Project: CIENA SOC- NA and APAC regionWorked in different roles from Deployment engineer/SME to technical lead/manager in Ciena SOC operation for APACand NA region.➢ Managing project activities, risks, and resource requirements during project lifecycle.➢ Currently supervising the team of 15 engineers in APAC region, delegating daily tasks and handling process related queries.➢ Hands on experience of 6500 DOC, L0, L1 control plane, 5400 series,4200, RLS.➢ Global Technical support for Ciena subsea customer having SLTs for service level troubleshooting, channel erroring issue.➢ Good understanding of G.8032 (ERP) and L2 routing protocols.➢ Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited, and resolvedwithin the scope of the Service Level Agreement in salesforce tool.➢ Handled upgrade project for various NA customers and supported for technical queries during upgrade.➢ Handling end to end technical solutions, delivery, and projects.➢ Capacity expansion and augmentation of services in brown field deployments, green field deployment for new fiber span and ring configurations.➢ Preparing knowledge articles and sharing among the teams for faster resolutions where issues are repetitive in nature.➢ Involving design team for work around in case of complex issue where permanent solution is not available immediately.➢ Attending weekly customer call to provide update on running case.➢ Handling critical cases (Outage and system compromised) and escalation, drafting technical summary for ongoing cases.➢ Technical competency matrix for new and tenured engineers.➢ Dispatch and Hardware arrangement as per ciena agreement for comprehensive, select, legacy customerrWorking knowledge of JIRA and confluence tool used to track bug in product development cycle.

Project: Cable and wireless- Vodafone network (GTN team). Working as shift lead for 1st line, 2nd line and monitoring Team. Actively participating in managing ticket and call queues based on Ticket Profile and resources available on shift. Take responsibility for team decisions. Lead any presentation to Management Educating monitoring team how to raise valid ticket with SLA. Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties. Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the Service Level Agreement. Reviewing and updating process documentation. Scrutinizing all Tx and IP changes to make sure no isolation during change for any regional services and routers.  Keep the count of fault and action queues low for smooth operation of shift. First line work scope: Hardware replacement. FE dispatch, inventory maintenance, CSC coordination.  2nd line work scope: Complex rerouting, DCN issue for Node management. Direct Co-ordination with the Customers through Voice Call & Mail Communication.  Keeping the customers updated about the fault cause and plan of action. Managing customer escalation case and providing update to higher management. Loop testing with customer support team for speedy resolution. Resolve the Service affecting network problems on Proactive/Reactive basis. Monitoring of core DWDM/OTN networks connecting from USA to Australia, including PAN Europe through Sub- marine cable system. Fault rate control with the help of efficient problem management and Successful change management adhering to SLA’s& ensure proactive fault management to manage customers and Ensure adherence of operational processes Identifying the fault and First level troubleshooting in multi-vendor DWDM, OTN and SDH networks.

 Worked in different roles from Field engineer to 2nd line support Engineer in NOC. Creating ticket from OSS tools and assigns it to concerned team within SLA. Updating tickets with most relevant info for stakeholders’ awareness.  Taking ownership of critical issue till resolution including 2nd level support Raising concern with tech team/vendor support for any bug issue/patch upgrading. Coordinate & advise to field team for link restorations & reduce the MTTR. Handle the Unplanned events of OSP/ISP/Facility/VNE of Built Routes (TTSL)  Remote Support to field Team Leaders for unplanned (OSP, ISP, Facility) & Planned outages to alleviate MTTR. I&C of Alcatel OMSN Family including 1642 EM, 1642 EMC, 1662 SMC & 1660 SM. Configuring & assuring the routing & availability of E1 for different BTS. Maintenance of PRI & ILL Network (wire-line customer). Follow the docketing & internal and external escalations as per escalations matrix for ISP, OSP & Infra related issues. Overall accountability of Network in concerned geographical area. Up gradation of Microwave links from PDH to SDH. Configuring & assuring the routing & availability of E1 for different BTS and platinum customers. Performing ring test on monthly basis to ensure the robustness of Network built including intracircle ring. Executing Planned Event Program for OSP/ISP/Facility as per said MOP. Activity like node insertion/deletion/up gradation  Troubleshooting Ethernet circuits for enterprise customers. Provisioning of end-to-end services like IPLCs (International Private Leased Circuits), NPLCs (National Private leased circuits), and Ethernet over SDH, etc. on the optical network.