Assistant Manager - Incident Management

Responsibilities:

Incident Management for all proactive and reactive faults escalated from 1st line
Handling of Remedy tickets, Change, configuration and performance management
Point of contact for Technical Escalation
Technical advice and mentoring 1st Line Team
2nd level of technical support on Incident Management for all proactive and reactive faults
Ability to manage large global corporate customers
Troubleshoot customer networks for escalated faults & assist the data team in troubleshooting and handling issues.
Performing Complex/critical Changes
To achieve agreed performance levels in line with Business targets, Customer requirements and the functional SLA’s.
Good hands on experience on troubleshooting Routing, Switching, MPLS technologies/networks in a service provider /datacenter/ enterprise environment
Exposure to product knowledge on Cisco/ Juniper platforms
CCNA, CCNP or Juniper certified
Ability to interact with & manage Global Enterprise Customer

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