About this role
The Ticket Readiness SME / Coordinator is responsible for providing immediate front-end ownership of newly created IP Ethernet Customer incidents by ensuring tickets are acknowledged, technically validated, triaged and prepared for rapid assignment. The role focuses on improving customer visibility, ticket quality, queue health and operational efficiency while enabling GNOC Supervisors to concentrate on assignment decisions, escalations and shift governance. The Ticket Readiness model was introduced to improve early triage, customer visibility and ticket readiness.