Manu M.E

Experience

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  AGC Networks Limited (Black Box Limited)

  Aug 2010 - Jul 2013

   Handling customer end to service support, up gradation, installation of Avaya media Servers System administration and maintaining the Avaya EPABX. Installing, configuring & troubleshooting digital & IP phones. Conducting proactive Solution workshop at the customer premises for technology & product awareness, competition analysis and business need analysis for customer Resolving customer issues on technical front within the resolution time given to customers in their SLA’s Primarily handled many of the products like Avaya servers, Voicemail system etc. Provided pre-sale and post-sale technical support on VoIP solution; designed solution with sales; assisted with management of sales team. Tracking & updating internal process management tool for cost, feasibility reports, and solutions and other terms & conditions. Responsible for installation, account review, meeting SLA’s, Health checkup’s, Patch management, Backup’s, Upgradation, arrangement of onsite engineer training for the new business. Vendor management for technical supports. Responsible for neat documentation of all the implemented projects with the reports. Mentored new consultants as needed providing technical, process and design tool assistance. Skilled in swiftly ramping up projects with competent skills and ensuring on time deliverables. Understand the expectation of the customer out of the project, successfully communicate with the customer and provide customized solution. Providing the voice infrastructure Support to the customer’s locations. Show less

  • Lead - Projects

    Aug 2011 - Jul 2013

  • Graduate Engineering Trainee

    Aug 2010 - Jul 2011
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  Avaya

  Sept 2013 - Aug 2015

  Technical Support Engineer

   Avaya Operational Services (AOS) having many responsibility like Capacity management reporting for top AOS customers for Avaya Products like Communication Manager, Messaging ( MAS, MSS, AAM), Session Managers, Call Management System (CMS), Avaya Voice Portal and also data products like Session Border controller(SBC).  Performing Health checks for top AOS customers. Handling the Adhoc activities (Pre Health checks, Post Health checks, Reboots, Shutdown) for big accounts like DB. Capacity Management / Problem Management / Incident Management Writing Contact Center Vectors, Configure VDNs. Configuration on Modular Messaging. Adding Voice Mails. Troubleshooting VM issue.  Worked on MAC requests, Problem tickets in various ticketing systems like Siebel, Metrics, Remedy. Show less

• 

  Wipro

  Aug 2015 - Oct 2016

  Senior System Engineer

   Voice Infra Management for all Genpact sites which include US Cincinnati, Mexico, Philippines, Dubai, Gurgaon Plot 22, Gurgaon PhaseV, Jaipur JLN, Jaipur STP, Bangalore, Hyderabad Uppal, Hyderabad DLF. Troubleshooting single user, multi user Business critical cases as per the SLA’s. Remote Port-Network administration with G650 Media Gateways. Upgrading CM patch version on Media Servers, installation of license and authentication file.  Call center administration which includes configuring Call Flow Vector, VRT, Hunt Groups, Agent IDs, Coverage Paths, Abbreviated Dialing, Holiday Table, Announcements etc. Configuring domestic and international circuits and defining incoming call treatments for incoming calls and public unknown numbering, COR, Tenant, Auth-Codes, Route Patterns, Partition Route Tables, and ARS& AAR for outbound calling. Administration and troubleshooting of CMS for call reporting. Addition & modification of Agent IDs, Skills, VDNs, VECs & Trunk Groups, privileges assignment to CMS Supervisor and Agent Trace enablement. Basic administration of Nice & Verint calls recording system. Addition & modification of Agents, and TDM & IP extensions for call recording or call monitoring etc. Troubleshooting call recording issues on Nice & Verint recording solution. Basic configuration of Avaya AES, adding subscriber stations for call recording, downloading system backup & restoring same and license management on AES through WebLM. Management of Avaya Call Management System (Reports - Real-time, Historical; Data Archiving -push-pull etc.) Show less

• 

  DXC Technology

  Oct 2016 - Sept 2019

  ITO Consultant III-b

   Avaya Backbone- {Unified communications} support for North America region. Incident management – working on Critical, High, Medium and low cases on daily basis raised for the APCS NA accounts. Monitoring and mentoring the Tier 2 team as needed providing technical assistance and guiding process. Joining the call with the business and SDM’s of the respective accounts for the weekend activity coordination and addressing the concerns. Vendor management as when required for the troubleshooting Ability to establish strong relationships with all stakeholders involved in end to end delivery Working on the IM tickets meeting the SLA’s on the priority of the tickets. Closely working with the internal teams like Release management, Remote Preventative Services, Configuration management, Data team etc. for more efficiently handling the accounts. Troubleshooting Communication Manager Logs, MST, and Sniffer analysis Show less

• 

  NTTデータ

  Sept 2019 - Feb 2024

  • Overseeing the day-to-day activities of the Avaya, NICE, Verint and Alcatel support team and ensuring that tasks are completed in a timely and efficient manner.• Manage and supervise a team of employees, providing guidance, coaching, and support as needed.• Foster a positive and collaborative work environment, promoting teamwork and employee development.• Proven experience in managing Infrastructure support team and good understanding of latest technologies.• Proven track record in People management and managing a Team size of more than 25+ employees.• Analyze existing operational processes and identify areas for improvement.• Allocate resources effectively to meet operational goals and objectives.• Establish and maintain quality control standards to meet customer expectations.• Implement quality assurance measures and monitor performance to ensure consistent quality.• Proactively monitor and drive service delivery to clients from the Operations Centre Show less Avaya L3 support - {Unified Communication and Contact Center} for APAC, NL, MEA and EMEA regions. Provide administration and configuration MACD-level support for Avaya Core communication systems and associated technologies. Providing training to L2’s on Avaya Products as and when required internally. Managing the weekend activities and arranging on-call support during the weekends as per the requirement. Act as escalation point for complex and high priority customer incidents related to Avaya applications. Mentoring the L1’s and L2’s – Setting up the weekly meetings to track the aged cases and discussing the cases which needs attention. Provide telecom engineering support, advice and consultation to customer contacts, team members and other employees at Continuant. Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc. Closely working with the Quality team to improve the process. Part of Knowledge Management Improvement Plan for GDC Bangalore  Part of TAC reduction and analysis for GDC Bangalore Show less

  • Senior Operations Team Lead

    Apr 2022 - Feb 2024

  • Technical Specialist

    Sept 2019 - Mar 2022
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  HCLTech

  Feb 2024 - now

  Consultant - Digital Foundation Services