Job Description – Ticket Readiness SME / Coordinator (L1 / L2)
Role Purpose
The Ticket Readiness SME / Coordinator is responsible for providing immediate front-end ownership of newly created IP Ethernet Customer incidents by ensuring tickets are acknowledged, technically validated, triaged and prepared for rapid assignment. The role focuses on improving customer visibility, ticket quality, queue health and operational efficiency while enabling GNOC Supervisors to concentrate on assignment decisions, escalations and shift governance. The Ticket Readiness model was introduced to improve early triage, customer visibility and ticket readiness.
Key Responsibilities
Queue Management & Ticket Readiness
- Continuously monitor the IP NCC pickup queue for new customer incidents.
- Proactively pick up eligible tickets and validate all mandatory ticket details.
- Ensure tickets are technically and operationally ready before assignment.
- Monitor queue health, identify aged/unassigned tickets and escalate exceptions.
Initial Technical Triage (L1/L2)
Perform initial troubleshooting and validation on:
- Carrier Ethernet / Metro Ethernet services
- Dedicated Internet Access (DIA)
- MPLS / Layer 2 & Layer 3 Ethernet Services
- EVPL / E-Line / E-LAN services
- Cisco Routers & Switches
- Juniper Routers
- Ciena Transport Equipment
- Nokia IP Platforms
- ADVA Optical Platforms
- Network Interface Devices (NIDs)
- Customer Premise Equipment (CPE)
- Optical interfaces (SFP/SFP+/QSFP)
Activities include:
- Alarm validation
- Interface status review
- Ping & connectivity verification
- Existing outage / maintenance validation
- Duplicate ticket verification
- Service impact assessment
- Basic optical and circuit validation
- Initial dependency identification (Field, OSP, Transport, Wave, Type-2 Providers, Vendors)
Customer Communication
- Publish the initial Make Public / Customer acknowledgement within 30 minutes or less.
- Provide meaningful customer updates with current actions and next steps.
- Maintain accurate public and private ticket documentation.
Dispatch & Coordination
- Validate dispatch requirements and initiate straightforward field dispatches as per approved SOP.
- Coordinate with:
- Field Operations
- OSP Teams
- Type-2 Providers
- Vendors
- Transport Engineering
- Network Engineering
- Prepare technically complete tickets for GNOC Supervisor assignment.
Governance & Reporting
- Maintain ticket quality, mandatory fields and documentation.
- Track pickup time, acknowledgement time, triage completion and queue ageing.
- Support shift handovers, operational reporting and dashboard updates.
- Participate in QA reviews, coaching sessions and continuous improvement initiatives.
IP Ethernet Responsibilities
- Perform L1/L2 troubleshooting and fault isolation for IP Ethernet customer circuits and services.
- Troubleshoot Cisco, Juniper, Ciena and ADVA network devices, including routers, switches and NIDs.
- Perform basic troubleshooting of BGP, MPLS, VLANs, Layer 2/Layer 3 connectivity and Ethernet services.
- Validate interface status, alarms, optical/light levels, circuit path and connectivity to identify the fault domain.
- Identify and isolate issues related to CPE/NID, Network, Fiber/OSP, Transport/Wave or Type-2 providers.
- Perform remote troubleshooting and determine when field/OSP dispatch or engagement with another resolver group is required.
- Coordinate with Field, OSP, Transport, Network Engineering, Type-2 providers and vendors for incident resolution.
- Ensure accurate technical troubleshooting notes, customer updates, ticket status, restoration details and handoffs throughout the ticket lifecycle.
Required Skills
Technical Skills
- 2–5 years of experience in Telecom NOC / ISP / Service Assurance.
- Good understanding of:
- Carrier Ethernet
- Metro Ethernet
- MPLS
- TCP/IP
- VLANs
- Routing & Switching
- Basic BGP & OSPF
- Fiber & Optical Connectivity
- Customer Circuits
- NIDs & CPE
- Working knowledge of Cisco, Juniper, Ciena, Nokia and ADVA platforms.
- Experience with Salesforce, ServiceNow or equivalent ITSM platforms.
- Exposure to Network Monitoring Systems (NMS) and alarm monitoring tools.
Functional Skills
- Strong L1/L2 troubleshooting capability.
- Excellent analytical and fault-isolation skills.
- Strong customer communication and documentation skills.
- Ability to prioritize multiple customer-impacting incidents.
- Good understanding of Incident Management and Service Assurance processes.
- Ability to work effectively in a 24x7 shift environment.
Preferred Certifications
- CCNA
- Network+
- ITIL Foundation
- Telecom / Networking Certifications
Key Performance Indicators (KPIs)
- Customer acknowledgement within 30 minutes or less
- Queue pickup compliance
- Ticket readiness before assignment
- Ticket quality and documentation accuracy
- Make Public compliance
- Reduction in queue ageing
- Reduction in avoidable customer escalations
- SLA adherence and operational governance
Key Competencies
- Customer First Mindset
- Ownership & Accountability
- Strong Analytical Thinking
- Problem Solving
- Communication & Coordination
- Attention to Detail
- Time Management
- Team Collaboration
Skills Required
- 2-5 years of experience in Telecom NOC, ISP, or Service Assurance
- Understanding of Carrier Ethernet and Metro Ethernet
- Understanding of MPLS, TCP/IP, VLANs, routing and switching
- Basic knowledge of BGP and OSPF
- Understanding of fiber and optical connectivity, customer circuits, NIDs, and CPE
- Working knowledge of Cisco, Juniper, Ciena, Nokia, and ADVA platforms
- Experience with Salesforce, ServiceNow, or equivalent ITSM platforms
- Exposure to network monitoring systems and alarm monitoring tools
- Strong L1/L2 troubleshooting and fault-isolation skills
- Strong customer communication and documentation skills
- Ability to prioritize multiple customer-impacting incidents
- Understanding of Incident Management and Service Assurance processes
- Ability to work effectively in a 24x7 shift environment
- CCNA certification
- Network+ certification
- ITIL Foundation certification
- Telecom or networking certification
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
