TSO Puerto Rico Requirement:**Job Duties**:- Resolve incidents / executes daily assigned service requests for SLA and Quality Compliance- Executes all Network/Data center/App support operations activities as required by Service Delivery Organization.- Coordinates with field operations/vendors to develop work plans to ensure completion of task- Documents and updates all the required OSS/BSS systems as per process- Prepare and submit daily status reports to the lead, update work progress in project trackers as required.- Participate in onsite-offshore calls as required, Issue tracking, effort / activity tracking across systems- S/He will co-ordinate with team on data capturing, validating, order entry, generating reports. Review with Process Lead, take corrective measures as part of Defect Prevention activities in order to ensure compliance on quality processes and ensure quality adherence.- Provide support / assistance to customers and log incidents for tracking and escalate to Level 2 & 3 support as appropriate for service desk calls on technical / process related issues.- Job role will involve a participation in a 24x7 shift pattern or extended working day pattern- Should able to manage delivery of simple service request ( Telco/IT Operation/ DC operation )- Able to do complex but repetitive task using run book steps- Able to understand underlying technology and process flow**Skills Required**:- Strong problem solve skills- Sense of urgency- Planning and communication skills- Basic Analytical Skills- Interpersonal skills- Proficiency in English (Written & Oral)- Proactive attitude with ability to take ownership of issues- Knowledge of ITIL basic processes (Incident/Change / service request /Help desk etc)- Attitude and aptitude for customer services- Able to work SLA driven challenging environment