Joel Salve
Network Operations Specialist
Pune
Summary
- Success in leading end-to-end perfection across Change, Configuration, Release, Service, Problem, Escalation & Knowledge Management with excellence in managing issues that could impact end-to-end delivery operations, performing root-cause analysis for remedying technical difficulties and providing leadership/ direction
- Skills in managing or setting up public/private cloud infrastructure including AWS EC2, VPC, IAM, MFA
- Expertise in analyzing& resolving complex problems associated with networks including LAN, WAN, SD-WAN, IP Addressing, Sub Netting, Internet Protocols and IPv4
- Possess strong technical acumen with the capability of understanding the customer or partner IT landscape, identifying opportunities and overcoming any technical obstacles through process improvement opportunities
- Impressive success in mapping requirements and designing solutions to address operational issues, resolve performance bottlenecks and achieve desired objectives; skilled in recommending IT infrastructure requirements and upgrading to ensure acceptable levels of Security, Disaster Management and Business Continuity plans.
- Customer Centric Professional; efficient in interacting with clients for following up on unresolved issues, analyzing & resolving problems within defined TATs; exceeding quality of service commitments within set SLA
- Comprehensive experience of Service Integration, Vendor Management, Operational Risk & Resilience, Business Process Improvement, IT Audits and development of risk related control frameworks & practices
- Highly-skilled in establishing cordial relationships with stakeholders, technical teams & vendors for successfully executing concurrent projects
- Key People leader with impeccable record of maintaining, managing and providing optimum solutions for best management of capacity planning, resource utilization, hiring requirements, cost centre linked finance issues and Business Case E2E life cycle
- Effective communicator, team player & innovator with excellent analytical, problem-solving and interpersonal skills and maintaining deliverables as per the defined guidelines along with elevating standards for operational excellence
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Network Operations Specialist
_VOIS
Bangalore
10.2020 - 05.2023
- Spearheading end-to-end IT Infrastructure Management entailing understanding client’s/ stakeholder’s requirement, developing plans and requirements
- Working on the design, development, implementation & continuous improvement of the incident, problem, change management processes, procedures, and methodologies based upon ITIL principles, and governing policies
- Leading AWS CloudWatch to monitor ECZ status of EBS & disk metrics; assigning required IAM policies
Delegating private and public lPv4 address and working with it for ECZ instances - Developing VPCs, associating&disassociating additional lPv4 CJDR blocks; facilitating VPC peering connections, transit gateway, allocating VPCs with public and private NAT subnet
- Exhibiting strong cross-functional coordination to interfaced with multiple in-house teams, Design and Service Architect Team for managing end-to-end customer onboarding including understanding RFP, preparing e-bonding & agreements till the finalization of deal
- Acting as SPOC for technical & operational support topics, orchestrating/connecting customer with VF and third parties
Building excellent rapport & relationship with the customer and Vodafone Account Team - Delivering CSI from service operations perspective and raising risks into the internal VF environment
- Driving operational process assurance to all the offered ITIL skills towards the customer; owning documentation management in run phase (Customer Operations Manual).
- Leading real-time incident and problem management impacting the production environment and ensuring resolution within SLAs and TATs; prioritizing incidents according to their urgency and influence on the business
- Driving configuration management for ensuring that products and services are consistently produced, delivered, and maintained in a way that meets customer expectations
- Managing planning and scheduling software delivery all through the release lifecycle
- Coordinate with various departments and perform all capacity planning activities
- Executing daily/ weekly/ monthly information security plans & policies, and best practices; tracking IT Security Controls & procedure
- Defining & managing IT Disaster Recovery Strategy for organization
Establishing standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality, zero breakdown environment - Assessing the severity of a system outage and production problem in regard to business impact and liaising with stakeholders to decide on immediate and long term actions
- Keeping a track of all IT Assets Software Licenses and Hardware across the organization, ensuring that the same is renewed as per the agreement being compliant with IT policy
- Directing technical teams to work together to resolve major incidents; acting as a further escalation point for all critical issues
Conducting both reactive root-cause analysis and proactive trend analysis as a part of Problem Management process - Ascertaining all IT Infrastructure components (Systems/Server, Network, Communication lines) are in place and functioning in Data center
Senior Executive
_VOIS
Pune
09.2015 - 10.2020
- Participating in meetings for change management initiatives, understanding client’s requirement, assessing the effectiveness of change management approach and securing approval of change, processing change requests and publishing change notifications
- Organized the CAB calls and drove improvements to change management process
- Conducted root cause analysis, identified the errors & trends in problem and took corrective actions to prevent reoccurrence of the problems
- Delivered L2 CRM application (Siebel/Amdocs) support
- Conducted pre-release rest and UAT for any new application launched to ensure application performance meets the business requirements & reported identified bugs to relevant teams
- Ascertained zero discrepancy between Vodafone UK Ecommerce portal and internal sales application w.r.t. products and pricing
- Participated in virtual meetings/war room with onsite teams across UK and Egypt to map business needs & get latest updates; provided & documented solution for issues faced by the offsite teams
- Conducted audits to identify revenue leakages or project specific audits as per operational needs; ensured adhered with SLAs, KPI's and all quality parameters
Associate
Tech Mahindra
Pune
09.2013 - 08.2015
- Monitored end-to-end order journey completion
- Communicated timely updates about installation and outages to customers
- Escalated delays and provided OCR/FCR to customers
- Resolved issues occurring in CRM application (OneView) w.r.t. billing
- Responded to technical queries for fixed line, fixed broadband services and BTTV and raised ticket for unsolvable issues
- Provided virtual support for new BT-sites
Education
Master of Computer Applications - Computers
Alard Institute of Management Sciences
Pune, India 06.2020 - 06.2022
Skills
Root Cause Analysis
Failure resolution
Network support
Analytical and Critical Thinking
Training and Development
Interpersonal Communication
Multitasking Abilities
Active Listening
Attention to Detail
Self-Motivated
Accomplishments
- Utilized Power BI automation mechanism to automate manual workload for global revenue report and implemented 3 efficiency
- Played a key role in saving total of USD 1.2M revenue by optimizing tools used in BAU for config related requirements
- Drove the team to achieve highest learning hours in two consecutive years by implementing focused approach towards individual learning needs and ongoing technological changes
- Successfully managed being a primary SPOC for entire vertical managing all BIA, BCP & Fraud assessment
- Strategized & implemented highest engagement plans to score the highest result in employee engagement factor in yearly & quarterly third-party surveys
Certification
CCNA - Cisco Certified Network Associate
Timeline
Network Operations Specialist
_VOIS
10.2020 - 05.2023
Master of Computer Applications - Computers
Alard Institute of Management Sciences
06.2020 - 06.2022
Senior Executive
_VOIS
09.2015 - 10.2020
Associate
Tech Mahindra
09.2013 - 08.2015