• Service delivery & client relationship management.• Change management process, to ensure that changes to a product or system are implemented and introduced in a controlled and coordinated manner.• Incident management process, to support the activities in order to restore normal operations as quickly as possible at the time of incidents with the least possible impact on either the business or the user, at a cost-effective price.• Problem management process, to determine the causes of the problem & in order to identify potential problems and report any symptoms to it that may be a signal of deterioration.• Prepare a risk management plan and business impact analysis. Understand potential risks to business and find ways to minimize their impacts.

Was working with Orange As WAN OPT SME and Customer service manager Since 14th Sept’15.Leading L1 & L2 team to support to double diamond client. We are managing 170+ sites which consists of 250+ WAN OPT devices for all series. Also other devices like Riverbed, wireless controllers and Cisco routers are under migration phase.Working on tickets ie reactive basis and provide end to end support to client for their network infrastructure. Also interacting with Client directly(CSM role) for any issues/escalations. Active role is providing RCA and Service improvement plans.

Held various positions in Accenture mentioned belowCurrently working as Network SME for one of the double diamond client of Accenture since April’14.Job Summary:Currently managing 03 sites of our Client which is located in London, Melbourne and kualalumpur. 24/7 support is available to these sites. Site contains various devices like Cisco routers, switches, Nexus switch, ISE, WLC , LWAP, and Prime NCS devices.Position Held: Sr. Problem Analyst – Problem Management Team (March’13 to March'14)Job summary: Carryout root cause analysis for recurring incidents, perform trend analysis and identify actions and service improvement plans. Conduct daily review of critical incidents to keep focus on reduction of P1 incidents. Identify and drive Infrastructure stability projects, Work closely with other internal organizations for proactive problem management and external organizations to escalate complex issues.Earlier worked as Sr. Network Analyst from February 2007 to February 2013.Job summary: Accenture, being an IT consulting firm, has clients spread across the globe. My responsibilities include interacting with client counterparts to design and setup network connectivity between Accenture-offshore and the client’s network and coordinating with the client to understand the type infrastructure (shared and project dedicated) required by the project.

Worked with M/s. Kale Consultants Ltd. as Senior Associate in Network & System Dept from Jun 2005 to Jan 2007.Configuration and management Firewall such as Watch guard (Series includes Firebox III 700,x700 & x1000. Defining various rules and policies for different protocol based access.Creation of Brach Office VPN by creating secure VPN TunnelsCreation of Mobile User VPN tunnels Installation and configuration of Nortel switches (Nortel L3-3510, Baystack 425-T & 424-tConfiguration PORT based VLANs and allowed Inter-Vlan routing Configuring various Cisco series routers for Brach office connectivity and Internet access and Monitoring LAN/WAN network connectivity . Configuration and management of Microsoft ISA 2000 server for Proxy service & provide Internet access for various protocols on the basis of Active Directory Preparation of Company’s ISO27001 certification which includes following activity1. Firewall & Proxy Log Analysis2. Monthly backup of various network equipment such routers, L3 switches and Firewalls3. Latest LAN and WAN Diagrams including logical diagram of Network Racks4. Preparing and maintaining approvals for various Firewall policies and rules5. Defining and testing Disaster Recovery for critical servers and network equipments