who can handled products support/telecom product support/any telco/domain...
Manage and mentor a 24x7x365 NOC/MS support team in daily operations by effectively communicating expectations and goals and driving accountability; planning, monitoring, and appraising results.
Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
Develop policies and procedures to enhance workflow efficiencies and ensure SLA/KPI compliance.
Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC/MS performance.
Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience.
Generate and process trouble tickets for technical support and drive to resolution.
Manage ticket escalations and coordinate support from different organizations.
Identify alarms, perform diagnostics, troubleshooting for OBRM & CRM products
Respond to internal and external customer escalations.
Perform duties in a high pressure, face-paced environment.
Create reports for all stakeholders (internal management and customers )
Host / attend internal and external performance review calls as requested.
Provide leadership and direction with peers and subordinates
Work on Change Request
