Associate Process Manager

Event Management – Telecom NOC 

We are seeking experienced Event Management professionals with a strong background in Telecom NOC, ISP Operations, Transport Networks, FTT, IP Ethernet, or Network Operations environments.

The ideal candidate will be responsible for real-time network event surveillance, outage detection, impact validation, escalation governance, communication management, and ownership tracking across IP Ethernet, Transport, FTT, and Critical Infrastructure environments.

This role serves as the operational command centre for identifying service-impacting events, coordinating timely notifications, driving escalations, and ensuring that all major outages receive the appropriate operational ownership and visibility.

Key Responsibilities

Network Event Monitoring & Detection

• Monitor network events, alarms, dashboards, and ticketing systems to identify potential outages and service degradation.
• Analyse ticket trends, outage patterns, and service-impact indicators.
• Validate network events using monitoring tools and operational dashboards.
• Determine scope, severity, and potential customer impact.

Outage Management & Escalation

• Create and manage outage tickets for newly identified service-impacting events.
• Coordinate with Network Operations, Transport, IP Ethernet, FTT, Critical Infrastructure, Outside Plant, and Vendor teams.
• Escalate unacknowledged or unresolved events according to escalation procedures.
• Ensure ownership is established and maintained throughout the event lifecycle.

Event Communication & Governance

• Publish outage notifications and event updates to operational stakeholders.
• Provide timely updates regarding service impact, restoration progress, and escalation status.
• Maintain event communication channels and operational awareness across teams.
• Ensure adherence to event management procedures, SLAs, and escalation timelines.

Incident Support & Service Assurance

• Support Major Incident and Service Assurance teams during critical outages.
• Participate in bridge calls, war rooms, and restoration activities.
• Track event progression and provide visibility to leadership teams.
• Assist with post-event reviews and operational analysis.

Continuous Improvement

• Identify recurring event patterns and operational gaps.
• Support development of monitoring improvements, escalation workflows, and event management playbooks.
• Contribute to service improvement initiatives aimed at reducing outage detection and response times.

Qualifications

• Bachelor's Degree in Telecommunications, Information Technology, Engineering, Electronics, or related discipline.
• 4–8 years of experience in Telecom NOC, ISP Operations, Service Assurance, Event Management, or Incident Management.
• Experience working in 24x7 operational environments.
• Exposure to Transport, DWDM, MPLS, IP Ethernet, Fiber, or Critical Infrastructure operations preferred.
• Strong understanding of network monitoring, outage management, and escalation processes.

Required Skills

• Event Management
• Network Surveillance
• Outage Detection & Validation
• Escalation Management
• Service Assurance
• Telecom NOC Operations
• Incident Coordination
• Ticketing & Monitoring Tools
• RCA & Event Analysis
• Stakeholder Communication
• SLA Governance

Preferred Skills

• Knowledge of DWDM, MPLS, Ethernet, Fiber, and Optical Transport Networks.
• Experience with Network Monitoring Platforms, Ticketing Systems, and NMS tools.
• ITIL Foundation Certification preferred.
• Experience supporting enterprise or carrier-grade telecom networks.
• Prior experience in Major Incident Management or Service Assurance environments.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.