Sudhir Baswa

Customer Success – Data Center Operations Engineer at Nxtra Data Ltd. (Bharti Airtel) (2018-09 – Present)

Incident Management: Led cross-functional engineering teams (Network, Power, HVAC) during critical P1/P0 outages to ensure rapid Mean Time to Resolution (MTTR) for Tier-1 Global ISPs including AT&T, Verizon, British Telecom, Vodafone, Orange and Telstra
SLA Compliance: Monitored and maintained strict 99.999% uptime SLAs for global telecom infrastructure, consistently achieving zero financial penalty breaches over an 8-year tenure.
Stakeholder Communication: Authored comprehensive Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) reports for global ISPs, maintaining 95%+ Customer Satisfaction (CSAT) scores post-incident.
Escalation Path: Served as the primary 24/7 technical escalation point for critical carrier-hotel and meet-me-room (MMR) connectivity issues impacting global routing fabric.

ISP Operations Engineer at TeamLease Services (Bharti Airtel) (2016-10 – 2018-09)

ISP installation, fiber splicing, OTDR testing, router/switch/ONT installation, PM/CM, fault restoration and NOC coordination.

OFC & Utility O&M Engineer at Reliance Communications Group (2010-01 – 2016-06)

Organizations: Reliance Integrated Services, Alcatel-Lucent Managed Services, Essjay Ericsson.

OSP operations, OFC deployment, transmission, power infrastructure, preventive maintenance, vendor coordination and reporting.

Plant Maintenance Engineer at Hindustan Aeronautics Ltd. (2005-07 – 2007-06)

PLC/electronics maintenance, breakdown analysis, preventive maintenance, calibration and shift supervision.

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