• Responsible for managing end to end service operations and enhancements projects for client’s global network infrastructure.• Prepare for Internal/External Audits of the project. Was involved end to end in the External/Internal audit for the project.• Coordinating and Planning the Yearly Business Continuity Plan testing exercise for IDC locations• Submit Daily and weekly dashboards in IRIS and My Wizard.• Responsible for driving business results through multiple vendors & partners.• Responsible for agreed SLA & KPI metrics to be met.• Work with analytics team to identify Service Improvement plan and implement them to show case cost benefit to the customer.• Coordinating with multiple teams spread across India and Philippines and preparing the True-Up data (Monthly Exercise) - which is the basis for the financial parameters that have been agreed with the client.• Act as internal escalation source in case team members need assistance• Perform vendor interaction with internal and external support organizations.• Participate in team projects and project/technology transition. Provide status reporting of team activities against the program plan or schedule.• Collaborated with Tools team to drive automation ideas.• Managing Risk & Issues register. Capture RAID logs and drive actions to mitigate or reduce.• Participate in governance calls with the vendors & partners to track issues, actions, progress on improvements & escalations as well as with the leadership and stakeholders to apprise them of operations performance on a weekly/monthly basis.• Participate in problem management calls for critical incidents & drive root cause analysis for future prevention.• Conduct daily review call with teams and keep track of operations progress & challenges.• Manage project related documentations such as change requests, RCA, Runbook review.

• Handle the operations team and ensure that the client deliverables are met.• Provide additional training to members of the team.• Consistently meet and exceed daily team performance goals with attention to detail.• Manage day-to-day client and internal service requests and incidents and document all services performed.• Responsible for managing end to end service operations & multiple small projects for client’s global network Voice infrastructure.• End to end build and testing of the Voice Infrastructure of the client.• Responsible for migrations and cutover.• Analyze reports based on various parameters to help in effective utilization of the resources.• Ensure compliance adherence within the team. Educate team on compliance guidelines in regular intervals.• Projects and handling Transition and Transformation projects for infrastructure service.• Handled Service Delivery for Managed Service Business.

• Providing support to L1 engineers to perform daily tasks.• Cisco IP Phones (7971, 7911, 7961,7931,7941 etc) configuration and troubleshooting on CUCM.• Configured Region, Device pool, Route pattern, Call Manager Group etc.• Configured Partition, Calling Search Space as per the requirement for call restriction.• Configured phone profiles for Cisco 79xx and IP Communicator phones.• Implemented various features for Cisco 79xx and IP Communicator phones.• Adding/Modifying/Deleting users, IP Phones, Device profiles, Phone Button Template, Voice mail user accounts, Extension Mobility service for a device profile.• Voicemail Configuration and troubleshooting on 7x and also on Unity Express.• Configuration and troubleshooting on VG224 and VG248 Gateways.• Configuration and troubleshooting on H.323 and MGCP Gateways.• Checking the service status under Call Manager Serviceability to have updates on the services running in the background.• Enabling debugs and analyzing them to find out the cause of the issue/fault.• Created Voice mail profile for users.• Looking into the various issues related to IP telephony and working towards to provide a resolution to the end user.• Raising the issue with various support teams for escalated issues and get a resolution. Coordinating with various vendors to get the issue resolved.

• Providing 2nd Level support for Configuration and troubleshooting on CUCM 7.x• Configuration and troubleshooting of Cisco IP phones on CUCM 7.x.• Configuration of Forced Authorization Codes as per the requirement for call restriction.• Configuration of Device Pool, Partition and Calling Search Space.• Configuration of Route Group, Route List, Route pattern.• Configuration of Phone profiles for Cisco IP phones and Cisco IP Video phones.• Voicemail Configuration and troubleshooting on Unity Server.• Configuration and troubleshooting on MGCP Gateways.• Performing Daily Checklists, updating Dashboard, helping the 1st Level engineers to troubleshoot.• Coordinating with ISP in case of Link issues.• Identifying weak areas in the network and working on resolution to provide better services.• Using RTMT to troubleshoot issues, checking the traces on RTMT to find the reason that is affecting the service.• Checking the configuration on the Gateways to troubleshoot issues. Making changes in the configuration to resolve the issues.• Analyzing reports based on various parameters to help in effective utilization of the resources.

• Cisco IP Phones (7971, 7911, 7961,7931,7941 etc) configuration and troubleshooting on Call Manager 5x,6x and 7x and on UC500 (Unified Communications Express)• Configured Region, Device pool, Route pattern, Call Manager Group etc.• Configured Partition, Calling Search Space as per the requirement for call restriction.• Configured phone profiles for Cisco 79xx and IP Communicator pones.• Implemented various features for Cisco 79xx and IP Communicator phones.• Resolving issues for BT customers existing on IPT platforms such as Call Manager, CME, UNITY, Telephony Issues, FAX Issues.• Adding/Modifying/Deleting users, IP Phones, Device profiles, Phone Button Template, Voice mail user accounts, Extension Mobility service for a device profile.• Fault Management for Cisco UC500, Field Support, Commissioning and Provisioning Support.• Voicemail Configuration and troubleshooting on Unity 3x and 7x and also on Unity Express.• Configuration and troubleshooting on VG224 and VG248 Gateways.• Configuration and troubleshooting on H.323 and MGCP Gateways.• Checking the service status under Call Manager Serviceability to have updates on the services running in the background.• Working knowledge of IPCC. Adding agents on IPCC.

• Provide customer support to a leading computer manufacturer (HP) with major responsibilities including troubleshooting various issues related to hardware, software and OS of a customer’s computer. • Worked as Level 2, escalation point for resolving every issue, related to HP desktop systems, which also included printer Configuration, TCP/IP queries, Win98, WIN ME, WIN XP issues, resulting in customer delight.• Appointed as site SPOC for IRT (Incident Review Team) as an extra initiative for maintaining SLAs at site level, addressing Open and Pending issues, by researching and analysing root cause failure, Give feedback to every individual(Rookie) and conduct TL/GL and Manager meeting on the same to maintain a standardized procedure across site.• Participated in conference calls with the client and trained associates on floor with the new updates.• Maintained stringent compliance with the SLAs defined by the client.

Provide loan to Credit Card holders of Citibank. It was an outbound process and we provided loan to Credit Card holders of Citibank over phone.