Assistant Manager - Global Service Operations

Should be able to resolve complex IP/SDWAN application related issue.
Technical administration or troubleshooting to ensure the efficient functionality of the solution.
Incident Validation, Incident Analysis, Solution recommendation
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Act as a point of escalation for Level-3 customer service analysts
Coordinate with IT teams on escalations, tracking, performance issues, and outages.
Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
Publish weekly reports and monthly reports on customer service operations activity.