SHIV RAMAN I M
THANE
Summary
IT delivery manager with 17 years of experience across Cisco and Microsoft Teams unified communications, contact centers, and Cisco UCS platforms. Lead cross-functional teams of 50+ engineers to improve operational maturity through automation and resource optimization. Identify design gaps, mitigate delivery risks, and strengthen customer service quality through inspections.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Delivery Manager — Enterprise Collaboration, EUC & Cloud Infrastructure
Cognizant
Pune
07.2022 - Current
- Client Engagement & Stakeholder Management: Managed end-to-end client communication, hosting executive weekly and monthly service reviews to report operational health, present risk matrices, and demonstrate continuous service improvement (CSIP)
- Service Delivery Governance: Led a 50+ member delivery organization supporting multi-technology environments (Voice, Video, Genesys Cloud, Intune, SCCM, Print, and Cisco UCS), maintaining > 98% SLA/KPA compliance and > 99.99% service availability.
- Championed automation projects for endpoint patching, user provisioning, self-healing print queue services, and IVR/call-routing checks, leading to significant reduction in manual ticket volumes.
- Developed structured cross-training matrix to upskill Cisco Voice engineers with MS Teams/MTR and legacy SCCM admins on Intune, increasing team utilization by 20% and reducing single-person dependencies.
- Audited customer environments with SMEs, identified architectural single points of failure (SPOFs), and proposed modernized solutions that generated new project revenue.
Senior Infra Architect
Cognizant Technology Solutions
Chennai
07.2022 - 11.2023
- Coordinated user migration from Pfizer Cisco voice infrastructure to Viatris/Mylan Cisco voice infrastructure, conducting assessments, recommending EOS/EOL products, developing WBS, HLD, LLD, pilot testing, and facilitating migration for 7 sites. Delivered cutover and hypercare support.
- Functioned as an implementation and design engineer within CTS DWP professional services team, driving project execution.
- Supported Mylan/VIATRIS project in healthcare and life sciences sector, enhancing service delivery.
- Worked within VoIP services, focusing on Cisco IPT/IPCC and VMware platform technologies.
Implementation Engg / SME / L3 Role
HCL Technologies
03.2019 - 06.2022
- Role - Working as Associate Consultant by providing Extensive support on troubleshooting and maintenance of IP- Telephony and Cisco Contact Center Express infrastructure for end customer for a varied range of products
- Customer infra consists of a CUCM Cluster with IM&P, Cisco Unity Connection, Contact Center Express with Calabrio Call Recording server, standalone CUCI servers, SONUS & Oracle SBC
- Upgraded Call Manager, Unity Connection, IM&P from version 11.5 SU5 to 12.5(1) and UCCX from version 11.6(1) to 12.5(1) ES03, enhancing system performance and capabilities.
- Deployed a Cisco Smart Software Manager On-Prem_8 for Smart Licensing and Registered with CUCM and CUC.
- Performed Upgrade of AQM / Calabrio Call Recording server from version 10.5 to 11.5 SR7 ES11.
- Monitoring and configuring new DRS backup devices and enabling scheduler on CUCM, CUC, IM&P and UCCX.
- Investigated and resolved SYSLOG severity alarms (LWM, HWM, Log Partition, NTP sync, DRF failure) on RTMT, contributing to improved system reliability.
- Configuring, troubleshooting, analyzing and resolving issues related to Cisco IP Phone features, CIPC, Cisco Jabber on IM & Presence and Call Manager.
- Involved in configuring Finesse Gadget, CSQ, Wrap-up Code, Script (MACD) and troubleshooting Agent Finesse login, Supervisor Live Monitoring and Agents Call Recording related issues.
- Making Modifications in UCCX Script as per customer requirement. Creating Applications and associating scripts to accommodate new CSQ and team.
- Configuring Routes and troubleshooting of voice related issues on SONUS SBC and Oracle SBC (Session Border Controller).
- Troubleshot and analyzed Call Manager traces, CCX traces, and phone-specific logs to isolate issues, facilitating efficient resolution by L3+ support team or Cisco TAC.
- Project: Main Street America Group Inc provides insurance services. The Company offers personal and business insurance products including homeowners, renters, automobile, flood, property, liability, workers compensation, and surety bonds. Main Street America serves individuals and commercial clients throughout the United States.
Senior Network Engineer
Inspiredge IT Solutions
Visakhapatnam
01.2016 - 01.2017
- Domain: VoIP Services, Cisco IPT/IPCC, VMware platform. UCS - CIMC
- Supported and implemented Cisco UC platforms for clients of SPS, including version and patch upgrades for Call Manager, Unity Connection, IM&P, and UCCX.
- Worked on Tomcat, IPSec, CUPS and XMPP certificate verification and regeneration on CUCM, CUC, IM&P and UCCX.
- Hands on experience on rebuilding servers CUCM, CUC and IM&P with Cisco recommended specifications (Product Version 10.5).
- Troubleshot Cisco Agent Desktop, Finesse, and UCCX issues, enhancing user support and system functionality.
- Configuring and troubleshooting of voice Gateways.
- Changing dial peer, translation patterns and IOS upgrade on routers.
- Hands on experience in troubleshooting phone registration problem, supplementary services, issues related to various phone features, and call routing issues related to gateways etc.
- Troubleshoot call related issues including call connection, Audio issues, Call routing. Voice Mail related issues. CAD / Finesse login and UCCX, CUCM and CUC server issues
- Management of Voice Gateways – SIP, MGCP and H.323
- Managed incident tickets for network and service outages, independently resolving P1 and P2 tickets to minimize downtime.
- Worked on Root Cause Analysis. Worked with Cisco TAC to address any bug and issue that require vendor intervention
- Prepared technical documentation (SOW/SOP) on configuring UC features/functions and provisioning guides for CUCM, CUC.
- Reviewed customer design requirements and recommended process changes, ensuring alignment with client needs and improving service delivery.
- Outlined project responsibilities including scope and deliverables.
- Project consisted of more than 200,000 endpoints, 30+ CUCM Clusters and 20+ Cisco Unity Connection Clusters.
- Project: "SPS - Strategic Products and Services", NJ 07054, USA
- Hands on experience in Configuring VM, VM to email notification, Single Inbox configuration and Troubleshooting Voice Mail related issues.
Senior Network Engineer
Xyant Technology India Private Limited
Chennai
05.2014 - 12.2015
- Domain: VoIP Technology - Cisco IPT/IPCC domain
- Role: on-shore Senior Cisco UC Support Engineer
- Job Title: Senior Network Engineer
- Project: "ExtraTeam an SPS Company", Pleasanton, California 94566
- Monitored alerts and resolved daily operational issues for client configurations, enhancing user and enterprise experience.
- Working on Incident Tickets to address Network / service down emergencies
- Root Cause Analysis ACD configurations, RTMT Log Debugging. Working with Cisco TAC
- Defined project management responsibilities to ensure alignment with client expectations.
- Attended client meetings to gather requirements and address concerns regarding Cisco VoIP technology solutions.
Network Engineer
Sify Technologies Ltd
Chennai
08.2013 - 05.2014
- Domain: VoIP Technology - Cisco IPT/IPCC domain
- Areas of specialization include deploying IP telephony infrastructure, Cisco Call Managers, Cisco Contact Center Solutions, Cisco Voice Gateways, Cisco Unity/Connection and day to day IT operations & maintenance activities.
- Managed daily network operations and provided break fix support, resolved incidents and executed MACD requests in CUCM, Unity Connections, and UCCX.
- Configuration and deployment of Cisco IP Phones Series (Manually, using BAT tool and Import Builder).
- Performing routine health check for voice gateways. Routers, CUCM, Unity connections & UCCX.
- Generated detailed reports from VoIP servers to meet specific client requirements and support decision-making.
- Maintained and updated voice network diagrams and vendor information for voice network devices to ensure accurate documentation and facilitate troubleshooting.
- Perform and produce root cause analysis in accordance with the Procedures Manual.
- Work with Third Party Providers to assist in resolution of telecommunication issues.
Network Support Associate
Eljay Engineering India Pvt Ltd
Chennai
02.2011 - 08.2013
- Domain: VoIP Technology - Cisco IPT, NOC operations
- Role - Offshore - Managed Services Engineer
- Project - Presidio West Managed Services (Lewisville, TX) (Major clients for Presidio West MS are Regus, FV21, Marathon Oil Corporation and other 50 International clients. Most of Client Sites are in North America and EMEA Region).
- Monitored VoIP clusters to ensure optimal performance and quick issue resolution.
- Verified alerts from voice servers including Cisco Call Manager and Unity to ensure system reliability.
- Executed Change Orders - MACD in CUCM and Unity to maintain operational efficiency.
- Add/Delete IP phones, Users, Gateway, Route Patterns, Translation pattern, CSS, Partition, Time of day routing, RDP Profile, Route Group, Route List, Call Pickup group, G-pick, O-pick, Hunt group, CTI Route points, extension mobility, Fax Extensions, Device pools, CCM group, Date/Time Group, Region and Location, Phone Button / Soft-key Templates
- Implemented LDAP integration for user authentication in VoIP systems.
- Collaborated with Cisco TAC to resolve technical issues.
Technical Support Executive
Sutherland Global Services
Chennai
01.2009 - 10.2009
- Process Details: Dell XPS EMEA and Dell Portables (US -CTS)
- Answering technical queries of Dell customer (US and EMEA Region)
- Executed troubleshooting and installation for hardware, software, and network connectivity issues, enhancing customer satisfaction.
- Resolved UBUNTU 8.10, 9.04 OS issues on Dell Mini-Laptops, improving device performance.
- Installation and configuring of SOHO routers
- Installation, configuration and maintenance of other general Application software.
- Coordinated daily task assignments for team members to ensure efficient workflow.
Education
B.E - Instrumentation and control
Saranathan College of Engineering
Trichy01-2007
Skills
- Cisco UC , MsTeams calling MTR Video , Print , EUC infrastructure Management
- Cloud CX deployment
- Resource optimization
- Process improvement
- Service review management
- Revenue generation
Certification
- CCNA - Cisco Certified Network Associate - Voice, CISCO ID: CSC011844638, Information Technology Infrastructure Library (ITIL) V3 2011 Foundation,
Business English Certificate (BEC) from the University of Cambridge,
Versant Certified, Dell Certified System Engineer.
Accomplishments
- HCL Technologies
Aug 2020 - Certificate for Excellence for outstanding Contribution towards Server Upgrades & Multiple Customer Appreciations
March 2019 - Best performer in Network Voice Team
Inspiredge IT Solutions
Jan -Sept 2016 Top Performer in Cisco Team
Timeline
Delivery Manager — Enterprise Collaboration, EUC & Cloud Infrastructure
Cognizant
07.2022 - Current
Senior Infra Architect
Cognizant Technology Solutions
07.2022 - 11.2023
Implementation Engg / SME / L3 Role
HCL Technologies
03.2019 - 06.2022
Senior Network Engineer
Inspiredge IT Solutions
01.2016 - 01.2017
Senior Network Engineer
Xyant Technology India Private Limited
05.2014 - 12.2015
Network Engineer
Sify Technologies Ltd
08.2013 - 05.2014
Network Support Associate
Eljay Engineering India Pvt Ltd
02.2011 - 08.2013
Technical Support Executive
Sutherland Global Services
01.2009 - 10.2009
B.E - Instrumentation and control
Saranathan College of Engineering