• Provided technical support, working 24/7 shift pattern supporting regional enterprise (EMEA, APAC, AMRS, LATAM…) to ensure availability and functionality of local systems including hardware (turrets) and applications (Unigy) in line with business objectives• Daily conference call with Bank of America to review alarm monitoring, incidents, service requests, NICE (NTR) voice recording check, and Unigy Health check reports. • Maintaining, upgrading, and supporting Bank of America Unigy deployment in EMEA, AMRs and APAC• Providing remote and local technical support identifying and resolving incidents and programming Turrets under work orders to meet SLAs.• Conducting Health checks on different system for service validation and reporting to prevent failure.• Providing support to onsite team to fix traders turrets issue.• Collaborating with change control management to manage change tickets and documentation.• Working closely with vendors like CISCO, NICE, Compass, Motorola (TPS), Proteus and other carrier like BT, Verizon etc for the resolution of incidents and configurations of new service.• Providing support in identifying and resolving of voice and network faults, such as intermittent audio issue, one-way audio, call dropping, packet loss, inbound/outbound call failure, connectivity, and quality issue.

• Responsible for maintaining and supporting Cataleya SBC.• Troubleshoot faults reported by Voice customers (Retail/CC) and analyse SIP traces using Wireshark.• Establish interconnects with different carriers and with customers for call termination and origination and perform testing before they go live.• Ordering, provisioning, and delivering DIDs from different carriers for customers.• Using different tools to identify fraud on VoIP network & take necessary actions to stop them.• Monitor all outages/issues until they return to normal services.• Remain available on an on-call basis for any escalated issues or other support requests.• Escalating any Network incidents that cannot be resolved within specified time frames to the 3rd level support team members and work with them until the incident is resolved.• Monitor all outages/issues until they return to normal services.• To give supervision and training to Noc Staff when required.• Prepare reports for management on a daily and monthly basis.• Managing team of NOC & assisting the manager in providing cover if required.• Maintain Voice network diagrams, workflows, and network diagrams on a regular basis to keep documents updated.

• Worked in 4 days on 4 days off 12-hour shift pattern.• Provided first level to many companies (IP and Voice) in UK in OOH.• Raising Fault tickets, assigning to field engineer, managing the incident until resolution• Good knowledge of using different ticketing system like RT, Sale force, Heat and freshdesk.• Using different tools to monitor network performance to ensure KPI and SLA targets are met• Monitoring network minor, major and critical alarms using tools Nagios, SolarWinds and Prtg and informing on call engineer and 3rd line to resolve them.• Provided first level support using different switches such as Veraz, Nextone, Sansay VSX, Cataleya and Nortel.• Maintaining customer handover reports and daily reports for internal purpose • Preparing technical documentation of all system components and technologies; operations processes, escalation & troubleshooting guides; incident, outage & change requests.

• Identifying & resolving issues raised by different stake holders using SIEBEL .• Assessing and evaluating project for future implementation• Completing Project reporting activities on a weekly, monthly & quarterly basis. • Gathering & planning for different departments to develop new product & services and performing User Acceptance Tests of new value added services & products.• Additional responsibilities include participation in all assigned projects, listed below are some projects handled: Daily SMS Bundles, Internet bundles, LB bundles, GPRS offer and Daily hybrid bundle.

• Maintenance of Soft switch (Nortel CS2k), STP, USP and media gateways.• Monitoring and troubleshooting of complete network using various built-in tools.• Backups of different Network Elements.• Generation and analysis of daily reports on ASR, ACD, signaling link utilizatation.• Definition and troubleshooting of SS7 links with interconnects.• Routing of international incoming/outgoing traffic from/to different carriers.• Defining/troubleshooting VoIP interconnects on Quintums (H.323 VoIPGateway), which can also be converted VoIP into TDM• Very Strong understanding of new soft switch (SONUS) which is being deployed as newClass-4 switch for LDI services of Wateen.• Trouble Shooting, the failure of different international/national calls and coordination international/national carriers for resolution• Prepare technical documentation of all system components and technologies; operations processes, escalation and troubleshooting guides; incident, outage and change requests. Design operations flowcharts, prepare network design diagrams.• Monitoring and maintenance of Cisco USP NMS, DCME NMS, and VSAT link connectivity. • Using and monitoring Nortel Trunk Maintenance Manager (TMM), using Novatel for call stats. • Using and monitoring PEMS NMS for WiMax sites status.• Prepare and present system overview, system and network design, operational process and escalation process to management• Ensuring proper coordination among the team members and providing 24x7 online supports to resolve any major/critical issues.• VERAZ TRAINING NEPAL(21ST FEB 2009 – 27TH FEB 2009) Detailed Study of VERAZ CONTROL SWITCH V 5.7.10 andVERAZ IGATE EDGE MEDIA GATEWAY.• SONUS SOFTSWITCH TRAINING(20TH APRIL 2009 – 28TH APRIL 2009) Introduction to SONUS Components.GSX Basics and Provisioning of ISUP/ISDN PRI Services.PSX routing table provisioning.