lead SDWAN Fortinet

Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of FortiGate SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Responsibilities - 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-1 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. Desired Skill sets - Troubleshooting and hands on knowledge on Fortigate - Good knowledge on implementation, installation, integration troubleshooting and overall functionalities - Experience in troubleshooting platform related issues, data backup, restoration, retention - Maintains awareness of latest technologies in the domain