Goal :

Manage a highly skilled team members and run the services for the healthcare operations

Manager 

I was the manger for network operations for both onshore and offshore teams. I had direct reports with team of 9 members . I created services handbooks and implemented process for handling day to day operations. Team members will be oncall to handle major outages, network issues , VPN problems , Circuit outages , failovers. I create process to ensure all team members are able to perform to their capabilities .

Assign tickets

I assign tickets to the team members and make sure all the tickets are closed with good customer satisfaction. Ensure SLA is met as per the defined standards. Take reports of tickets and handle the numbers of incoming transactions. 

Relationship manager

I will work with several vendors to make sure we have regular calls and build relationships . We discuss major problems and address them with the solutions provided by the vendors. 

Network & Video Operations Team – L2 support - Incident Management (Aug 2010 to Oct 2013)

• Incident handling – Working on incidents to provide resolution based on priority. Types of incidents – 1) VLAN creation 2) NAT request 3) Firewall request processed unable to connect 4) Advertising new IP segments (via OSPF or BGP) 5) Adding IPs to VPN encryption domain 6) Enabling RAVPN access 6) Unblocking/Blocking URL’s for users in Websense proxy 8) Defining policies in Websense 7) Issues in Point-Point and Multipoint video calls 8) Tandberg End point deployment and configuration 9) Video call Connectivity issues etc.

• Troubleshoot issues on various video endpoints which involve various issues like call drop, call setup, device reboot, device crash, poor video quality, installation, configuration, maintaining of endpoints.

• Client calls – Types – Issues which require client’s intervention for joint troubleshooting (eg. Access , Slowness or routing issues), LAN migration calls, establishing new WAN connectivity with help of service providers such as AT&T or Sprint, Building new Site-Site VPN tunnels and if client wants to discuss on any new requirement.

• Training – Train new joiners on Cognizant LAN, WAN and Internet architecture, Processing firewall and Change requests during specific window time.

• Escalation handling – High priority tickets and tickets unable to be resolved by L1 team.

• Process adherence and documentation is maintained throughout the context. Maintained SLA adherence percentage and increased CSAT.

• Prepared a Video standard operations document for effective usage for the team and new joiners

• Subject matter expert in Video operations.

Technology utilized

• Video Operation - TMS, MCU, ISDN, ECDS, PEXIP, Content server, Akamai CDN network, AT&T Business exchange.

• Internet protocols - BGP, static routes

• LAN - OSPF, 2960 Switch, L3 switch - 6500, 4500

• WAN - MPLS - router - T1, E1

• Wireless and Data center management

• Configured site to site VPN from Router

• Configuration and management of RAVPN - VPN Concentrator

• Configuration of Firewall - Cisco, Route, access and NAT. 

• Websense- filtering

Based on the performance in Network and video Operations team, was internally promoted to the Video services team.