Responsibilities Responsible for ensuring that SLA commitments are met, including monitoring and reporting of the same. Responsible for ensuring that projects and activities are completed as per commitment. Responsible for conducting regular network infrastructure review to assess gaps and recommends changes to support the present organizational needs. Responsible for ensuring optimal performance and availability of all enterprise systems. Responds to and addresses security incidents and IT security policy violations pertaining to the enterprise infrastructure level immediately. Provides support for the research and development work to come up with solutions to address business requirements and bring out improvement initiatives. Qualifications VoIP Troubleshooting Hardware and network troubleshooting (router, firewall, NAT configuration) Call quality troubleshooting (jitter, latency, packet loss, etc.) Call flow setup/configuration Domain & DNS Management Fundamental understanding of how Domain Name Systems work. Configure and maintain DNS records to support email, web, and third-party services. Technical leadership Primary technical and functional point of contact Trusted advisor role, managing relationships and expectations Requirements gathering & problem-solving Identify issues, gather requirements, clarify expectations Diagnose root causes, resolve data discrepancies, and troubleshoot complex systems Data & systems expertise Subject matter experts in products. Analyze data trends, patterns, and anomalies Ensure accurate, compliant data and system readiness Cross-functional collaboration Collaborate with support, success, and product/engineering Continuous communication between departments and following SLAs Security, compliance & risk awareness Enforce data security and regulatory compliance (HIPAA familiarity is a plus) Address escalations and system concerns in real time Communication, ownership & enablement Deliver knowledge transfer and enablement Create documentation, tracking changes in product/system, and sharing resources