• Provide expert-level (L3) support for complex network incidents, specializing in SD-WAN, Cisco DNA Center, WAN, LAN, and WLAN technologies across global networks.• Serve as the highest technical escalation point for critical network issues, performing advanced troubleshooting and root cause analysis.• Act as subject matter expert for emerging network technologies, providing guidance and knowledge transfer to internal teams.• Ensure SLA compliance and deliver timely resolutions for intricate customer issues, utilizing advanced diagnostic tools and lab simulations.• Collaborate with field engineers, vendors, and service providers to resolve complex hardware/software problems.• Contribute to the company's technical knowledge base, adhering to ITIL standards and best practices.• Provide technical mentorship and training to service desk and incident management teams.• Optimize network performance and operations, with a focus on Cisco DNA Center and SD-WAN infrastructures.• Maintain comprehensive documentation of troubleshooting processes and case management in ticketing systems.• Participate in global expert teams for specialized network services, including legacy systems support.

-Validation of Change Request-Effective and Proactive coordination between different teams involved in the change implementation-Schedules change requests and ensure availability of required resources (human, hardware, orsoftware/configurations)Communication on change preparation & guideline to achieve internal customer confidence-Ensure the successful implementation of the change within the SLA-implementation of simple IP VPN changes as ( Adding static routes & advertising into BGP, Portassignment to VLAN ,Add/ Modify IP prefix-list entry,Changing Speed and duplex on LAN port)