Nisha Shah

About Nisha Shah

An ambitious and energetic Service Operations Professional with an experience of 3.5 years in IT Service Management Operations support, Incident Management & Project Management. Exhibited excellence in Incident, Problem & Change Management using ITIL, monitoring health of network infrastructure and ensured that systems within the organization are managed in accordance with documented processes, and procedures in a Cloud Services Operations.

Experience

1. Associate Engineer

   Ericsson

   Mar 2020 — Present · Bengaluru, IN

   Process implementation for the client regarding incident management, event management, change management, and SLA management.• Monitoring of network and applications of cloud-based charging systems, handling incidents & change requests and working towards the resolution in coordination with 1st and 2nd level support group.• Dealing with customer escalations and ensuring error-free delivery of services in adherence with SLAs. Provide E2E data management information of the raised incidents and service request.• Locating underlying root cause (RCA) from events and incidents monitored through different tools and using competencies to resolve the same. Performing health checks on various nodes during and troubleshooting.• Usage of tools like SolarWinds, Secure CRT, Putty, Tivoli Netcool, Jupiter etc. for proactive monitoring of the network and its usage with regards to thresholds of various nodes, and tools like OMAS and AOTS for management of scheduled activities and sending notifications in case of an incident report.• Handling incident bridges, involving the respective 2nd Level troubleshooting team & project managers, coordinating with customers & vendors to get the issues resolved on utmost priority.• Given trainings to new interns and joiners. Evaluated and upskilled new interns.• Performing the quality checks of Change Request (CR) after completion of Maintenance window by the change coordinator, ensuring that the CR is closed post implementation review with applicable close codes.• Sending daily activity status reports to senior management and stakeholders. Providing access to vendors/3PPs to nodes for troubleshooting/maintenance and access management of users into the project NOC environment.• Usage of ITSM for incident handling, 1st Level troubleshooting, inspecting the SLAs of all open tickets and communicating the required information to the respective support team for timely resolutions.

Education

• SHMD School

  High School

  2004 — 2014

• REVA University

  Bachelor of Technology - BTech

  2014 — 2018