HariKrishna Ponugoti

• Client : Verizon
• It is the World's Second largest telecommunications company by revenue and its mobile network is the largest wireless carrier in the United States with 114.8 million subscribers
• Verizon C-OPS Production Maintenance and support- We are providing operational support / Production support for US customers
• The applications are mainly built in both wireless and wireline environment
• The project is based on oneops application where all the applications are boarded at one place with all the runbooks and confluences and alerts are integrated with both oneops and Grafana as a monitoring tool
• We use to deploy the changes as per the requirements from the DEV team

• Client: Hutchison 3 Global Services
• Tech Mahindra deals with the ICT application support (Billing, CRM, Telephony, Provisioning) and E2E Service Management
• H3G Provisioning Production Maintenance and support- We are providing operational support for UK customers
• The applications are mainly built in Windows and Unix environment
• The project is based on Service Order fulfilment where Service orders are submitted by several agents like Contact Centre
• Some of the applications supported by Provisioning are DSA , Tertio , NMR

Roles and Responsibilities :

Current Role: L2/L3 Application/ Production Support Engineer

Responsibilities: Deployment Work, change request creation & performing, trouble ticket management, incident management, outage handling

• Monitoring alert systems and manually fixing the errors
• Searching and analyzing the logs from Unix/Windows servers for issues related to single customer or for application performance issues
• Extracting business reports, Data Analysis and representation
• Working in SLA driven environment, so always proactive and vigilant, even after shift timings
• Maintaining application availability 24x7
• Work with client for efficient incident / problem and working in client location
• Provide application-level user support through direct interaction/Service Desk
• Handling all escalation calls on priority
• Creation of detailed documentations of each step performed, to have share point view of future references
• Co-ordination with component teams, Incident managers and other external stakeholders to get the environment / issues resolved
• Hutchison 3 Global Services provides telecom services mainly across UK and operations in over 53 countries
• Tech Mahindra deals with the ICT application support (Billing, CRM, Telephony, Provisioning) and E2E Service Management