Sep 2020 – Present · 5 yrs 8 mos · Hybrid

• Acted as Network Specialist for large enterprise customers including Bharti Airtel, Jindal Steel, and RBS.
• Owned network operations, upgrades, and stability across LAN/WAN and core network environments.
• Led the technical execution of network projects, coordinating timelines, resources, and multiple stakeholders.
• Drove SLA adherence, managed critical network escalations, and participated in customer governance and review meetings.
• Coordinated with OEMs and vendors (Cisco, Juniper) for design validation, upgrades, and issue resolution.
• Implemented risk mitigation and improvement plans to enhance network availability, performance, and resilience.

Jan 2018 – Sep 2020 · 2 yrs 8 mos · Hybrid

• Monitored and supported enterprise LAN/WAN networks to ensure availability and performance.
• Performed Level-1 troubleshooting for network incidents related to routers, switches, links, and connectivity issues.
• Handled incident ticket creation, initial diagnosis, and escalation as per defined SLAs.
• Conducted basic network configuration tasks under guidance (VLANs, port configurations, IP addressing).
• Coordinated with L2/L3 teams, vendors, and service providers for issue resolution.
• Performed network health checks, link monitoring, and basic performance validation.
• Maintained documentation, shift handovers, and incident reports.
• Followed change management and operational processes to ensure stability.

Sep 2010 – Jan 2018 · 7 yrs 4 mos · Hybrid

• Managed TAC coordination and RMA processes, ensuring timely resolution and end-to-end case closure.
• As part of the PMO, supported OEM quote generation, collaborated with internal teams, and assisted with customer contract renewals.
• Supported and delivered customer projects for key accounts including MHA, HMCL, and CBDT.
• Managed the complete incident lifecycle, including vendor escalations, RMA coordination, and operational reporting.
• Conducted monthly service review meetings with customers and OEM/vendor partners to ensure SLA compliance