Vikash Sharma

Experience

1. Network Operations Center Engineer

   Exotel

   Nov 2021 — Present · Gurugram, IN

   Supporting 24/7 basis to ensure smooth functioning of Fault management activities and processes to troubleshoot faults of different Operators Network nodes through Monitoring Tools and Server Applications.• Ensuring the Major incidents resolved within the SLAs as agreed with the operators & Ensure every Incident closed with proper RCA and all the resolution procedures are updated in the relevant Ticketing Tool with appropriate work details.• Facilitate and drive the meetings/ bridges with internal teams and external vendors to fix the faults within the agreed SLA by providing timely escalations and notifications.• Coordinate with international operators (UAE DU, Etisalat, Indosat TTM, SME & TCL) for service issue and ensure the committed uptime achievement.• SIP Trunk basic configuration and trouble shooting at Oracle SBC.• Maintaining the SMS Latency as 70.• Co-ordinate with multiple teams to make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.• Customer complaint E2E follow up and closure.• Acknowledgement of Customer and Ameyo Issues & internal team support <10 mins.• Freshservice Ticket Handling and NOC tracker updation.• Providing all tool access as per user requests.(Grafana, AWS, Jenkins, VPN, Kibana, Exometrix etc.)• Propose the Service Improvement plans (SIPs)–Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes to operators.• Performing end-to-end incident management. Responsible for time-critical User Service, technical troubleshooting within complex issue on the network. Working with customers.• To analyze Health Checkup report for each Network Nodes as part of preventive maintenance and taking the corrective action to resolve any fault found on daily basis.• Knowledge on Linux, API Calling, Bash,AWS user access, and preparing the NOC SOP.

Education

• Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV), Bhopal

  Bachelor of Technology - BTech