Lead - Problem Management

• Responsible for setting up industry level best practices and processes. Handle the problem management, audit the network for repeat issues and drive correction at scale to reduce the repeat incident,
• Must have hands-on experience on configuration & troubleshooting protocols such as BGP, ISIS, OSPF,MPLS L3/L2 VPN, Multicast.
• Service Experience function SPOC for management level and cross functional discussion for Problem Management. Must be effective communicator and influencer.
• Lead the problem management lifecycle, including problem identification, analysis, and resolution.
• Conduct thorough investigations into recurring incidents to identify underlying root causes.
• Collaborate with technical teams to develop and implement solutions to prevent recurrence
• Strong emphasis on digitization and Single pane of glass ecosystem for effective service management.

Deliverables

• Monitor and analyze problem management metrics and KPIs to identify trends and areas for improvement.
• Recommend and implement process enhancements to improve efficiency and effectiveness.
• Enable a culture of continuous improvement and knowledge sharing.

Major Challenges Incumbent needs to have a vision of the current challenges and concerns of the Technical Solution/ process gaps , as well as impact analysis over the network during support and delivery . Excellent configuration Management & Troubleshooting Skills upto advanced level are essential to develop strong circle of influence across the direct customers/vendors and partners . Internally, needs to guide/align teams to deliver the desired support based on drafted Standard Operating Procedures.

• Excellent leadership and communication skills
• Teamwork and collaboration
• Analytical and problems Solving
• Process oriented and understanding
• Networking and inter-personal skills
• Good knowledge of L2 & L3 MPLS VPN, QOS, Transport, Mobility and ISP
• Pyhton & Scripting skills will add value