NTT Data.

About Current Role

• Managed high-priority operational queues (SVR, ICM, PBM) for 10+ customers, triaging service requests, incidents, and problems while maintaining >99% SLA compliance and ensuring uninterrupted service delivery across enterprise environments.

• Led end-to-end troubleshooting of complex network security incidents, performing root cause analysis and implementing permanent fixes, reducing repeated incidents.

• Actively participated in escalation bridges and MIM calls, enabling rapid fault isolation and restoration of critical services within defined RTO targets.

• Conducted proactive health monitoring of firewalls, proxies, and servers, identifying performance degradation early and preventing outages for business-critical systems.

• Monitored infrastructure utilization and provided capacity planning insights that supported scaling decisions and prevented resource exhaustion.

• Ensured integrity of automated backup systems, resolved failures, executed manual recoveries when required, onboarded devices to BackBox, and maintained backup storage hygiene to guarantee recoverability.

• Planned and executed large‑scale firmware upgrades, emergency patches, and quarterly/biannual maintenance cycles across the security infrastructure, ensuring vulnerability remediation, minimal downtime, and strict adherence to approved maintenance windows.

• Coordinated with OEM vendors including Cisco, Palo Alto Networks, and Fortinet for advanced troubleshooting, bug validation, and resolution of complex issues.

• Performed vulnerability assessments, firewall rule reviews, and compliance audits, strengthening security posture and aligning configurations with industry best practices.

• Implemented standardized hardening baselines across environments, reducing attack surface and improving audit readiness.

• Managed complete device lifecycle activities including EOL/EOS tracking, stakeholder communication, secure decommissioning, and RMA coordination to maintain infrastructure reliability.

• Reviewed vendor advisories and release notes to assess patch stability, mitigating deployment risks and avoiding production disruptions.

• Managed change lifecycle activities including risk assessment, implementation planning, CAB presentations, and execution of approved changes within defined windows.

• Generated executive-level reports on vulnerability status, patch compliance, capacity trends, and operational KPIs for Service Delivery Managers and leadership stakeholders.

• Conducted periodic access reviews to enforce least-privilege principles and strengthen governance across privileged accounts.

• Delivered regular client communications including daily operational updates and monthly governance presentations highlighting risks, improvements, and service performance.

• Developed Work Instructions, runbooks, and Knowledge Base documentation to standardize processes and improve team efficiency and onboarding.

• Led Knowledge Transfer (KT) sessions and provided technical mentorship to junior engineers, enhancing team capability and reducing resolution times.

• Maintained license and certificate renewals, ensuring continuous operation of security services and preventing compliance gaps.

• Performed bug scrubbing, vendor coordination, and pre-deployment validation to ensure stability of upgrades and minimize post-change incidents.

• Supported new device onboarding, transition activities, and integration into monitoring and backup platforms to ensure operational readiness.

• Responded to ad hoc business-critical tasks and security events, prioritizing activities to meet organizational objectives.