Sarthi Kochar
Brisbane
Summary
Experienced professional with understanding of business processes, technical knowledge, and effective communication skills to work in a team-based, client focused environment. ITIL Certified with 8+ years of industry experience.
Overview
10
10
years of professional experience
Work History
Process Support Coordinator
Telstra
10.2023 - 12.2024
- Staying updated on changes and new offerings to provide accurate information to enterprise customers
- Drive technical closing/transition of the IT services as well as identification and development of new business services like SIP, IPT, NBN Voice, Data/IP, WAN and PSTN services
- Handle incidents, new changes in the network raised by enterprise customer and SLA adherence & compliance with monthly reporting
- Handle escalation/complex issues, enable incident management process with timely updates to all stakeholders and updating customer records
- Involved in technical closing/transition of project as well as identification and development of new business cases including tools and processes
- Coordinate with Procurement and Asset Management teams to resolve customer escalations and queries
- Manage enterprise customer inquiries/disputes related to service chargeability, or transactions related to the technical services provided
- Responsible for seamless connectivity of the services and Undertake IT moves/add changes request
- Processes requests for changes (RFC) and ensures that these are classified and prioritized based on importance, impact, and complexity
- Coordinate with client, cross-functional teams and third-party vendors to maintain network stability
Technical specialist (Incident Manager & Project Coordinator)
HCL TECHNOLOGIES Ltd.
10.2021 - 05.2023
- Collaborate with global project resources, onboard them with technical architects and SMEs to align technical design/solution to project requirements to provide support and build strong relationships with the customer’s operational teams
- Handle incidents, new changes and implementation in the cloud and on-premises network environment involving WAN/LAN, CUCM/CUC configuration changes (IPT), wireless network setup with wireless LAN controllers and access points
- Manage 3rd party vendor and field support involvement by defining incident process flow and discussion on their OLA’s through weekly/monthly calls
- Lead major P1/P2 outage calls, escalations, timely updates to all stakeholders throughout the life incident and to enable incident management process and assisting with an analysis of their incident after resolution
- Proactively Identify and collaborate on issues that need to be escalated to Problem management and attend collaboration meetings
- Collaborate with Problem team on complex issues to collect data for RCA/MPRs where analysis of situations requires in-depth evaluation of factors
- Represent Global CAB, weekly/Daily meetings with appropriate tracking, defined and formalising a global standard for compliance
- Help develop change policies to implement changes to production IT environment, include risk analysis/mitigation, technical documentation, communication plans, implementation/back-out plans, change calendar and document changes to scope and costings
- Build a strong partnership with the client by ensuring proactive discussions and recommendations on client’s current and future goals
- Ensure to represent the Project achievements and challenges with Weekly Dashboards and Monthly Reviews
- Conduct incident audits/skill gap analysis to understand the level and performance of resource and share feedback, growth path on improvements
- Deliver technical and process trainings, automated processes and to develop knowledge articles repository on common & complex issues
Incident Management Professional
British Telecom (BT) Group
12.2015 - 10.2021
- Configuration, administration and troubleshooting of IPT, LAN/WAN, Wireless deployments
- Provide technical and process in activities like bandwidth upgrade, IOS upgrade in Switches/Routers and WLC, device refresh, WLAN guest access setup, simple changes like SSID configuration, AP addition, etc
- Lead major P1/P2 outage calls, escalations, timely updates to all stakeholders and day-to-day operation of the incident management process
- Transition various accounts and work with project team to execute testing/ORT, documentation for new transformations in the production environment as part of HOTO (Handover to Operations) and perform risk analysis on major implementations and educate team on rightful ownership of risk
- Conduct post Incident Reviews and provide detailed RCA insights on escalated/critical incidents and prioritize incidents to identify their causes for proactive prevention
Subject Matter Expert (SME)
British Telecom (BT) Group
08.2017 - 07.2020
- Handle multiple accounts and act as shift lead for Network Command center and Technical 24x7 Service Desk
- Experience in troubleshooting and fault/problem resolution on the issues related to Cisco IPT, Wireless, LAN/WAN and network security
- SLA adherence & compliance with monthly reporting
- Keep track of information, escalation and coordination of new changes and implementation tasks
- Assess risk and closely work with ServiceNow administrator for CMDB monitoring coverage of configuration Items and ensure services are in place
GTE/Network Engineer
British Telecom (BT) Group
12.2015 - 07.2017
- Hands on practice on Cisco Unified Communications Manager (CUCM), Voice Gateway, Cisco Unity Connections (CUC) and LAN/WAN Network
- Coordinate with client, cross-functional teams and third-party vendors to troubleshoot issues related to call routing, IP Phones, CIPC and VLAN
- Understanding on ISDN, T1/E1, Static Routing, Dynamic Routing (BGP, OSPF) and work with telecom service providers to rectify and resolve circuit issues
Business Support System (BSS) Field engineer
HTIS PVT. LTD.
07.2014 - 11.2014
- Maintenance & troubleshooting of BSS network especially Base Station Controller (BSC), Base Transceiver Station (BTS) and WAN Networks
- BTS and transmission troubleshooting and fault/problem rectifications of Microwave Links (TN-Ericsson)
Education
Bachelor of Technology - Computer Science
MDU University
India06.2013
Senior Secondary education - ICSE
St. Xavier’s Sr. Sec. School
Sirsa01.2008
Skills
- Cisco Wireless
- ServiceNow
- CUCM / CUC
- VMware
- Cisco Prime (CPI)
- Office 365
- Smarts Monitoring
- Expedio
- NGSD
- Splunk
- Microsoft office suite
- SolarWinds
- Cherwell Ticketing
- SharePoint
- Amazon Web Services (AWS)
- Jira
- Microsoft Visio
- Smartsheet
- Salesforce
Languages
- English
- Hindi
Achievements And Trainings
- ITIL V4 Foundation certified
- AWS Cloud Practitioner and AWS Cloud – Solutions Architect Associate trained
- CCNA 200-301 certified
- Successfully completed MIM (Major Incident Management) and Cloud training program conducted by British Telecom
- Appointed as central point of contact between Operations and Project team for technical delivery projects while working with British Telecom
- Recognized by customer for my leadership in reducing incident resolution time by 30% through process optimization and automation
- Recognized by higher management on successfully coordinating IPT network transformation project which resulted in a 40% increase in network stability, including overseeing network design, equipment procurement, installation, configuration, and testing
Timeline
Process Support Coordinator
Telstra
10.2023 - 12.2024
Technical specialist (Incident Manager & Project Coordinator)
HCL TECHNOLOGIES Ltd.
10.2021 - 05.2023
Subject Matter Expert (SME)
British Telecom (BT) Group
08.2017 - 07.2020
Incident Management Professional
British Telecom (BT) Group
12.2015 - 10.2021
GTE/Network Engineer
British Telecom (BT) Group
12.2015 - 07.2017
Business Support System (BSS) Field engineer
HTIS PVT. LTD.
07.2014 - 11.2014
Bachelor of Technology - Computer Science
MDU University
Senior Secondary education - ICSE
St. Xavier’s Sr. Sec. School