Assistant Manager

This role involves handling customer complaints for services on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. It also requires a strong knowledge of NGFW and UTM security solutions.

SME-level expertise is essential to address complex issues related to reachability, application performance, throughput, and degradation. This operational role is focused on delivering outcomes that directly impact day-to-day operations and improve customer satisfaction.

Additionally, it requires an in-depth understanding of customer network solutions for the mentioned products to ensure quicker troubleshooting.

Responsibilities 1. Provide support for managing incidents and escalations related to customer issues. 2. Manage customer queries, resolve issues, and ensure positive customer experience by offering Single Point of Contact (SPOC) support for critical and high revenue customers. 3. Collaborate with CFT teams to...