- Lead the team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and ‘readiness of network components and long haul vendor services.- Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).- Coordinate, monitor and track all Operation team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.- Ensure customer expectations are met when networks are upgraded, modified or decommissioned. Work closely with network engineering, operations personnel, Implementation and Product Development to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.- Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.- Drive proactive Problem Management and Continual Service Improvement (e.g., implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service.- Work with the Manager of Network Operation Group (NOG) to implement and enhance cross-functional maintenance management policies, standards and procedures driving to ITIL v3 alignment.- Oversaw a 20% reduction in incident response time by implementing agile ITIL practices and optimizingservice delivery processes.- Implement ITIL best practices to streamline operations and enhance service delivery.

- Ensure timely response to customer inquiries for assistance, coordinate potentially impacting long haul vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.- Support the staffing, onboarding, training, development and performance management of the NOC staff.- Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.- Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes (currently Remedy).- Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.- Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.- Work with Tier 3 Manager to improve Tier 1 and 2 troubleshooting and repair procedures.- Work with the Manager of Network Operation Group (NOG) to implement and enhance cross-functional maintenance management policies, standards and procedures driving to ITIL v3 alignment.- Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.- Maintain Operational Awareness and keep the NOG Manager well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.

• As a Radio Access Network engineer specializing in Radio Access Network (RAN), my role involves monitoring and maintaining the RAN infrastructure to ensure its optimal performance and reliability.• Proactively identify and resolve network anomalies, perform routine maintenance tasks, and collaborate with cross-functional teams to maintain network integrity and meet service level agreements, ultimately ensuring a seamless and reliable wireless communication experience for users.• Ownership on critical incidents for customers to deliver resolution with in SLA.• Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.• Able to follow and meet customer SLA for all the incidents and requests / responsible for the service delivery.• Undertake escalation for Enterprise Networking related matters from level 1 helpdesk engineers, perform level 1/2/3 on site troubleshooting and hardware field replacement works for customers.• Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.• Responsible for opening and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to me.

• As a Radio Access Network Engineer specializing in Radio Access Network (RAN), my role involves monitoring and maintaining the RAN infrastructure to ensure its optimal performance and reliability.• Proactively identify and resolve network anomalies, perform routine maintenance tasks, and collaborate with cross-functional teams to maintain network integrity and meet service level agreements, ultimately ensuring a seamless and reliable wireless communication experience for users.• Ownership on critical incidents for customers to deliver resolution within SLA.• Respond to alerts and incidents promptly, investigate root causes, and implement solutions to resolve issues.• Collaborate with cross-functional teams to design, implement, and maintain network infrastructure, ensuring scalability, security, and performance.• Document procedures, configurations, and troubleshooting steps for internal knowledge base and training purposes.• Able to follow and meet customer SLA for all the incidents and requests / responsible for the service delivery• Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.• Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.• Responsible for opening and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to you.

• As a Senior Customer Service Executive, My role entails overseeing and managing the customer service team to ensure the delivery of exceptional support and assistance to clients.• Responsible for handling escalated customer inquiries and issues, implementing strategies to improve customer satisfaction, and providing guidance and mentorship to junior team members, ultimately fostering long-term relationships and loyalty with customers.• Provided exceptional customer service and technical support to the company's most valuable clients • Acted as a trusted advisor, resolving complex issues and ensuring a seamless customer experience • Contributed to the development of customer service policies and procedures to enhance overall service

• Develop inspection methods to analyze product quality• Improve product quality by making recommendations for change• Work together with relevant teams and departments to improve products• Ensure products adhere to company and industry quality standards• Brainstorm ideas to create solutions for identified problems• Formulate a strategic plan to increase productivity in the business• Document results and findings after inspections are carried out• Implement a working system to ensure conformity and accuracy in the production process