NOC Team Leader: a) Roles and responsibilities

• Monitor the tickets on ZOHO desk shift wise.

• Awareness of ticket SLA based on category and response/resolve within SLA.

• Monitor and share the escalated tickets/High Priority ticket with Vandit/Urmi and follow up with them to ensure closure. If no response, then follow the Internal/External escalation matrix.

• Define the priority of tickets and tasks according to the circumstances e.g Major outage, Downtime, escalated Tickets, and allocate to NOC agents.

• Ensure all the tickets are attempted by the Agents within their shift as well previous shift (in case no shift head was there) and report.

• Tickets which are Open/pending with reason send report to vandit/Urmi and CC to Mittal. (Report attached)

• Agent daily activity report status to be checked and verified that all are functioning properly. if agent missed action/activity then it will impact on the TL’s performance.

• TL will also be responsible for tickets/tasks assigned to them.

• Check the emails regularly and act accordingly.

• Follow the reporting manager's instruction.

• Additional tasks to be completed and reported. b) Authorities

• To take Status update from the Agent and seek the reports from the Agents for all the tickets.

• Internal/External Escalation.

• TL can assign work to an agent based on request.

• Monitor the agent’s break time and report to HOD.

• Report on agent’s soft skills, training needs and KPI parameters to Vandit/Urmi or HOD.

2. NOC Executive’s Roles and Responsibilities

• Alarm Monitoring and act accordingly.

• Customer/Carrier stats monitoring.

• Some of the monitoring activity should be done continuously e.g. Alarm monitoring. Some of the monitoring activity will be done for every hour. e.g. Customer/carrier ASR. If 2 NOC agents are in shift, they will distribute the monitoring work (at different interval) to avoid duplicate work.

• Keep login into 24*7 helpdesk (Customer support Helpdesk - CCS)

• Reply to each ticket with initial findings if it will take more time to get resolved.

• Submit agent activity tracking report and submit to TL.

• Follow the TL’s instruction.

• Follow the internal and external escalation matrix.

• Give proper handover to the next shift member along with instruction, if any.

• Raise query with TL, if something has been missed/to be actioned on priority.

• Follow the additional task as per instructions.

• Refer knowledge base in ZOHO.

• Follow Information security and Privacy Information instructions.

• Ticket must be closed as soon as it resolved/confirmation received from the customer.

• Feedback received from Quality manager must be actioned