Job Description

• Support incident escalations from the NOC
• Perform Operational support activities in production environment
•  Analyze, Respond, Troubleshoot technical issues realted to Network
• Providing a high level of service to customers and adhering to strict SLAs for response and restoration times
•  Problem determination, workaround resolution, root cause analysis, major incident management
• ● Take care of Operational network requests to provision new connectivity, troubleshoot IP connectivity issues escalated from internal cross functional teams and/or external customer issues in the production environment.
• Provide timely and accurate support for all provisioning requests such as Firewall Rules, Switching, Routing, load-balancing and/or VPN requests for new revenue opportunities
• Prepare Documentation for troubleshooting Network issues (Ensure that solution and network support documentation is maintained to the highest quality and accuracy)
• Prepare Knowledge base articles (Creation and distribution of knowledge and information with other team members and the company)
• Share knowledge with NOC team for reoccuring network issues and train them
• Vendor follow ups
• Create productive relationships with and between key stakeholders
• Providing assistance and cover for other team members where required