ZEENATH NISSA M
Chennai
Summary
Telecom Production Support & LiveOps Lead with 10+ years of experience supporting OSS/BSS platforms across Europe, the UK, and APAC. Strong expertise in L2/L3 application support, major incident management, billing & rating operations, and 24x7 on-call support for enterprise telecom clients including Vodafone Australia and Orange Belgium. Proven track record of managing P1/P2 incidents, performing root cause analysis, and ensuring SLA / SLO / MTTR compliance in high-availability production environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead & Senior LiveOps Analyst
Tryzens Ltd.
kerala
03.2022 - Current
- Lead L2/L3 production support and LiveOps operations for multiple enterprise applications.
- Act as primary escalation point for major incidents, ensuring rapid resolution within SLA.
- Monitor production environments using Grafana and PagerDuty and manage incidents via Jira.
- Drive operational improvements, reducing incident resolution time and improving system stability.
CMS – Telecom | Magento support /DevOps
Tech Mahindra Ltd.
09.2019 - 02.2022
- Facilitated Vodafone Australia platform migration from WCS to Adobe Experience Manager (AEM).
- Maintained stability of customer-facing telecom applications throughout migration process.
- Provided Magento development and application support for Baker Hughes - GE and B2B website in US region.
- Maintained clean, safe working environments to eliminate accident risks.
Application Support Engineer – Telecom
Tech Mahindra Ltd.
02.2016 - 08.2019
- Delivered L2/L3 production support for telecom OSS/BSS applications for Vodafone Australia and Orange Belgium.
- Managed batch rating services and executed daily and monthly bill runs.
- Provided 24x7 on-call support, handling P1/P2 incidents and performing RCA.
- Monitored servers and databases, executing restarts and batch corrections.
- Created technical documentation to track history and use for reference.
- Provided technical support and troubleshooting for application issues, enhancing user satisfaction and productivity.
- Monitored security alerts and implemented measures to protect against vulnerabilities, safeguarding company and customer data.
- Backed up servers regularly to reduce data loss.
- Managed user access rights and permissions, securing data integrity and compliance with data protection regulations.
Education
MBA -
Sikkim Manipal University
01.2026
Bachelor of Computer Applications -
Justice Basheer Ahmed Sayeed Women’s College
ChennaiSkills
- Telecom Production Support
- OSS/BSS
- Billing & Rating
- Batch Processing
- Daily & Monthly Bill Runs
- Mediation
- Major Incident Management
- P1/P2 Incidents
- Root Cause Analysis
- On-call Support
- SLA Management
- PagerDuty
- Grafana
- Jira
- Confluence
- UNIX/Linux
- Jenkins
- Azure
- Kubernet
- Salesforce
- Kibana
Certification
Power BI Certification
ITIL Certification
Languages
English
Tamil
Malayalam
Timeline
Team Lead & Senior LiveOps Analyst
Tryzens Ltd.
03.2022 - Current
CMS – Telecom | Magento support /DevOps
Tech Mahindra Ltd.
09.2019 - 02.2022
Application Support Engineer – Telecom
Tech Mahindra Ltd.
02.2016 - 08.2019
MBA -
Sikkim Manipal University
Bachelor of Computer Applications -
Justice Basheer Ahmed Sayeed Women’s College