Manually scrub trouble tickets, differentiating between Customer/etc responsible outages vs provider
Proactively contact NOC engineer(s) about major issues
Collect summary of network performance/availability failures or areas to improve to be reviewed on a monthly basis, including collecting data on tickets and LAN WAN misses and collating data from Change/Problem Mgt teams
Analyze and calculate any credit eligibility when failure is due to Client Network performance or site faults
Supplying custom reports
Reporting device management lists of active devices supported by Client as needed
Update and maintain various systems/tools per standard process documentation which may include:
Review and execute actions needed to complete requests coming from the Customer or Client field.
With minimal direction, enter data and retrieve information from Customer specific system (all new hires might require some direction initially).
Utilize the existing reporting templates macros provided by Client and Client Customers to perform the contracted SLA reporting activities
Perform the admin tasks within the Customer specific system / platforms
Co-ordinate with Client Service program Managers to get the required information to process the request
Audit own report/output for accuracy and make required corrections
Conduct data verification
Respond to various request for information, as needed. Escalate to supervisor as appropriate.
File, archive and retrieve documents (paper-based and electronic) using filing standards
Produce standard correspondence by following existing templates. Adher to Customer formatting and quality standards. Proofread and edit work for syntax, grammar and punctuation
Respond to information requests by searching and summarizing research results and compiling in requested format
May coordinate the work of a small team in areas of high volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies
Follow established policies, procedures and methods
May serve as technical and functional resource or super users to other team members
Participate in process improvement initiatives or special projects as assigned
Meet established goals and objectives
Become a subject matter expert for complex processes
Document all new learning(s) or change in processes in the standard format and seek relevant approvals on a periodic basis
Assist in audit preparation and proceeding for both internal and external auditors