Lead-Global Service Operations- SDWAN

Job Description
This role involves handling customer complaints for services on products like ILL, MPLS(L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), andMCC. It also requires a strong knowledge of NGFW and UTM security solutions. SME-levelexpertise is essential to address complex issues related to reachability, applicationperformance, throughput, and degradation. This operational role is focused on deliveringoutcomes that directly impact day-to-day operations and improve customer satisfaction.Additionally, it requires an in-depth understanding of customer network solutions for thementioned products to ensure quicker troubleshooting.Responsibilities1. Provide support for managing incidents and escalations related to customer issues.2. Manage customer queries, resolve issues, and ensure positive customer experienceby offering Single Point of Contact (SPOC) support for critical and high revenuecustomers.3. Collaborate with CFT teams to address escalations, monitor performance issues,and manage outages.4. Preparing Root Cause Analysis (RCA) reports for complex and escalated cases andimplementing Preventive Corrective Actions (PCA) to ensure complete resolutionand customer satisfaction.5. Supervise, provide technical trainings, and motivate team members to achievebusiness goals and provide high-quality customer service.6. Participate in customer meetings to manage and address customer concerns,ensuring all pain points are tracked and resolved to closure.Desired Skill sets1. Strong leadership and communication skills.2. Good knowledge of troubleshooting on products such as ILL, MPLS (L3VPN/L2VPN),SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC.3. Certifications - CCNP, Cisco Viptela/VERSA-VNX 300/NSE-5&7, Zscaler,EnGenius/Mist/Meraki.4. Maintains awareness of the latest technologies in the domain.