Subject Matter Expert - IT

SME

- Responsible to provide operation support for reported cases. Active involvement in all critical cases.

- Responsible to support technical solutions offered to customer covering Security products Palo Alto , Fortinet , Zscaler , Prisma.

- Work experience/Knowledge on Networking products like MPLS, SD WAN will be added advantage.

- Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.

- Maintain quality standards to achieve optimal levels of operation and KPI targets.

- Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.

- Support implementation for any new network updates, Planned Activities, and change Management.

- Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e., enhancements, updates, upgrades, new systems).