- 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
