MAJOR CAREER HIGHLIGHTS

xxxxx Reltio as Sr. NOC Engineer

E-mail: [Link] Developing KPI's and taking annual employee performance reviews
Contact: +91- xxxxxxxxx for the NOC Team.
Managing escalations within the team related to L1 NOC engineers
14+ years of Experience & Service Desk Engineers.
Taking care of resource requirement and ensuring adequate staffing
across all shifts.
Core Expertise includes~ ITIL & ITSM Stakeholder Maintaining the escalation contact matrix and processes.
Management~ Service Delivery Management Coordinating with other functional teams to maintain the on-call
status of other Operations and Development personnel.
Provided broad functional and technical expertise in the Working on any internal training needs that may be required for the
architecture, analysis, design, development and deployment of team to equip them to handle tasks more effectively
custom applications and/or acquisition, as well as their ongoing Primary point of contact for all customer escalations.
enhancements and support. Working closely with operations teams, development, and other site
Adept in utilising knowledge of ITIL and ensuring full compliance reliability staff to prioritize upcoming stage and live application,
with ITIL methodologies through the development of aligned deployment, or project tasks.
processes and internal procedures. Responsible for the outage and maintenance database to check the
Promoted as Network Engineer (Lead) in a span of 1 year at accuracy of the official product status announcement templates,
Dimension Data; appreciated by the CEO, VP for driving the and all other associated reports and documentation.
Change Coordination for NOC. Identifying the trends with the product outages and recommending
Actively own and drive projects and project teams to creatively suggestions to the develops and/or engineering teams that can
develop solutions, transform ambiguity into clear action plans, help with product availability.
challenge assumptions, assess & mitigate risks, elevate issues, Researching and recommending solutions for repeated manual
and push for timely decisions. procedure and lengthy operations.
Experience handling clients across the globe majorly Asia pacific Resolving issues related to cloud environments, network
and US clients. infrastructure, databases and applications serving customers.
Appreciated regularly for out of the box thinking abilities and Verifying that all reported Incident and problem management
contributions in providing tactful solutions for addressing critical tickets created for application and infrastructure supporting
issues and ensuring compliance with the SLAs product are accurate and keeping up to date
Acting as second tier response and technical support for incident
management and resolution
Responsible for escalating and prioritizing any unresolved issues to
the appropriate on-call staff and facilitating ticket closure in a
timely manner.
Managing incident communications regarding product availability,
product degradation, major incidents, or customer reported
issues to Ops Managers and other teams or personnel within SLA
parameters.
Performing timely notification updates to middle and senior
management electronically and via established communication
channels for extended outages and maintenance windows.
EMPLOYMENT HISTORY
Responsible for ensuring the RCA/RFO are completed in a timely
Reltio: Since May’22 | Sr. NOC Engineer manner and follow up on the action items for closure. Work on
Synchronoss Technologies: Jan’19-Apr’22 | Team Lead EOC reports as required.
Dimension Data India Private Ltd.: Mar’12 to Jun’17 | Network
Engineer – Network Monitoring & Major Incident Management With Synchronoss Technologies - Team Lead EOC- Service Delivery
Convergys India Pvt. Ltd., Bangalore: May’11-Nov’11 | Sr. Technical Ownership of management information reporting and quarterly
Support Engineer business reporting.
Nortek Solutions Pvt Ltd., Bangalore: Aug’08-Apr’11 | Sr. Technical Provided pre-emptive network design optimization
Support Associate recommendations based on periodic network and service
performance, capacity, and security analysis.
Managed the Service Portfolio; ensured processes exist for change
management, planned for demand management & oversight of
EDUCATION / CERTIFICATIONS incident management functions.
Bachelor of Information Technology Audited the service management processes (Incident Management,
Pondicherry University Change Management, Problem Management).
Accountable for complete end to end change management process
CCNA Certified [ CSCO12367741] and handling critical changes on day to day basis.
ITIL V3 Foundation certified Conducted problem trend analysis to eliminate recurring incidents
Six Sigma Certified and to provide suggestions to minimize impact of incidents that
cannot be prevented.
Accountable for rendering end to end assistance to support the
resolution of complex major incidents as directed by the client.
.
Orchestrated communication, escalation, investigation and resolution of incidents and ensured business and customer updates are
timely and of sufficient quality, arranging discussions and updates as required.
Ensured that all modes of communication are effectively used throughout the incident life cycle.
Acted as an incident escalation focal point, identified and resolved conflict and bottlenecks.
Initiated hierarchical and functional escalation where deemed necessary.
Responsible for creation of agreed action plans with named actions & deadlines.
Accountable for the delivery of that plan including documenting post incident recovery steps in order to establish root cause, aid in
process improvements, identify deviations and closely collaborated with the Global Incident Account Process Lead –
Initiated engagement and escalations with external vendors and organization Senior Management where necessary to support
remediation activities.

As Global NOC Team Building

Collaborated with
o Global NOC Team Leads to summarize all escalations and ensured timely resolution
o NOC Team Leads to define the strategies for improving customer service and enhance customer focus skills
Headed all critical CAB Calls and Problem Management calls, and worked with them on important infrastructure changes & recurring
incidents.
Updated and maintained training material, created KB Articles, run books, systems documentation and policy and procedures manuals.
Weekly reviewed and updated call with the Global Technical Manager to review ongoing projects, On boarding new customers, created
and reviewed new processes and responsible for audit on Delivery functions & BU Procedures.
Reported to senior leadership on progress, outstanding issues and challenges
Reviewed the monthly global operations report to analyze NOC performance and acknowledged those who have exceeded expectations
and those who have not met expectations
Consulted and mentored the team members while providing them with meaningful feedback.
Organised the incorporation, training, and worked on personal development of each team member and ensured high satisfaction level
for team members.
Cooperated with shift coordinators and other team leaders in managing the tasks and workload of the team.
Worked with others to implement new monitoring systems, processes, procedures and rules to optimize the monitoring of the platform
and clients' traffic.
Suggested and ed new processes, tools and procedures for a better functioning of the team

Dimension Data India Private Ltd., as Network Engineer – Network Monitoring & Major Incident Management
Coordinated with the system administrators / network administrators/site contacts at client’s place and helped them to sort out the
daily network issues.
Responsible for switches and router configuration changes as per the business requirement.
Monitored the utilization of the links and diverted the network traffic based on the clients’ requirement.
Documented network changes and updated diagrams accordingly.
Generated reports in APG as per client’s requests and participated in process improvement initiatives, specific to projects, if any.
Delivered efficient event and incident management process, monitored and evaluated project performance to established goals
Managed incidents including major incident with a priority of critical or high, client facing priority 1 (Critical) and priority 2 (High) and
ensured correct execution of Incident Management Processes.
Managed user escalations for Incidents and user service requests reporting.
Prioritized incidents, based on priority and urgency.
Managed the P1/P2 escalation and the internal communication, administered high and critical Incidents to ensure timely completion
and documented key actions and events during an incident bridge call.
Managed the Service desk team to carry out the operational process & procedures to provide best customer service
Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams.
Engaged in providing timely and accurate executive/stakeholders communications for all SLA impacting incidents.
Assisted field Engineers to resolve the issue and provide periodic update to the client on critical incidents.