Troubleshoot and resolve managed node issues across all technologies escalated by SMC front office or other departments by applying permanent and workaround solutions, additionally closely coordinate with Field teams as required till resolution.
Configuration various devices Sisco switches, Routers.
Coordinate and interact with other teams, providers or vendors to solve managed network issues whenever required.
Schedule and perform backup plans for all managed network elements across all technologies.
Optimize traffic to enhance performance and customer experience. (e.g., re-routing, load sharing and latency optimization).
Maintain a configuration database to document all active and passive manage nodes, connections, hardware, documentation and services.
Verify failover to standby system and provide mechanism for failover between servers.
Comply with ITC IT Security policies, requirements and procedures on all devices and severs in order toavoid any risk/threat on network
Documenting and following up on important actions and decisions.
Manage phone calls and correspondence (e-mail, calls, etc.)
Deal with customer complaints or issues
Supporting other teams with various administrative tasks
Diagnose Trouble Ticket, identify the root cause, interface with customers, partners, field operation and implement all possible solutions for restoring service within the agreed SLA.
Operate and update Fault and performance management systems to reflect new network elements addition, modification or removal on the existing SolarWinds fault and Performance management system.
Answering all business calls, TS & taking requests & passing to concerned teams.
Raising the trouble tickets for any business-related incidents from Remedy or any other application.
Changing the status of TT as per the workflow
Providing the Technical Assistance to the Field Staff.
