JOHNY LYNGDOH
Nongpoh
Summary
Service Assurance Operations Manager with almost 5 years’ experience and strong technical and operational expertise in managing customer incidents and requests, escalation handling, and technical troubleshooting within 24x7 operations for enterprise and carrier customers. Leads and mentors Level 1 and Level 2 engineers, providing hands-on support for issue resolution and skill development. Accountable for SLA/OLA adherence, MTTR, queue management, and customer satisfaction. Known for a logical, structured, and hands-on leadership style, with a strong focus on team upskilling, operational reporting, and continuous service improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager – Network Operations
GTT
01.2022 - Current
- Lead Service Assurance operations across multiple PODs (Service, Network, Solution), including North America out-of-business-hours coverage, managing Shift Managers and L1/L2 engineers with full accountability for workforce planning, performance, and operational readiness.
- Own executive-level escalation management, leading critical customer calls, coordinating cross-functional teams and suppliers, and driving timely resolution within SLA, while maintaining executive escalation rates below 3%.
- Govern operational KPIs including SLA/OLA, MTTR/MTTF, CSAT, productivity, quality, aging tickets, and call queues, consistently achieving SLA compliance above 90%, CSAT above 85%, handover in-commit rates above 90%, and call abandon rates below 5%.
- Drove team productivity and quality through clear targets and governance, maintaining high transaction throughput with quality scores exceeding 90% across teams.
- Designed and implemented an MS365-based automation platform to intelligently prioritize and dispatch cases based on severity, due date, service type, and solution, eliminating cherry-picking and improving SLA adherence across teams.
- Built and governed ServiceNow and Excel dashboards to provide real-time visibility into queue health, resource utilization, escalation trends, and early outage detection, enabling proactive decision-making.
- Partnered with Directors and senior stakeholders to develop and standardize Service Assurance processes, automation initiatives, and continuous improvement strategies across Americas division.
- Enabled team growth through development of Shift Managers, delegation of operational ownership, and embedding structured decision-making, reducing operational risk and enhancing customer experience.
Supervisor (Deputy Shift Manager), Network Operations
GTT
03.2021 - 01.2022
- Provided Tier 2 technical support for enterprise and carrier customers, owning complex incidents end-to-end from assignment to resolution. Supported enterprise services including MPLS, DIA, SD-WAN (VeloCloud) and managed security platforms such as FortiGate firewalls and Cisco routing devices.
- Performed advanced fault isolation across access, customer, and core networks, including routing and MPLS issues on Juniper-based core networks and legacy Cisco infrastructure. Supported major incident troubleshooting by identifying core network issues and engaging platform teams for further resolution.
- Owned customer and supplier communication, providing clear technical updates, managing expectations, and ensuring timely resolution within SLA.
- Supported carrier services including VPLS, Cloud Connect, and point-to-point Ethernet, working with managed NIDs such as Ciena and Accedian.
- Actively mentored and guided Tier 1 engineers during live incidents, providing step-by-step technical assistance and troubleshooting direction.
- Monitored ticket and call queues, reallocating workload based on incident volume and priority, and assisting with shift-level coordination.
- Supported shift operations by participating in daily huddles, aligning work assignments, and preparing operational and handover reports covering ticket queues, call volumes, and ongoing incidents for management visibility.
- Facilitated technical knowledge sharing through ad-hoc training and documentation for Tier 1 engineers.
Network Technician (Tier 2 Engineer)
GTT
03.2018 - 03.2021
- Provided Tier 2 support for enterprise and carrier customers, owning complex incidents end-to-end from assignment to resolution.
- Supported enterprise services including MPLS, DIA, and VeloCloud SD-WAN, and managed services involving FortiGate firewalls and Cisco 800/900/1000 series devices, with hands-on troubleshooting of ACLs and security policies.
- Supported carrier services such as VPLS, Cloud Connect, and point-to-point Ethernet, working with managed NIDs including Ciena and Accedian devices.
- Performed advanced fault isolation across access, customer, and core networks, including troubleshooting routing issues within the GTT MPLS mesh network on Juniper routers and legacy Cisco-based core infrastructure.
- Played a key technical role during major incidents impacting multiple customers by identifying core network issues and engaging platform and backbone teams for resolution.
- Owned customer and supplier communication, ensuring SLA adherence, timely restoration, and clear updates for executives during escalations.
- Mentored and coached Tier 1 engineers through live incident support, joint troubleshooting sessions, and technical guidance to enhance their skills.
- Designed and delivered classroom and on-the-job training, including PPT decks and training guides on DIA over BGP and Static, L2VPN(VPLS) and L3VPN(MPLS), SD-WAN, FortiGate firewalls, GTT MPLS core architecture, and IP routing over the GTT ASN.
- Took on supervisory responsibilities by monitoring ticket and call queues, managing shift resources, and reallocating workload based on incident volume and priority.
- Prepared and shared operational and shift handover reports detailing ticket queues, call volumes, and ongoing incidents with management.
- Led shift huddles to assign work, align priorities, and ensure effective coordination across Tier 1 engineers.
- Built strong customer relationships through an ownership-driven approach to incident management and maintained excellent rapport with cross-functional teams during major outages and joint troubleshooting efforts.
Technical Support Executive
Hinduja Global Solutions
04.2016 - 02.2018
- Delivered ticket-based L1 support for Data and Broadband services, managing incidents end-to-end from assignment to closure while performing basic physical and remote troubleshooting including power checks, jack-in/jack-out, interface checks, device reboots, and diagnostics to isolate faults.
- Managed customer communications and expectations through outbound calls to gather details, guide physical checks, and deliver regular progress updates until resolution.
- Coordinated with suppliers and third-party partners for troubleshooting, fault resolution, and follow-ups, ensuring timely service restoration.
- Assumed interim Tier 2 role, owning escalated cases and executing advanced troubleshooting on managed devices (ADTRAN, Cisco, Comtrend, Nokia DSLAMs, Ciena, Adtran TA).
- Worked closely with Field Engineers and Central Office teams for device replacement, configuration, and CFA changes at MDF/IDF locations.
- Developed strong skills in logical troubleshooting, technical analysis, and ownership mindset while effectively managing pressure in customer-impacting environments.
Education
Bachelor of Computer Applications -
Sikkim Manipal University
Shillong, India02-2015
Skills
- Incident & Request Management
- Customer & Executive-Level Escalation Management
- SLA / OLA Governance, MTTR & MTTF Control, Customer Satisfaction
- Queue, Backlog & Shift Handover Management
- Team Leadership, Upskilling & Performance Management (L1 / L2 Engineers)
- Service Review, KPI Governance & Quality Metrics
- Operational Reporting & Dashboards (ServiceNow, Excel)
- Automation & Internal Tool Development (Microsoft 365, Excel)
- Continuous Service Improvement (CSI)
- Network Troubleshooting & Fault Isolation
(IP DIA and BGP, MPLS, SD-WAN, VPLS, Cloud Connect), Wireless service (Cradle point), Core Network MPLS with Junipers, - Very Good Understanding on BGP, MPLS, L2VPN, L3VPN, ACL, NATs, IPSEC, L2TP, STP, VLAN, LACP, Routing Policies, Ethernet, HSRP/VRRP, PPP, VPN(IPSEC)
- Devices / Equipment’s – Cisco (800/900 Series), Juniper (MX, SRX, PTX Series), FortiGate Firewalls and switch, VeloCloud SDWAN, Ciena, Accadian, ADTRAN’s, Cradle points
Certification
• ITIL® 4 Foundation – Knowledge & Practical Application (no formal certification)
Timeline
Manager – Network Operations
GTT
01.2022 - Current
Supervisor (Deputy Shift Manager), Network Operations
GTT
03.2021 - 01.2022
Network Technician (Tier 2 Engineer)
GTT
03.2018 - 03.2021
Technical Support Executive
Hinduja Global Solutions
04.2016 - 02.2018
Bachelor of Computer Applications -
Sikkim Manipal University