Shailesh Kumar

Background

About Shailesh Kumar

24x7 NOC support for Submarine cable NOC and also the international data and transport network extended from the cable system 24x7 NOC support for Submarine cable NOC and also the international data and transport network extended from the cable system. Network Alarm monitoring, timely notification, and raising Trouble Tickets Ensure Service Assurance and Service Delivery as per SLAs, and provide L2 support Coordinating with supplier for all faults and follow up till resolution Need to open TTs for all Internal and supplier-planned works and notify customers as per SLA times Follow-up with Suppliers for timely start and completion of planned works Responsible for providing permanent solutions to customers based on repeat failures in the network. Assist with the day-to-day reactive tickets and response to Customers and follow up till the resolution Answer and log support calls from end users within the defined SLA. Attempt first-time fixes, dealing with customers, and suppliers as necessary. Responsible for network management, acting as the point of contact for customers & and internal teams for all severe/critical incidents. Managing END-TO-END transitioning of service delivery facility as per industry standard. Demonstrate high levels of customer service when dealing with clients. Look to exceed expectations. Keep customers informed of progress on assigned incidents. Coordinating with On-site engineers to fix the issue on a permanent basis. Manage supplier activities (e.g, proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements) Website And performance Monitoring – Alertsite, suppression, Decom, Enable the alerts. Servers Management and maintenance (Windows/Unix/Linux/Solaris l.e Start/Stop/restart/patching. Working on Tools: Bigpanda, Vshare/Vcenter, Octa, Five9, Xmatters, Bigfix, Netbox, Logic- Monitor, Databog, Service Now, Netbackup, Cyber ARK, Control -M Software Used: • C-Zentrix, Unified OSS Console powered by HP for Combined Network Simulation. • I- Navigator Infra Alarms Simulation. • Cygwin – Terminal • HP TeMIP, OPManager, ServiceNow • BMC Remedy/SolarWinds/Appdynamic. • Nokia BTS Manager and ERICSSON Network Manager Working on Tools: Bigpanda, Vshare/Vcenter, Octa, Five9, Xmatters, Bigfix, Netbox, Logic- Monitor, Databog,Service Now,Netbackup,Cyber ARK, Control -M