Job Description Operational role that works under direct supervision, responsible for day-to-day customer service operations Responsibilities Maintain daily activities and routines. Ensure SLA are achieved & work proactively to maintain the same. Monitor WAN links, routers, and network devices using NMS tools on a 24x7 basis Perform Level 1 / Level 2 troubleshooting for WAN outages, latency, packet loss, and performance issues Log, track, and manage incidents and service requests through ticketing tools in accordance with SLAs Monitor and manage planned activities, maintenance windows, and downtimes Maintain network documentation, SOPs, and shift handover notes Proactively identify, troubleshoot, and resolve WAN-related incidents (MPLS, Internet Leased Line, SD-WAN, VPN, etc.)