Shiva Prasad

Background

About Shiva Prasad

NOC Analyst with 11+ years of experience in cloud operations, networking, and end-to-end support within large-scale global delivery environments. I specialize in monitoring, troubleshooting, and supporting cloud-connected devices, including OpenSync, RDK-B, and broadband CPE platforms.Currently supporting non-L5 EU ISP customers and a large L5 CSP (Jio) with over 8 million OpenSync cloud customers, ensuring on-time, high-quality cloud and firmware releases. I manage the full release lifecycle—from deployment and monitoring to issue identification, root-cause analysis, and resolution—while consistently meeting SLA commitments for P0/P1 incidents.I bring strong expertise in log analysis, data-driven triage, and field issue troubleshooting, using tools such as Kibana, OpenSearch, Grafana, Splunk, tRex, Jenkins, Tardis, Backtrace, Vizportal, Postman, Jump Server, and Reverse SSH. I have hands-on experience with API and web-service troubleshooting, as well as creating custom dashboards, analytics, and operational reports.My role involves close collaboration with DevOps, Data Studio, SOBI, Support, SOC, and NOC teams, along with stakeholders, project managers, vendors, and customers across geographies. I have contributed to cloud-migration initiatives (AWS to GCP) and actively support Agile delivery models in fast-paced environments.In addition to cloud and networking operations, I have experience in security monitoring and incident response, including analyzing EDR, network, and cloud logs, investigating suspicious activities, prioritizing alerts based on risk, and improving IR processes through lessons learned.Technically, I have strong working knowledge of LAN, WAN, Wi-Fi, Wi-Fi mesh, IP, DHCP, and cloud platforms including AWS and GCP (EKS, GKE, GCE, S3, GCS, Kafka managed services, Databricks, BigQuery). I am also proactive in process improvement, automation, documentation, and knowledge-base creation, helping teams scale efficiently and improve service reliability.