Responsible for setting up industry level best practices and processes. Handle the problem management, audit the network for repeat issues and drive correction at scale to reduce the repeat incident,
Must have hands-on experience on configuration & troubleshooting protocols such as BGP, ISIS, OSPF,MPLS L3/L2 VPN, Multicast.
Service Experience function SPOC for management level and cross functional discussion for Problem Management. Must be effective communicator and influencer.
Lead the problem management lifecycle, including problem identification, analysis, and resolution.
Conduct thorough investigations into recurring incidents to identify underlying root causes.
Collaborate with technical teams to develop and implement solutions to prevent recurrence
Strong emphasis on digitization and Single pane of glass ecosystem for effective service management.

Deliverables

Monitor and analyze problem management metrics and KPIs to identify trends and areas for improvement.
Recommend and implement process enhancements to improve efficiency and effectiveness.
Enable a culture of continuous improvement and knowledge sharing.

Major Challenges

Incumbent needs to have a vision of the current challenges and concerns of the Technical Solution/ process gaps , as well as impact analysis over the network during support and delivery . Excellent configuration Management & Troubleshooting Skills upto advanced level are essential to develop strong circle of influence across the direct customers/vendors and partners . Internally, needs to guide/align teams to deliver the desired support based on drafted Standard Operating Procedures.

Excellent leadership and communication skills
Teamwork and collaboration
Analytical and problems Solving
Process oriented and understanding
Networking and inter-personal skills
Good knowledge of L2 & L3 MPLS VPN, QOS, Transport, Mobility and ISP
Pyhton & Scripting skills will add value

Lead - Problem Management

Lead - Problem Management