Job Description

Strong hands-on expertise in Implementation, Troubleshooting WAN, LAN, Wireless networks, and SD WAN •

• Independently drive Major Incidents (MI) and Priority 1 (P1) calls toward timely resolution.
• Proficient in multi-vendor network environments — Cisco, HP, Extreme, and Aruba; cross-platform knowledge is a strong value addition.
• Provide technical solutions for new business requirements and ensure seamless integration into existing infrastructure.
• Review, update, and maintain project documentation including High-Level Design (HLD) and Low-Level Design (LLD) documents.
• Possess strong understanding of end-to-end transition processes and implementation methodologies.
• Ensure effective communication and deliver quick, efficient resolutions to technical issues.
• Responsible for vendor management and team management, fostering collaboration and accountability.
• Conduct regular audits of the network environment; identify gaps and implement or recommend corrective actions.
• Drive day-to-day operations, including work plan allocation and management.

Conduct periodic performance and operational reviews with internal teams.

• Manage network performance optimization and ensure high availability.
• Experienced in managing and troubleshooting SD-WAN solutions (Fortinet, Silver Peak, Cloud Genix, vIPtela, etc.).
• Skilled in managing and troubleshooting F5 load balancers, Firewalls, and Cisco ISE.
• Prepare and present weekly and monthly status reports to senior management; participate in business and stakeholder meetings.
• Mentor junior team members, providing guidance and technical support.
• Ensure strict adherence to change management processes; in-person presence is mandatory for all major or critical changes.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive measures.
• Develop and maintain reporting and performance dashboards, including capacity planning insights.
• Drive service improvement programs to enhance reliability and efficiency.
• Ensure compliance with quality and security standards defined for the engagement.
• Conduct trend analysis, identify recurring incidents, and collaborate with teams to minimize future

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Do

- **Ensure timely response of all the tickets raised by the client end user**

- Service requests solutioning by maintaining quality parameters

- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

- Provide an acceptance and immediate resolution to the high priority tickets/ service

- Installing and configuring software/ hardware requirements based on service requests

- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

- Provide application/ user access as per client requirements and requests to ensure timely solutioning

- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

- Coordinate with on-site team for complex problem resolution and ensure timely client servicing

- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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