Nishita Malhotra
Bangalore
Summary
Dynamic Project Manager with 12+ years of diverse experience in Customer Experience (CX), Service Delivery, Stakeholder Management, and Operations Strategy. Certified PMP, ITIL V4, and Cisco Specialist, known for driving cross-functional collaboration, delivering business-critical programs, and building customer-centric solutions. Expert at navigating complex initiatives, aligning programs with strategic goals, and influencing senior stakeholders across global teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Simple Service Request Lead-APJC (CMS)
Cisco Systems
Bangalore
09.2019 - Current
- Leading multiple cross-functional projects and strategic stretch assignments in a Project Manager capacity for over 6 months.
- Received multiple customer appreciations and recognition from leadership for outstanding contributions.
- Partnered with global CX leaders and stakeholders to plan, track, and deliver strategic outcomes aligned with business KPIs.
- Orchestrated cross-functional collaboration across regional teams to resolve escalations, track SLAs, and ensure on-time delivery.
- Owned program reporting, executive updates, and risk/issue management, ensuring program visibility and stakeholder buy-in.
- Managed escalations and represented the team in QBRs, MSRs, and stakeholder forums.
- Drive process audits, RCA analysis, and improvement plans to close quality gaps.
- Act as the key liaison between customers, Cisco teams, and partners for all Simple SR-related concerns and escalations.
- Collaborate closely with internal stakeholders and customers to track high-priority issues and backlogs, ensuring swift resolution through proper resource allocation.
- Conduct regular auditing of Service Request tickets to assess quality across defined parameters and compile insights into structured weekly reports.
- Collect and evaluate periodic customer feedback to drive continuous improvement across Cisco and partner-delivered services.
- Lead knowledge sharing and continuous learning through TeachBack sessions and team mentoring.
- Leading the Community Warriors team to plan and execute CSR activities at the national level within Cisco.
Service Request Implementation Engineer–Voice
British Telecom
Gurgaon
08.2018 - 09.2019
- Implementation of services request related to Cisco IPT and UCCE.
- Taking care of Major incidents and provide resolutions within the defined SLA.
- Wallboard patches updates and upgrades.
- Perform IOS and software upgrades throughout the network.
- Working on TVAs and performing devices upgrades and updates that are vulnerable.
- Performing Bug scrub to for new device updates with Cisco TAC.
- Migration of phones.
- Handling escalations and working on customer feedback.
- Participating in CAB meetings and getting changes approved.
- Providing training to team members and prepare new joiners for BAU activities.
- Publishing the document for change in process.
- Managing Shift Roster for team.
- Handling weekly CI activities, cheering weekly team meeting within Off Shore and onshore members.
- Implementing IVR scripts for Bank holiday in UCCE environment.
- Maintaining requests SLAs.
- Working on Critical request and implement it in timely manner.
- Coordinating with support teams and joining triage calls for requests assignment.
- Providing support to new joiners and facilitating process trainings.
- Creating and Updating knowledge articles and work instructions.
- Formulation of Weekly and monthly report.
- Implementing IVR scripts for Bank holiday in UCCE environment.
- Maintaining requests SLAs.
- Working on Critical request and implement it in timely manner.
- Coordinating with support teams and joining triage calls for requests assignment.
- Providing support to new joiners and facilitating process trainings.
- Creating and Updating knowledge articles and work instructions.
- Major changes implementation.
- Taking care of escalated issue and working with Cisco TAC for critical issues.
- Participating in CAB meetings and getting changes approved.
- Providing training to team members.
- Publishing the document for changes in process.
Network Engineer Cisco TAC- Video
Aricent Technologies
Gurgaon
12.2015 - 07.2018
- Troubleshooting issues for Cisco VCS, Endpoints, CUCM and Infrastructure Devices.
- Cisco Endpoints – Cisco MX, DX, SX, series.
- Troubleshooting and configuration of VCS Control, VCS Expressway, Call Manager, Telepresence Management Suite, Cisco Telepresence endpoints.
- End to end troubleshooting of the issue and log analysis with all the devices involved on the voice and video environment.
- Video communication server, OS, Hardware and Snapshots, Zones and Authentication, Search Rules and Transforms, Admin Policy, User Policy, Clustering.
- Extensive log analysis for video quality related issue i.e. packet loss, jitter or poor audio/video issues.
- Integration of VCS and CUCM and enabling video calls between endpoints registered on them.
- Troubleshooting/Collecting logs and packet captures the Cisco voice and video devices involved in the call flow including Call Manager.
- Registering Video endpoints on CUCM and troubleshooting registration and Call issues.
- Managing the devices in TMS and scheduling Meetings and troubleshooting related issues.
- Troubleshooting software and hardware issues related to the endpoints and VCS.
- Mentoring the new team members.
- Inspecting the work done and discussing about the status of the task on various forums to clarify the queries regarding the task.
- Composing and sharing user guides and tech notes and to end user as per requirements.
- Taking ownership of end to end troubleshooting by liaising with network team and vendors etc.
- Assist customers with RMA in‑case of hardware diagnosed faulty.
- Assist customers with configuration of endpoints and infrastructure components.
Voice L2 Engineer
HCL Technologies
Noida
08.2013 - 11.2015
- Supporting and monitoring Cisco IP telephony devices and users.
- Troubleshooting VoIP related issues like voice quality, media resources, call routing etc.
- Analyse and report any failures to the escalation team and work with them for resolving the issue.
- Working closely with Cisco TAC to resolve complex issues & unknown bugs on CUCM, Unity, Gateways & other IPT devices.
- Preparation of Daily/weekly/monthly Service Review Report contains collective information about the tickets and the issues going on/resolved in the environment.
- Call routing using CUCM options like Partition, CSS, Translation Pattern, Transformation mask and Route Pattern.
- Troubleshooting Cisco Network /VOIP Infrastructure based on Cisco Call Manager and gateways.
- Registration of Phones and devices, Phone Firmware upgrade and CUCM integration with application.
- Troubleshooting Call Manager DRS backup and restore issues.
- Troubleshooting Core dump, System Crash /Failure issues –CPU, High Memory, IO‑Wait issues to provide root cause analysis of CUCM health issues.
- CUCM Features (Ex: Barge, BLF, Call Park, Extension Mobility, Corporate directory, Etc).
- Registration of Phones and devices, Phone Firmware upgrade, dial per configuration, Voice mail.
- Monitoring tools like RTMT.
- Working on phone de‑registration issues, Backup failure issues, T1 /E1 PRI Down issues and GRP node issues.
- Coordination with TAC for RMA and technical assistance.
Education
PGDIS - Information Security
IGNOU
Delhi08.2019
B. Tech. - Electronics & Communication
KIIT College of Engineering
Gurgaon07.2013
CBSE 12th -
Delhi Public School
Gurgaon06.2009
CBSE 10th -
Delhi Public School
Gurgaon06.2007
Skills
- Program/Project Management (PMP-aligned)
- CX & Customer Delivery Strategy
- Cross-functional Team Leadership
- Stakeholder Engagement & Executive Reporting
- Conflict Resolution & Risk Mitigation
- Data Analytics & Metric-based Planning
- SLA, RCA, Process Optimization
- ServiceNow, Jira, MS Project, Excel
Websites
Certification
- PMP-Project Management Professional Certification
- Cisco CCNP Collaboration Core-Certified Specialist
- Cisco Certified DevNet Associate
- ITIL Foundation Level
- Cisco Customer Success Manager
Hobbies and Interests
- Travelling
- Playing badminton
- Working for the welfare and rights of street Animals
Personal Information
- Date of Birth: 07/05/91
- Nationality: Indian
Timeline
Simple Service Request Lead-APJC (CMS)
Cisco Systems
09.2019 - Current
Service Request Implementation Engineer–Voice
British Telecom
08.2018 - 09.2019
Network Engineer Cisco TAC- Video
Aricent Technologies
12.2015 - 07.2018
Voice L2 Engineer
HCL Technologies
08.2013 - 11.2015
PGDIS - Information Security
IGNOU
B. Tech. - Electronics & Communication
KIIT College of Engineering
CBSE 12th -
Delhi Public School
CBSE 10th -
Delhi Public School
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