Title:  Engineer, IOC

Responsibilities:

1. Perform 24x7 operations and surveillance support in the IOC environment.
2. Ensure and maintain health of the SPTEL network and services through proactive monitoring and taking necessary corrective actions when abnormally is detected.
3. Perform technical troubleshooting in accordance to troubleshooting procedures, and ensure all events are managed and followed up in accordance with the Service Operations Framework and respective SOPs.
4. Be customer-oriented and support all incoming events with timely response/updates of incident status to customers/internal stakeholders for all incidents.
5. Responsible to create and track trouble tickets to closure and ensuring that updates are captured accurately and complete with the relevant details.
6. Elevating incidents for next level technical support or field dispatch, when a case is not resolved within predetermined timeframe, and according to established processes and procedures.
7. Perform Escalation & Notification during Major Incidents and provide internal incident notification and hourly update to customer if the incident severity or service level has breached or is at risk of breaching.
8. To push for service recovery within service SLA for all incidents.
9. Prepare draft incident report after every incident and After-Action Review (AAR) report after every major incident

• Notify customer on planned maintenance activities and keep customer posted on the maintenance status during actual maintenance day.
• Be always contactable and perform Standby Duties on rostered days
• Perform Daily, Weekly, Monthly Reports.
• Any other ad-hoc duties as assigned by superior from time to time.

Role Requirements:

• Diploma in Engineering or equivalent.
• Fresh graduates are welcomed to apply. 
• Candidates with technical support experience in a NOC/SOC environment would have an advantage.
• An individual who is a great team player, with service mindset and delivers good customer experience.
• Good communications skill with pleasant personality
• Shift work is required for this position.
• Candidate must be prepared to perform standby duties.