ساشين كوندال

Own end-to-end P1/P2 critical incident lifecycle for key managed enterprise accounts (incl. KPMG) — from initial triage and war-room
bridge management through structured RCA formulation and post-incident review.
• Deliver monthly executive HTOM dashboards and SR trend analysis across Wireless, ISE, LAN, DNAC/SDA, and Security/Firewall
domains — enabling data-driven incident prevention and SLA governance.
• Drive cross-functional escalation coordination across Cisco TAC, BU engineering, and LCS teams to ensure rapid resolution and
recurrence prevention.
• Produce and present executive SR analysis PowerPoints identifying systemic failure patterns with strategic improvement
recommendations for C-suite stakeholders.
• Developed internal HTML/JS tooling — HTOM dashboard, SR analysis deck builder, and Incident Decision Framework — to standardise
triage workflows and reduce MTTR.
• Collaborate with Cisco LCS, TAC, and customer Problem Managers to deliver beyond-the-fix adoption outcomes.
• Apply structured problem management techniques including Kepner-Tregoe, Ishikawa (Fishbone) analysis, and Pareto analysis to
drive systematic root cause identification and prevent recurrence.

Cisco collaboration TAC engineer, CCIE collab 53708
++ Supporting CUCM backbone simultaneously working in collab with other Cisco products namely UNITY CONNECTION, UCCX, UCCE, gateways.
++ Day to Day handling Customer escalations, and working on Real time troubleshooting on a live network

• Managed KPIs for Cisco Collaboration & Contact Center incidents and PRB tickets on ServiceNow; owned PRB lifecycle through to
resolution.
• Provided end-to-end support for UCCE/PCCE, UCCX, CUCM, Unity, Expressway, MRA, Jabber, and Webex Hybrid Calling.
• Managed high-profile accounts: Alliander, AXA Stenman, Covea Insurance — driving AWDB query analysis, CUIC reporting, and
Genesys administration.

• UC backbone support for enterprise clients across US, Australia, India, and EMEA — including Google, Société Générale, Nomura, and
other federal UC environments.
• Handled RRR/CAP escalations and NPI testing for CUCM 11 .x/12.x; contributed to global NPI delivery.
• Led IC-Digitisation global team; member of UCCX and UC TAC team.

Part of Cisco TAC CUCM team

• Cisco TAC engineer providing Unified Communications troubleshooting for enterprise customers globally.

managing and breakfixing Cisco CUCM UCCX gateways, for various multinational clients

• Day-to-day call routing, break-fix, and proactive monitoring for international clients on Cisco UC platforms.