❖ Providing Technical support in the TAC environment to Ciena’s Global Customers especially the EMEA region on products like OME6500, Waveserver & RLS.❖ Providing details analysis and Root cause analysis reports to the customer during and after the investigation.❖ Coordinating & liaising with several teams like Design, Project management, Customer Operation & PLM and ensuring on-time resolution to customer cases.❖ In short span got promoted to Technical Lead for the EMEA region.❖ Leading a team of 20 Engineers, performing identification of problems, their source(s), its possible solutions, and implementing within the team.❖ Delivering the technical presentation/seminar/sessions on technologies and Ciena's latest products within the team for their upskilling.❖ Maintaining defined Quality Parameters like Customer Satisfaction, Case Management, SLA/SLO, Filtration, Escalation Management, timely outage restoration, backlog reduction, and headcount planning.❖ Knowledge articles preparation for best practices, following them, and standard operating procedure to achieve process compliance.

❖ TAC Support for VIL PAN India NLD DWDM Networks.❖ Preparing Network reports for Corporate Discussions.❖ OSNR/FEC Maintenance & Network Alarm Rectification.❖ Network Health Check & Audit, NMS/NE Software/Patch Upgrade.❖ Prepared RFO/RCA for 1G/2.5G/10G/100G Service complaints received from customers.❖ Maintained SLAs for Service creation and restoration and resolution of Network faults.❖ Maintained KPI for DCN Uptime, Link uptime, Node Availability, Service uptime, Network related complaints within SLA.❖ Tracked repeated issues and found RCA in coordination with RnD Team.❖ Documented all the RCAs and processes for knowledge management for smooth Operation.

❖ Worked as Engineer NLD Collector for Field Support Operation & Maintenance Team.❖ Supported NOC Team for fast recovery of Network Issues or outages.❖ Spare Management at Circle level, Preventive Maintenance of critical OTN/DWDM Sites.

❖ Fault Management for SDH & DWDM, isolating issues and guiding Field Technicians to rectify any Hardware/Internal Patching/Fiber Issues.❖ Network alarm clearance.❖ DCN verification & rectification.❖ Maintaining all data and sheets related to Network Operations, Faults, Trouble Tickets, and Vendor follow-up for RCA. ❖ Planning and executing various Network Optimization Activities as a proactive measure.

❖Handling Trouble Tickets of Transmission Fault ECI (XDM-2000, 1000, 300, 100, BG-64, 30, 40, 20, Micro SDM) within specified SLAs. ❖ DCN Planning, Capacity Planning, DXC Up gradation, Lambda addition, OLA insertion. ❖ Maintaining all data and sheets related to Network Operations, Faults, Trouble Tickets, and Vendor follow-up for RCA. ❖ Planning and executing various Network Optimization Activities as a proactive measure.

❖Handling Trouble Tickets of Transmission Fault ECI (XDM-2000, 1000, 300, 100, BG-64, 30, 40, 20, Micro SDM) within specified SLAs. ❖ DCN Planning, Capacity Planning, DXC Up gradation, Lambda addition, OLA insertion. ❖ Maintaining all data and sheets related to Network Operations, Faults, Trouble Tickets, and Vendor follow-up for RCA. ❖ Planning and executing various Network Optimization Activities as a proactive measure.