· To work within well defined SLA (Service Level Agreement) and WLA (Work level Agreement) following the defined processes and ways of working with prime focus towards customer satisfaction.

· To work in a 24/7, multiple customer shift environment and to ensure the tickets raised are properly attended / closed by the respective node owners within the SLA.

· To handle and analyze trouble tickets & to recommend/execute timely escalations of issues, internally or externally.

· Identification of complex and unresolved issues, timely escalation to the next level & coordinate for resolution of the issue.

· To participate in software upgrades and updates in Various Packet Core /Provisioning cum Billing & MPBN Nodes .

· To ensure customer satisfaction with the performance of installed Ericsson systems by successful handling and reporting of all technical problems.

· To understand the purpose, procedures and the processes of the unit to which you are assigned to.

· Should have a flexible approach, a desire to learn and strong GSM/GPRS/IP/MPBN technical abilities.

· Responsible for ensuring the KPI of services.