Sujay Kumar C S
Bangalore,Karnataka
Summary
Principal Technical Support Specialist leading P1/P2 incident response, ITSM workflows, and Avaya cloud migrations that keep voice services stable and SLA-aligned. Coordinates network engineers, cloud architects, and client stakeholders to restore connectivity quickly, translate requirements into delivery milestones, and reduce operational risk across hybrid telephony environments. Strengthens platform uptime through structured change control, root-cause follow-up, and service improvement actions.
Overview
1
1
Language
5
5
Certifications
18
18
years of professional experience
Work History
Principal Technical Support Specialist
Avaya India
Karnataka
06.2023 - Current
- Drove robust incident management practices by spearheading the technical response to high-priority voice network outages, coordinating cross-functional engineering teams to restore secure telephony services rapidly
- Drove ITSM processes, managing incidents, changes, and service requests to ensure SLA compliance and operational continuity.
- Led the troubleshooting and resolution of critical (P1/P2) incidents impacting Avaya cloud services, restoring connectivity and functionality within strict SLA timelines.
- Orchestrated the migration of legacy on-premises Avaya telephony systems into public/hybrid cloud environments, improving system scalability and reducing infrastructure overhead.
- Worked as the primary point of contact for small-to-medium-sized projects, successfully gathering client requirements and translating them into technical cloud milestones.
- Managed cross-functional teams (network engineers, cloud architects, and client stakeholders) to ensure project deliverables met strict timelines and other constraints.
- Provided high-quality customer support, ensuring satisfaction and retention through effective problem-solving.
Senior Technical Support Specialist
Innovatia
Karnataka
08.2019 - 06.2023
- Architected secure, high-availability cloud communication platforms integrated with CRM systems, ensuring seamless voice and data connectivity
- Analyzed incident data trends within ITSM platforms to identify recurring platform bottlenecks, initiating targeted service improvement plans that enhanced overall system reliability
- Automated workflows, monitoring, and alerting across network and firewall infrastructures to reduce operational disruptions and improve SLA compliance
- Implemented vulnerability scanning and firewall policy management to strengthen enterprise security posture
- Tier-3 support for voice, secure networks, firewalls, and encryption protocols.
Senior Technical Consultant
DXC Technologies
Karnataka
05.2015 - 08.2019
- Tier-3 support for multiple Avaya Portfolio and supported as solution specialist.
- Worked on upgrades, audits, and compliance adherence initiatives
- Worked on post-incident root cause analysis (RCA), directly linking operational failure data to structured Change Management updates for continuous service improvement.
- Partnered with third-party cloud providers and Avaya support teams to isolate and resolve edge-case SIP trunk and VoIP routing incidents within hybrid environments.
Technical Lead
Wipro Technologies
Karnataka
12.2015 - 05.2016
- Managed high-severity VOIP incidents and migrations with risk mitigation.
- Led cross-functional teams to deliver high-impact technology solutions on time and within budget.
- Mentored junior developers, enhancing their technical skills and improving team performance.
Voice Specialist
Vodafone
Karnataka
08.2010 - 12.2015
- Provided L2/L3 support for encrypted communications and firewall management.
- Oversaw change requests and compliance reporting.
Engineer Analyst - Unified Communications Support
JP Morgan
Karnataka
04.2008 - 08.2010
- Executed MACD operations and facilitated secure unified communications deployments to enhance user connectivity.
Education
Bachelor of Engineering - Telecommunications
VTU University
Karnataka06.2007
Skills
- Enterprise Voice, Network and Cloud Infrastructure
- Secure Communication Systems & Hybrid Deployment
- Network Security Oversight & Vulnerability Assessment
- Risk Assessment & Execution (Upgrades; SIP Migrations)
- Cloud Voice Infrastructure solutions & Platform integration
- Incident and service delivery management
- Project execution and operational excellence
- Cross-functional collaboration
- Leadership and coaching abilities
- Stakeholder communication
Accomplishments
- Top Performer - Q2 2025
Certification
SIP Sense Advanced
Timeline
Principal Technical Support Specialist
Avaya India
06.2023 - Current
Senior Technical Support Specialist
Innovatia
08.2019 - 06.2023
Technical Lead
Wipro Technologies
12.2015 - 05.2016
Senior Technical Consultant
DXC Technologies
05.2015 - 08.2019
Voice Specialist
Vodafone
08.2010 - 12.2015
Engineer Analyst - Unified Communications Support
JP Morgan
04.2008 - 08.2010
Bachelor of Engineering - Telecommunications
VTU University