Sameer P. Mulgund

Project Description - Level 2 and Team Lead for Incident, Change and Problem Management for IBM Cloud Network Underlay which supports and ensures uptime for IBM Cloud Infrastructure (both Classic and VPC)

Responsibilities -

Incident, Change and Problem Management for Network Underlay (IBM Cloud Backbone)

Incident Management for all severity, including coordinating & engaging support teams, tracking troubleshooting tasks and collecting impact status.

Engage / Escalate with support vendors as need based on documented instructions. Troubleshoot & resolve layer 3 network issues

Raise Problem tickets related to incidents, when appropriate, as per SOPs.

Scheduled execution of MoP's for various Changes - Layer 1 troubleshooting, Device reboots/replacements, Line card maintenances (Nexus, Juniper MX and QFX, Arista)

Collaborate with Network Engineering, OTN (DWDM) and other Cloud support teams for triage.

Continuous improvement. Assist in coordinating activities to review the incident management process and implement improvements.

Contribution to technical knowledge/documentations, Automations,

Knowledge sharing through various technical sessions.

Virtual Lab setup

Tested, identified and troubleshot problems with networks.

Vendor exposure - Cisco, Juniper, Arista, Infinera, Ciena

Tools - ServiceNow, Oculus, Appneta, JIRA

Project Title - CRL (Charles River Labs) – HemaCare Network Infrastructure Integration

• Project Description The client CRL (Charles River Labs) is an American corporation specializing in a variety of preclinical and clinical laboratory services for the pharmaceutical, medical device and biotechnology industries
• It also supplies assorted biomedical products and research and development outsourcing services for use in the pharmaceutical industry
• As per the SOW (scope of work), CRL (Charles River Labs) would be integrating network, VoIP, mail, server, Storage and backup infrastructure of it's new acquisition HemaCare Corp
• Overall project execution and Delivery
• End to end project management with project initiation, planning, schedule, execution and tracking milestones.
• Managing project phases Discovery/Assessment, Pre-Configuration, Network
• Integration, Pilot Integration, Production Integration and Post integration support (Hyoercare) with execution team
• Weekly meeting for project status updates to internal and external stakeholders
• Regular internal team hurdles to track the phase wise activities
• Design discussions for integration on network, VoIP, Active Directory, Mail/O365,
• Server (Physical to Virtual), Storage and Backups with SME and client
• Managing project risks and issues.

UBS (Swiss Bank) Service Delivery (Project Manager) for NOC and Network Implementation
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The overall scope of the work is to lead (manage the NOC project) the NOC (Network) team for providing the support on Data/Security/Voice and Multimedia during the incidents, problems and Changes. Also involved in network migration from existing legacy infrastructure to next generation based on Juniper. Also responsible for overall Service Delivery of the Services for the client including Resource, Revenue and Service Improvements (automations)

Reckitt Benckiser Data Centre – Network Transition
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The overall scope of work is to transition regional (10 regions across globe) network infrastructure from existing incumbent and ensure smooth handover to the assurance teams.

Transition planning, scheduling KT's with regional SME's. Preparing the KT presentation with reverse KT for Go/No Go decisions.EOL Transformation programs on Firewalls, Customer end CPE’s and WiFi
APs

Telstra IPSC (IP Solution Center) – L1 and L2 NOC Support

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The overall scope of this engagement is to run the managed services for client for their NOC. The customers range from Fortune 50/100 to government and others.

Successfully managed the overall transition of IPSC function starting from Transition planning phase to Parallel Phase.
Onshore, Offshore team coordination, Shift planning
Incident Management (various severities P1, P2, P3 and P4), RCA for major incidents. Problem Management
Fault Diagnosis on Layer 1, 2 and 3 using various testing tools of Telstra

SLA, MTTR and Quality Analysis

Team Management, Availability Management, Conflict Management

Conducted thorough reviews of operations to devise and deploy improvement strategies.

ATT Scaling Management Services (Service Delivery)

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The overall scope of this engagement is to provide support for the Life Cycle Management (LCM) and Service Delivery portion of AT&T’s Scaling Management Services (SMS) business. It also includes support for MACD (Move, Add, Change, Delete) requests from corporate enterprise Customers. The Life Cycle Management (“LCM”) services requirement is to provide offshore staffing for end-to-end lifecycle support for managed services provided to corporate enterprise Customers.

BT NIT (Network Integration Testing)

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Network Integration Tester, as a part of Network Design Validation team (NDV) on IP/MPLS/ MPLS-VPN core networks. BT’s NDV team is responsible for conducting any testing required before go-live, on the live simulated lab environment, for any change required in the live network. This includes; Introduction of new hardware/software, feature, in-life issue, expansion, new services etc. Infosys as a partner conducts this testing with its 15 member team. The work includes finding issues and working for feasible solution/ workaround, providing recommendation etc with highlighting the issues seen and their impact etc.

Reviewed internal systems and organized training plans to address areas in need of improvement.

Renegotiated outsourcing contracts to save considerable costs.

Project Title BT P&G Deliver Project Management

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Managing end to end delivery projects for various network services. The projects covers one or multiple network services like WAP Implementation, WAP configuration, Switch Installation, Router installation, Firewall installation, Circuit Installation and IP Phone implementation etc

Managing project delivery life cycle model comprising from customer request, validation of the request and various approval stages, technical design, Bill of Materials, RFQ, implementation, test and turn up and ORT(Operation Readiness Tests) using project delivery tools like GENESIS, S3 BOM and EMP (Enterprise Project Management), Share Point portals.

Project Title - BT Global Service - Service Assurance
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Managing the service operations for BT GS –MPLS/Voice customers across the globe q Incident Management (various severities P1, P2, P3 and P4), RCA for major incidents.
Problem Management
SLA, MTTR and Quality Analysis
Team Management, Availability Management, Conflict Management
Escalation Management

Leading team 25 customer supports

Managing LAN/WAN Networking infrastructure at Mumbai office which includes – Leased lines, ISDN, Routers, Firewalls, Layer3/2 switches, servers, desktops

Managing local IT Helpdesk/Service Desk, FMS
Incident, Change Management

Installed system updates to address vulnerabilities and reduce security issues.

Identified and resolved problems through root cause analysis and research.

Providing technical support to client and distributors.
Providing technical design/solutions to the clients as per the requirements.

Preparing BOM (Bill of Materials) as per the design

Troubleshooting various D-Link products which includes switches (Layer 2/3), Routers, Internet Gateways, VoIP devices/gateways, Firewalls, Leased Line modems

Field technical support to clients for various Telerate products

Field technical support for installing, configuring and diagnosing network devices at client sites.
Configuring and troubleshooting various telecommunication systems/devices –

WAN/LAN/VLAN Comprising of Cisco/Nortel routers, Layer 2 switches (Cisco/Nortel/3Com), firewalls (PIX), Leased Line modems (RAD/ASCOM/Loop), ISDN links

Maintaining support for data center network for client connectivity including configuring and managing organizational Domain with Exchange servers for mails.
Managing Intranet web site.

Used remote diagnostic tools to identify sources of certain customer issues.