Source description
About the role
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.
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