Supervised 108 team members consist of 5 sub towers (NOC, Network Data, Security, Tools, and Engineering).Defines, manages, and reviews all service level objectives (SLOs) with the customer and Service delivery teams.Manages monthly meet with the customer about KPI status and represent network tower.Track team progress on high priority and major incidents; provide daily status updates outage impacting.Review the SLA performance and recommend any service improvement plans, if required.Trained, mentored and motivated employees to maximize team productivity.Manages ISO Audit and BCP/BCM activity for network tower.Manages and working closely with problem team to track/approve all the RCA of all High/Critical cases.Recruited, interviewed and hired talented professionals who each brought wealth ofExperience and exemplary skills to team.

Supervised 12 team members, offering constructive feedback on work performance Defines, manages, and reviews all service level objectives (SLOs) with the customer and Service delivery teamsDetermined effective schedules and managed daily workflow.Drafts, distributes, and presents management level status reports, analyzing areas ofpotential concern and providing adequate solutionsSupports vendor relationships, serving as the day-to-day point of contact for third parties;escalates any vendor issues as they arise to resolve in a timely mannerTrained, mentored and motivated employees to maximize team productivity.Maintained safety and emergency readiness among personnel by disseminating informationon and monitoring compliance with regulatory and organizational policies.Reduced process lags and trained team members on best practices and protocols.

Working on major & minor escalation with Team.? Responsible for managing the lifecycle of all incident and also manage incident management team of Level 1 and Level 2 engineers. ? Handles incident user service request end-to-end.? Coordinate activities for High and Critical incidents, P1/P2 process.? Make sure that all the critical and major incident are addressed within a SLA response time.? Attend Bridge call for effective coordination of incident resolution /service restoration.? Responsible for sending incident notifications as per the agreed process.? Continuously follow-up with support teams for relevant update, track against SLA and drive to resolution.? Communicate with Business and clients, focal point of contact/interface during the occurrence of issue. ? Track team progress on high priority and major incidents, provide daily status updates outage impacting.? Follow up on escalation and issues with clients & vendor.? Review the SLA performance and recommend any service improvement plans, if required.? Generate weekly & monthly outage & change report and provide to senior management.? Host a call to investigation and follow-up with various team for more effective discussion on the problem root cause, work around & corrective action. ? Ensure the incident management record is fully updated prior to handover.? Accountable for maintaining quality of tickets, perform daily check & audit.

Handling major incident and escalations and handle team around 21 headcount.

 Managed & troubleshoot Network devices like Switches, router.  IMAC (Install, Move, Add and Change) – Any network activity which has a low business impact and risk. Examples being making configuration changes/movement to the existing Router(s)/Switches at the site. Troubleshoot for multiple clients for network issues like integration of new device, slowness, network trouble etc. Ensuring SLA Fulfillment related to Network troubleshooting of the events taking place on the network. Coordinating with different teams to meet customer requirements with respect to technical and nontechnical aspect. Participate in the transition/implementation meetings to explain the solution to site engineer for successful implementation (whenever required). Meetings with clients/ various teams for troubleshoot/best possible solution. Evaluate each network related business Case that comes and ensure that understands customer’s technical Services/Requirements. Driving process & Co-Ordination as SPOC with 3rd Party System Integrator or Product Vendor, Customer for End to End Project Delivery & Implementation. Meeting with Pre-Sales and Sales team for review/proposal of the solution architecture, design and deliverables for new projects. Driving projects through various life-cycle phases (Initiation, Planning, Designing, Implementation, Monitoring, and Shutdown) for successful Implementation. Define project scope and deliverable that support business goals in collaboration with senior management and stakeholders. Knowledge of design compliance with standards, strategies and audit requirements. Ensuring all administrative and IT records are entered and updated correctly.

 Installation, integration & troubleshoot network elements like switches, routers. Initiated process for maintain & Update all documents & micro plans.  Monitoring and troubleshooting of NIC office network. Configuration of VLAN on L2 ,L3 switches (2960,3750,3600 series)  Configuration and troubleshooting of routing protocols i.e. Static, Default router, EIGRP, OSPF. Acting as Level 1 escalation for NOC. Vendor escalation for any device problem. Preparing Network Documentation, Design, Reports etc. Configuring the Cisco routers 2811, 1841, 2921 routers.  Configuration of routing Protocol such as Static, OSPF, Default route. Co-ordination & the escalation to get resolution on time with all the teams. Network Surveillance in 24/7 environments.

 Installation, integration & troubleshoot network elements like switches, routers. Initiated process for maintain & Update all documents & micro plans.  Monitoring and troubleshooting of NIC office network. Configuration of VLAN on L2 ,L3 switches (2960,3750,3600 series)  Configuration and troubleshooting of routing protocols i.e. Static, Default router, EIGRP, OSPF. Acting as Level 1 escalation for NOC. Vendor escalation for any device problem. Preparing Network Documentation, Design, Reports etc. Configuring the Cisco routers 2811, 1841, 2921 routers.  Configuration of routing Protocol such as Static, OSPF, Default route. Co-ordination & the escalation to get resolution on time with all the teams. Network Surveillance in 24/7 environments.