Service Delivery Manager

• Aug 2022 - Present

Order Delivery Manager

• Apr 2020 - Dec 2020

• Sound technical knowledge, Meeting deadlines and build project plans, implemented gap analysis to identify required customizations, schedule resource to meet business requirements adhering to SLA• Reviewing customer orders; planning and coordinating delivery activities; managing end-to-end customer requirements on delivering change, new, bulk, decommissioned order requests as per the customer requirement.• Analyzing customer orders, setting delivery priorities; making schedule adjustments to meet timely delivery goals• Managing & coordinating daily operations projects/multiple bulk order projects including the scope, planning, schedule, testing & monitoring, reports/documents, billing of the delivery.• Key member to provide urgent support for the execution of delivery, produce ad-hoc reports when required.• Identifying and managing escalations and coordination point to resolve high profile and/or critical issues• Maintained strong relation between internal delivery team, customer delivery team, project coordinators, change management, technical team, local team, ordering team, billing team, to understand upcoming demand and execution of the delivery, effective communication to all stakeholders • Maintained and tracked all owned orders to keep status updated as per the work in progress and maintain the SLA• Reported and shared weekly and monthly status of order delivery to the senior management and peers.

Level 2 Service Desk Specialist (Incident Management)

• Aug 2017 - Mar 2020

• Performed troubleshooting of: Network devices (customer edge & provider edge router) for issues: unstable network connection, flapping issues & slow response, reachability issue, high bandwidth utilization, resiliency issue, LAN, WAN, riverbed, down, latency, and IP accounting based on configuration item.• Daily 30+ Incidents as P1, P2, P3, P5, critical & major incidents; 24x7 Tier 2 support-maintained communication with stakeholders throughout the incident lifecycle daily, weekly, quarterly and annually. • Provided resolution and restoration of network with SOPs, SLA and KPIs; achieved MTTR for incident resolution• Organized joint troubleshooting sessions/meeting minutes major, repetitive and highly impacting incidents. Trained & mentored the new team members created and managed training documents for smooth and operations.• Performed user acceptance testing (UAT) for integration of internal application with customer’s application to enable live tracking of incidents by customer through use of their internal platforms• Monitored problem management database and followed up to ensure timely resolution of problems • Worked on multiple tools simultaneously such as tools used for: Ticketing, monitoring device Logs, Graphs, Bandwidth Utilization, Connection Availability, Circuit Details, DNS, QOS, Dashboard, Monitoring, issue detection.• Acting team lead for 4-5 team members for high priority incidents during night shifts.• Management & coordination of Service Desk services: Service Catalog, Service Requests, Incident Management, Member Care escalations, Problem Management and Change Management, subject matter expert, order delivery management teams, customers, external vendors, carrier, customer service managers; implemented process and policies with incident management and ITIL guidelines for resolution of network issue and customer satisfaction.

Level 1 Specialist (Incident Management)

• Nov 2015 - Jul 2017

• Managed networks for airlines and airports across America, EMEIA and APAC regions; worked on services such as IP VPN at Airports; executed Integrated Traffic Management; managed WAN and MLAN devices• Ensured end-user support is provided, including proactive monitoring & support of Service Level Agreements for incident management; identified, logged, investigated, prioritized & documented reported incidents; minimized the network resolution time and restored network within the customer defined SLA • Registered network issues as the first point of contact for airline’s employee for network issue, initiated diagnosis and involved other stakeholders for restoration of the network

Technical Support Engineer

• Nov 2013 - Nov 2015

• Administered and configured Linux servers including installation of third-party software and VOIP technology• Installed, and troubleshot VOIP products and technologies such as Mobile Dialer, Optimizers, Codecs, Media Gateways and Soft Switches• Worked on network protocols including RTP, SIP and SDP • Administered and configured Linux servers including installation of third-party software and VOIP technology• Installed, and troubleshot VOIP products and technologies such as Mobile Dialer, Optimizers, Codecs, Media Gateways and Soft Switches• Worked on network protocols including RTP, SIP and SDP