Mladenovic Mladenovic

-Leading the incident team and taking full responsibility for covered service to the customer
-Coordination of incidents reported by customers and users
-Coordination of resolving parties and engagement of technical teams
-Leading incidents to a fast resolution
-Managing emergency incidents with high business impact
-Continuous contact with customers' business representatives, end users, and 3rd party
vendors
-Co‑operating with engineers, in order to provide and communicate
resolutions/workarounds to customers
-Responsibility for keeping SLA time on an agreed level
-Managing and processing the highest level of customers' and service managers' escalations
according to SLA

-Receiving and processing reactive inquiries and alerts ( in a form of reactive tickets/emails)
from customers regarding the potential problem with the customer's equipment ( mainly
switches and routers ).
-Engaging local internet service providers and other resolver groups ( mainly parts of AT&T )
for further isolation and problem‑solving on the network (depending on which part of the
WAN is affected) within SLA, via email/ticketing system/phone.
-Constantly monitoring the current active tickets queue and following up with
customers/resolvers regarding the current status of the incident.
-Performing level 1 troubleshooting on WAN/SD‑WAN ( with a focus on switches and routers ).
-Engaging customers to perform necessary checks in order for issues to be isolated.
Proactively monitoring and checking equipment for possible issues.
-Creating change requests (using the ServiceNow ticketing platform)