• On a rotating 24x7x365 shift basis, assist in the operation of the ITMC by providing front-line technical support for platform/service issues (including Security related concerns) reported on various telecommunication systems and/or networks. Drive resolution of customer service issues to meet or exceed accepted MTTR (Mean Time to Repair) targets. Work collaboratively with both internal and/or external stakeholders and vendor partners to address incidents and escalate to respective internal and vendor management teams as required. Provide ongoing customer updates during entire incident management cycle. Escalate network issues or problems to the Team Lead Manager responsible as required. When no team leader is available, perform first level escalations as required.
• Document and perform all Incident Management activities including investigation, triage and correlation of alarms in provided ticketing system(s) Mon...