Associate Process Manager

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