• Managing team of 21 highly skilled L3’s and SME’s supporting BT Global customers.• People Management - Set objectives and align with Organizational goals. Manage & review team performance• Resource planning & allocation to achieve optimal utilization.• Support team to manage escalations & expedites for projects. Set achievable expectations.• Active engagement with Transition & Transformation projects.• Stakeholder management - Ensure communication management approach is defined• Attend monthly SMT meetings, Multi Tower meets & customer meetings.• Develop relationships with internal stakeholders and customers.• Manage ring-fenced L3 and SME’s, supporting key contracts in Asia Pac.• Lead to improvise the processes, take strategic initiatives, accommodate best practices and implement them.• Encourage cross-skills within the team.

• Managed team of 38 skilled Level 3 Data engineers taking care of Global assurance (Incidents, In Life changes and Problem Analysis) support. • Keep regular track of team’s skill matrix and encouraging internal trainings to upskill team members.• Resource planning and distribution of tasks / projects to achieve optimal utilization.• Support team to manage escalations & expedites for projects. Set achievable expectations.• Managed GCS Service Delivery hub’s supporting APAC and US support hours.• Working closely Service delivery and Project management teams.• Working with account and project teams closely to ensure correct FTE sizing.• Working on performance reports for BT India Level 3 operations and hub configuration team based in India.• Mentoring and Training new resources.• Working directly with Service Delivery, Technical Design, Project Management and Customer teams for Incident and Change Management.• Manage monthly and quarterly Incident review and Config / Delivery review meetings.• Manage weekly team huddle.• Transitioned entire support from US Service Delivery hub to India Service Delivery hub.

• Managed team of Level 3 Data resources supporting APAC hub.• Managed team of Level 3 engineers for India and South-East Asia customers.• Managed 24*7, India Service Delivery hub and Managed Global Service Delivery hub during APAC support hours.• Worked with domestic account and project teams.• Managed dedicated Level 2 support for India Service desk.• Mentoring and Training.• Worked directly with domestic Service Delivery, Technical Design, Project Management and Customer teams for Incident and Change Management.• Worked as lead config engineer for India customers.

• Implementation and support of BT India customers (India Sales).• Regular conversations with technical designer/Service delivery team to understand the technical requirements of a customer.• Day to day work included, working on operational incidents, change management, problem analysis and service delivery implementation.• Collaborated with suppliers, Order management team for service delivery and with Telco service providers as well.• Conducted the risk analysis matrix for Gold and Platinum sites once the project is handed over to Operations to avoid network outages and to maintain maximum up-time of site.• Understanding customers technical requirements from routing/network perspective and work with Order Management team to submit Solution Business request for approval from BT-Infonet engineering team.• Built MPLS VPNs / Routing configs / COS configurations using IVserve tool on various PE routers across the globe and generate final configuration of the router. • Completing final router configuration of CE routers based on the customers final requirement and lead the migration.• First Point of contact (Implementation/Operations) for A-end IPVPN / IPCG services for customers from various sectors like, Banking, Technology, Pharma, BPO’s, Chemical, and more.

• Part of dedicated level 2 support for BT India customers.• Day to day work included, level 2 support for operational incidents, change management.• Worked in 24*7 rotational shift.

• Coordinating with Telco (TTML, Bharti, MTNL and VSNL) to expedite restoration of links.• Raising and managing escalations with suppliers – ensure regular updates to customer and BT-Infonet management.• Escalating the complaint calls with them, performing loop tests to analyse link outages.• Assist to prepare RCA for prolong outages.• Providing proper and timely RFO and RCA to customer. • Managing 24*7 shifts between 14-member team.

• Support a full suite of BT-Infonet Service Offerings which includes Global Frame-relay, Global ATM, Private and Public Internet, DialXpress / RAS, Global Multimedia Solutions (Voice/ Data), IP VPN Secure (MPLS based), IP VPN on net and off net, On-net & Off-net Voice.• Verification and testing links for new customer with coordination with other engineers across India /globe.• Worked in parallel with customers, BT-Infonet Global team and BT-Infonet India engineers for project implementation/Migration. • Monitoring local loops.• Perform 1st level troubleshooting and if needed, pass faults to level 2 teams with properly updated MDR.• Ownership of incident until resolved.• Working with field support team and escalation faults internally as well as within Telco domain. • Maintaining and preparing database for customers.

Project TATA ISP (VSNL).• 1st line Troubleshooting & Monitoring for VPN & IBW Links also providing support for Lease lines & ISDN Lines for Customers • Configuring, Troubleshooting & Providing Support for VPN Client.• Manage-maintain the equipment’s in co-ordination with the respective vendor/service providers.• Supplier co-coordination for new circuit installation and manage/coordinate escalations for circuit failures.• Managing the shifts as shift In-charge and working on escalated issues.• Escalating and following up local loop issues with Telco’s like MTNL, BSNL, Tata, and Bharti.• Escalating network / configuration level faults to internal teams and keeping customer and internal teams updated.

Worked as a CCNA trainer.

Worked as a hardware and networking trainer.