Nadeem Alam
NOC Manager
BANGALORE
Summary
Expertise in implementing and managing network Operation, Resourceful NOC Manager with 10+ years of experience in the IT industry. Adept at optimizing network performance and ensuring high-level customer satisfaction.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
NOC Manager
Wipro Technologies
08.2021 - Current
- Lead a team of 10 members to monitor & troubleshoot network devices for over 800 locations across the global
- Run 24x7 operations, 365 days
- Provide daily leadership and guidance for the NOC team members
- Co-ordinate with other branches of the global IT services department to ensure smooth functioning & minimum downtime of services.
- Oversee the stability of the global services infrastructure and ensure that SLA’s are being met or exceeded.
- Work to manage escalations and operational services requests/inquiries.
- Work with Security and Compliance to ensure all regulatory and compliance requirements are being achieved.
- Maintain, Define, and Create team KPI’s and ensure team KPI’s are being met or exceeded.
- Work as a member of the Continuous Improvement Committee working with the higher management to implement service improvements.
- Manage and balance multiple operational incidents at the same time
- Define and refine Standard Operating Procedures used by the NOC Administration team. Manage the daily activities and oversee the service delivery performance of service providers.
- Participate in Tech/Management bridge calls to provide updates to the stakeholders
- Generate monthly metrics reports & prepare plan of action accordingly. • Coach team members to develop their professional & personal skills to enable them to progress in their careers.
- Perform RCA on all network related high priority tickets & report findings to all stakeholders.
- Audit tickets on a continual basis to ensure the quality of documentation is maintained.
- Monitor network related Change Requests submitted in Service Now to ensure they are updated on time.
Senior Network Engineer
Trane Technologies
02.2020 - 07.2021
- Configure, test and troubleshoot various networking devices before deployment, including switches, Routers.
- Analysis, Designing and implementation of LAN and WAN Connectivity.
- Tier 1 Monitoring and Coordinating with clients when uplinks down or latency issues or device down and other Network Alerts and timely updation of Restoration.
- Monitoring online network nodes using Monitoring Tools (SOLARWINDS, PRTG)
- Monitor system performance, capacity utilization and Link Chocking for the enterprise network.
- Recording the Core, Access level & change request Incidents management.
- Doing Firmware Upgradation for All Access Level Switches.
- Backing of configurations of the Network Nodes using TFTP
- Providing in time solution to the customer problems/complaints/requests raised through internal/ external Sources based on NMS Web based Platform in coordination with various team's per SLA.
Network- NOC
Ingersoll Rand
06.2014 - 01.2020
- Working as part of Global Technical Operations - NOC team and operating in a fast paced,Changing and challenging 24x7 environment.
- Troubleshooting complex Enterprise Networks.
- Troubleshooting Cisco routers, switches...
- Coordinate with leading telecom giants like AT&T, Qwest (Century-Link), Verizon, Coved and Hughes Network Systems for the resolution of issues.
- Work on Auto generated and Customer generated Tickets..
- Managing the installation, configuration of networking devices.
- Monitoring and managing routing protocols like BGP, EIGRP, and OSPF.
- Remotely access Customers Router and Switches and perform troubleshooting
- Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post-closing incident/root cause analysis.
- Troubleshooting, monitoring for stability and testing the T1 and DSL circuit and managing them.
- Troubleshooting & resolving managed LAN and WAN issues., Coordinate problem solving efforts between Customers, NOC personnel, 3rd party vows, partners and field engineers to troubleshoot and resolve the issue, and ensure that the repair procedures are followed and updates are provided to Customer with status of the field repairs.
- Work with field techs for Switch and Router Replacement and provide configuration support of Customer devices when necessary and follow the documented change control procedures.
- Evaluate product diagnostics reports, error reports, and logs to isolate network and/or equipment issues
- Utilize the Solar Wind tools to capture data flow, analyze and identify network issues
- Creation of Master Trouble Tickets, and Troubleshooting during major outages. Analyzes,
- Technical troubleshooting on voice ISDN PRI circuit
Technical Support Executive
TBSS
12.2012 - 03.2014
- Perform Various troubleshooting while having technical issue in Tata sky DTH
- Performing pairing of digicard and digicom.
- Creating of New account for customer.
- Refresh of account from tool if it not worked after recharge.
Education
B.Tech - Information Technology
Dr. Ambedkar Institute of Technology
Bengaluru, India 04.2001 -
Skills
Service Level Management
Network Troubleshooting
Team Management
Customer Support
Network Security
Certification
ITIL V4
Timeline
NSE4
08-2023
NOC Manager
Wipro Technologies
08.2021 - Current
ITIL V4
06-2021
Senior Network Engineer
Trane Technologies
02.2020 - 07.2021
CCNA
03-2016
Network- NOC
Ingersoll Rand
06.2014 - 01.2020
Technical Support Executive
TBSS
12.2012 - 03.2014
B.Tech - Information Technology
Dr. Ambedkar Institute of Technology
04.2001 -