Team Lead, Production Support (Onsite UK & Offshore) - Tech Mahindra Ltd. - Bristol, UK & Pune, India
(2017-01 - 2021-12)
Led a team of 5 across offshore (L2) and onsite (L1) production support for BT's Switch Manager platform, supporting residential and business telecom services (PBX, ISDN, PSTN, number portability, call barring). Client: British Telecommunications (BT)
- Owned incident response and escalation for critical production issues, coordinating across network, application, and client teams to minimize downtime.
- Set up proactive monitoring (Nagios, Splunk) to catch issues ahead of customer impact and identified recurring tasks for automation.
- Ran trend analysis on incident reports to surface root causes and drive long-term fixes, reducing repeat incidents by 30%.
- Managed and prioritized incident tickets in ServiceNow (SNOW), maintaining SLA compliance of 95% and communicating status clearly to non-technical stakeholders.
- Supported infrastructure change management, ensuring changes followed governance processes (HP Quality Centre).
- Mentored support staff on process and documentation standards.
- Nominated by BT for the "Rising Star" and "Face 2025" Strategic Pillar Awards (Core Voice & All IP) for onsite leadership.
Production Support Engineer, L3 & IVVT Lead - Tech Mahindra Ltd. - Pune, India
(2014-01 - 2017-12)
Client: British Telecommunications (BT)
- Diagnosed and resolved live production issues end-to-end, replicating defects in test environments and coordinating fixes with application developers.
- Led IVVT (integration verification & validation testing) support, monitoring deployment and dress-rehearsal activity ahead of production releases.
- Logged and tracked defects (JIRA/FIR Manager) through resolution, partnering with development teams on upcoming releases.
- Took proactive ownership of root-cause analysis for recurring production issues.
QA Tester - Tech Mahindra Ltd. - Pune, India
(2010-01 - 2014-12)
Client: British Telecommunications (BT)
- Authored test plans, strategy documents, and High/Low-Level Test Documents (HLTD/TD) for BT's Switch Manager platform, reviewed by test managers and leads.
- Designed and executed functional, regression, integration, and end-to-end test cases across multiple environments within release timelines.
- Ran sanity testing of regression suites each release cycle, combining manual coverage with basic automation (HP QTP).
- Estimated testing effort for new requirements and tracked delivery details in BT Storm.
- Flagged scalability issues pre-production and contributed testability feedback during design reviews.
- Mentored new team members on sanity testing methods and BT-standard QA processes.
