Bharti Airtel Limited is a leading global telecommunications company with operations in 18 countries across Asia and Africa. Headquartered in New Delhi, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed home broadband, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G, 4G wireless services and mobile commerce. Bharti Airtel has over 403 million customers across its operations.
Job Title: Shift Head
Shift Head is a quite responsible position with high accountability for a complex work force like a NOC setup. The shift Head is the quality gate for NOC operations across Change/Incident/Service/TACs other verticals. Below are the main job responsibilities of the Shift Head role, while shift head will be assisted to execute responsibilities through a team of Shift Leads.
First Point of contact for any Network/Admin queries
Custodian for Break-glass passwords for the network
Brings expertise and assists INM/Service experience/TAC team for resolution of incidents and continuous mentoring of team
Should ensure Emergency Conference Bridge is published for critical service impacting incidents and should lead the call
Responsible for collating all planned changes, share compiled approved change list with all recipients
In case of planned event extension secure extended maintenance window and approve change progress
Responsible for bridging Incident/Service and Change Management Functions
For Critical incidents, shift lead owns the management escalation at all the levels
Accountable for post emergency conference call with Circle, analysis and publishing analysis report
Should ensure proper shift handover is given during each shift
Accountable for getting Problem tickets created from the team as input to Problem Management(PBM)
Accountable for Identifying and contributing to Knowledge Management (KNM)
Periodic Audit of sample Tickets and come up with observation & correct the gaps
Accountable for all KPIs – TAT/SLA/OLA met, MTTR, etc...
Front-end crisis communication and ensure timely advisory to war-room groups
Acts as ‘Quality Gate’ for reports published. Shift lead will be accountable for any errors in such reports.
Accountable for compliance to all Operational Processes