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Position Overview 

The PSC Agent is a customerfacing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across satellitetomobile services. Operating within the Service Assurance organization, the PSC Agent acts as the primary interface between customers and technical operations, ensuring transparent communication, disciplined incident handling. 

This role is critical during launch, earlylife support, and steadystate operations, ensuring customer trust, SLA adherence, and auditready incident documentation. 

This role establishes baseline customerfacing support capacity within Service Assurance and is designed to scale as service demand grows. The PSC Agent plays a critical role in strengthening customer trust, improving incident handling efficiency, and supporting consistent service assurance across global satellitetomobile operations. 

Key Responsibilities 

Customer Interface & Incident Intake 

• Act as the first point of contact for customers reporting service incidents, degradation, or operational queries. 

• Receive incident reports via defined channels and log them accurately into the incident management system. 

• Ensure correct capture of customer impact, service identifiers, timestamps, and symptoms. 

Incident Logging, Classification & Tracking 

• Classify incidents based on severity, service impact, and domain (satellite, RAN, gateway, core, transport, OSS). 

• Maintain full lifecycle tracking of incidents from creation through closure. 

• Ensure incidents are routed to the correct NOC or Managed Services team per Service Assurance workflows. 

NOC Coordination & Escalation Management 

• Coordinate closely with Nokia Managed Services NOC Engineers and AST NOC Telco Engineers for incident triage and progress updates. 

• Execute escalation procedures as defined by Service Assurance governance. 

• Follow instructions from NOC and Operations leadership precisely, including severity changes and customer notifications. 

Customer Communication & Transparency 

• Provide timely, accurate, and structured updates to customers throughout the incident lifecycle. 

• Translate technical NOC updates into clear, customer friendly communication. 

• Manage customer expectations during major incidents, restoration activities, or prolonged outages. 

Documentation, Audit & Governance Support 

• Maintain complete and accurate incident records, communication logs, and closure notes. 

• Ensure documentation supports audit requirements, SLA validation, and post incident analysis. 

• Support Governance and Operations teams with incident data for reviews, reporting, and compliance. 

Service Restoration & Closure Assurance 

• Confirm service restoration with NOC teams before customer closure communication. 

• Ensure customers receive clear confirmation of resolution and next steps, if applicable. 

• Validate that incident closure meets Service Assurance quality standards. 

• Ensure all deployments meet quality benchmarks, standards, and defined acceptance criteria. 

Deliverables 

• Accurate and complete incident tickets with full lifecycle documentation. 

• Customer communication records aligned with Service Assurance transparency standards. 

• Restoration confirmation records and incident closure summaries. 

• Auditready documentation supporting compliance and governance reviews. 

Qualifications 

Education 

• Bachelor's degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.  

• ITIL Foundation or service management certification is preferred. 

Experience 

• 2-5 years of experience in telecom service assurance, NOC support, customer operations, or incident management roles.  

• Experience supporting mobile, satellite, or hybrid telecom networks in regional or global operations environments is preferred. 

• Prior experience in 247 operational environments is an advantage.  

Required Technical Expertise 

• Strong understanding of incident management fundamentals including logging, severity assignment, escalation, and closure discipline. 

• Working knowledge of telecom service domains such as RAN, core, transport, OSS/NMS, gateway, and satellite service chains. 

• Ability to interpret operational inputs such as alarms, incident updates, and service impact indicators (without performing L2/L3 troubleshooting).  

Professional Skills 

• Strong customerfacing communication skills, both written and verbal. 

• High attention to detail with disciplined documentation practices. 

• Ability to remain calm and structured during highseverity incidents and timecritical situations. 

• Strong coordination skills across Service Assurance, Managed Services, NOC, and engineering teams. 

Technology Proficiency 

• ITSM / incident management tools (ServiceNow, Remedy, Jira Service Management, or equivalent). 

• Collaboration and documentation tools (Outlook, Teams, Confluence, SharePoint). 

• Exposure to OSS/NMS dashboards and operational monitoring views is a plus. 

Physical Requirements 

• Ability to work in a fastpaced operational environment, including shiftbased coverage if required. 

• Role may require coordination across global time zones to support continuous Service Assurance coverage. 

• Ability to support extended incident bridges during major outages or launchphase events. 

• Role is being recruited in the US to support regional customer engagement, timezone aligned operations, and 247 Service Assurance coverage 

This job description may not be inclusive to the duties and responsibilities listed. Additional tasks may be assigned to the employee from time to time or the scope of the job may change as needed by business demands.