Job Purpose :
SNOC is centralized Network Operation center responsible for FCAPS for VIL PAN India network across all technologies and domains through highly skilled People, well stitched Processes & state of the art Tools.
APM (Application Performance Monitoring) a sub-domain of VAS in Telecom business is a critical platform to provide first Level monitoring for nodes like SMSC, MMSC, WAPGw, RTSP, LBS, NTMS, etc., It requires skillful and seasoned professionals with lot of Process Compliances to ensure
Maximizing VAS applications ( SMSC, MMSC, WAPGw, LBS, NTMS, RTSP, etc., ) Service and its availability
Enhancing customer experience with seamless experience, Speed and Digitalization.
To achieve the objective, SME - APM needs to discharge pivotal responsibilities of:
As SME (Subject Matter Expert) – Responsible for managing integration of VAS domain nodes like SMSC, MMSC, WAPGw, LBS, NTMS, etc., so as to enable notification to relevant domain experts for resolving issues. Further service restoration can be undertaken by respective teams and trigger incident management process. Drive the process to ensure that service is restored as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained.
Engage with service suppliers of APM and enhance relationships which benefit service delivery and day to day service performance tracking & monitoring
Ensure availability of core network alerts & monitoring tools at Service layer.
Key Result Areas/Accountabilities :
Manage 24X7 APM operation effectively
Build the best team with fostering Digital DNA, Inclusivity, Diversity, HSW.
SNOC Operations :
Incident notification / escalation within TAT >=90%
Incident Closure TAT >= 95%
100% First Time Correct communication during P1, P2 outages
Ensure 100% adherence to Incident process, ISO 20K & ISO 27K certifications
Find repetitive issues and drive them to permanent resolution in time bound fashion
Manage smooth APM operations with proper escalations and communication to all stake holders to ensure highest availability of Network & Services by resolving faults/ handling incidents effectively with the help of available resource in shift
Ensuring 24*7 availability of Service monitoring & ticketing tools.
Service impact alert availability at Service layer.
Ensuring Process adherence for network service excellence (SQM/SD/IN/VAS-Process documentation & getting implemented /
Knowledge/ Process improvement as part of Continual Service Improvement)
To work with Service Availability Managers contributing to service recovery & repair for the service(s).
Accountability for aggregate performance against service availability and SLA.
Analysis of data from the network management systems for traffic and performance statistics and production management reports
Comply with internal systems, procedures and processes and ensure that the team comply with these
Experience of influencing skills in driving compliance and application of standards across a diverse, multi-sourced supplier landscape