Responsibilities:• Analyse network outage.• Look for options to resolve the problem • Direct contact with customers for probing /trouble shooting.• Check flagged tickets for escalation.• Ticketing and documenting cases. Working towards improving the turn around time and provide solutions.. Volunteering to promote other products,services to the customer over issue Resolution. • Handling escalations by Analysing previous tickets reported by the Customer • Multi-tasking and co-ordinating with Team leader and SME’s for process improvement.