Identifying and creating governance processes for capacity management, aligning with company standards Single point of contact

t within GNOC for all issues/escalations relating Networks. Troubleshooting issues related to network critical links for Global supported network Troubleshooting issues related to owned and managed network and security devices e.g. switches, firewalls, css load balancers in addition to all the GNOC managed devices Troubleshooting of all network/firewall Incident reported by Service Desk. As well as working on Service requests. Troubleshooting issues related to Layer 2/ 3 skills like Switching / Routing / Security / QOS, MPLS Networks. Provide escalation support and assistance to Global Change Operations teams. Customer service; take ownership and manage all support cases via ticketing systems, provide regular updates to end users/requesters and close tickets within agreed timescales Knowledge transfer, record incident resolutions and provide internal crosstraining to service Desk teams Problem escalation, network management reports and trend analysis Vendor escalation, chase 3rd party vendors and suppliers for regular updates and escalate where necessary Regular review of process and support documentation and amend where necessary Configuration of network/firewall nodes in response to Incident/Service requests Coordination of equipment replacement for service restoration Ensuring configuration compliance with Global standards e.g. standard NMS, IOS etc Working with 2nd and 3rd Level teams on major outages. Incident manage all the tasks, hosting conference calls, and running Incident management processes

 Validating and establishing company Capacity Management practices Delivers benefit as defined and directed by line manager Implements improvements to practice and client engagements, ensuring performance targets are met in the business area Ensures internal processes match the business needs Interacts with internal groups, assisting in the identification of root causes of problems Broker relationships with stakeholders on issues concerning WAN capacity Assist the Problem Management team to improve the process and address the repeated issues. Demonstrated ability to leads customers during customer conf call & ability to write timelines and technical reports. Focus on process improvement in the support department to increase both efficiency and customer satisfaction. Work with other technical groups to help resolve network and non-network issues;