Feb 2023 – Present · 3 yrs 4 mos

• Provide L3 technical support for Cisco Service Provider Automation tools: EPNM, CPNR, NSO, and CNC. Troubleshoot and resolve complex cases related to DNS/DHCP, IPAM (CPNR), provisioning, and service automation. Perform root cause analysis (RCA) and drive permanent fixes to eliminate recurring issues. Support customer deployments with RESTCONF/NETCONF API integrations and advanced provisioning templates. Execute software upgrades, patches, migrations, and DR failovers for NMS/EMS platforms. Develop and maintain automation scripts (Python, Shell) for log parsing, health checks, and provisioning workflows. Collaborate with TAC and engineering teams for bug identification, defect reproduction, and feature enhancement requests. Deliver knowledge transfer sessions, product demos, and documentation for customers and peers. Act as a trusted advisor to customers by recommending best practices in automation, deployment, and security. Provide support for integration of Cisco NMS platforms with third-party OSS/BSS systems.

Oct 2021 – Jan 2023 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• ● Managed Cisco EPNM & DCNM platforms for Rakuten’s global NMS
• infrastructure.
• ● Executed software upgrades, patches, and fixes across OSS/NMS
• components.
• ● Handled daily activities in fault, configuration, performance, security
• management, and provisioning.
• ● Performed daily health checks, backups, server maintenance, and
• switchover operations for high availability.
• ● Created incident reports, RCA documentation, and SOPs for
• operational consistency.
• ● Coordinated with field engineers, O&M teams, and vendors to resolve
• critical incidents.
• ● Contributed to application migrations, DR drills, and system
• performance tuning.

Oct 2021 – Jan 2023 · 1 yr 3 mos

• Managed Cisco EPNM & DCNM platforms for Rakuten’s global NMS infrastructure. Executed software upgrades, patches, and fixes across OSS/NMS components. Handled daily activities in fault, configuration, performance, security management, and provisioning. Performed daily health checks, backups, server maintenance, and switchover operations for high availability. Created incident reports, RCA documentation, and SOPs for operational consistency. Coordinated with field engineers, O&M teams, and vendors to resolve critical incidents. Contributed to application migrations, DR drills, and system performance tuning.

Mar 2021 – Sep 2021 · 6 mos · Manesar, Haryana, India · On-site

• ● Delivered L1/L2 support for Bharti Airtel’s IP CEN Backbone Network
• across PAN India, including IOS upgrades, daily operations, and troubleshooting of hardware, logical, and node isolation issues.
• ● Monitored and managed multi-vendor network alarms (Cisco, Huawei, Nokia), coordinating with O&M teams for fault restoration
• and implementing proactive solutions to recurring issues.
• ● Handled documentation, CRQs, and change control, while extracting
• logs, inventory, and backups from NMS for network optimization.
• ● Escalated critical issues promptly to management and ensured
• smooth operations through 24×7 shift support, daily reporting, and
• collaboration with NOC teams.

Mar 2021 – Sep 2021 · 6 mos

• Delivered L1/L2 support for Bharti Airtel’s IP CEN Backbone Network across PAN India, including IOS upgrades, daily operations, and troubleshooting of hardware, logical, and node isolation issues. Monitored and managed multi-vendor network alarms (Cisco, Huawei, Nokia), coordinating with O&M teams for fault restoration and implementing proactive solutions to recurring issues. Handled documentation, CRQs, and change control, while extracting logs, inventory, and backups from NMS for network optimization. Escalated critical issues promptly to management and ensured smooth operations through 24×7 shift support, daily reporting, and collaboration with NOC teams.

Aug 2020 – Dec 2020 · 4 mos · Haryana, India · Remote

May 2019 – Mar 2021 · 1 yr 10 mos

• ● Configured and troubleshot intrusion/fire panels, IP/Analog cameras,
• and VMS systems.
• ● Provided on-site and remote technical support, ensuring timely
• resolution of customer issues.
• ● Supported product testing, debugging, and rollout of new features.

May 2019 – Mar 2021 · 1 yr 10 mos

• Configured and troubleshot intrusion/fire panels, IP/Analog cameras, and VMS systems. Provided on-site and remote technical support, ensuring timely resolution of customer issues. Supported product testing, debugging, and rollout of new features.