Sudheer Kumar

Experience

• 

  Mindtree

  Nov 2018 - Nov 2022

  - Led A2P SMS messaging operations, ensuring 24/7 platform health monitoring and rapid troubleshooting of any service disruptions.- Managed time-sensitive customer alerts and critical incidents, minimizing downtime and ensuring adherence to SLA targets.- Performed route changes and SMSC degradations, ensuring optimal routing and message delivery.- Drove fraud and SPAM investigation and prevention efforts, identifying potential risks and implementing solutions to protect the platform.- Coordinated customer escalation management and cross-functional team efforts to ensure seamless communication and problem resolution.- Delivered timely incident updates and health reports, ensuring clients remained informed throughout critical events. Show less Client: SAP Digital Interconnect- Managed and optimized P2P SMS messaging operations, ensuring continuous platform uptime and high-quality service delivery.- Proactively monitored, analyzed, and troubleshot issues across the P2P messaging platform, driving issue resolution to maintain seamless client communication.- Led customer and cross-functional escalations, ensuring timely resolution and maintaining client satisfaction.- Prepared detailed platform health reports, providing key insights into operational performance.- Investigated and addressed SPAM-related incidents, minimizing disruption and ensuring compliance with industry standards.- Efficiently handled ticket queues, reducing response times and improving resolution efficiency. Show less

  • Engineer | Network Operations Center (NOC)

    Feb 2021 - Nov 2022

  • Junior Engineer | Network Operations Center (NOC)

    Nov 2018 - Jan 2021
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  LTIMindtree

  Dec 2022 - Jan 2025

  Senior Engineer | NOC- Shift & Incident Lead

  Client: Sinch AB- Led incident management for both A2P and P2P SMS messaging platforms, overseeing team operations during shifts and ensuring issues were addressed promptly and efficiently.- Managed end-to-end incident resolution, including tracking, root cause analysis, and post-incident reporting, ensuring transparency and client confidence.- Administered platform availability and incident status reports, providing stakeholders with regular updates on system performance and uptime.- Directed internal administration tasks, including ticket queue monitoring, change management processes, and shift scheduling.- Coordinated client notifications regarding incidents and planned maintenance, ensuring clear communication and minimizing service disruptions.- Guided and mentored a team of NOC engineers, fostering collaboration and ensuring high- performance levels across shifts. Show less

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  Vonage

  Jan 2025 - now

  Carrier Operations Analyst II