Responsible for managing the LAN/ WAN issues for customer within MTTR and also supporting Voice issues for backend team to resolve. Also should be able to understand the security issues highlighted by customer to be passed on to the 2nd/ 3rd line security teams.
Needs to provide technical assistance for in-time and quality implementation of connecting, global, customers LANs (Local Area Networks) together via the different available WANs (Wide Area Networks).
Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
Prepare and maintain technical customer documentation (drawings/ database/ Service documents/ Disaster Recovery document) and manage the customer setup as per SLA.
Take part in Service Improvement calls, together with Service Account Management, to address the support issues on technical front.
Is responsible for KCI for Technical issues faced by the customer.
Responsible for Incident/ Change / Problem Management as per KPIs.
o Change Manager -Validation, Acceptance, Planning, Execution, CAB , Ownership
o Problem Manager-Initiation, Management, Root-cause-Analysis, PM Console ownership,
o Incident Management
o Escalation Management-Hierarchy / functional
o Implementation of Simple and Urgent Change Request
o Support request management for the identified tasks