Dec 2019 – Jan 2025 · 5 yrs 1 mo · Kuala Lumpur, Malaysia · On-site

• I am entrusted with a diverse range of responsibilities. I lead strategic planning and implementation efforts for network and security services, ensuring alignment with organizational objectives and industry best practices. My role encompasses managing service delivery to meet company and client needs across 455 global sites, overseeing network infrastructure design, deployment, and maintenance for optimized performance and risk mitigation. I also spearhead the development and enforcement of network security policies, promptly respond to security incidents, and manage vendor relationships and contracts to uphold service level agreements.
• Accountable for Service management, Service Delivery and Service line ownership of Global Operations in Core Network and Security services for 456 sites across globe.
• Accountable for Supplier Performance management and vendor Relation Building, Digital Transformation and Network Transition.
• Collaboration with Stake holders for varies Business needs. Business case preparation and proposals.
• Manage and constantly look for service improvements & Innovation opportunities to ensure the IT services continue align with the business needs.
• Technology:
• WAN/LAN Transformation using Meraki SD-WAN and Cisco products.
• Firewall & Multi-Cloud services.
• Riverbed Optimization and Telepresence.
• Zscaler Cloud Services – ZIA, ZPA and ZDX.

Sep 2018 – Dec 2019 · 1 yr 3 mos · Malaysia · On-site

• Technical brand and impression building among the decision makers and influence among clients,providing Solution Architecture to the team in Routing-Switching, Firewall, F5(LTM, GTM, ASM,APM),Nexus,ACI-APIC,Proxy-Bluecoat,Riverbed,HP comware/procurve switches.
• Acting as the Lead/consultant for the business coverage and operational response time in APAC/EMEA region customers for the DXC enterprise end customers.
• Coordinating for the DC launch and project run in the Australia/Europe clients for both incident/change/problem management.
• Risk Assessment, training, Audit, change implementation, problem management, troubleshooting and designing for the various key accounts of the organization.
• Designed and worked with professional service team for F5 load balancer consolidation from three to one (with virtualization).
• Provide direction and technical assistance to offshore team whenever there is need.
• Closely working with other engineering teams for the network optimization.
• Implementing network improvements without any outages under STD/normal changes.
• Responsible for the Technical escalations handling for the multiple customer in leverage platform across the DC and regional locations.
• Responsible for the accounting on APJ customers on Ticket quality metric, SR counts, SLA metrics, Change performance, Delivery assurance, System Integration, Work force management.
• Handling Network transitions and transformation for the new accounts in EMA/US regions.
• Setting up new operation centers and handling/designing/new recruitment job roles for the multiple accounts across globe for the organization network Security practice.

Jan 2017 – Aug 2018 · 1 yr 7 mos · Malaysia

• Provide Expert Technology platform support of change control process, including impact analysis, method of procedure review, implementation and verification.
• Work closely with NOCC, infrastructure Engineers and Performance Engineering groups on trouble ticket escalations and providing ON-call support.
• Primarily responsible for managing day-to-day operations and infrastructure support for the client group. Handling P1/P2 calls. Breach report and RCA analysis with customers.
• Manage interactions and relationships with multiple Vendors in the client area. Drive conversations around escalation handling, process improvements and skill enhancements
• Worked with the leadership team to identify the right job descriptions and skills to drive operations from offshore and Working on the capacity planning for the team members.
• Provide valuable inputs and facilitate critical operational changes.
• Handling Transition during the new project incoming and setting up incident and change management along with the client and management teams.
• Work on Change Requests and incidents handling on the infrastructure devices which includes Cisco Routers, Cisco Layer 3 Switches and Nexus 9k 7k 5k and fex,F5 LTM,Cisco Firewalls, Palo Alto Firewalls, Riverbed Daily Report Analysis, Wireless WAP and controllers.
• Working with the App support engineers for support and new implementation and designing the new infra setup and traffic manipulation.
• Working with Multiple vendors cisco for RMA/FE/Logistics, MS for Azure support and other telecom related vendors like AT&T,CTL,TATA,BT,Masergy for the continual support on operation and redundancy availability all time.
• Working closely with windows and Linux teams for the external and internal DNS creation and to valid the client and server SSL certificates.
• Part of the Talent management team as the technical panel for selecting new talents and also for conducting technology related training's and induction programmer.

Sep 2014 – Dec 2016 · 2 yrs 3 mos · Bengaluru Area, India

• Working as L3 in incident team for the network support of more than 400 retail and 16 Data centers.
• Configuring and troubleshooting of switching/routing issues. New installation and upgradation according to the change plans. Handling the network fix and priority based incidents.
• Analyzing the Root cause and meet with vendors for finding the solutions.
• Hands on F5 load balancer , troubleshooting user level issues , application related cases
• Nexus Switch troubleshooting, configuration changes, replacements and new installations.
• Checkpoint, Cisco ASA monitoring and troubleshooting
• Working closely with ISP’s for BGP and other routing issues.
• Implementation and troubleshooting skills on VPN technologies.
• Participating P1 calls and resolving the network connectivity issues within SLA.
• Escalation metrics support.
• Reports and Documentation.
• Vendor coordination / dispatching and problem resolving through phone and emails.
• Cisco documentation , coordination with FE’s
• Change management initiative
• Offshore Project Management and various backup implementation on the India network.

Aug 2011 – Aug 2014 · 3 yrs · Kolkata Area, India · On-site

• Monitoring, Troubleshooting of network related issues, device configuration (Cisco routers, switch) and assistance for product installations.
• Analyzing, designing, testing, and evaluating network systems such as local area networks (LANs), wide area networks (WANs), internet, and intranet.
• Analyze the network trouble reports and providing solutions.
• Monitoring and Troubleshooting of Checkpoint, cisco asa. Device configuration.
• Support for extreme switches.
• Installation and Monitoring of Cisco Call Manager ( CUCM ) 8.5 ves
• Provide Level 1/2 technical assistance Security design, presales, installation, troubleshooting & service delivery of clients.
• Team member in various ongoing OEM Projects with various clients – Service providers/BFSI/Global/retailer/educational institutes etc.
• Nature of the work always involves with requirement gathering, presentation, design, implementation, preparing documentation and scope of work and signing off ie end-to-end ownership of projects.