Cross functional support, responsible for handling major tickets and provide bridge and collaborate with other teams and track till the major incident resolveRESPONSIBILITY:INCIDENT Management:Respond to a reported incident, identifying the cause and initiating the incident management process. Act and be recognized as a single point of contact for all the problems. Prioritize the incident according to their urgency and influence on the business. Initiate and drive troubleshooting session to expedite resolution. Resolved incident with in the specified service level Aggrrement/ Operation level Aggrrement. Verify Resolution with end user and resolved assigned incident. Draft and send notifications to all stakeholders for highlighting the status of incident. Document troubleshooting steps and service restoration details. Prepare documents that outline incident protocol such as how to handle security threads or how to correct service failure. Create and submit knowledge article. Identify problem and report appropriately. Escalate incident at risk of breaching SLA/OLA and escalate unresolved incident to next level. Maintain and periodically circulate inventory of incidents under analysis and their current progress and status. PROBLEM MANAGEMENT:Define the problem management process. Coordinate between various teams to identify the root cause of the problem. Expedite the workarounds or permanent fix. Ensure that the right resources are available to investigate, identify and resolve the root cause of the problem. Monitor the problem to ensure that the service level Agreement is met. Appropriate dissemination of technical and business impact after major incidents. Ensure major problems have the correct level of management escalation. Escalation of problem resolution issues to senior management.

About Company: INDUS TOWERS (originally a joint venture between Airtel, Vodafone and idea) is now an independently managed company offering passive infrastructure services to all telecom operators with its area of operations in 15 major telecom circles of India. It is the world’s largest Telecom Tower Company with the portfolio of more than 117,000 towers (200K tenancies - a first in the industry).RESPONSIBILITIES? Performance Management & TOC KPI Reports? Alarm monitoring using applications TEMIP & UOC.? Monthly presentation on trend analysis of Sites overall performance like stability (no. of outages), Cardiogram (Site Outage time), frequent failing, based on IUTR, DUTR, OUTR, SUTR. ? Analyze the RCA for least performer at field level & provide action plan to meet MSA.? L1 trouble shooting of TOC applications (TEMIP, UOC, REMEDY).? Provide daily and monthly reports related to Operator needs and problems and provide to department manager for further analysis.? Maintaining proper daily records on MS excel w.r.t Outages and doing RCA Analysis.? Handling Escalations of sites & ensure closure of all escalations and issues against the passive Infrastructure with root cause analysis.