Sunil Pahal

Provided expert L2 technical support as primary escalation point for critical platform issues on Nokia's largest North American customer account, delivering troubleshooting, performance analysis, ticket handling, and timely resolutions with clear communication across L1-L4 teams, R&D, and stakeholders.

Acted as Incident Manager monitoring, coordinating, and driving resolution of escalated incidents per ITIL practices (FM, IM, CM), while rigorously tracking SLAs, conducting customer-facing status meetings, and ensuring transparency for C-level reporting.

Generated detailed Salesforce reports, dashboards, KPIs, and incident trend analyses for senior leadership and customers, prioritizing by severity and producing actionable insights for continuous improvement

Managing customer relationships related to technical support, serving as the primary escalation point for Support Engineers to remove blockers and facilitate issue resolution

Collaborating closely with cross-functional teams 3LS/4LS, R&D, PLM and customer stakeholders to identify pain points and communicate feedback for continuous product improvement

Conduct full lifecycle RCA for outages, prepare outage reports, and drive corrective and preventive actions.

Generating detailed reports from CRM systems (Salesforce) on open customer cases for senior management and customers during scheduled status calls, ensuring all issues are prioritised and addressed.

Monitoring Service Level Agreements (SLAs) rigorously, conducting regular customer-facing status meetings, and providing timely updates to maintain transparency and trust

Mentor support engineers to elevate troubleshooting depth, reduce escalations, and strengthen platform knowledge.

Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems related to Redhat Linux, router, TCP/IP networking, Oracle RDBMS, SQL, Application, Data replication reported by customers. Escalate to the subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.