Vivek Singh

Network Operations

• Act as single point of contact for customer to drive each services offered by AT&T
• Managing SDN/SDWAN product and verious market offerings – Viptela, Velocloud, SilverPeak, CloudGenix, Flexware
• Understand, analyze and troubleshoot incidents until resolution
• Interface with transport team to work with PTT/ISP for Circuit break fix issues
• Analyze Technical data, Application traffic per site and user and major contributors and root cause of escalated incidents
• Partner with LCM Engineering/Architects to define design issue
• Upskilled Agents focused on First Contact Resolution, Consistent Customer Service Experience
• Single Point of Contact within Service Assurance Incident and Escalation Support for the customer, Primary focus on service restoration
• Engagement of resolver groups for complex support, and ensuring proper resource engagement for incident resolution
• Managing break-fix activities during incidents, including workaround solutions until incident resolution
• Primary Focus on prioritization and resolution of Critical or Major Incidents
• Attending / leading severity 1 internal technical bridges and coordinating service restoration efforts as needed.

Incident Management:

• Main focus on Service restoration, managing the lifecycle of high severity incidents
• Attending/lead high severity technical bridges and coordinate service restoration efforts with various service centres, vendors, suppliers and service providers
• Managing break fix activities during incidents to provide any workaround solution or resolving the incident
• Provide support for data analysis and cleansing of Incident SLA failures
• Review PIR reports for Incidents you have managed, validating details, correcting inaccuracies and errors where necessary, working with service centres, vendors, partners and suppliers

Problem Management:

• Responsible for managing the lifecycle of all problems
• Partners with AT&T's Helpdesk, technical teams, and management to expedite pervasive network problems to meet/exceed customer requirement
• Focuses on higher systems availability, reduction in Incident occurrences and improved customer satisfaction
• Perform post incident reviews with relevant support teams/vendors for critical incidents to get to the root cause
• Participate and review RCAs on the customer problem management calls as required
• Perform reactive problem management activity based on customer-initiated requests
• Perform proactive trend analysis to identify any recurring chronic issues, initiate and follow through any Service Improvement Plan as needed
• Ensure all action items and recommendations defined in the RCA’s are followed through
• Maintain a problem tracking log, providing weekly and monthly status reports to support service reviews and governance meetings
• Measure and report against Performance Objectives in accordance with SLA's KPI’s and key data points
• Provide support for data analysis and cleansing of Problem SLA and KPI failures, :
• Manage RFCs from receipt through to closure
• Works closely with Customer, suppliers, project and SMD teams to ensure all changes have recorded customer approval before being implemented by AT&T
• Coordinate Change Advisory Board/Emergency Change Advisory Board, attending client meetings
• Participate in CAB & eCAB meetings and communicate results to AT&T PM's, SDM's and Implementation teams
• Measure and report against Performance Objectives in accordance with SLA's KPI’s and key data points
• Attending/Conducting Post Implementation Reviews for failed changes, providing RCA reports for AT&T failures

Transition:

• Participate in operational interface designs and process/procedure creation
• Participate in ORT and acceptance of all implemented processes/procedures
• Ensure action plans are in place for any transition exceptions

Transformation:

• Be an active participant in Transformation planning
• Understand the timing and ramifications of the transformation
• Work with COE’s to ensure quality delivery so as not to impact normal operations during the transformation

Project:

• Automation project – Event correlation, Auto diagnostic script, electronic bond between tooling system, email template automation
• Service Now (SNOW) Transformation project
• In house Event, Incident & Problem management tool implementation
• WFM Project - Shift Management portal
• Network event notification standardization, implementation of 3rd party SD WAN event management portal (LiveAction)

General:

• Participates in process improvement with other teams working closely in conjunction with the Ops Manager
• Ensure you are familiar with and understand the contract as it pertains to the Integration roles, the deliverables, the SLA’s and the cost of missing SLA’s
• Responsible for escalation communication
• Participate in Disaster Recovery management
• Perform SLA Validation
• Create monthly dashboard report
• Present the network performance reports to the client on a monthly basis
• Generate monthly operational reports and make it available to stakeholders
• Communicating with the customer and internal functions as required
• Customer Escalation point for all maintenance, provisioning and billing aspects of the customer’s service
• Provide expert knowledge of operational support models
• Ability to work under pressure and when required outside business hours
• Initiating continuous improvement cycles and tracking to resolution
• Having a good understanding of customers’ network and any critical business usage to enable fact-based decision-making during problem management.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.

• Managing Global NOC Operation, handling team in Dallas (US), Monterrey (Mexico) and Bangalore (India) as primary NOC and Data Center Operation
• Responsible for proactive incident and fault management using State of art Network Monitoring tool, provides L2 support for network alarms impacting customer network and equipment’s
• Handling and managing 80 members team globally as single point of contact for 1st level escalation
• Built cross-departmental relationships with network support team to expedite processes and prioritize level of urgency, including ticket and network priority
• Process owner for GNOC SOPs, Audits internal practice to ensure complete compliance with applicable laws and regulations
• Monitors performance against client-defined factors that are critical to quality
• Gives ongoing performance feedback and complete annual performance appraisals for all staff
• Effective Vendor Management – Escalations and Building Relationship, conduct meeting with team and vendor manager to discuss grievance impacting SLA
• Mentoring new joiners, providing training, and preparing onboarding plan for smooth transition into operation
• Prepare root cause analysis, participate in CAB call, planning, and execution of network change.

• Responsible for 24/7 shift operation including configuration and maintenance of Cisco Routers and switches
• Commissioning, troubleshooting and maintenance of Leased line, Wireless Access point & Subscriber Unit
• Maintaining and troubleshooting of transmission equipment such as RAD, Tellabs modems
• Responsible for all new Corporate/ Iway / CTO Commissioning in Jamshedpur and Ranchi on Wireless Broadband 5.7 & 2.5 Radio link, including troubleshooting of DAX VOIP Gateways
• Perform vendor management activity, liaison with service provider such as Reliance, Airtel (Bharti), TATA, BSNL & Railtel and third-party vendors for installation and maintenance of backbone link
• Performs feasibility study for RF link commissioning
• Installation, maintenance and troubleshooting for base station and customer premises unit, handling complex troubleshooting to ensure last mile connectivity performance is as per SLA
• End to end responsibility of setting up new POP (point of presence) across East Region and deployment of network equipment for first banking customer using cisco and juniper router
• Provisioning of new backbone circuit and responsible for service delivery function for commissioning new circuits with our Telco partners.

• Performs first line troubleshooting to network alarms under SLA and endorsed to field operations if necessary
• Responsible for 24/7 fault management and monitoring of network alarms to prevent outages
• Manage operation and maintenance of transmission/SDH network
• Implement network activities that can improve stability of network to prevent service degradation or outages
• Installation, configuration and troubleshooting of Leased lines (VPN), RF Links with ISDN and VSAT as a backup
• Handling Fiber Optic based network using Media Converter (Single mode & Multimode)
• 24/7 Management of Backbone Links and customers links using MRTG Software
• Handling customer calls (Corporate Helpdesk) and providing prompt solutions
• Hardware and LAN troubleshooting, PC assembling, Installations of Software and maintenance of Local Lan in Windows 2000 server Domain
• Leading the team of three network operation persons and Heading a team of five field support engineers
• Instructing jobs to them and ensuring completion on time
• Provisioning of new circuit and implementation of VPN network