• Take full responsibility for my team and region's activities and ensure that customer service and SLA are delivered. • Drove monitoring of operational performance metrics and KPIs through performance reports and carried out trend analysis to identify root causes of degradation and ensure permanent resolution. • Acted as 24/7 primary and single point of contact in managing high-priority incident escalation for customers to ensure incident impact and MTTR were reduced. • Carried out daily and weekly network performance analysis on poor-performing sites and repeated issues to streamline issues, root causes, and areas of concern for permanent fix.