Responsibilities
- Responsible for ensuring that SLA commitments are met, including monitoring and reporting of the same.
- Responsible for ensuring that projects and activities are completed as per commitment.
- Responsible for conducting regular network infrastructure review to assess gaps and recommends changes to support the present organizational needs.
- Responsible for ensuring optimal performance and availability of all enterprise systems.
- Responds to and addresses security incidents and IT security policy violations pertaining to the enterprise infrastructure level immediately.
- Provides support for the research and development work to come up with solutions to address business requirements and bring out improvement initiatives.
Qualifications
VoIP Troubleshooting
- Hardware and network troubleshooting (router, firewall, NAT configuration)
- Call quality troubleshooting (jitter, latency, packet loss, etc.)
- Call flow setup/configuration
Domain & DNS Management
- Fundamental understanding of how Domain Name Systems work.
- Configure and maintain DNS records to support email, web, and third-party services.
Technical leadership
- Primary technical and functional point of contact
- Trusted advisor role, managing relationships and expectations
Requirements gathering & problem-solving
- Identify issues, gather requirements, clarify expectations
- Diagnose root causes, resolve data discrepancies, and troubleshoot complex systems
Data & systems expertise
- Subject matter experts in products.
- Analyze data trends, patterns, and anomalies
- Ensure accurate, compliant data and system readiness
Cross-functional collaboration
- Collaborate with support, success, and product/engineering
- Continuous communication between departments and following SLAs
Security, compliance & risk awareness
- Enforce data security and regulatory compliance (HIPAA familiarity is a plus)
- Address escalations and system concerns in real time
Communication, ownership & enablement
- Deliver knowledge transfer and enablement
- Create documentation, tracking changes in product/system, and sharing resources
