Key Spoc for Incident , Problem & Change Management
Resolve Customer Escalations
Ensure Service Delivery as per agreed SOW / SLA
Assist Manager in monthly Dashboards / Service Level parameters
Mentor & Hand hold L1 Teams and enhance their performance
Act as a key SPOC for L2 & L3 Incidents
Take initiatives in learning & evaluating new Network Technology & Tools
Prepare RCA for Sev1 incidents
Management of various Router, switches, WAN optimizer, Wireless , Big F5 and Network devices
Co-ordination with customer performing for any changement.
Process / procedure /documentation Preparation for existing and upcoming customer.
MIS customer report preparations and ensuring Audit compliance
Experience in Router & Switches,WLC, AP, F5 and syslogs monitoring & analysis.
Certification:- CCNA , CCNP or equiv along with Good communication skills.
BE/Diploma/Degree in business, or science (or other relevant area).
ITIL foundation certification would be an advantage