Job Summary
Review completed network assessment questionnaires submitted by site SPOCs. • Validate site responses for completeness, accuracy, and alignment with MPC-defined MOPs/SOPs, network standards, and tier classification criteria. • Analyze site-level network information to determine current-state alignment with Tier 1 / Tier 2 / Tier 3 standards. • Perform remote assessment and documentation review based on questionnaire responses and customer-provided documents. • Identify gaps between existing site network conditions and required technical standards for the assigned tier. • Support site classification into Tier 1, Tier 2, or Tier 3 based on the agreed classification framework. • Document site-wise observations, current-state analysis, identified gaps, assigned classification, and high-level remediation recommendations. • Quantify infrastructure deviations, including hardware and network circuit variances from defined standards, where information is available. • Participate in clarification discussions with site SPOCs, MPC stakeholders, and HCL internal teams as needed. • Support creation of structured assessment outputs, dashboards, variance analysis, and final reporting. • Escalate incomplete, inconsistent, missing, or unclear site responses to the Scrum Master / Project Coordinator for follow-up. • Ensure recommendations remain conceptual/high-level and do not include detailed design, implementation, or execution unless separately approved under a new scope
Key Responsibilities
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Overall Team Performance.
4. Resolve Complex Service Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Robust Security Posture.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.
Skill Requirements
Experience with large-scale network assessment or technology refresh programs. • Familiarity with network standards, MOPs, SOPs, site readiness assessments, and audit-style documentation. • Experience in managed network services or enterprise network operations. • Ability to support variance analysis across hardware, circuits, and site-level network attribute
Other Requirements
NA