• Incident, Change , Problem and Service Management:
• Ensure all incidents, service requests, and changes are resolved within SLA timelines.
• Act as the Key SPOC for escalations during the shift, providing timely updates and ensuring stakeholder satisfaction.
• Drive root cause analysis (RCA) and implement corrective actions to enhance service quality and minimize disruptions.
• Optimization of Operations:
• Analyze operational workflows to identify areas of improvement and implement process optimization.
• Leverage automation tools and scripting (e.g., Python, PowerShell) to reduce manual tasks and improve efficiency.
• Use advanced analytics to monitor trends and proactively resolve network performance bottlenecks.
• Advanced Problem-Solving Approach :
• Knowledge on complex network issues involving LAN/WAN, SD-WAN, and multi-vendor technologies.
• Collaborate with Level 2/3 engineers to resolve escalated incidents and propose design or configuration enhancements.
• Drive technology upgrades and patching plans to ensure a secure and optimized network environment.
• Team Management and Leadership:
• Manage and mentor the shift team, ensuring high productivity and adherence to defined processes.
• Conduct regular skill enhancement sessions and knowledge sharing for team members.
• Manage shift handovers to ensure complete visibility into ongoing and upcoming tasks.
• Reporting and Documentation:
• Generate advanced performance reports, highlighting key trends, recurring issues, and areas requiring attention.
• Maintain up-to-date documentation, including SOPs, knowledge base, and escalation matrices.

Act as the Key SPOC during the shift for:

Internal Teams: Coordinate with engineering, architecture, and leadership teams.

• External Stakeholders: Communicate with customers and vendors to ensure timely updates and issue resolution.
• Represent the team in problem-solving discussions, optimization initiatives, and technology roadmap meetings.
• Escalate unresolved or critical issues with actionable insights to higher management.

Essential role related competencies, skills, certifications and experience

Key Skills & Functional Skills

• Key Skills:
• Analytical Skills
• Communication Skills
• Problem Solving skills.
• Functional knowledge about network operations and Good Understanding of network issues, including LAN/WAN, routing, and switching protocols (e.g., OSPF, BGP, MPLS).
• Proficiency in using network monitoring and ticketing tools (e.g., ServiceNow, Remedy, SolarWinds).
• Knowledge of SD-WAN, firewalls, wireless technologies, and load balancers is a plus.
• Understanding of ITIL processes (incident, problem, and change management).

Functional Skills:

• Process improvement and optimization mindset, with experience implementing ITIL best practices.
• Excellent communication, Strong stakeholder management and the ability to communicate complex technical details effectively.
• Analytical thinking to evaluate network performance metrics and recommend enhancements.
• Adaptability to work in a fast-paced environment with evolving priorities & Adaptability to work under pressure in a fast-paced environment.