Job Description & Responsibilities: Continuously track network devices performance, availability, and health (routers, switches, firewalls, servers). Handle customer support tickets related to network monitoring, alerts, and performance issues. Analyze alerts, events, and performance data to identify issues and recommend corrective actions. Troubleshoot issues related to network monitoring configurations and data collection. Support customers during implementation, configuration, and Proof of Concept (PoC) phases. Conduct technical sessions and remote meetings with customers to explain issues, solutions, and best practices. Work on assigned projects related to monitoring, observability, and IT operations. Collaborate with internal teams to resolve complex technical issues and close tickets efficiently. Prepare basic reports and documentation related to monitoring status and resolved incidents. Follow up with customers to ensure issues are resolved and service quality is maintained. Maintain proper documentation for tickets, configurations, and customer environments. Stay updated with ManageEngine product updates, features, and enhancements.