Job Description (Posting). GSM: Technical Client Advocate (TCA)The Technical Client Advocate (TCA) role is a single funded point of contact resource who provides consultation and proactive technical recommendations that enhance the network stability to drive a better experience during the entire customer life cyclePrimary responsibilities of the TCA are Problem Management Capacity Management Network Optimization Business Continuity Management Network Performance Management IT Service Management (including Risk Management and Service Improvement)Additional responsibilities include: Maintaining the network stability and looking for opportunities to enhance the performance of global customer networks and generate potential additional revenue. Partner with customers' account teams to develop and manage network and service plans to drive positive outcomes.Relative experience and must have experience: Problem Management( Proactive and Reactive) NOR ( Network Optimization Review) Capacity Management Continual service improvement (CSI) Risk ManagementCritical Requirement: Excellent communication and customer handling skills ITIL Certified with in-depth knowledge. Advance skills in Microsoft office Cisco CCNA certification or equivalent with in-depth knowledge ( Probably L2+ resource) Resource should have 5 to 6 years of relevant experience in network data.Technical requirement with basic knowledge: L2 will work. LAN/WAN Routers and switched. SDWAN Wireless Firewalls (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Qualification B-Tech No. of Positions 1 Skill (Primary) Data Center-Network Data-Network Data Auto req ID 1342914BR
