Headline

Senior Technical Support Engineer@Tech Mahindra || EX- BT Group (Openreach) || 2+ Years UK Telecom Experience

About

Currently working as Senior support engineer at Tech Mahindra, where I analyse workflows, conduct root cause analysis, manage stakeholders, and drive process improvements across UK fibre rollout operations. I bring a methodical, analytical approach to identifying inefficiencies, translating business requirements, and ensuring service excellence across cross-functional teams. Previously, I worked at BT Group(Openreach) for 1.8 years in fibre network delivery — focusing on network planning, field survey analysis, co-ordinated with local governments and UK vendors, and SLA-driven execution. My professional journey has developed strong capabilities in process analysis, requirements gathering, stakeholder engagement, and data-driven decision making. ⭐ Key strengths: Requirements Gathering & Documentation Process Mapping & Analysis Root Cause Analysis (RCA) Stakeholder & Client Management SLA Monitoring & Reporting Network Planning Troubleshooting Cross-functional Team Coordination Domain Knowledge: ITIL V4-Continioul improvement model | MS-365 | SQL | Microsoft Azure- VMs, Azure Resource Management (AZ-900 – In Progress) | Incident Management | Telecom Network Planning 🚀 I am actively seeking opportunities as a Business Analyst or Process Analyst where I can apply my operational experience, analytical mindset, and process improvement skills to deliver meaningful business outcomes.

Location

Pune District

Work experience

Senior Technical Support Engineer at Tech Mahindra, Jul 2025 - Present · 1 yr, Pune District, Maharashtra, India, •Serve as the primary client point of contact for ongoing application and database performance issues, delivering weekly status read-outs and presentations to senior stakeholders. • Monitor application performance using APM tools tracking CPU, memory, queue length and I/O metrics to proactively detect and prevent service degradation. • Conduct Level 2 analysis and troubleshooting of complex application and database performance incidents, driving resolution in a 24×7 rotational shift environment. • Identify recurring issues, convert them into structured alerts, and establish operational workflows with operations teams to consistent resolution across the client base. • Prepare and maintain technical and operational procedure documentation and `participate in daily/weekly technical and leadership calls to report progress and drive improvements. • In my current role I regularly act as the bridge between technical teams and business stakeholders. I own communication, track issue progress, provide updates, and ensure incidents move toward resolution. • Identified opportunities to improve working processes within the customer service function, driving efficiency gains and contributing to a continuous improvement culture.

Associate Network Engineer at BT Group, Dec 2024 - Jul 2025 · 8 mos, Kolkata, West Bengal, India · Hybrid, •Worked on workflow management tools like NGWFMT, ORSM to plan fibre network delivery, raise survey and documentation for field engineers’ safety and collaborate with various local council to arrange traffic controls in UK streets. •Experienced in managing and maintaining infrastructure data within Openreach’s Network Inventory system, managed a high volume and complex cases consistently with quality and exceeding service level agreements (SLAs). •Reports to be published like SOD and EOD to allocate work distribution within team. •Manage and communicate with stakeholders to complete their ad hoc urgent requests and remove project obstacles. •Contributed to team growth by training and buddy up session to new peers and sharing best practices.

Trainee Associate Engineer at BT Group, Dec 2023 - Dec 2024 · 1 yr 1 mo, Kolkata, West Bengal, India · Hybrid

Education

B.Tech, Electrical Engineering, Meghnad Saha Institute Of Technology(MSIT)