Saba Sufia Ali
Bengaluru
Summary
Highly motivated and skilled NOC Support Engineer with over 2 years of experience in managing and maintaining network operations, ensuring seamless functionality and optimal performance. Seeking to leverage technical expertise and problem-solving abilities to contribute to the success of a dynamic organization. .
Overview
3
3
years of professional experience
Work History
NOC Support Engineer
Capgemini Technology Solutions
Bengaluru
01.2023 - Current
- Ticketing Tool: ServiceNow
- NCM Tool: SolarWinds, REDHAT spectrums
- Provided technical support and troubleshooting for network-related issues in a 24/7 NOC environment.
- Acted as the primary point of contact for all network-related issues and incidents, providing timely support and resolution.
- Monitored network performance using various tools and platforms, proactively identifying and addressing potential issues to minimize downtime.
- Coordinating with ISP and following up on getting RCA\RFO to work on preventive actions
- Mute\unmute of alerts, track the UP\Down status of interface and analyse real-time network performance statistics of Routers, Switches, Wireless access points and servers
- Responded to and resolved customer inquiries, ensuring timely resolution of incidents.
- Documented incidents, and troubleshooting procedures, contributing to the knowledge base and enhancing team efficiency.
INCIDENT MANAGER
CGI
03.2022 - Current
- Ticketing Tool: ITSM and Outage Board
- Roles and Duties:
- Acknowledge the incident on OB/ITSM/Ticketing tool/ Email/Chat
- Monitoring all the chats/Emails/OB for any request for IMC and acknowledging
- Hosting incident bridge calls
- Engaging the support teams on the call / emails as and when it is requested
- Responding the emails within 10 min / ack the ITSM and OB within 10 min/Response
- SLA
- Creating the task for the teams
- Follow the escalation process as and when it is needed
- Sending notifications within 30 min from the time we receive incident
NOC SUPPORT ENGINEER
Cognizant Technology Solutions
02.2021 - 03.2022
- Ticketing Tool: ServiceNow
- NCM Tool: SolarWinds
- Cloud based File sharing Tool: BOX
- RSA SecureID Management console
- Monitoring IT infrastructure by SolarWinds that delivers the critical information and monitor network devices, servers, VMs for health and Real-time faults
- Mute\unmute of alerts, track the UP\Down status of interface and analyse real-time network performance statistics of Routers, Switches, Wireless access points and servers
- Performing initial triage and involve concern team for resolution of the tickets
- Coordinating with ISP and following up on getting RCA\RFO to work on preventive actions
- Creation of KB Articles for quick understanding and resolution of the Tickets
- Co-ordinating with other teams and initiating a bridge for high priority issues
- To ensure all tickets are addressed and follow the escalation process through issue
- Completion within SLA
- Aggressively following up with Site Engineers on resolution of ticket and information update the ticket can be effectively closed in a timely fashion
Education
Bachelor of Commerce -
Mount Carmel College
Bengaluru10.2020
Pre University Course -
MAHESH PU COLLEGE
Bengaluru03.2017
SSLC -
The New Cambridge High School
Bengaluru03.2015
Skills
- Network Operations Center (NOC) Support
- Incident Management and Troubleshooting
- Network Monitoring and Analysis
- ITIL Best Practices
- Documentation and Reporting
- Customer Service and User Support
- Team Collaboration and Leadership
Accomplishments
- Received client appreciation for effective and efficient coordination with cross functional teams to resolve a critical issue
- Received appreciation from Server Team for validating login credentials for 500 server
- Received appreciation from Vice President and Directors for updating brief and accurate summary of a critical incident
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
First Language
Hindi
Upper Intermediate
B2
Urdu
Upper Intermediate
B2
Arabic
Beginner
A1
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
NOC Support Engineer
Capgemini Technology Solutions
01.2023 - Current
INCIDENT MANAGER
CGI
03.2022 - Current
NOC SUPPORT ENGINEER
Cognizant Technology Solutions
02.2021 - 03.2022
Bachelor of Commerce -
Mount Carmel College
Pre University Course -
MAHESH PU COLLEGE
SSLC -
The New Cambridge High School
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