Srinivas Kuppelur

• Proficient in monitoring tickets and alerts using tools such as SolarWinds, Zabbix, and OPManager.
• Expertise in monitoring and managing network performance, ensuring uptime and availability, using industry-standard tools and platforms.
• Experienced in tracking, documenting, and resolving defects through a designated ticketing system.
• Collaborative team player, working effectively with Incident, Engineering, and Development teams to drive efficient resolutions.
• Detail-oriented and diligent professional, committed to going above and beyond to deliver exceptional customer service.

Roles & Responsibilities

• Continuously monitor network traffic, devices, and systems for performance issues, disruptions, and security vulnerabilities, using tools like SolarWinds, Zabbix, or OP Manager.
• Quickly identify, diagnose, and resolve network issues, escalating complex problems to higher-level technical teams as needed. Maintain incident tickets and documentation.
• Provide first-line support for network-related issues, troubleshooting problems related to connectivity, server downtime, hardware failures, and configuration errors.
• Use network monitoring tools to predict and prevent issues by identifying abnormal patterns or performance degradation before they affect service levels.
• Perform initial triage of alerts from monitoring tools to determine the impact and urgency, and initiate appropriate incident response procedures.
• Monitor NMS tools Zabbix, SolarWinds, seeing positives, data loss, SNMP trap failures, and ensure the accuracy of metrics and alerts.
• Handle basic configuration and integration issues on monitoring platforms under the guidance of senior engineers.
• Participate in incident management processes by initiating bridge calls, coordinating communication across teams, and providing real-time updates to stakeholders.
• Act as the first point of contact during high-priority incidents (P1/P2), capturing critical details, and ensuring timely escalation to resolver teams.
• Track and update incident tickets in ITSM platforms like ServiceNow, ensuring clear documentation of troubleshooting steps and resolution timelines.
• Follow up on post-incident actions, update knowledge base articles, and contribute to RCA documentation for recurring or critical issues.
• Work closely with other teams—Incident Response, Engineering, and Development—to ensure smooth resolution of network issues, and continuous service availability.
• Regularly update incident logs, status reports, and resolutions. Document network outages and incidents for future reference and continuous improvement.

• Monitored the network and resolved all issues that occurred on the same.
• Tracking and documenting all defects and resolutions in detail through a designated ticketing system.
• Network monitoring, support, or administration experience.
• Collaborate effectively with our Incident, Engineering, and Development teams.
• Well-organized, proactive team member who is calm under pressure, and can communicate well at all levels.
• Conscientious individual with good attention to detail, willing to go the extra mile, focused on delivering excellent customer service.

Roles and Responsibilities

• Ensuring smooth 24 x 7 NOC operation by monitoring the infrastructure using the SolarWinds monitoring tool.
• Tracking and documenting all defects and resolutions in detail through a designated ticketing system.
• Monitoring of UPS, data center temperature, power usage, and running health and safety.
• Escalating issues in a timely manner, as appropriate.
• Work with problem management to identify recurring incidents and support service improvement plans to negate the recurrence of incidents.
• Interfaced directly with service providers, customers, field technicians, service contractors, and field service coordinators to troubleshoot and resolve network-related issues.
• Actively participating in an incident management call for any outages and opening a bridge, gathering service owners with the respective issues that occurred.
• Taking proper updates and shift handoffs from the previous shift person related to ongoing issues, and following up on that.
• Conscientious individual with good attention to detail, willing to go the extra mile, focused on delivering excellent customer service.
• Reacting to network alarms and ensuring network downtime and faults are rapidly fixed and addressed proactively.
• Providing reports to the support teams, which helps them analyze the root cause of outages and fix the issue.