Responsible for Leading, Motivating, and Assigning work to a small team. Aims at improving processes and motivating staff to do the same. Responsible for following overall Control Procedures Manage Operational performances to meet KPI targets through optimizing quality and service.Maintain constant communication with Senior Management and staff to ensure proper and smooth operations of the organization. Serving as Primary Point of Contact for assigned projects.Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity. Track staffing requirements, assisting in hiring new employees as needed.Collaborate with other departments within the organization (HR, IT, etc.) to resolve issues.Conducting meetings and disseminating various reports like: Minutes of Meeting (MOM), Weekly Progress Reports (WPR) etc., to all the concern parties.Reading, understanding, and adhering to organizational Standard Operating Procedures (“SOP”).

Provide ongoing administration and support of Corporate Network Infrastructure of the client.Use our system resource utilization and monitoring tools to identify potential problem areas before they result in incidents. Support of Incidents, Problems, Service Requests, and Change management.Involved in the Development of team resources and quality of output, including engaging and developing all engineering team members authoring, evaluating, and explaining technical specifications planning and allocating workload.Identify incident trends and mitigating actions for Problem Management. Coordinate work efforts by domains for Incident Management.

Direct and administrate a contingent of network analysts and technicians, and where necessary, conduct performance reviews and corrective action.Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end-users regarding pertinent infrastructure activities.Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems.Managing external relationships managing technical relationships with clients, partners, and suppliers providing technical yet readily understandable input when communicating with clients, partners, and suppliers, including in all pitches and preparations for new projects overseeing.

Develop an understanding of the clients’ requirements and provide a solution appropriately.Liaise with the Customers and with various internal/external teams as the focal point for all high priority & major incidents reported.Provide technical direction and coordination to the various resolver groups involved in handling and solving those incidents.Identifying Problem Investigation, acting as an initial escalation point for day-to-day Problem investigation issues.Manage and drive third parties to the quick resolution of incidents.Engage with support groups to arrange and schedule resources/actions, and coordinate the investigation and solution of Known Errors.Use the Escalation matrix appropriately to get an appropriate level of focus from technical teams and management

Responsible for Configuration Management, which includes Feasibility and Configuration of new customers and maintaining existing customers in the system through Metasolv (M6).Responsible for Complaint Management, which includes allocation and closure of complaints in the system through Remedy Software.Provide Technical Support to Field Engineers and coordinate with them regarding the installation of new customers, maintaining existing customers, and providing feasibility.Solving Escalated Complaints and providing support to Customer Service regarding the closure of complaints.Responsible for Maintaining of Digital Subscriber Line Access Multiplexer (DSLAM) through PEM Client. Looking after the Broadband POP (in Co-ordination with NOC Team at HO).

Looking after the Network, Software & Hardware part of The Hub comprising of total 40 computers.Carrying out LAN / WAN installation and configuration. Preparing and Supervising The Hub for the smooth conduction of various online examinations such as IIB-Mumbai, and NSE-Mumbai.Keeping up with records and sending them daily to the seniors. Developing and Maintaining Customer Relations and convincing new customers to be a part of The Hub.