Kshitiz Makkar

• Working as a problem manager for the global customer Nestlé, performing proactive and reactive problem management.
• Promoting high customer satisfaction by resolving problems with knowledgeable, friendly service.
• Working closely with technical teams, technical designers, and customer success teams to drive service improvements.
• Monitoring overall functioning of Incident/Problem Management process, identifying improvement areas & implementing adequate measures.
• Providing detailed RCA to customers on complex issues (P1/P2) and driving PTASK (Actions) to ensure permanent fixes and prevent issue re-occurrence.
• Creating and presenting problem management presentations, including trend analyses and progress updates to customers.
• Provide technical support for the resolution of repeated/Chronic problems.
• Ensuring complete ownership while managing the Problem Records (Proactive and Reactive) until resolution.
• Analyse weekly and monthly trends of incidents, focusing on reducing the impacted areas.
• Interact with vendors, as well as engineering teams, in problem management activities.
• Handling escalations from customers, and taking corrective or preventive actions.
• Monitor and track service levels at risk, and coordinate appropriate preventive and corrective actions in association with the service level manager.
• Motivating the team to learn new technologies, and providing training according to their interests.
• Created and maintained process flow diagrams and documentation of procedures to support teams.

Problem Manager:

• Monitoring overall functioning of Incident/Problem Management process, identifying improvement areas & implementing adequate measures.
• Provide technical support for the resolution of repeated/Chronic problems.
• Ensuring the complete ownership while managing the Problem Records (Proactive and Reactive) until resolution.
• Analyze Weekly/Monthly Trend of Incidents and focus on to reduce impacted area.
• Interact with Vendors as well as engineering teams in problem management activities.
• Handling Escalations from customer and take corrective/preventive actions.
• Monitor and track service levels at risk and coordinate appropriate preventive & corrective actions in association with the service level manager.
• Motivating team to learn new technologies and provide the trainings according to their interest.
• Created and maintained process flow diagrams and documentation of procedures to support teams.

Previous Assignments OBS: Senior Integrated Operations Engineer

• Accountable for critical and strategic account of British American Tobacco, ST Microelectronics and South32 through a service desk with a strength of over 20+ team members, to ensure the incidents are resolved in an effective manner with adherence to incident excellence guidelines.
• Managing L1, L2 network & Security issues between different customer premises to backbone of South32).
• Responsible for troubleshooting customer network consists of Cisco routers, Switches, Riverbeds, Zscaler Proxy, Firewall ,SSL VPN box and Cisco Meraki .
• Perform changes like SSL URL bypass in the Zscaler Admin UI during T-shoot via emergency CR.
• Maintaining PAC and GRE configuration with Zscaler, New location addition provisioning.
• Providing the Web Insights logs as per the customer demand.
• Performing Health Monitoring on the Zen Nodes and send advisory to customers on Zscaler DC Outages.
• Maintaining PAC and GRE configuration with Zscaler, New location addition provisioning.
• Managing and directing the Field engineers, Internal Teams, Vendors (Microsoft & Zscaler) and
• Global Telecom Service providers to adequately test and resolve the faults within the SLA guidelines.
• Proactive monitoring by Orchestra, Sesam, Gini, Control nets,solar winds,Centreon and Thousand eyes.
• Managing the WAN connectivity of globally located sites connected with Orange MPLS
• Network and responsible for troubleshooting PE to CE connectivity.
• Proactively interacting with multiple teams for resolving the customer network issues &
• Always ensured that SLA are met, and escalations are timely followed, and actions are taken.
• Manage the Request/Incident life cycle, including closure, verification, and customer communication.
• Working according to ITIL standards, following all the incident/change/problem management strategies.
• Documenting all troubleshooting and case management actions via the electronic case management system(Clarify, Service Now,Oceane and Cherwell).
• Follow up with Zscaler TAC and Cisco Meraki TAC team.
• Assist, when necessary, in detecting possible problems and assigning them to the appropriate
• problem management entity/team for them to raise problem records, provide workarounds.
• Participate in customer service review meetings regularly with customer BAT and South32 collocated in Company Premises and ensure necessary actions are taken by the team to maintain the CSAT levels.

• Providing technical assistance to enterprise customers on Leased lines, Internet, ISDN, VPN, etc.
• Proactive monitoring of all the backbones and NNI’s running in ISP cloud to avoid major network outages.
• Troubleshooting all kind of network related issues of IPVPN & MPLS clients and routing protocols like OSPF running in ISP cloud and also first level troubleshooting with the client.
• Analyzing the connectivity issues of all customers by determining the Last Mile connectivity issue and also rectifying cloud outages and ensure prompt rectification for the same.
• Identify Backbone choking issues and coordination with the network operations team for rectification of the same.
• Coordination with different BSO’s (TATA, Bharti, Sify, Reliance, Railtel, BSNL, etc.) that are providing the services in our cloud. (In case of outage).
• Basic Cisco router configuration like changes done at client end router (manually shifting traffic from primary to backup path and vice-versa).
• Working on Wireless links running on our cloud.
• Continuous internal coordination with the NOC department, backend teams and Local POP engineers to give the best and prompt response to the customer.
• Timely update to the customers along with RCA to ensure the best services.