Nov 2020 – Nov 2021 · 1 yr · Bangalore Urban, Karnataka, India

• Took part in Private Cloud Implementation and Migration Projects for various customers.
• Front-ending customer issues reported to Virtual Private Cloud and bring them to closure.
• Participate in Critical Incident Management to restore services on priority.
• Drive Change Management and Problem Management (Root Cause Analysis).
• Coordinate Capacity Management - Obtain timely Resource Forecast from Customers and work with Service Delivery Manager to ensure capacity.
• Participate in Continuous Service Improvement - create and track enhancement requests for the customers.
• Validate Customer Monthly Invoice and coordinate any issues/refunds with respect to billing.
• Act as a Project Coordinator in Customer Projects which requires VPC involvement.
• Provide support to Delivery and Account teams on VPC portals and processes.

Jun 2018 – Oct 2020 · 2 yrs 4 mos

• Project Coordinator and Technical Lead from Operations team - for Service Now migration across Cisco Managed Services customers.
• Project Coordinator from Operations team - to migrate customers from legacy platforms (RMS, PNOC) to the latest distributed environment (CMSP).
• Knowledge Management Champion - to migrate the internal KEDB to Service Now.
• Platform Acceptance Engineer, to transition CMSP platform from Build to Production.
• Platform Stabilization Engineer, handling Proactive Event Management, Capacity Management and Problem Management.
• Tools/Technologies used: Monitoring (ScienceLogic EM7), Splunk, Docker, VMware ESXi, vSphere, Ansible, Service Now, SNMP, Syslog, Linux, Networking.

Mar 2016 – Jun 2018 · 2 yrs 3 mos

• Managed a team of 6 people supporting Cisco developed tools (as a part of Cisco’s Business Critical Services).
• Customer Support Technical Lead for Cisco developed tools (as a part of Cisco’s Business Critical Services).
• Primary point of contact for Senior Management to drive transformation initiatives within the Operations team.
• Manage communications to the Senior Leadership and Customers on new initiatives.
• Maintain team's performance KPIs (Metrics, SLA, etc.) through tools such as Tableau, Salesforce and Service Now.
• Program Manager for Service Onboarding Projects (transitioning tools from Engineering to Operations).
• Project Manager for a couple of internal projects - 1. Application Server Migration across Cisco’s APJC and EMEAR customers, 2. Customer Data Quality Improvement for Better Delivery Accuracy.
• Tools/Technologies used: Linux, Networking, Cisco UCS Hardware, VMware ESXi, pfSense, Splunk, Service Now, SNMP, Syslog, Salesforce, Tableau, Cisco-developed Tools (CSPC, BCI, NP, SORA, SLM, CSone, CNA).

Mar 2012 – Mar 2016 · 4 yrs

• Administration of Cisco's application servers (sold as a part of Cisco's service contracts) installed in various Cisco customer networks.
• Remote installation support for Cisco UCS hardware, software and security patches.
• Troubleshooting Linux/UNIX, Networking and Application related issues.
• Automating the basic routine tasks and custom requests using Shell/Python scripting.
• Work as a point of contact from Service Delivery team for Product/Service improvement.
• Tools/Technologies used: Linux, Networking, Cisco UCS Hardware, VMware ESXi, pfSense, BMC Remedy, SNMP, Syslog, Cisco-developed Tools (CSPC, NP, SORA, CNA).

Dec 2009 – Mar 2012 · 2 yrs 3 mos · Coimbatore Area, India

• System Administration of UNIX (Solaris and AIX) and Linux Servers, performance tuning and patch management.
• Managing Compute Servers (IBM WebSphere, Squid proxy, Zimbra mail, and FTP Servers) and Storage Servers (SAMBA and NAS).
• System Administrator (Application Support) for Kurnia Insurance project (Malaysia).
• IBM WebSphere Application deployment/administration on UAT and production servers.
• Implemented and Integrated Servers in Coimbatore Corporation - Linux Mail Server, Domain Server and Internal Chat Server using single sign-on authentication
• Installed and configured NAGIOS Network Monitoring tool.
• Configuring and managing Firewall servers using IPTABLES.
• Basic SHELL Scripting.
• Tools/Technologies used: Linux, Networking, IBM WebSphere, HP ProLiant Servers, SAMBA, FTP, SFTP, NFS, NAS.