Sahil Sharma

Tech Mahindra, Banglore

Network Engineer (Transport & RAN Operations) | 04/04/2024 – Present

(Project: Dish Wireless, USA)

• Manages end-to-end incident resolution across both the Transport network and the cloud-native 5G Radio Access Network (RAN), ensuring high availability and rapid service restoration.
• Leads troubleshooting for transport layer issues by coordinating directly with major telecom vendors, including AT&T, Zayo, and Verizon, to resolve circuit-level outages.
• Leverages Grafana and USM to proactively monitor network performance, analyzing both physical circuit health and RAN KPIs (CU/DU) on the AWS platform.
• Utilizes ServiceNow as the central platform to create, track, and manage all network incidents, ensuring strict adherence to SLAs across both domains.
• Collaborates with cross-functional teams to identify performance degradation trends across the entire network path, from the physical transport layer to the 5G services.
• Holds the AWS Certified Cloud Practitioner certification, applying cloud expertise to the management of the virtualized 5G RAN infrastructure.

• Performed network surveillance, first-level troubleshooting, and incident management across MBNL’s multi-technology network (2G, 4G, and 5G) and multi-vendor environments.
• Raised and managed incidents using ITSM tools such as ServiceNow and BMC Remedy, ensuring accurate and timely logging of incidents.
• Handled customer calls and field team escalations related to SLA management, ensuring effective communication and follow-up.
• Acted in the role of Incident Manager (IM), coordinating and managing high-priority incidents to ensure resolution within SLA and alignment with KPI targets.
• Initiated escalations to support teams in cases where SLA breaches were imminent, maintaining service continuity and reducing impact.
• Delivered Customer Reports for critical and major incidents at defined intervals, ensuring stakeholders remained informed.
• Generated and managed reports for backlog tickets, supporting both internal reviews and client calls to track progress and highlight key issues.