Aijaz Ahmad Ahanger

Global Tier 3 Escalation Handling:

• Manage and resolve complex technical escalations from global partners, including bug reports, API integration issues, custom development needs, and feature-specific queries.
• Liaise with internal development and support teams to ensure timely resolution and clear communication with stakeholders.

Product Management & QA:

• Collaborate closely with the product team to shape the roadmap, evaluate feature requests, and define sprint priorities.
• Conduct quality assurance testing on new product features, ensuring high standards of performance, usability, and compatibility before release.
• Provide detailed feedback and validation to streamline release cycles.
• Partner with the development team to prioritize and resolve bugs.
• Design and implement interim solutions or workarounds for issues that can be mitigated without direct development involvement.

App Submission Operations:

• Lead a specialized team responsible for mobile/web app submissions, ensuring compliance with evolving app store requirements.
• Troubleshoot and resolve submission failures, manage updates for new requirements, and optimize the end-to-end submission process.

• Part of Cisco TAC Cloud Collaboration Team delivering great customer experience to the Cisco enterprise customers.
• Support Cloud and Hybrid Products: Cisco WebEx, CMR Cloud and Hybrid, SparkServices (Call, Message, Meet), hybrid services along with phone and configuring end points connected to the cloud.
• Providing Product Support which covers configuration queries and technical issue troubleshooting for WebEx Products.
• Good network troubleshooting skills with the understanding of TCP/IP, SIP protocols and protocols including HTTP/HTTPS, DNS collecting and analyzing the required logs for troubleshooting purpose like, HTTP, Wireshark, API and WebEx tracer.

• Installation & configuration of a company's computer hardware operating systems and applications.
• Handling Windows operating system technical issues including download, install, upgrade/downgrade and activation.
• Troubleshooting windows OS issues like Windows performance, services, drivers, user profile and IE issues.
• Collaborating with other teams to ensure the issues are resolved and make sure the tickets are handled as per the given SLA. Ensured quick resolution of user concerns and escalated more complicated issues to next level team.