• Deliver 1st level technical support to business customers with complex services.• Serve as a technical escalation point for partners and customers.• Manage B2B change and incident notifications, ensuring SLAs are met (ITSM).• Oversee Root Cause Analysis and presentations for major B2B outages.• Assist in developing automation scripts for routine tasks.• Provide on-call support.• Test and monitor the development of systems (JIRA).• Propose and implement service improvements based on customer feedback.• Drive continuous process enhancements.• Oversee customer lifecycle from order to installation.• Support product development initiatives.• Manage field operations and customer communications.• Support Vodafone projects.• Run and analyze daily proactive customer reports.• Deliver service performance reports according to SLAs and KPIs.• Utilize proactive reports to prevent technical issues.

-Provided technical support to users/customers, resolving issues promptly.-Managed incidents and service requests within SLA timelines.-Acted as an escalation point for complex issues, ensuring timely resolution.-Facilitated clear communication between users/customers and technical teams.-Maintained detailed documentation for future troubleshooting efforts.-Provided training and guidance to promote user empowerment and efficiency.-Identified opportunities for process improvement and automation.-Monitored system performance and proactively addressed issues.-Collaborated with cross-functional teams and external partners.-Prioritized customer satisfaction through high-quality service delivery.-Mentorship