NANDKISHOR H DEVLEKAR
Thane
Summary
Seasoned Principal Technical Support Engineer with a proven track record at Avaya India Pvt Ltd, excelling in logs analysis and enhancing interpersonal communication. Spearheaded critical support for global clients, achieving significant reductions in system downtime. Expert in cloud computing and technical documentation, recognized for exceptional service delivery and problem resolution.
Completed AWS Solution Architect Training in January 2025 and currently pursuing AWS certification. Proficient in cloud computing, automation, and DevOps practices. Passionate about implementing best practices for cloud security, cost optimization, and performance efficiency.
AWS Technology
- Cloud Computing: AWS EC2, S3, RDS, VPC, Lambda, IAM, CloudFormation, AWS Fargate, AWS Auto Scaling
- DevOps & Automation: Terraform, AWS CloudFormation
- Networking: Load Balancers (ALB/NLB), Route 53, VPN, Security Groups, AWS Transit Gateway
- Security & Compliance: IAM Policies, AWS Shield, AWS WAF, AWS KMS, AWS Security Hub
- Monitoring & Logging: CloudWatch, CloudTrail, AWS Config, AWS X-Ray
- Scripting & Automation: Python, Bash, AWS CLI, PowerShell
- Databases: AWS RDS (MySQL, PostgreSQL), DynamoDB, Amazon Aurora, ElastiCache
- Version Control & Collaboration: Git, GitHub, GitLab, Bitbucket
Overview
18
18
years of professional experience
1
1
Certification
Work History
Principal Technical Support Engineer
Avaya India Pvt Ltd
01.2018 - 12.2024
- As part of the Backbone Team provided remote & onsite support for AACC products for Bharti Airtel
- Worked as Team Lead for Verint & WFO products
- Managed the Airtel recording related escalations for 24x7
- Provided support for ACR & Verint for Airtel India, Africa & Bangladesh
- Supporting Global & Cloud Customers for Avaya Managed Accounts for Oceana, ACCCM, AIC & AXP
- Analysis of logs & provide the RCA for outages & critical issues
Sr. Avaya Support Engineer
DXC Technology
Pune
12.2017 - 12.2018
- Company Overview: Contract through DXC Technology
- As part of the Backbone Team providing remote & onsite support for AACC products for Bharti Airtel
- As a part of the Backbone Team providing remote & onsite support for AIC for the Reliance Telecom Project
- Providing support for ACR & Verint for Airtel India, Africa & Bangladesh
- Contract through DXC Technology
- Created knowledge base documents for frequently asked questions.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
- Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
- Participated in regular meetings with management regarding project status updates.
- Monitored system performance to ensure optimal functioning of services.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
Sr. Avaya Support Engineer for Avaya
Magna Infotech
Mumbai
04.2015 - 12.2017
- Company Overview: Contract through Magna Infotech
- As part of Backbone Team providing remote & onsite support for AACC product for Bharti Airtel
- As a part of Backbone Team providing remote & onsite support for AIC for Reliance Telecom Project
- Participated in regular meetings with management regarding project status updates.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
- Trained end-users on new technologies and systems to enhance their understanding and efficiency.
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Oversaw daily performance of computer systems.
- Analyzed system logs and performance metrics to proactively identify and mitigate potential issues.
- Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
- Completed day-to-day duties accurately and efficiently.
- Updated and maintained databases with current information.
Sr. Technical Support Engineer (SMA-II)
Avaya India Pvt. Ltd
Gurgaon
12.2009 - 04.2015
- Joined erstwhile Nortel and was became an employee of Avaya through acquisition
- As part of the Avaya L3 Remote Support Team, I provide the L3 support on Avaya Aura Contact Center (AACC) and Avaya Interaction Center to customers in EMEA and APAC
- Worked on Bharti Airtel support team for 6 yrs and as dedicated technical SPoC for 2 yrs
- Interfaced with end customer, internal Product House and Sales teams for service delivery and problem resolution
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Identified areas where automation could be used to improve efficiency of operations and proposed solutions accordingly.
- Monitored system performance metrics to proactively address potential issues.
- Analyzed system logs for errors or anomalies that could indicate potential problems or security breaches.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
- Created detailed technical documentation for existing systems and processes.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Worked closely with other teams such as IT Operations and Infrastructure Services or Development Teams on cross-functional initiatives.
- Monitored performance of servers, networks, and applications to ensure optimal uptime and availability of services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
GNTS Engineer
Nortel Networks Pvt. Ltd.
01.2009 - 12.2009
- As part of Global Network Tech Support team (GNTS), provided support on Nortel Contact Center product
- SPoC for L3 escalation and escalation management
- Problem and trend analysis for corrective actions
- Design review and solution implementation
Orange Business Services - Equant Technology
08.2008 - 01.2009
- Provided remote support for Nortel SCCS and Nortel Contact Center
- Manage Avaya and Cisco PBX configurations
- Escalation management with end customer (HP)
Cybernet - Slash Support Pvt. Ltd
04.2007 - 07.2008
- Supporting Nortel CCT, SCCS and CCMS & CCMA
GTL Limited
08.2006 - 04.2007
- Company Overview: On contract through Trimax Computers Ltd
- Supporting Nortel Servers and PBX for Standard Chartered Bank
- On contract through Trimax Computers Ltd
Education
MBA - PGDM-HB
Welingkar Institute of Management
Mumbai06.2019
T.Y.B.Com - Graduation in Commerce
Mumbai University
Mumbai01-2017
Diploma -
System Management
01.2005
Higher Secondary School - Vocational-Technical Education
Maharastra State Board Of Secondary
Mumbai02-2001
Class 10 -
Mumbai Board
01.1998
Skills
- Application Support
- Logs analysis
- Root cause analysis
- Assist with Hardware upgrades
- Application installations
- Technical support
- Interpersonal communication
- Incident management
- ITIL processes
- Virtualization technologies
- Disaster recovery planning
- Technical documentation
- Cloud computing
- System audit and monitoring
Personal Information
- Date of Birth: 02/08/80
- Marital Status: Married
Certification
- Administering AXP Public Cloud Specialized Test
- AXP Public Cloud Design Proficient Test
- ITIL Foundation V4, Training Completed
- AWS Solutions Architect - Associate Level, Training Completed
- Designing Microsoft Azure Infrastructure Solutions, In-progress
International Experience
- Bangladesh, The first Airtel site to be implemented on CM - AACC solution. Instrumental in supporting the go-live for Airtel Bangladesh AACC cutover.
- Thailand, Resolved an executive escalation with a major hospitality company (Agoda). Was the Avaya L3 support representative on-site. Interfaced with customer, Product House for issue resolution.
Honors And Awards
- Best Performance in a Supporting Role Award (2012)
- Voice of the Client (2 times): Direct customer commendation for services delivered
- Client Choice Award (3 times): Direct customer commendation for services delivered through Avaya Service Portal
Timeline
Principal Technical Support Engineer
Avaya India Pvt Ltd
01.2018 - 12.2024
Sr. Avaya Support Engineer
DXC Technology
12.2017 - 12.2018
Sr. Avaya Support Engineer for Avaya
Magna Infotech
04.2015 - 12.2017
Sr. Technical Support Engineer (SMA-II)
Avaya India Pvt. Ltd
12.2009 - 04.2015
GNTS Engineer
Nortel Networks Pvt. Ltd.
01.2009 - 12.2009
Orange Business Services - Equant Technology
08.2008 - 01.2009
Cybernet - Slash Support Pvt. Ltd
04.2007 - 07.2008
GTL Limited
08.2006 - 04.2007
MBA - PGDM-HB
Welingkar Institute of Management
T.Y.B.Com - Graduation in Commerce
Mumbai University
Diploma -
System Management
Higher Secondary School - Vocational-Technical Education
Maharastra State Board Of Secondary
Class 10 -
Mumbai Board
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