Level 1(L1) is frontline of support for Incidence management of MS-VAS. L1 mainly responsible for providing alarm monitoring and L1 support to incidences based on SOP. L1 trained to do pre-approved standard changes in the system. Some of the tasks which come under L1 preview as below:-
• L1 support team will carry out day-to-day operational activities and provide day-to-day operational support. The tasks involved are as follows
• Routine performance monitoring and validation against acceptable performance levels.
• Carrying out housekeeping activities
• Resolve and respond to L2 customer incidents [SRs] raised through CSD.
• First level application troubleshooting in case of problems
• Provide regular MIS reports related to services. Operator shall provide tools & related infrastructure required for MIS related to Business Operations.
• Coordinate with L2 and SMEs for resolving incidents
• Coordinate with product vendors and ISVs local staff to resolve any incidents
• Execute & monitor batch jobs as per schedule.
• Validate outcome of batch jobs and perform necessary corrective actions as per procedure manuals.
• Provide planned event support as per IT, Network or VAS vendor requirements.
• L1 support tasks are carried out successfully in all OPCOs with local onsite presence.
• Tool configurations
• Configuration of Product testing flow in RADAR and GNOC.
• Assess and analyze automation flow wherever required in respective services.