• First point of contact with customer cultivating customer relationship and customer satisfaction. • Proactive network monitoring network relating to system performance impairments and hardware/software faults. • Respond to network alarms and events in a timely fashion. • Perform triage, fault isolation, and remediation of network events. • Driving internal process management through issue support and resolving customer issues. • Process tickets which may include escalations, alarms, incidents and service requests reported by monitoring tools, ticketing portals, calls, and emails.