PRIYANKA VERMA

• Led technical support and troubleshooting for Mantaray-SON and AC solutions, managing a team of 5-6 engineers, overseeing operations, task delegation, and performance reviews.
• Serving as the primary interface between Nokia customers and technical support teams, ensuring high-quality service and issue resolution.
• Diagnosing, reproducing, and resolving complex software/hardware issues both remotely and on-site.
• Managing SLA compliance, optimizing network performance, and enhancing customer satisfaction.
• Independently resolves customer issues, conducts root cause analysis, and ensures SLA compliance in incident and change management.
• Expert in SON, AC and OSS solutions, optimizing network performance with Nokia, Ericsson, and Huawei systems.
• Proficient in system admisitration,Linux/Unix, TCP/IP networking, 3GPP protocols, and VMware virtualization.
• Led Europe-based customers (Orange Group) and EMEA clients, ensuring high customer satisfaction and strategic issue resolution.
• Expert in cross-verifying HLD/LLD data, system validation, and post-installation support for multi-customer environments.
• Managed customer escalations, progress updates, and direct client interactions while collaborating with R&D to resolve bugs and drive improvements.
• Expert in hotfixes/patch installation and process automation.
• Available for 24/7 support, on-call duties, and crisis management to ensure seamless operations.
• Creates Knowledge Base articles, manages documentation, and conducts technical training sessions.

Project: (Romania & DTAC-Thailand Project)

• Automated alarm generation and email notifications for the Back Office Team.
• Created rule documentation and managed JIRA & Change Requests (CR) processes.
• Conducted User Acceptance Testing (UAT) on production systems and resolved post-production issues.
• Developed MATE (MSDP Automated Troubleshooting Engine) rules using flowcharts across various stages.
• Worked with tools such as Rule Editor, Event Simulator, Web GUI, Module Control, Instance Control, Putty, JIRA, and CR.
• Designed, executed, and analyzed test results to identify defects and ensure quality assurance.
• Contributed to requirement analysis and assisted in developing test plans.
• Deployed and optimized rule implementations in customer instances.
• Debugged rules and managed JIRA & CR closure processes.

• Managed OSS-RC, NetAct, ENM, and other platforms for multiple customers
• Performed root cause analysis and SLA-driven issue resolution
• Led solution analysis and pre-project activities for ENM and TMA in CNAAS.
• Planned and executed hardware installation and configuration, coordinating with vendors.
  Performed root cause analysis and resolved issues during upgrades and migrations.
• Administered and troubleshot Ericsson OSS-RC, NetAct, Huawei OSS, ENM, and TMA, ensuring seamless performance, fault, and configuration management for daily operations."
• Conducted database analysis, system health checks, backups, and server performance monitoring.
• Managed Windows Server administration, Business Objects, and MSC (APG40, APG43).
• Strong expertise in 2G, 3G, LTE fault and performance management, including SMIA audits, MP operations, and alarm log analysis.
• Developed alarm automation rules in FMX for proactive issue resolution.
• Hands-on experience with Solaris Unix/Linux OS, networking (ping, telnet, TCP/IP), and file system management.
• Ensured SLA compliance, risk assessment, and customer satisfaction across multiple projects.
• Collaborated with the PM team to prevent data loss and enhance operational efficiency.
• Experienced in alarm management, fault management, performance management, and configuration management, handling daily operational issues for OSS-RC, NetAct, and ENM."

Nokia Project

• Provided OSS administration, configuration, and support, focusing on system stability and optimization
• Assisted in network troubleshooting and performance monitoring
• Experienced in alarm, fault, performance, and configuration management, ensuring seamless daily operations for OSS-RC, NetAct, and ENM.

• Worked on core network operations, maintenance, and troubleshooting
• Provided technical support for critical network issues, ensuring service reliability