Associate Process Manager

Associate Process Manager

Description

Role Title

Event & Incident Management Engineer / SME / Lead

Location

India (24x7 Rotational Shift Environment)

Industry

Telecom / ISP / Network Operations Center (NOC)

Employment Type

Full-Time

Responsibilities

The Event & Incident Management team is responsible for real-time monitoring, coordination, escalation, and management of network outages, service-impacting incidents, and customer escalations across Zayo’s IP/Ethernet, Transport, Fiber, and Critical Infrastructure environments.

This role acts as the operational bridge between customers, internal engineering teams, field operations, vendors, and leadership to ensure timely restoration, accurate communication, SLA adherence, and effective incident governance.

The role requires strong operational ownership, customer communication skills, and the ability to work in a high-pressure telecom NOC environment supporting 24x7 operations.

• Monitor and manage network incidents, outages, and service-impacting events in a 24x7 telecom NOC environment.
• Perform incident triage, prioritization, escalation, and coordination with internal teams, vendors, and field operations.
• Provide timely customer updates through calls, emails, and ticket comments while ensuring SLA compliance.
• Manage ticket queues, aging cases, backlog reduction, and ticket documentation quality.
• Lead or support bridge calls during critical incidents and drive restoration efforts.
• Coordinate with engineering, transport, OSP, and vendor teams for troubleshooting and service restoration.
• Contribute to RCA/RFO activities and support continual service improvement initiatives.
• Ensure adherence to operational governance, escalation protocols, and customer communication standards.

Qualifications

• 3–6 years of experience in Telecom/ISP NOC, Service Assurance, or Incident Management environment.
• Basic understanding of IP/MPLS, Ethernet, Fiber, Transport, and network operations.
• Experience with ticketing, monitoring, and incident management tools.
• Strong communication, coordination, and customer handling skills.
• Ability to manage multiple incidents in a fast-paced 24x7 operational environment.
• ITIL knowledge/certification preferred.