Team Manager
British Telecom
مجموع سنوات الخبرة :15 years, 5 أشهر
British Telecom is one of the leading networked IT services providers to global multinational companies, it offer`s different services and solutions like MPLS-VPN, Internet, unified communications, network integration, contact center services and selective outsourcing services to its customers.
Team Manager
As a Team Managers OR Critical Incident Manager, I am technically and operationally responsible to drive P1 and P2 incidents to closer and providing RCA to the customers, also plays a key role in assisting problem management team technically to address the ongoing issues and provide resolution.
We are responsible for all the projects (supported from Gurgaon) and 80 number of resources under BT GCSO.
KRA for my role:-
To Manage and Drive Resolution for Critical Incidents P1, P2 and sometime Escalated P3.
To assist Problem Management Team with Technical Expertise.
Take care of the any new design, implementation and ownership of client’s bespoke service.
To maintain excellent working relationships with all Account Teams, recognizing and reacting to potential selling prospects.
To attend review meetings with Customers and Account Team Managers to solve/raise issues.
To be responsible for resource planning and capability matching within their team.
Managing Service Desk Team, ensuring efficient and effective work performance.
Ensure Smooth Transitioning of future new businesses to Gurgaon BT NOC
Acts as a point of escalation for BT NOC
Escalate issues as necessary to senior Management in accordance with Business escalation procedures
Monitor BT NOC Specialist performance ensuring adherence to appropriate processes, procedures ensuring highest quality of service
Manage and initiate service quality and process improvement projects
Managing the escalation and resolution of customer satisfaction complaints
Involvement in recruitment and induction process of all new hires
Owns the responsibility for root cause analysis.
Worked as subject matter expert for the newly acquired customer Worley Parsons, responsible for all the knowledge transfer for the NOAM/SOAM region. My KRA for this role is to work with Worley Parsons network team and try to identify the areas/issues that need to be improved if required propose the change in the network design and follow up with the change management process.
Technical Specialist for 3rd line and SME for NOBLE account, responsible for design validation of any new site also acts as a Change Manager for any WAN/LAN changes, supports all Migration activities including planning & execution apart from daily incident management.
My KRA for this role was:
Support Incident Management
Providing technical expertise for the Service Delivery department
Responsible for all the change and configuration management at the client’s sites
LAN/WAN troubleshooting and daily operations
Router switches configurations for the customer
Validate and carry out the entire complex service request (CSR)
Understanding the customer requirements and based on the requirement provide a HLD followed by the LLD and is responsible for the complete change
Provide support to level-1/2 engineers and to the service desk (SD)
Coordinating and troubleshooting with the core MPLS team to resolve complex issues that requires good understanding of MPLS VPN technology
Implementation and troubleshooting of Quality of Service (QoS) in converged networks
Creating troubleshooting documents on various complex network issues which other team members refer to resolve the faults quickly and efficiently (Known error database)
Tikona Infinet Ltd (Formerly known as HCL Infinet Ltd) is an Indian based ISP providing different services like internet service, MPLS, IP-VPN to its clients over the Indian sub-continent. My KRA includes:
Working as a Team Lead, supporting MPLS based network solutions.
Responsible for resolving daily calls reported by VPN support Team and operation team.
MPLS Network troubleshooting, configuring MPLS-VPN.
Router configuration, routing for new customer using dynamic routing protocol depending upon the customers’ requirements. Advertising Public blocks using BGP to different ISP.
Responsible for any change in the core network of the Tikona Infinet Ltd.
Lease line configuration, frame-relay configuration, troubleshooting customer issue like high latency, drops in internet or tunnel etc.
Troubleshoot on live networks during migration & post migration if issues observed.
Coordinated with Layer 2 team for troubleshooting and working on the issues observed while network changes.
On call support in all the incidents, managed changes by reviewing the change plans, drove the incidents towards resolution while followed the agreed processes.
Centralized Management of all internet Gateways with Uplink Service Providers all over India from Network Operational Center (NOC), Noida HO.
Managed around 200+ routers regarding their downtimes, taking backups, password changes on regular monthly basis.
Responsible for any POP shifting activities.
Responsible to ensure that ITIL process for incident, change and problem management is properly implemented during change management.
Analyzed and coordinated client’s needs / enhancements, customization, network-related issues of clients to provide solutions in adherence to service requirements.
Prepared the Standard Design Documents and Network diagrams adhering to best practices followed in documentation.
In the Juniper Technical Assistance Center (JTAC), delivered engineering support for Juniper enterprise customers, partners, vendors and end users worldwide, my KRA includes providing assistance to the customers in
Designing, configuration deployment, implementation, optimization and troubleshooting of the networks.
Handling cases of EX series platform.
Implementing of the virtual chassis EX-4200 and troubleshooting if any issues arise.
Configuring and troubleshooting the issues related to Vlan, RVI’s, Inter-Vlan routing, creating and applying the firewall filter at port, layer 2 and layer 3 interfaces in order to filter the traffic.
Configuring the port analyzer and port mirroring in order to monitor the incoming/outgoing traffic on the chassis.
Analyzing the core dumps and var log messages from the chassis in order to find the root cause of the issue with it.
Creating and implementing the customized class as per the requirement of the customer for the users in order to give them the limited access of the chassis.
Handling the issues related to corrupted Junos (operating system of Juniper switch`s and router) recovering the chassis and also the upgrade/downgrade of the Junos version on the chassis.
Analyzed the current topology of the various clients and provide them a solution that will help improve the network efficiency, avoiding single point of failure and suggesting the best utilization of the present resources in the network.
Responsible for network implementation as per design and requirements of the clients.
Maintenance & Configuration of the whole network for the clients.
Responsible for designing, building and operating networks, with HSRP, EIGRP, OSPF and BGP. Ethernet switched LAN and Spanning tree, VTP, IP-VPN and MPLS-VPN services, QoS.
Provide the clients any technical support and troubleshoot the problems that cause operation delays.
Responsible for monitoring, maintenance and providing the support for optimization of all network hardware, software and communication links.
Performed scheduled maintenance and updates to existing clients networks as and when required.
Responsible for planning and implementing the new changes in order to meet client’s business requirements.
Configuration, Management and Troubleshooting, and Implementation on CISCO router and switch series
- Bachelor of Engineering (Computer Science) from Maharshi Dayanand University (2004-2008)