Abhishek Setia

Ensure Global Service Delivery of product in a timely manner with quality. Handling Escalation of customer and 3rd party products. Managing a team of 10 people and ensuring their competence ramps up. Handling 3rd Party Vendors for product deployment and price management. Working as Scrum Master and taking a daily sync-up call with Team. Taking participation in technical discussions and proving suggestions for Product improvement. Independently build effort estimates for integration activities and interact with Solution Architect and Dev team to understand the requirements and design. Agility to work in a highly dynamic environment. Create plans for the implementation and deployment as per the release schedule. Lead the Go-Live activities to deploy the software successfully. Schedule the meetings to discuss the release schedules with the team and find roadblocks, if any. Liaise with project stakeholders on an ongoing basis. Jira support, backlog Jira handling, creating Jira stories, etc.

Deployment and Integration, patches and upgrade of Nokia Products on Linux, Cloud Platform, Kubernetes, Docker. Installation and Commissioning of Nokia products over Linux, and Cloud on multiple customer environments. Resolves customer trouble tickets. Diagnoses complex problems / issues (EG hardware, software, combination) and provides resolution or recommend corrective actions. Plans technical requirements from customers' needs. Develops SW / HW build-controlled productions releases (EG main and update releases, service packages, maintenance updates, and customer design engineering). Defines product hardware / software evolutions through the creation and release of hardware / software documentation, hardware / software change control management, supplier and customer notifications. Retains technical and design knowledge for assigned products and technologies and provides training to the lower support teams (Tier 2 and Tier 3). Independently build effort estimates for integration activities, interact with Solution Architect and Dev team to understand the requirements and design. Agility to work in a highly dynamic environment. Jira support, backlog Jira handling, creating Jira stories etc.

L1, L2 support for Nokia's product(OSS), Linux user management, file system management. Account creation for multiple users, giving permissions in bulk to multiple users. Responsible for Linux upgrade management, planning the Linux vulnerabilities with customers. Providing RCA for Incidents raised for production and manufacturing servers. Handling the Change management system, Service requests, Incidents and Problem records. Automation by cron-job, scheduling commands and scripts using crontab. Checking system utilization, Package management, system logging etc. Excellent working knowledge of Linux networking protocols and web-services, FTP-NFS & SAMBA servers' deployment. Hands-on knowledge on DNS and DHCP.

Provide support on Utiba Applications (LAPU i.e AirTel). Day to Day operation / support on Provisioning for Pre-Paid. Fault definition and classification / Analysis of logs and interpretation of fault. Liaising with Customer and 3rd party suppliers.( IN / SMSC / IBM ). Implementation of configuration and integration of new modules. (Splitting one large zone into two individual Zones). RCA analysis, reporting and Change management. Perform the testing of any changes in Test environment before putting it in Production and keep a track of all versions in all instances of LAPU. Prepare and review the documentation that relates to LAPU operations via SOP, Introduction of new Processes, Knowledge base and Training.

Monitoring Production Linux Severs. Customer communication with US & Europe clients. Working on Fraud Management and Revenue Assurance Application (Netmind and Routemind). Preparing SLA reports, Daily health checks using SQL. Contacting Data Source team of Verizon for feeds. Troubleshooting Application issue and production issue. Shift Handover Report. Preparing statistical reports and escalation. For Bugs creating tickets in JIRA and follow-up both internally and with customer. Do installations on production servers as per the implementation plans.

Provide Chat/Voice Support for Dial-up and DSL issues on 9x, XP, Win2K and Mac. Help customers to Configure and troubleshoot most e-mail clients and browsers. Take supervisory Chats/Calls. Take part in performance monitoring and other client calibrations and to prepare agenda's for those calls. Recommend updates in AT&T Knowledgebase meant for reference by agents. To monitor calls and chats of agents, to track chronic cases and work towards improving them.