Experience & Skills:
Job Deliverables:
Technical Support & capability building:
Handle Technical escalations & crisis Management.
Experienced in Data centers, disaster recovery (inc. migration) & Mock drill, BCP Enablement activities
Experienced in supporting heterogeneous IT environment for large Manage Service and System Integration accounts, deep SME support and client value add.
Taking accountability for Technical Domain team performance, meeting technology support needs based on the customer deliverables, Major Incident Management and driving future technology demand for Network & Security Technology Domains.
Keeping up to date with technology trends and developments.
Responsible to build a technical team with an appropriate support capability in line with the service offerings and customer technology landscape.
Ensure the appropriate bulge mix of L1, L2 & L3 skills for Implementation and Support in Network and Security Technology Domains.
Responsible to plan and train the technical team time to time to meet the upcoming technical demands and support needs.
Responsible for planning and achieving the necessary certifications both technical and process based on the business requirements for Network and Security Technology Tower.
Responsible for technical engagement and relationship building with the support partners and OEMs for Network and Security Technology Tower.
Work closely with service delivery team and ensure the agreed KPIs with customers are met, RCAs and technical analysis are completed on time, necessary improvements and process re-engineering are planned and executed.
Technical team handling:
Additional Locations:
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