AI
Job Description
Key Deliverables:
- Act as the single point of contact for technical engagements with assigned customers, ensuring seamless coordination with their technical stakeholders.
- Maintain optimal health of all critical and high-value solutions and proactively manage customer expectations.
- Provide timely resolution to escalations, ensuring SLA adherence and customer satisfaction.
- Monitor and measure KPIs and performance of all leased partners, ensuring compliance with contractual terms.
- Automate manual processes through tools and support auditing and performance appraisals of the technical team.
Role Responsibilities:
- Design, configure, and manage solutions aligned with customer requirements, with deep expertise in SDWAN and IP domains.
- Ensure robust support and technical guidance across SDH, DWDM, OTN, NPT, and EPT domains.
- Deliver expert-level support on P2P/P2MP services, Layer 0/1 networks, EoSDH, ASON, MoT, QoS, RSVP, and Multicast.
- Operate and troubleshoot Huawei, CIENA, ALU, TEJAS, ECI, and high-end DXC equipment.
- Lead incident, problem, and people management practices to improve service delivery and reliability.