Singtel EDMS Global Operations• Escalation Contact for multiple centers and upper management.• Supporting Mega-pop, C+ services, Singnet, STIX, SDWAN, NFV and Infra trunk related issues• Provide network operation support on day to day activities (such a handling incidents, service request, changes and troubleshooting) and resolve issues in a timely manner.• Support incidents of other nature that would have a dependency on network WAN and LAN.• Make sure that Service-Level Agreements are met on a day to day basis and customers are updated progressively.• Works on the complex issues closely, until incident is resolved/closedProvide basic /advanced technical support and assistance to customer base, subscribing to a wide range of products and services. Devices include Routers, Switches, WAN Optimizer, vManage, vEdge and etc. Vendors like Cisco, Juniper, Riverbed, Huawei and etc.• Good knowledge in ITIL process and best practices• Training internal teams whenever required

• Provide network operation on day to day activities such a handle incidents, service request, changes and troubleshooting.• Support incidents of other nature that would have a dependency on network WAN/LAN/Wireless/Security.• Investigate root cause of incident as part of Problem Management, implement remediation to remove errors on the network Infrastructure.• Participate or Lead ad-hoc project as required.• Any other network related activities.

• Member of the LAN/WAN Network Team for Johnson and Johnson Global.• Operate in a 24/7 environment, manage proactive network events, perform initial diagnostics, repair Verizon and third-party access problems, replace and reconfigure Customer-Premise Equipment (CPE), and escalate to higher level technical support groups if necessary.• Provide basic /advanced technical support and assistance to customer base, subscribing to a wide range of products and services. Devices include Cisco Routers, Switches, Firewalls, Load Balancers, Access points and etc. Vendors like Cisco, Juniper, Riverbed and F5. Also high end devices like Nexus 7k, 5k and 2K, 72xx, 65xx series switches. • Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of customers.• Utilize network performance monitoring tools to identify and analyze impairments that may affect services sold.• Perform end-to-end trouble isolation and repair on physical and logical layer services for our customers and devise action plans on more complex issues, as well as oversee the execution of these plans.• Troubleshoot problems and independently identify, select and recommend appropriate methodologies• Utilize test tools and equipment to isolate the cause of impairments on the network and with various LECs, PTTs or other provider networks.• Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within established baseline objectives• Drive product vendors to address network requirements, and fix network anomalies.• Maintain accurate logs of trouble isolation and repair efforts.• Drive and deliver results and thrive in a fast-paced, 24/7 environment, has strong analytical, decision-making, organizational, communication and customer-service skills

• Member of the Senior Technical Team [ Subject Matter Expert /Critical ]• Function as Escalation Manager [ Supervisor/Mentor ]• Make sure that Service-Level Agreements are met on a day to day basis.• Receives calls from TSP whose customer is looking for a manager on duty.• Responds to emails in a timely manner of customers who escalated through client website and/or high management.• Contributes to other projects/initiatives for process and account performance improvement.• Handles tickets that are technical in nature including Routing, MPLS Circuits, Latency and DIE (Disconnect in Error).• Handles Full/Fractional T1 circuit testing, Head to Head and Cooperation testing with other service providers.• Handles tickets escalated to client in top management for proper handling and monitoring until resolution.• Handles tickets of customers, from problem determination to resolution, whose business is critical in nature• Provides assistance to Global Escalation Managers (GEM) through a support room on tickets that has been escalated to them.• Reviews chronic and/or intermittent tickets and provides recommendations and next step to resolution.• Coach TSP who’s troubleshooting steps in a ticket became far from appropriate.• Keep customers and management updated on efforts aimed at restoration of their services.