• Own, lead and get all critical severity tickets (P1/P2) resolved as per managed services incident management process.• Ensure 95% plus planned and emergency changes success without any impact on customer business.• Ensure root cause found for 95% plus number of problem tickets together with their permanent solutions implemented.• Drive all major incidents, changes and problems resolution with full authority to meet SLA/SLO.• Manage critical incidents associated customer communications and handle customer escalations.• Review performance reports, service improvements, service quality and processes regularly. Update when necessary.• Handle conference bridge as a moderator to get critical outage/alert of high severity resolved by the timely and productive involvement of all stakeholders.• Represent managed services on critical tickets conference bridge and keep customers and internal stakeholders well informed about the outage resolution progress.• Prepare root cause analysis report for every critical outage and problem and share it with all stakeholders and also ensure permanent fix for every root found.• Represent managed services in all CAB calls and ensure successful implementation of all changes as per managed services change management process.

GTAA Incident Management*Drive the efficiency and effectiveness of the Incident Management process*Produce authorised management information*Manage and coordinate the work of the Customer Support Center (CSC)*Monitor the effectiveness of the IT Service Management tool and make recommendations forcontinued enhancements*Ensures the quality of the process*Empower Process Analysts to make decisions based on customer needs*Ensure compliance across processes and collaborate with other Process Managers*Monitor and report on process compliance across ITS (CSC and ‘n’ level support areas)*Coordinate activities between multiple ‘n’ level support groups to ensure adherence to Service Level *Requirements (SLR) where multiple groups are needed to resolve a single incident*Ensures effective communication to Senior Management, Customers, Users, and Technical staff

*Working closely with leads to ensure proper implementation of change management, incident management, capacity management and other operational procedures. *Keeping track of all evidence records for ISO 27001 and SSAE 16 compliance audits. *Weekly review of cloud access control and cloud capacity requirements, followed by identifying breaches, if any.*Generating weekly reports to change requests and incidents, to highlight, to highlight anomalies in change implementation or incident handling.

*People Handling, SLAs management and track team progress to ensure KRAs are met.*Change management – strategic planning for continued BAU, review, track, document and monitor production changes*Nagios alert monitoring to ensuring ticket SLA, RCA and timely escalation in case of disaster.*Manage Disaster recovery. *Monthly Cloud Ops reports and metrics. *Monitor cloud server load and capacity thresholds.*Customer escalations.*Provide L2 support for complex and high priority issues/migrations.*Structure a training schedule and train new jonnies.*Impart training on Mojo Networks products to team members and colleagues and clients.*Liaison with engineering and product management teams to resolve the customer issues quickly.*Maintain compliance tracking and evidence for SSAE16, ISO 27001 and internal SOC audits.*Manage internal knowledge base archives.*Manage team roster and transport roster

*Provide L2 support for complex and high priority issues/migrations*Provide L2 support and co-ordinate with cloud customer for large deployments on Mojo Cloud Services.*Dry run on test beds prior to major upgrades and complex changes to ensure flawless implementation.*Implementation of change requests on cloud services and components.*Cloud service migrations.*Cloud Server and other component upgrades*Nagios cloud service monitor and troubleshoot to find RCA.*Provide and schedule server reports for customers. *Generate and provide Mojo service reports for internal analysis.*Training new jonniesAdditional responsibilities: Took lead to setup new (Semi Tech) team dedicated to handle global cloud operation services.

*Handle support tickets vai emails, support portal and calls. *Troubleshoot issues for On-premise and cloud hosted customers.*Flashing OS on AirTight Servers and Sensors prior to on-perm shipment.*Settings up Servers and Sensors on an existing network for internal testing.*Analyze wireless assessment reports*Ensure an interactive and informative end-user experience*Cloud Server upgrades

*To provides Technical support for Set up and Troubleshooting for Linksys products like wired networking devices: Routers, switches, hubs, gateway, network cameras, LAN cards, adapters, bridges, gaming adapter, DSL and Cable modems.*Advance set up and Troubleshooting for Wireless Devices like: Access point, Repeater VPN and Blue tooth enable devices, Wireless LAN and Ethernet cards, Wireless Routers of B, G, and N Mode and DSL & Cable modems *Wi-Fi or Wireless Internet Connectivity Set up and Troubleshooting for advance devices like Wireless Print Server, Wireless Media Center, Range Expander, Wireless Internet Video Camera, Wireless Media Adapter, Wireless Storage Devices and Wireless Security Devices.Additional Responsibilities: Was selected for the pilot batch to initiate Linksys chat process. Handling 4 chat instances at single time.