Mekanand C.

Served as the Level 2 escalation point for significant production network incidents within a global data network, facilitating communication among cross-functional stakeholders, coordinating with Cisco TAC, and ensuring swift service restoration. Provided support for Cisco SD-WAN edge router deployments, focusing on configuration, troubleshooting, and validation following deployment. Oversaw BUILD/RUN SD-WAN project migrations and offered support for incidents post-migration. Conducted Root Cause Analysis (RCA) and organized Post-Incident Review (PIR) and Post-Change Review (PCR) sessions, documenting findings and actions for management and clients. Managed change requests on Cisco routers and switches, executing pre- and post-migration validation, rollback planning, and configuration backups. Provided technical evaluations and coaching for NOC/Tier 1 engineers while leading technical interviews for new hires. Developed Python automation scripts to enhance daily SLA/KPI reporting, automating data management and report distribution. Engaged in initiatives for continuous service improvement and contributed to the solution at the Orange Global Automation Hackathon.

Delivered Level 2 technical support for enterprise data and voice networks, consistently adhering to SLA and KPI targets throughout incident and change management procedures. Conducted pre-migration configurations for client projects, which included preparing CE devices, configuring provider edge routers from Juniper and Cisco, and validating routing and connectivity. Engaged in the configuration and troubleshooting of WAN technologies such as ATM, MPLS, DSL, Metro Ethernet, Leased Line, and 4G/5G on Cisco and Juniper routers, performing QoS modifications and other adjustments via formal change requests. Maintained routing and security protocols, including BGP, OSPF, EIGRP, NAT, IPSec, and NetFlow across multi-vendor environments. Handled DNS, DHCP, HSRP, VRRP, VLAN, VRF, NAT, and ACL configurations and troubleshooting as part of daily operations. Managed network change requests, conducting risk assessments and coordinating with project managers for compliant implementation. Provided mentoring to junior engineers, reinforcing operational standards across the team.

Delivered remote technical support to field technicians for Cisco routers, switches, wireless controllers, as well as Juniper, OneAccess, and Alcatel network equipment across over 1,000 migrated sites. Handled a significant volume of service requests and incidents, ensuring thorough records from beginning to resolution. Clarified reported issues for enterprise customers, providing initial support and escalating when necessary. Identified and categorized types of incidents and service interruptions, keeping track of symptoms and resolutions. Configured and troubleshot CE (LAN) and PE (WAN) Cisco and Juniper provider edge routers, addressing DHCP, VLANs, NAT, ACLs, VRF, and static routing issues to secure end-to-end client connectivity. Documented complex incidents with a structured analysis for the problem management knowledge base.