Pooja Suhag

About Pooja Suhag

As a Service Reliability Engineer at BT Group with over 3 years of experience in telecom infrastructure, network operations, and system reliability. I specialize in ensuring service uptime, automating operations, and managing large-scale deployments across global environments.My current skill set includes service provisioning, incident and escalation management, observability (monitoring, logging, alerting), automation scripting, capacity planning, and SLO/SLI implementation, using tools like NGSD, Citrix, FSL, Service now and other salesforce tools.I’ve also contributed to projects involving FTTC, FTTP, FTTX, and Ethernet fiber, with hands-on involvement in network design, infrastructure build-outs, compliance documentation, and root cause analysis.Passionate about delivering reliable, scalable systems and continuously improving service delivery across all layers of infrastructure.Feel free to connect with me for collaboration, networking, or any open opportunities:)

Experience

1. Service Reliability Engineer

   BT Group

   Mar 2025 — Present · Gurugram, IN

   Service Provisioning & Deployment- Lead end-to-end provisioning, including site readiness, CPE delivery, installation, and test/turn-up coordination.• Field Coordination & Dispatch Management- Manage field resources and queues using FSL and WCD cockpit to ensure timely and efficient service delivery.• Escalation & Incident Response- Act as SPOC for customer escalations and critical issues, ensuring quick resolution and minimal impact.• Break-Fix & 24/7 Global Support- Provide round-the-clock operational support, coordinating internal and partner resources for issue resolution.• Observability & Monitoring- Implement and maintain robust logging, monitoring, and alerting systems for proactive incident detection.• Automation & Tool Development- Assist to automate manual tasks and streamline deployments across field operations.• Performance & Scalability Optimization- Analyze system performance and scalability, implementing improvements to enhance service reliability.• Capacity Planning- Forecast and manage infrastructure growth to ensure operational readiness and future scalability.• SLO/SLI Implementation- Define, monitor, and report on Service Level Objectives and Indicators to maintain operational standards.• Continuous Improvement & RCA- Conduct root cause analysis post-incident and drive preventive actions for long-term service stability.

Education

• Maharshi Dayanand University Rohtak

  Masters in Technology, Electronics and communication engineering

• Maharshi Dayanand University Rohtak

  Bachelors of Technology, Electronics and communication engineering