1 "Ensure 1st Level service quality surveillance and alarm
handling and problem escalation & restoration" "* Detect and collect the alarm notifications
* Acknowledge Alarm.
* Analyze the alarm by checking Planned work report.
* Determine alarm severity, priority, SLAs and the affected network elements.
* Escalating it to the responsible team is not restore"
2 Ensure Trouble Ticket, follow-up and work order Handling "* Create TT of fault with correct severity within SLA.
* All relevant and important information captured in the ticket raised.
* Follow-up on all OPEN TT for timely closer with-in SLA.
* Ticket closed well within time with proper reason."
3 Prioritize actioning as per severity "* Emergency issues must be notified to all stakeholders and will follow MIN Escalation Flow in
Escalation Management Process
* MIN Escalation to be done as per SLA.
* Language of the Critical notification should be proper as per the format specified by the
customer.
* Information should be Authentic.
* Timely updates to be provided till the restoration.
"
4 Report preparation & Circulation *Daily Health Check and Missing alarms.
5 Ensure closure of TT "* TT closure post confirmation of time
* There should not be any gaps in filling uptime"