Digital Infrastructure Transformation Specialist
4 days ago
- Serve as Subject Matter Expert (SME) for digital transformation projects, focusing on SDWAN, Cloud Firewall, Enterprise Routers and Switches, and Enterprise Wifi.
Provide consultancy and respond to integration issues that may arise. Collaborate with internal project teams and field engineers to deliver resolutions.
During the transition period, offer training and guidance to customers on the deployed infrastructure, addressing their IT department's needs.
Review current project progress and work with customer solutions specialists to propose future digital transformation phases.
Partner with the Network Operations Center team to manage services, including:
- Monthly reporting, service analysis, and incident tracking.
- Project planning and scheduling, improvement planning, ongoing service review, and enhancement.
- Quarterly performance reviews, highlighting bottlenecks and security compliance.
Act as the main point of contact for further clarification and facilitate ticket creation if necessary.
Represent customer interests within the company, ensuring their needs are prioritized.
Compile actionable insights from customer feedback and project outcomes to drive continuous improvement.
Manage fault reports, coordinate internal teams, and resolve key customer issues promptly.
Handle change requests in accordance with agreed SLAs and implement them timely.
Analyze monthly fault and change request reports, presenting insights and identifying trends.
Maintain detailed records of customer interactions, project milestones, fault resolutions, and change requests.
Drive continuous improvement through actionable insights from customer feedback and project outcomes.
Perform ad-hoc duties assigned by superiors as required.
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