Aug 2022 – Present · 3 yrs 10 mos

• Responsible for the technical strategy and maintenance of Cisco's IT applications for Sales Crediting, Compensation. This includes digitisation and automation of operational activities, data governance, application security compliance and evaluating new technologies as Cisco continues its digital transformation.

Mar 2020 – Jul 2022 · 2 yrs 4 mos

• Responsible for Global Network Management – 45K+ devices widespread across 60 countries & 250K users with 300+ carriers
• Provided service delivery by ensuring optimum network availability & KPI governance.
• Driven Service Operations Governance, escalation handling & CSI per global standards
• Close coordination with BU’s, Network Planning & Project teams for network expansions
• Driven Automation & Innovation for better ROI and operational excellence
• Partner management and driving strategic approach catering business requirements
• Strategic Leader with successful mentorship of future leaders

Feb 2016 – Mar 2020 · 4 yrs 1 mo

• Responsibilities include managing the entire lifecycle ITSM functions like Incident, Problem, Implementation and Change Management functions of both BFSI (Enterprise) and Telecom (Service Provider) customers.
• Managing customer escalations and proactively remediate service level concerns.
• Working closely cross functional teams during major incidents, changes, optimisation of customer network and Go-Lives for seamless delivery.
• Validate and maintain process documents, operation team RACI Matrix, operations manual, etc.

May 2015 – Feb 2016 · 9 mos

• Escalation contact for partners/customers for any gaps with technical service delivery (TAC). This includes providing additional services or materials, and support level prioritisation.
• Managed incidents that are risk to operations and worked on mitigation plans with partner organisations including Business Continuity Planning.

May 2009 – May 2015 · 6 yrs

• Instrumental in handling technical escalations for customers by troubleshooting large complex networks with mixed media and protocols in Router and IOS architecture domain
• Manage critical customer accounts by successfully resolving their issues and stabilising their networks.
• Effectively recreate complex customer scenarios in lab to resolve and fix new bugs.