Ashfaq A. Email & Phone Number

Chennai, Tn, In

Heading devOps and Network and security business Support Operations for MSP AccountsDelivering End to End Network Automations of ADC and Firewalls.Certificate lifecycle Management,DC Automation Management.Leading Devops,Automation, Network and security Support operations of multi accounts in delivering ease of work through Automation.Building new automation use cases upon different networking requirements, Enhancements to the existing workflows upon business change model and facilitate 24x7 support operations.

India

- Manage a team of Network Security Engineers, monitoring and ensuring support is consistently delivered within service level agreements to Sophos customers.- Recruitment for new team members.- Coordination of training of these team members to achieve Support standard knowledge.- Monitor and review the TAC Support work levels, looking for ageing cases and review them to track activity levels. - Co- ordinating with the Support Engineers and other Team Leaders when there is a risk to service levels- Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the Sales/Customer/Support.- Escalate Hardware/OS issues to R&D and Product Management teams - Prioritize escalated support cases and defects- Document and record all activities and communication with support staff or customers according to quality standards of each department.- Recording of all activities in salesforce case logging system and bug tracking in Jira tool system which needs to be updated so progress can be tracked for each incident.- Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.- Liaison with other departments within Sophos to provide technical support input into development and testing of products/New firmware.- Drive weekly technical meeting with the Escalation engineers to ensure team is technically well versed- Ensuring service levels of every technical incident case is achieved as per the defined customer’s Service Level Agreement. - Escalate in a timely manner to avoid SLA infringements.

Chennai Area, India

Setting and meeting performance targets for speed, efficiency and quality.Liasing with Network engineer, Network specialists, Senior specialists and principal network engineers to gather information and resolve issues.Maintaining up-to-date knowledge of industry developments and involvement in networks.Monitoring cases to minimize errors in t/s and customer network errors and track operative performance.Reviewing the knowledge of engineers, performance level, identifying training needs and planning training sessions.Handling complex customer complaints or inquiriesResponsible for Customer surveys and answering customer queries through customer forum & Escalation queueIdentifying outliers and providing training designed as per performance report analysis.

Chennai Area, India

Responsible for overseeing the daily activities of teams.Ensuring that appropriate staffing levels are maintained at all times Delegating tasks, negotiating workloads and assessing staff performance.Resolving disputes between members of teams.Coordinating, attending and leading Client meetings.Communicating client requirements and delivering results.Communicating daily requirements and targets to the teamMaintaining quality standards by being quick to address any quality related issues.Making sure all tasks given to staff are done on time and to the required standard.Organizing and conducting team meetings.Ensuring team members are prioritizing their work duties appropriately.