Handling escalations from Level 1 engineers and providing resolution. Escalating cases to the next level (Advanced TAC) with all the details and specifics.  Handling cases from critical accounts. Training and knowledge sharing with the team. Working with the development team in identifying bugs in the code, verifying new codes and Bug fixes.  Performing audits on other engineer cases ensuring the progress of the case and thus abiding by company’s stringent policy to meet customer expectation and provide timely resolution.

 Day to day responsibilities included picking up customer issues and working towards resolution in a timely manner.  Documentation of the issue and providing periodic updates to the customer till resolution.  Get on web meetings with the customer and troubleshoot the issue real-time in customer networks.  Provide expertise to the customer with network design and implementation. Provide root cause analysis to the customer as and when required. Hands on experience on different EX platforms in terms of design and architecture (EX-2200, EX-3200, EX-3300,EX-4200, EX-4500, EX-8200, EX-XRE)