Saquib Ali Khan Email and Phone Number

Proactive monitoring of MPLS Core, Edge and Access network including WAN links using SAM 5620 tools.• Creating of MRTG graph (Internet customers) for monitoring and troubleshooting using Zabbix server.• Checking and proactive monitoring of alarms and inform to concerned team for restoration.• ISP links (i.e. Airtel, Reliance, Sify), Peering (NIXI, Google, Microsoft, Netflix, Amazon, Flipkart, Akamai, Mumbai – CH) bandwidth monitoring and management.• Preparation of Daily Report (includes complaints and configuration) and monthly MIS report.• Service provisioning/configuration of VPRN, Epipe, Internet customer links.• Customer complaints troubleshooting within a SLA.• IP Address management (both public (internet) and private IP assigned to L3 VPN customer).

Roles and Responsibilities:-• Monitoring: Responsible for monitoring of alarms generated on NMS for data links (ILL/NPLC and DLC) incidents, Alerts, service requests landing on services desk via Mail or Call so that entire requests will be assign to concern team on time and resolved within SLA.• Online Support: Providing online support by First Level troubleshooting for Managed Enterprise Internet Services (MEIS) by checking Router status Multi Router Traffic Grapher (MRTG) and by educating customer for DNS issues, IP Blacklisting issues, Particular site/portal related issues etc. Responsible for basic troubleshooting for all the data (DLC, NPLC, ILL) circuits by monitoring alarm through NMS. Network diagnosis via Trace Root, Ping, Monitoring Tools etc.• CSAT: Responsible to assign incident to concern team and engineers for early resolution and keep the track till issue resolution. Responsible to coordinate with Service Account Manager/Business Relationship Manager and Stakeholders to highlight critical events. Responsible to maintain SLA and CSAT.• Incident Management: Handling Customer Escalation and do the escalations to concern Service Heads to provide satisfactory resolution to customer complaint regarding Leas line Services.• Audits: Responsible for Audits as a daily checklist of pending complaint for maintaining desired Quality and customer satisfaction. • Service Improvement Plan: Coordinating with team concern to improve the performance of the network. Analysis of repeat calls and ensures that CAPA implemented to preventing recurrence of such incidents.• Vendor Management: Coordination with different Vendors during problem management process. Participating in periodic review with vendors. Also participating in internal as well external process audits

To do a household survey