Lead -Customer last mile

Job Description

Purpose: We are looking for a Manager who can actively engage with our Business Partners for resolution of our Enterprise and Top I&B accounts network related issues. This is a critical role to manage & require expertise in Process Management , Team Handling & Partner Management. Responsibility: Managing Customer Tickets : Excellent understanding of Customer Issue & Resolution Process. Experience of working on High SR volumes averaging 20-25k tickets per Month. Team Handling Experience: Should have Team Handling Experience(15-20 Team Members). Partner Management : Daily/ Weekly/ Fortnightly engagement with Business Partners. Good Knowledge of ISP Network : Hands on experience of Switches/Routers , skilled to work in a complex network ,role requires engagement with >400 Partner ISPs for issue resolution. PPPoE Configuration : Set up and configure PPPoE servers and clients to ensure smooth internet access for customers. BGP (Border Gateway Protocol) : Implement, manage, and troubleshoot BGP routing for efficient internet traffic routing. Static Routing : Design and maintain static routes to optimize network traffic flow. Traffic Shifting : Manage traffic shifting between links to optimize network performance. P ort Forwarding & Load Balancing : Implement and manage port forwarding rules and load balancing to ensure seamless data flow and redundancy. Project Management :Ability to run Cross-Functional Programs for improvement in Resolution Process , SLAs & Ticket Inflow reduction. Analytics: Ability to analyse customer issues & eradicate tickets for improving Customer Experience , hands on expereince on Excel for network data analysis , Pivot and reporting.