Oct 2024
Present
Senior Executive ESOC
Reliance Jio
Mangalore, IN
Reliance Jio is a telecommunications company in India offering affordable mobile phone services, high-speed internet, and digital content to millions of users.
- Handled customer queries for products such as ILL, L2VPN, L3VPN, SIP, and TFN, while coordinating with the NOC and field teams for resolution.
- Provided technical support to L0-L1 advisors by leveraging extensive networking experience
- Conducted L1 troubleshooting for clients using JIO Leased Line and bridge connectivity via X-shell (Putty).
- Monitored and maintained network performance, addressing Lease Lines and LAN/WAN issues using tools such as ESAT, HPSM, and GENYSYS.
- Collaborated with engineers and clients to resolve issues, ensuring compliance with SLAs and maintaining service availability.
- Ensured service delivery aligned with agreed SLAs, diagnosing and troubleshooting problems while managing escalations.
- Assisted field engineers on-site and communicated service status during downtime, providing direct support and timely updates.