Sujitha G

Network Operations Engineer with 3+ years of experience monitoring performance, availability, and health of enterprise network infrastructure in a 24×7 global NOC, operating within ITIL-aligned ITSM frameworks.

Deliver

Level 1 support for datacenter and backbone network services — incidents, alerts, configurations, and service requests via ServiceNow — while coordinating with Level 2/L3 engineering teams, partners, and vendors for escalation and resolution.

Support Active

Directory administration and Okta MFA-based identity and access management, and maintain SOPs, RCA reports, and knowledge base documentation. Comfortable in international, cross-functional teams supporting global network solutions, with full availability for rotational shifts including weekends and holidays. Strong troubleshooting, root-cause analysis, and stakeholder communication skills, proven across 200+ monthly incidents at 98% SLA compliance.

Network Analyst/NOC Engineer at Virtual Tech Gurus (VTG) (2023-02 – 2026-08)

• Monitor performance, availability, and health of 500+ enterprise network devices—routers, Layer 2/3 switches, firewalls, WAN links, VPN gateways, Windows/Linux servers, and cloud resources—in a 24×7 global NOC using Zabbix, PRTG, SolarWinds, LogicMonitor, OpsRamp, Grafana, Entuity, and Nagios.
• Deliver Level 1 support within an ITIL-based ITSM framework, managing 200+ incidents, alerts, and service requests per month through ServiceNow while sustaining 98% SLA compliance, coordinating with Level 2 engineers on escalation and resolution.
• Support Active Directory user/computer account administration and Okta MFA enrollment, verification, and troubleshooting, resolving identity and access service requests as part of Level 1 delivery.
• Perform proactive monitoring to detect and resolve faults before customer impact, partnering with engineering teams, partners, and vendors to keep global infrastructure operational.
• Troubleshoot connectivity issues across TCP/IP, DNS, DHCP, IPv4 addressing, LAN/WAN, VLANs, Routing & Switching, VPN, MPLS, OSPF, and BGP.
• Conduct Layer 1/2 diagnostics—interface status, bandwidth utilization, packet loss, latency, and routing path analysis—using Ping, Traceroute, SNMP, Syslog, NetFlow, and CLI tools.
• Monitor WAN circuits, ISP connectivity, VPN tunnels, firewall availability, and server health (CPU/memory/disk) across Windows, Linux, AWS, and Azure environments.
• Coordinate P1/P2 Major Incidents per ITIL Major Incident Management practices—escalating, leading bridge calls, and communicating with customers, vendors, ISPs, and field engineers through to resolution.
• Collaborate with an international team of L2/L3 network engineers, server administrators, and security/cloud teams on escalation, implementation, and optimization; partner with Service and Operations Managers on continuous improvement.
• Validate Windows Server, Active Directory, Linux, AWS, and Azure infrastructure through post-maintenance health checks after migrations and firmware upgrades.
• Author incident timelines, RCA reports, SOPs, knowledge base articles, and shift handover documentation aligned with ITIL/ITSM standards to support 24×7 continuity.
• Maintain proactive customer communication throughout the incident lifecycle, providing status updates through closure.

Master of Engineering in Embedded System Technologies – SNS College of Engineering (2020 – 2022)

Bachelor of Engineering in Electronics & Communication Engineering – SRIET, Coimbatore (2016 – 2020)