Hi, I’m
Pankaj Raina
Lead/Escalation Engineer (HTTS)
Bengaluru
Summary
Dynamic and results-oriented professional with over 10 years of experience in enterprise networking, technical escalations, and customer engagement, poised to transition into a leadership-focused role. Demonstrated expertise in leading cross-functional teams, managing high-severity incidents, and implementing process improvements that significantly enhance operational efficiency and customer satisfaction. Skilled in stakeholder management and mentoring teams while aligning technical solutions with overarching business objectives. Recognized for strong ownership, strategic problem-solving abilities, and the capacity to build collaborative relationships that foster both technical excellence and team development.
Overview
12
years of professional experience
6
Certifications
1
Language
Work History
Cisco Systems, Inc.
Team Lead,Escalation – (HTTS)
04.2022 - Current
Job overview
- Lead critical escalations.
- Biweekly connects with Business Units (BU) and engineering teams.
- Mentor and coach team members (Mentored 6 interns during the AMP program and coached 10 engineers from the Hardware team, enhancing technical proficiency and cross-team collaboration).
- Ensure process compliance and training adherence across the team - (achieving 100% completion of mandatory training within deadlines).
- Manage staffing rosters and schedule resources - (40+ engineers, ensuring optimal staffing, workload balance, and operational efficiency).
- Host weekly knowledge sharing team sessions.
- Stakeholder meetings with incident managers, internal teams, and High Touch Engineers (HTEs) to align on priorities and case progress - (quarterly sync-up meetings with HTEs from the MBS team to align on priorities).
Cisco Systems, Inc.
TCE -Escalation Engineer
06.2019 - 03.2022
Job overview
- Acted as a critical escalation point for high-impact and unresolved network issues involving Cisco switching platforms.
- Biweekly BU sync-up calls to review and drive resolution for 100+ day-old cases, ensuring timely progress and stakeholder alignment.
Cisco System
Technical Consulting Engineer
04.2017 - 06.2019
Job overview
- TCE LANSW Enterprise.
Collabera Technologies Pvt. Ltd.
Network Engineer
10.2015 - 03.2017
IT Support Desk Limited (ROMMON Technologies)
Technical Trainer
05.2013
Education
Guru Jambheshwar University of Science & Technology.Haryana, India
Bachelor of Science from Computer Science
04.2001
Skills
Technical Support & Consultancy
undefinedCertification
AMP-4.0
Awards
- Recipient of the Radical Ownership Award – FY'25, for exemplary accountability and end-to-end ownership in resolving critical issues.
- TAC Stellar Awards – Q1 FY24.
- Toastmaster Best Table Topic Speaker - May 2023.
- Recognition by Expert care team - escalation for SGH - 2023 July.
- Partner training - Mar 2023.,
- Team Coaching and Ramp up - Jan 2022.
- Contribution on escalation handling - Oct 2021.
Additional Information
Delivered technical sessions as a speaker in TAC Talk Horizon (TTH), sharing expertise and best practices to enhance team knowledge and skills.
- Quantum Key Distribution (QKD) - FY25.
- Cloud Monitoring & Managed Cat Sw with High Availability (ESI mLAG) - FY'24.
KEY RESULT AREAS
- Enabled & equipped team members with the necessary training & capabilities to troubleshoot technical issues.
- Technical Interview and technical ramp up program for new hires.
- Effectively and productively Escalation handling.
- Facilitating weekly technical/knowledge sharing session.
Disclaimer
Data:- May, 29th 2024. Pankaj Raina
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 10 staff members.
- Documented and resolved 10+CAP cases which led to Improve Team CXSAT.
- Collaborated with team of 8 in the development of Build High Touch Team for Catalyst Center (SDAccess).
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Company CultureCareer advancementStock Options / Equity / Profit SharingTeam Building / Company RetreatsPaid time offWork-life balanceLanguages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Technical Support & Consultancy.
Timeline
Team Lead,Escalation – (HTTS)
Cisco Systems, Inc.
04.2022 - Current
TCE -Escalation Engineer
Cisco Systems, Inc.
06.2019 - 03.2022
Technical Consulting Engineer
Cisco System
04.2017 - 06.2019
Network Engineer
Collabera Technologies Pvt. Ltd.
10.2015 - 03.2017
Technical Trainer
IT Support Desk Limited (ROMMON Technologies)
05.2013
Guru Jambheshwar University of Science & Technology.
Bachelor of Science from Computer Science
04.2001
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