Responsible for managing the LAN/WAN issues of customers with MTTR.
Proactively responds to customer faults and service requests within defined service levels.
Frequent communication with suppliers/providers for incident resolution, change request implementation – PSTN providers, field support team , CISCO TAC.
Proactively support WAN optimization services on optimization dashboard.
Expertise on troubleshooting with ISP/ service providers for Circuit related problems.
Drive technically bridge calls till resolution.
Solving Critical issues such as Latency, Packet Drops, RFO and Link down issues on different Vendor devices as per the customer requirements
Escalation of incidents and SSR in jeopardy of completion within defined service levels for onward resolution.
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