Responsible for the monitoring and troubleshooting of connectivity services of the company. This also includes providing technical, presales, provisioning, operations and maintenance support services such as the resolution of customers, systems related issues, operating systems, system design and engineering, and provisioning, upgrade, termination of connectivity services.

Support service delivery to ensure contracted service level agreements and key performance indicators are met or exceeded.

Provide technical support to all aspects of the network operations including the operation, maintenance and repair of all mission critical equipment and systems supporting a 24x7 network operation to achieve 100% uptime and 100% compliance with all customer SLAs.

Ensure adherence to all standard operating procedures (SOP), method of procedures (MOP), and emergency response procedures (ERP) established for the critical environments, as well as the formal change control process.

Participates in the scheduling, coordination and completion of all significant planned and emergency maintenance events for the network and ensure these activities are executed in a controlled and proven method to ensure the reliability of the critical loads supported by these systems.

Coordinates with different technical personnel / groups within the company, externally with contractors, equipment suppliers / vendors to deliver high quality services.

Ensure attainment of Network Operations Group functional objective and quality objectives reflected in the company’s ISO Certifications

Provide regular reports/updates and accomplish special tasks as assigned by Supervisor