The Ticket Readiness SME / Coordinator is responsible for providing immediate front-end ownership of newly created IP Ethernet Customer incidents by ensuring tickets are acknowledged, technically validated, triaged and prepared for rapid assignment. The role focuses on improving customer visibility, ticket quality, queue health and operational efficiency while enabling GNOC Supervisors to concentrate on assignment decisions, escalations and shift governance. The Ticket Readiness model was introduced to improve early triage, customer visibility and ticket readiness.
Key Responsibilities
Queue Management & Ticket Readiness
Continuously monitor the IP NCC pickup queue for new customer incidents.
Proactively pick up eligible tickets and validate all mandatory ticket details.
Ensure tickets are technically and operationally ready before assignment.
Monitor queue health, identify aged/unassigned tickets and escalate exceptions.
Initial Technical Triage (L1/L2)
Perform initial troubleshooting and validation on:
Carrier Ethernet / Metro Ethernet services
Dedicated Internet Access (DIA)
MPLS / Layer 2 & Layer 3 Ethernet Services
EVPL / E-Line / E-LAN services
Cisco Routers & Switches
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