Roles and Responsibilities: · Ensure network services meet agreed service levels and performance standards. · Prepare the various dashboards for the Operational and Service Review Meetings using the agreed metrices and formats · Create and drive Continuous Service Improvement (CSI) plans with the NOC and Field Engineering teams · Oversee resolution of network issues, ensuring minimal downtime and efficient problem-solving. · Implement and refine ITIL-based service management processes for continuous improvement · Act as a bridge between technical teams, customers, and management, providing regular updates on service performance. · Creating and implementing standard operating procedures (SOPs) for incident management, escalation, and communication · Identify potential risks and implement strategies to enhance network reliability. · Collaborate with third-party vendors to ensure compliance with service agreements. · Implementing ITSM best practices for continuous improvement. · Maintaining clear and timely communication with internal and external stakeholders regarding service status and incidents · Working with cross-functional IT teams to drive network reliability initiatives, capacity planning, and ensure efficient issue resolution Desired key skills: · Bachelor of engineering degree and 8-10 years of experience in a NOC environment · Experience in Large Enterprise Networks in Service Assurance Area, preferably at Service Management level · Knowledge on LAN/WAN/SD-WAN/UC preferred · Expertise in ITIL frameworks, esp Service Management · Ability to manage multiple tasks in a fast-paced complex network environment. · Strong skills in MS Office for reports, presentations. · Self-starter with attention to detail and ability to maintain focus over long periods of time. · Ability to work “on call” support at odd hours as needed. · Knowledge of Power BI, ServiceNow will be added advantage · Excellent communication skills Show more Show less