Overview

The Subject Matter Expert (Support & Ops) ensures swift and effective resolution of escalations and incidents within the Support & Operations area. This role emphasizes adherence to SLAs and quality standards, fostering positive customer satisfaction through proactive communication and expert guidance in SDWAN and Wireless WLAN technologies.

Responsibilities

• Ensure Timely Resolution And Compliance With Quality Standards For Escalated Tickets And Incidents Related To Sdwan And Wireless Wlan Technologies, Adhering To Agreed SLAs.
• Mentor Team Members And Administrators, Prepare Standard Operating Procedures (SOPs), And Maintain Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Guidelines While Participating In Capacity Planning For Network Resources.
• Actively Engage In Customer Meetings To Address Issue...