Key skills: fault management, ITIL, alarm correlation, SLA tracking

Fault Management and ITIL Framework

Fault management follows the ITIL (Information Technology Infrastructure Library) incident management process: detection, logging, categorization, prioritization, diagnosis, resolution, and closure. NOC engineers must classify incidents by priority using impact (how many customers affected) and urgency (how quickly resolution is needed). Major incidents trigger a separate process with dedicated incident managers, technical bridges, and executive communication. Problem management follows incident trends to identify recurring issues and implement permanent fixes through root cause elimination.