Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Managementstrengths
Technicalskillset
Workexperienceprojectdetails
Training
Disclaimer
Languages
Hobbies
Timeline
Generic
Vinay Singh Parihar

Vinay Singh Parihar

IT Operations Manager
Bangalore

Summary

Seasoned Technology Operations Manager, with 12 plus years of experience in Global IT Support environments. Proven track record in driving continuous improvements, modernization, and automation to enhance customer experience and operational efficiency. Experienced in managing and developing teams, engaging with stakeholders, and implementing strategic initiatives to improve end-user experience and productivity.

Overview

1825
1825
years of professional experience
6
6
years of post-secondary education
5
5
Certifications

Work History

Technical Specialist / Operations Manager

AT&T
1 2019 - Current
  • Working as technical specialist (Operations Manager) as part of AT&T Global Edge Solution Support unit supporting various clients across the globe on Mobile Endpoint Solutions, Cloud Solutions, Network Based Firewalls and Akamai Content Delivery Network solutions.
  • Managing a team of 11 engineers spread across India and US.
  • Assisting existing AT&T clients, as well as the new client coming in, to set up their infrastructure on their desired choice of cloud provider (AWS, GCP, Azure, Oracle, etc.). via AT&T network or cloud solutions.
  • Providing Mobile Endpoint Solutions (MDM & MAM) to clients across the world via multiple products like Airwatch Workspace One, IBM MaaS360, and Microsoft Intune.
  • Managing changes and incidents related to Network Based Firewalls (ASA, Fortinet etc.) to meet the customer requirements both for new implementation and support their existing infra.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Liaison with sales consultants and clients for the new setup as well support the incidents/break fix issues post the customers infra has been setup.
  • Provide technical support to the clients across the globe who are using Akamai based content delivery network. Engage and escalate to Akamai in case further assistance required from Akamai/Vendor
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.

Team Lead

AT&T
Bengaluru
08.201 - 12.201
  • Worked as Team Lead/Senior Network Engineer for Network Operations, GCSC Bangalore Center.
  • Handling the team of 40 network engineers supporting various projects.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Handled end-to-end enterprise networks and Data Centres for various clients like IBM IGA and IBM One-Network, Shell Petroleum, and DXC project.
  • Effectively drove the incidents reported to GCSC, both reactive and proactive, until resolution, meeting the agreed SLA.
  • Owned critical Severity-1's and MIs as a team lead and resolved them by troubleshooting network issues (Routing, Switching, Firewall, Wireless) and engaging next-level technical teams and vendors if necessary.
  • Coordinated with customers, stakeholders, and technical teams with proper documentation of the incidents.
  • Ensured timely escalations and coordinated with Telcos (AT&T, Verizon, Colt, BT, Cable & Wireless, and Vodafone, etc.) to get the fault resolved. Post-restoration, worked with them for Root Cause Analysis and RFO (Reason for Outage).
  • Worked closely with Service Management for resolving the issues and preparing RCAs for the reported issues.
  • Handled escalations to ensure it gets closed within the SLA timelines. Act as a single point of contact for parties who need to interface with Network Operations.
  • Worked with GDSM for any type of service/project transitions.
  • Analyze the opened normal and emergency changes from a network perspective and approve/reject them. Open the pre-scheduled and emergency changes for any changes to be made on the network part whenever required.
  • Work with the software team for testing any new enhancement/changes in proactive and predictive monitoring of network event and alarm correlation and automation for networks.
  • Mentored new joiners and other team member both technically and from process perspective from time to time.

Senior Network Engineer

AT&T
05.2014 - 08.2015
  • Managing end-to-end networks for IBM Managed Storage Serve Farms and Global network for Hess Corporation for MOW across the globe.
  • Configured, tested and maintained LAN/WAN components and connections.
  • Backed up support desk team to handle user problems and technical concerns.
  • Mentored junior engineers on best practices in networking technologies, resulting in increased team efficiency and effectiveness.
  • Streamlined troubleshooting processes by creating detailed documentation of network infrastructure, configurations, and topologies.
  • Responsible to troubleshoot issues related to LAN/Wireless/VPN’s and WAN for various client sites and Data Centre. Troubleshoot and resolve issues on Firewalls, Load Balancers, Switches, and Routers.
  • Effectively manage service providers and equipment vendors and to articulate well with customer's technical and management staff on network issues (e.g. Fault reporting, status and escalation).
  • Escalate problems to next level support (AT&T technical teams or suppliers) where these cannot be resolved within the Network Operations Centre. Perform documented network configuration procedures.
  • Pro‐actively monitor network and system performance. Analyze traffic data and trends and escalate areas of concern to the network design authority.

Network Engineer

AT&T
Bengaluru
05.201 - 05.201
  • Worked as Focal for Network Operations NOC team consisting of 10 members handling 35+ IBM Blue-sky commercial accounts.
  • Perform network surveillance 24/7, respond to network‐reported and customer‐reported problems and manage problem resolution (using Trouble‐Tickets). Take ownership to ensure that all problems are resolved in a timely and efficient manner. Coordinate with suppliers and customers to expedite problem resolution.
  • Monitored over 40,000 network nodes. Multinational network stretching over multiple Data Centre and collocations.
  • Effectively manage service providers and equipment vendors and to articulate well with customer's technical and management staff on network issues (e.g. Fault reporting, status and escalation).
  • § Trouble Ticket Management in AOTS, Service Now, Manage Now, Maximo (creates, resolve, escalate, and manage through to resolution).
  • Served as single point of contact (SPOC) for AT&T clients for problem reporting and working together for troubleshooting and resolving issues with Local ISPs and counterparts of other AT&T Centre. Escalate problems to next level support (AT&T technical teams or suppliers) where these cannot be resolved within the Network Operations Centre (NOC).
  • Responsible to troubleshoot issues related to LAN/Wireless/VPN’s and WAN for various client sites and Data Centre. Troubleshoot and resolve issues on Firewalls, Load Balancers, Switches, and Routers.
  • Pro‐actively monitor network and system performance. Analyze traffic data and trends and escalate areas of concern to the network design authority.
  • Provide scheduled and on‐demand traffic analysis reports.
  • Monitor key suppliers service levels and highlight where Service Level Agreements (SLAs) are not being met.

  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Education

B.Tech. (E & C) -

U.C.E.R, G.NOIDA

12th -

C.M.S
Lucknow
04.2001 - 01.2007

10th - undefined

C.M.S., LUCKNOW

Skills

Energetic and self-motivated professional, with proven capability to meet High-Pressure deadlines and coordinated multiple projects

Flexible and adapt quickly to new working environments

Quick learner and hard working

Managing customer centric network operations, forwarding customer instructions to the concerned department & ensuring customer satisfaction by achieving delivery & service quality norms meeting up the set SLA

Technical support knowledge

IT Infrastructure

Content Management Systems

Network Administration

Cybersecurity Expertise

IT service management

Technical support background

Internal Communications

Helpdesk support

Issue resolution/troubleshooting

Technical solutions

Technical staffing

Teamwork and Collaboration

Root Cause Analysis

Problem-solving aptitude

Multitasking

Problem-Solving

Team building

Certification

Cisco Certified Network Administrator (Cisco ID: CSCO12143312).

Accomplishments

  • Awarded with AT&T Connection Award 2022 for getting perfect NPS in continuation. For getting new clients and retaining the old clients with the perfect NPS year over year since 2019.
  • Awarded with 'I can Help You 2021' for retaining resources by aligning them to the right teams as per their skill sets and designing their skill development programs.
  • Awarded with Customer Service Award 2020 from Director Sales & Excellence for exceptional customer service support for Cloud Solutions to AT&T Clients.
  • Awarded with IDEATION AWARD 2018 from AVP – Global Delivery & Assurance for integrating IBM-DXC-Shell teams for efficient resource management.
  • Awarded with IDEATION AWARD 2018 from GD&A Leadership for project Network Optimization for IBM One-Network.
  • Awarded with IDEATION AWARD 2016 from Chad Townes - VP – Global Business Provisioning & Assurance for project REBALANCE.
  • Awarded with Customer Service Award by Mark Collett–Executive Director-Global Business Assurance, Asia Pacific for IBM Blue-Sky Commercial Account.
  • Created a database to track the list of decommissioned devices and co-ordinate with concerned team to un-deploy the same from client portal database and from monitoring SMART servers from where the alarms/events were being monitored by Element Management System (EMS) which reduced the false alerts/tickets cut to GCSC.

Managementstrengths

  • Large Team Handling Capability: Currently working as Team Operations Manager for Mobile Endpoint Solutions/Cloud/CDN and Network Based Firewalls excellence support team (Team of 11 engineers). In past worked as team lead for Network Operations GCSC Bangalore Center and Handled the team of 40 network engineers supporting various projects.
  • Process Improvements: Work with Sales Consultants, Service and Product Management teams besides different vendors for continual improvements and bridging up the process and loopholes if any. Have worked with various IBM and AT&T teams for the process improvements and bridging up process gaps. Better alignment of work scope and function. Better use of resources in areas that need it. Improves Productivity. Has been awarded by “VP – Global Business Provisioning & Assurance, AT&T” for the same.
  • KPI Formulations: Formulating KPI’s for team to meet the desired results for organization and evaluating individuals on the success factors set.
  • NPS: Maintaining perfect NPS by providing effortless services to the current customers by understanding the requirement, bridging the loopholes and continuous process improvement along with proper resource skills improvements.
  • Team Schedule Management: Managing team roster as per the requirement to run BAU. Manage any conflicts if any to have the business running without any interruptions.
  • Team Training & Development /Team Building & Leadership: Have good experience in team training and development by analyzing the individual’s technical/management strengths and weaknesses and molding them in more productive resources leading to the fulfillment of the corporate goals.
  • Employee Retention through new learning opportunity and better career roadmap for employee.
  • Network Operations & Reliability: Have experience in managing service restoral and break/fix functions, Ensuring proper monitoring, data capture, and analysis to quickly identify problem areas and provide corrective action.
  • Troubleshooting & Problem Resolution: Have experience in technical problem analysis, working with internal support groups and recommend diagnostic tests based on degree of service impairment. Escalating cases according to process based on the established intervals to drive the issue to resolution.

Technicalskillset

Routers, Configuring Cisco and Juniper routers, Switches, Configuring and Maintaining Cisco & Juniper Switches, LAN/WAN Technologies, Ethernet, VPN, TCP/IP, DHCP, DNS, PPP, SDN, Firewalls, Cisco Wireless, Networking Protocols, OSI Layered architecture, RIP, EIGRP, OSPF, BGP, Switching Technologies, STP, VLAN, HSRP, VVRP, GLBP, Security Technologies, NAT, PAT, Access List, ASA. S2S VPN, C2S VPN etc., Network Management Tool, Tivoli, NMC, Cisco Prime, NetBrain, IBM Thousand Eyes, Vitalent., Ticketing Tools, Service Now, Manage Now, Aots, UD, Maximo, Installation of Cisco/Juniper router switches and firewalls, Maintenance and troubleshooting of LAN/WAN/Wireless issues. Hands on experience for troubleshooting LAN/WAN issues over different series of Cisco Switches and Routers. Good knowledge of various routing protocols including EIGRP, OSPF and BGP, HREAP etc. Good knowledge and hands on experience on Wireless issues including CPI tool. Having knowledge of ACL’s, route-redistribution, load-balancing, different type of Prefix lists and ACL’s. Good knowledge of switching (Various STP/Encapsulation technologies ISL&DOT1q/Inter VLAN Routing/Ether Channels(PAGP/LACP)/Configuration of redundancy protocols(HSRP/GLBP)/Advance STP features like BPDU guard, Uplink Fast & Port Fast)/Switch Security technologies)., AT&T Netbond (AWS, Azure, GCP etc.) - Products & Tools Used: Synaptic Cloud portal, UTG tools etc., Content Delivery Network (AKAMAI) – Products & Tools Used: Luna Control Portal etc., Mobile Device Management - Products & Tools Used: AirWatch, IBM MaaS360 and Microsoft InTunes., Experience in implementing and maintaining below MDM/MAM solutions for multiple clients for mobile endpoint securities., Airtwatch – Workspace One UEM Solution, IBM MaaS360 Solution, Microsoft inTune

Workexperienceprojectdetails

  • 1, Technical Specialist / Operations Manager, 01/2019, Present
  • 2, Team Lead, 08/2015, 12/2018
  • 3, Senior Network Engineer, 05/2014, 08/2015
  • 4, Network Engineer, 05/2012, 05/2014

Training

  • Undergone Industrial summer training at 'Hindustan Aeronautics Limited' Lucknow
  • Undergone training on Embedded Systems at 'Associated Electronics Research Foundation' Noida.
  • Training of CCNP & CCNP from Networkers Home, Bangalore.
  • Completed CCNA and CCNP-Route certification.
  • ITILv3 Foundation Certified.
  • Completed various technical training available in AT&T University.
  • Underwent training from AKAMAI for CDN delivered by AKAMAI TECHNICAL UNIVERSITY.
  • Underwent training for MDM solution and products from VMware and IBM for their respective mobile device management products.
  • Completed Cloud trainings provided by AT&T Technical University to support the clients more efficiently.
  • Underwent training on Python Basics, uCPE-AT&T SDN product, SDN and other networking technologies from AT&T Technical University and Specific technology vendors.
  • Underwent training on NetBrain tools from NetBrain for network intelligence & automation.
  • Underwent corporate training from Juniper on Juniper R&S.

Disclaimer

I hereby declare that the above information is true to the best of my knowledge & belief.

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Hobbies

  • Travelling
  • Trekking
  • Exploring different cultures.
  • Spending time with old age people.
  • Feeding stray animals.

Timeline

Senior Network Engineer

AT&T
05.2014 - 08.2015

12th -

C.M.S
04.2001 - 01.2007

Technical Specialist / Operations Manager

AT&T
1 2019 - Current

B.Tech. (E & C) -

U.C.E.R, G.NOIDA

10th - undefined

C.M.S., LUCKNOW

Team Lead

AT&T
08.201 - 12.201

Network Engineer

AT&T
05.201 - 05.201

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