Sunil Kumar K Email & Phone Number

Bangalore Urban, Karnataka, India

Handling a NOC team of 90 -IP and DSL engineers who manages the 1st level and 2nd level operations of Enterprise customers in UK and across the globe along with a team of Escalation management team. Responsible for achieving operational KPI's, driving innovations within the team, identifying automation opportunities. Handling stakeholder management and smooth operations across various teams.

Bangalore

Managing a team of 30 Network Specialist of IP and DSL expertise.Primary responsibility is to manage the network operations and give 2nd level support on complex incidents for the services we deliver to the customer .

Managing a team of 10 people who are working in 24/7 NOC.Level2 Escalation point for the internal and external agencies.Ensuring the KPI’s are met for the team and operations are run smoothly.Handling new customer onboarding and predicting new resource requirement.Managing a team handling 600 + customers in UK & Europe and 9000 faults in a month.Liaising with Carrier Service Managers and OLO’s to improve the service experience for our customer

Managing high profile customers with a combined revenue more than 20 Cr/annum.Single point of contact for customers for their service escalations and project deliveriesEnsuring the delivery of new data/voice circuits within the agreed timelines.Preparing monthly reports on performance for the services delivered.Identifying & running service improvement plans for chronic issues.Meeting customer on a monthly basis for feedback and improving customer relations.Delivery of new projects to customer as per customer requirementProject deliveries in accordance with the customer expectations and timeline.

• To ensure all faults reported are promptly identified and resolved according to committed service level and KPIs• Manage internal supports / service partners / vendors to resolve circuit/network faults according to agreed Local Work Instructions• Fulfillment of Technical Prime activities for all MI Activities 24x7.• Owning the resolution of service failures on complex fault solutions.• Point of Contact for direct escalations from front line teams 24x7 • Coordinate and lead Assure activities with both Customers and Vendors to achieve Service Restoration.• Ensure awareness of SLA agreements, performing all ticket actions / updates in time scales that support the customer expectation.• Ensure that management escalation is in line with both customer and product guidelines.

Working in Regional NOC, where the ITMC & Submarine cable station for SAFE and SMW-3 are located .Provisioning and Maintaining the Leased line Customers from 64K to STM-1.Monitoring and supporting Cisco 12000 GSR, Cisco 7513,Cisco 7206 VXR, Cisco 2600,Cisco AS 5300, Cisco 3500-Switches and Cisco 2900-Switches at cochin and centers under cochin.Interacting with customer support team to provide real time solutions on networkingMaintaining Leased Lines, ISDN Circuits and other circuits through Ethernet extenders.Setting up of Dial UP network at various locations.Duties also include day-to-day operation support, proactive monitoring and troubleshooting of MMDS circuits, Auditing and taking backup of network elements all over Kerala.

a subsidiary of Hathway Cable & Datacom), is providing Internet and Data/Voice services over its existing Hybrid Fiber Coaxial (HFC) network in the Kerala State.. Asianet is the only Cable/Dial-up ISP in the state, having its own Satellite Gateways, and an OF backbone spanning throughout the state. Modem and router installation at customer premises.Managing the help desk to ensure service continuity & complaints handling

presently known as Orange Systems , Trivandrum . During the period I worked as a service engineer for assembling, troubleshooting and maintaining the PC hardware among various clients in Trivandrum. Domain Knowledge:-Extended Ethernet Service, E1 Service, MMDS, ISDN services.MPLS, DSL, RIP, OSPF, VLAN.Cisco routers at configuration level:- 26XX,28XX,36XX,7206VXR,7513Cisco routers at monitoring level :- 12010,12401,12406Cisco Switch Series:- 2950 , 2955 , 3550 , 3750G.703 Line Extenders, V.35 Converters, HDSL Modems (LTU-NTU), ADSL Modems, Cable Modems.Tools like Netcool , Infovista , SMARTS; AccomplishmentsWas team member for the acceptance of installation of MMDS equipments in Tata Communications Ltd, ErnakulamInvolved in implementation of MPLS POPs across Kerala for Tata Communications Ltd, Allocated ,extended and tested the E1s for this nodes.Team member in C&WW for commissioning new sites of the client's network across Asia Pacific Region.Customer Champion for High Care customers in C &WW network