MOHD SOBRI BIN LIWAN

• Lead a team of Service Assurance Tier 2
• Responsible for monitoring and responding to incidents in a 24/7 shift-based environment.
• Providing guidance and support to team members to ensure the team's success in delivering exceptional customer experiences.
• Guide and support team in achieving common goals as well helps the team understand the objective of the goals and how their work contribute to the success factor.
• Handles escalated customer inquiries and complaints to ensure customer satisfaction and resolution within Service Level Agreements – SLA
• Distribute tasks and customer escalated issue based on team member's skills and experience
• Regularly checks in with team members and offer guidance as well provides constructive feedback to support team development.
• Collaborates with other cross-functional teams within the organization to resolve complex incidents.
• Sent periodical update to the management on the incident status and resolution.
• Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
• Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.

• Serves as primary support of network operations by managing customer devices and end-to-end services, identifying sources of problems, and resolving configuration issues.
• Primary service lines will be managing and resolving incidents for AVTS, Anira & Remote Access Service (RAS); SHELL firewall and proxy including responsibilities of performing root cause analysis, configuration hardware and break fix.
• Primary service line for SDWAN technology e.g Cisco Viptela / Flexware / VeloCloud / Vyatta
• Resolve critical incident and situation by using tools, processes and systems as appropriate. Engage equipment and service vendors to support network operations.
• Ensure that any potential problems such as performance degradation, reliability and security issues are addressed timely and proactively.
• Be able to interface and communicate effectively across multiple teams in support of the customers' network
• Implement changes in network routers, L3 switches, and firewalls, including Juniper SRX, ASA Firewall, and Checkpoint R81 GAIA Firewall
• Configuration and maintenance of Zscaler Internet Access (ZIA) Cloud Proxy Service
• Backed up support desk team to handle user problems and technical concerns.
• Configured, tested and maintained LAN/WAN components and connections.

Technical Scope:

VMware SD-WAN - Velocloud appliance, Velocloud VNF

Juniper NFV - vSRX, NFX250 Network services platform

Cisco Viptela SD-WAN, Vyatta, Aruba Silverpeak SD-WAN

Firewall - Cisco ASA, Juniper SRX, Checkpoint, Palo Alto, ZScaler

• As a second level engineer
• Managing customer and event ticket (monitoring tools) on troubleshooting toward resolution of issues found.
• Primary Service line will be managing firewall for CIBC customer.
• Assessing the impact of the issues. Whenever necessary, engagement to customer initiated, continuous communication and immediate information on progress and completion of the issues.
• Instigate vendors and any other technical team whenever necessary in speeding up the resolution of the issues. Triggering alert to management and involved in technical bridge discussion.
• Involved in deep technical discussion where technical knowledge on routers, switches and firewalls are challenged and managed in order to resolve the issue. Some technical decision making is also required in selecting the best solution toward resolution of the issues
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.

• Proficient in Layer 2/3 network configuration and troubleshooting on Cisco, ATI, and Juniper platforms, including VLAN provisioning, dynamic/static routing (RIP, OSPF, IGRP), ACL/IP filtering, STP, firewall policies, DHCP services, and RAD device integration (RiCE1, Multiplexer).
• Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
• Maintained records for each project and engineering discipline.

• Handled customer support via phone, provided prompt feedback on reports and inquiries, performed remote troubleshooting, and initiated service tickets to ensure issue resolution and follow-up.
• Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
• Mentored junior engineers, sharing best practices that contributed to improved team performance over time.