Incident, Change , Problem and Service Management:

- Ensure all incidents, service requests, and changes are resolved within SLA timelines.
- Act as the Key SPOC for escalations during the shift, providing timely updates and ensuring stakeholder satisfaction.
- Drive root cause analysis (RCA) and implement corrective actions to enhance service quality and minimize disruptions.
- Optimization of Operations:
- Analyze operational workflows to identify areas of improvement and implement process optimization.
- Leverage automation tools and scripting (e.g., Python, PowerShell) to reduce manual tasks and improve efficiency.
- Use advanced analytics to monitor trends and proactively resolve network performance bottlenecks.
- Advanced Problem-Solving Approach :
- Knowledge on complex network issues involving LAN/WAN, SD-WAN, and multi-vendor technologies.




- Collaborate with Level 2/3 engineers to resolve escalated incidents and propose design or configuration enhancements.
- Drive technology upgrades and patching plans to ensure a secure and optimized network workplace.
- Team Management and Leadership:
- Manage and mentor the shift team, ensuring high productivity and adherence to defined processes.
- Conduct regular skill enhancement sessions and knowledge sharing for team members.
- Manage shift handovers to ensure complete visibility into ongoing and upcoming tasks.
- Reporting and Documentation:
- Generate advanced performance reports, highlighting key trends, recurring issues, and areas requiring attention.
- Maintain up-to-date documentation, including SOPs, knowledge base, and escalation matrices.

📌 Shift Lead (Mumbai)
🏢 Orange Business Services
📍 Mumbai