MITHUN P S
Associate Lead - Product Support
Bengaluru
Summary
Results-driven Associate Lead - Product and Technical Support Engineer with over 12 years of experience in deploying, integrating, and troubleshooting Avaya voice infrastructure and custom applications.
Expertise in Avaya core components, cloud solutions, and emerging technologies, with a proven track record of delivering complex projects for global clients such as PDO Oman, Dimension Data APAC, Mphasis, Flipkart, Wipro, Infosys, Lowes, and etc.
Skilled in root cause analysis, firmware upgrades, and system maintenance, with hands-on experience in CentOS/RHEL, Docker, Kubernetes, and AWS Connect which are required for Avaya environment.
Currently pursuing Linux and AWS certifications to specialize in cloud-based solutions like Avaya Experience (AXP) and AWS Connect and AWS services. Adept at leading cross-functional teams and ensuring SLA compliance in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Associate Lead - Product Support
Betsol Private Limited
Belagavi, Karnataka
04.2025 - Current
- Deploy and integrate Avaya Custom Applications, including CRM Middleware, Secure Call, Social Media Contact Center (SMCC), CX-History custom widget, Google Contact Center AI Bridge (CCAI), Google Contact Center Digital Virtual Agent Connect (DVAC), and Custom Snap-in with Avaya core products.
- Troubleshoot and resolve issues in Avaya Custom Applications, ensuring seamless functionality for clients.
- Collaborate with Avaya Emerging Products & Technology (EP&T) team to deliver high-impact projects.
- Administer and support AXP Cloud (Avaya Experience) and AXP Hybrid solutions, enhancing client communication ecosystems.
- Utilize CentOS/RHEL, Docker, Kubernetes, and Elastic Search for application deployment and integration.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
Associate Lead – Product Support
Betsol Software India Private Limited
Bengaluru, Karnataka
03.2021 - 03.2025
- Led deployment and integration of Avaya Custom Applications, ensuring compatibility with core Avaya products.
- Provided expert troubleshooting for complex application issues, minimizing downtime for clients.
- Led projects with Avaya EP&T team, delivering innovative solutions like CRM Middleware, Google CCAI, Secure Call, DVAC, etc.
- Administered AXP Cloud and Hybrid solutions, optimizing performance for enterprise clients.
- Applied basic knowledge of CentOS/RHEL, Docker, Kubernetes, and Elastic Search to support project goals.
- Deployed and integrated advanced Avaya Custom Applications, including CRM Middleware, Secure Call, and SMCC digital integration.
- Troubleshot application issues, ensuring high availability and performance for clients.
- Leveraged CentOS/RHEL, Docker, Kubernetes, and Elastic Search for efficient application deployment.
- Deployed and integrated Avaya Custom Applications, enabling seamless CRM and social media connectivity.
- Collaborated with Avaya EP&T team to execute projects involving Secure Call and SMCC solutions.
- Provided troubleshooting and integration support for Avaya core components, ensuring client satisfaction.
NOC Analyst – 3
Sykes Enterprises India Private Limited (Now Found
Bengaluru, Karnataka
04.2019 - 03.2021
- Resolved Avaya voice infrastructure incident tickets within SLA timelines using Ticket IT and ComITTS platforms.
- Supported products like Avaya Communication Manager (CM), Avaya System Manager (SMGR), Avaya System Platform (ASP), Avaya Session Manager (SM), Avaya Session Border Controller for Enterprise (SBCE), Avaya Application Enablement (AES), Avaya Call Management System (CMS), Avaya Media Server (AMS), G450 media-gateway, G650 TDM gateway, and more Avaya core components.
- Developed automation scripts in Python to configure Avaya media gateways and Cisco switches, improving operational efficiency.
- Completed basic training in AWS Connect and Python, enhancing technical skill set.
- Provided root cause analysis (RCA) and preventive maintenance for Avaya voice infrastructure.
Senior Engineer – Service Delivery
AGC Networks Limited (Now Black Box Limited)
Bengaluru, Karnataka
08.2017 - 04.2019
- Implemented Avaya voice infrastructure including all core components as per design specifications, ensuring timely project completion.
- Conducted firmware and patch upgrades as recommended by Avaya, maintaining system reliability.
- Delivered root cause analysis (RCA) for incidents and performed infrastructure performance checks.
- Deployed multiple Avaya Aura Session Border Controllers for Enterprise, enhancing client security.
- Gained expertise in Avaya Diagnostics Services, Avaya Policy Server, Avaya Breeze Platform, and Cisco Unified Communication Manager (CUCM).
- Improved project efficiency by streamlining engineering processes and implementing innovative solutions.
- Reduced production downtime by developing maintenance plans and preventive measures.
- Performed implementation and maintenance like firmware upgrades, patch installations, and preventive maintenance for clients like Flipkart, Infosys, Wipro, Honeywell, Lowes and etc.
Senior Engineer – Technical Support
VIS Networks Private Limited
Bengaluru, Karnataka
11.2012 - 06.2017
- Led implementation of Avaya voice infrastructure, completing cut-over/go-live within committed timelines.
- Successfully executed an upgrade project for PDO Oman, managing 14 ESS servers.
- Configured port-networks, ESS, LSP, SLS, IP trunks, SIP trunks, and PRI trunks for optimal performance.
- Provided RCA for incidents and supported Dimension Data APAC customers with Avaya voice infrastructure.
- Upgraded firmware and patches periodically, ensuring compliance with OEM recommendations.
- Analyzed and resolved customer incidents on Avaya voice infrastructure, ensuring high service quality.
- Performed firmware upgrades, patch installations, and preventive maintenance for clients like Quest Global Aequs, Honeywell, Mphasis, and etc.
- Conducted root cause analysis to identify and resolve recurring issues.
- Served as a resident engineer, delivering on-site technical support for key clients.
Education
Bachelor of Computer Applications (Part Time) -
Dr. C.V. Raman University
Bilaspur, Chhattisgarh, India 01.2012 -
Diploma - Computer Science & Engineering
K.S. Polytechnic
Bengaluru, Karnataka, India 04.2001 -
Secondary School Leaving Certificate (SSLC) -
Jnana Mithra High School
Bengaluru, Karnataka, India 04.2001 -
Skills
- Avaya Technologies: Avaya Communication Manager, System Manager, Session Manager, System Platform, Aura Session Border Controller, Gateways (G650, G700, G430, G450), AES, CMS, AACC, AAC, IP Office, Diagnostics Services, Policy Server, Breeze Platform, AXP Cloud, AXP Hybrid
- Other Technologies limited knowledge: Cisco Unified Communication Manager (CUCM), CentOS/RHEL, Docker, Kubernetes, Elastic Search, AWS Connect
- Programming: Basic Python (Automation scripts for Avaya and Cisco configurations)
- Networking: IP trunks, SIP trunks, PRI trunks, port-networks, ESS, LSP, SLS
- Project Management: Root Cause Analysis (RCA), SLA compliance, project cut-over/go-live
- Teamwork and collaboration
- Team management
Certifications & Training
- In Progress: Linux training and planning to prepare for certification once training is done.
- In Progress: AWS training and planning to prepare for certification (Focus on AWS Connect and cloud solutions).
- Basic Training: AWS Connect online completed.
- Basic Training: Python training completed (Developed automation scripts for Avaya media gateways and Cisco switches).
Professional Affiliations
- Collaborated with Avaya Emerging Products & Technology (EP&T) team on innovative solutions.
- Supported global clients, including Dimension Data APAC, PDO Oman, Quest Global Aequs, Honeywell, Flipkart, Infosys, Wipro, Lowes, Mphasis, and etc.
Key Achievements
- Successfully completed a major upgrade project for PDO Oman, managing 14 ESS servers.
- Deployed multiple Avaya Aura Session Border Controllers for enterprise clients, enhancing security.
- Developed Python automation scripts to streamline Avaya media gateway and Cisco switch configurations.
- Delivered complex Avaya Custom Application projects, including Avaya CRM Middleware, Google CCAI, DVAC, Secure Call, and etc integrations.
- Consistently met SLA requirements for incident resolution, ensuring high customer satisfaction.
Timeline
Associate Lead - Product Support
Betsol Private Limited
04.2025 - Current
Associate Lead – Product Support
Betsol Software India Private Limited
03.2021 - 03.2025
NOC Analyst – 3
Sykes Enterprises India Private Limited (Now Found
04.2019 - 03.2021
Senior Engineer – Service Delivery
AGC Networks Limited (Now Black Box Limited)
08.2017 - 04.2019
Senior Engineer – Technical Support
VIS Networks Private Limited
11.2012 - 06.2017
Bachelor of Computer Applications (Part Time) -
Dr. C.V. Raman University
01.2012 -
Diploma - Computer Science & Engineering
K.S. Polytechnic
04.2001 -
Secondary School Leaving Certificate (SSLC) -
Jnana Mithra High School
04.2001 -
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