• Identify recurring network issues for high-revenue customers facing frequent disruptions, resulting in successful implementation of a new path and stabilization of network, effectively resolving the customer's concerns.• Oversee customer handling and first-level troubleshooting, including analyzing queries and resolving issues.• Create incident documentation, detailing root cause analysis results, approvals, and corrective action plans.• Monitor and support company's network and data centers to ensure efficient operation.• Implement service improvement programs and resolution of fiber-related issues.• Manage customer tickets, troubleshoot, update, and confirm with domestic and global customers.• Coordinate with third-party vendor teams for network-related issues and provide timely support to field teams.• Support customers on service support, hardware upgrades, device backup, and link failover tests.• Document all commitments and action items, manage major incidents, and provide workarounds within SLAs.• Follow up on critical incidents with respective teams and push for timely resolution within SLAs.• Perform and analyze incident management reports for problem management reviews and RCAs.• Collaborate with Change Management leaders on major incidents and correlate them with requested changes.• Establish strong working relationships with business Service Managers, Service owners, and wider business stakeholders to drive service improvement.

• Implemented and troubleshot various network links including MPLS, Leased line, ISDN, VSAT, and RF.• Monitored and reported on router performance metrics such as CPU utilization, memory utilization, traffic, and bandwidth usage.• Regulated customer services using CA Spectrum, ServiceNow, and CRM tools.• Ensured end-to-end connectivity (PE-CE) and identified BSO issues in infrastructure, coordinating with backend ISPs.• Coordinated planned work activities with L3 Team and POP Field remotely.• Resolved major outages, including outage notification, coordination with field personnel and L3 Team.• Collaborated with problem management, change management, NOC, circle, IP team, provisioning, planning, solution, and fiber teams to enhance network quality and service delivery.• Harmonized with Service Delivery and feasibility teams on customer services.• Conducted monthly Circle reviews with Circle heads to strategize for improved service.• Assisted in new installations and migration to new customers.