Headline

Escalation Engineer @ Capgemini | Email Security, Networking

About

At Capgemini (Cisco TAC), I serve as an Escalation Engineer, managing critical, high-severity customer cases and ensuring the rapid stabilization of production environments. My expertise includes troubleshooting complex SMTP mail flow issues, supporting hybrid email environments, and providing L2 support for Cisco Email Security Appliance (ESA). I focus on performing root cause analyses and documenting findings to mitigate recurring security issues. I hold a Bachelor of Technology in Electronics, and Communications Engineering from RD Engineering College. My goal is to expand my expertise in cloud and hybrid security, building on my hands-on experience with AWS and networking technologies. I am actively seeking opportunities in Cloud Support, Network Support, or Security-focused technical roles.

Location

Delhi

Work experience

Escalation Engineer at Capgemini (Cisco Tac), Aug 2024 - Present · 1 yr 11 mos, India, • Currently managing escalations to ensure timely resolution and customer satisfaction. • Actively pursuing a transition into the cybersecurity field to broaden my expertise. • Engaging in training initiatives to empower team members and enhance overall performance.

Security Engineer at Cisco TAC, Jul 2022 - Jan 2026 · 3 yrs 7 mos, Act as an escalation engineer handling high-severity and business-impacting customer cases in Cisco TAC, ensuring rapid stabilization of production environments. Provide L2 support for Cisco Email Security Appliance (ESA) for enterprise customers, owning cases end-to-end. Lead the troubleshooting of complex SMTP mail flow issues involving O365 / Exchange Online integrations and hybrid email environments. Own customer calls, provide clear technical explanations, and drive escalated cases to resolution within SLA timelines. Perform Root Cause Analysis (RCA) and document findings for recurring, critical, and customer-impacting security issues. Stepped in during outages and service-impacting events, supporting the team and coordinating resolution efforts. Perform TLS enforcement troubleshooting, including certificate validation, handshake failures, encryption policies, and secure mail delivery requirements. Investigate and resolve email authentication issues (SPF, DKIM, DMARC) impacting mail delivery and domain reputation. Possess hands-on expertise in email security, with a deep understanding of ESA architecture, policies, and message tracking. Have trained and exposure-based knowledge of Cisco WSA and VPN technologies, including understanding of core protocols, workflows, and product fundamentals. Support network-related issues involving DNS resolution, routing behavior, and firewall dependencies affecting email and security traffic.

Education

Bachelor of Technology, Electrical, Electronics and Communications Engineering, RD Engineering College

High School Diploma, Delhi International secondary school