Nelli Aravind | Network Support Engineer – Fixed Broadband, IPTV & OTT

How I take ownership of an issue

Log itEvery issue is recorded in the CRM with accurate data, so nothing is lost.
Check itI run first-level checks on IP addressing, DHCP, DNS, PPPoE and RADIUS.
Escalate it with findingsIf the issue needs a specialist, I hand it to the right network team with what I have already checked.
CoordinateI work with internal teams and partners so the issue is resolved within the committed timeframe.
Report on itI keep ticket status updated within SLA and prepare daily, weekly and monthly reports.

Current role: Engineer, Networking (Client Support and Operations), Lytus Sri Sai Networks Pvt Ltd
Experience: 2+ years in L1/L2 application and network support for IPTV, OTT and fiber broadband
Certification: EC-Council Certified Ethical Hacker (CEH)
Education: B.Tech, Mechanical Engineering, JNTU College of Engineering, Kakinada (2023)
Location: Hyderabad, India
Availability: Immediate joiner. Open to rotational shifts, including night shift (9 PM to 6 AM IST).
Languages: English (fluent, spoken and written)

Lytus Sri Sai Networks Pvt Ltd | January 2025 to present

Technical Support SPOC Lead for IPTV and fiber broadband/DSL tickets on a large-scale ISP/FTTH project (T-Fiber Grid, Corpus), resolving tickets within agreed SLAs.
L1/L2 support with first-level checks on IP addressing, DHCP, DNS, PPPoE and RADIUS before escalating to specialist network teams.
Log, track and update tickets in OneRadius, Corpus, Total View CRM, Sugar CRM, MQ CRM and H8 CRM.
Coordinate with internal teams and partners to resolve technical issues within committed timeframes.
Prepare daily, weekly and monthly reports on active and inactive customers, and work with operational dashboards.
Join client meetings and product demonstrations as business analyst, capturing requirements and explaining solutions clearly.
API integration and JSON verification for IPTV/OTT partner platforms, including DRM Corpus, DRM middleware Corpus and bundler platforms (OTTplay, Playbox, Watcho Partner).
IPTV operations: channel and logo addition, partner creation and partner mapping.
Server installation, IP address assignment, IP pool creation, CDN configuration and repository deployment with GitHub.

Bissi Yaazi Technology (Payzo) | December 2023 to May 2024

Application and production support: diagnosed playback failures, login/OTP failures and session issues with clients over chat, email and calls.
Used DNS, Ping, NSLookup, Traceroute and API/JSON analysis to investigate and resolve tickets within SLA.

Lytus Technologies | about 21 months

Built foundational experience in technical troubleshooting, client communication and support documentation.

Service assurance: L1 support, L1/L2 troubleshooting, trouble ticket management, SLA tracking, escalation handling, remote support, email and chat support
Networking: DHCP, DNS, PPPoE, RADIUS, VLANs, GPON/EPON, FTTH, IP address assignment, IP pool creation, Winbox, PuTTY and Telnet, Nmap, Ping, NSLookup, Traceroute
IPTV and OTT: Bundler platforms (OTTplay, Playbox, Watcho Partner), DRM Corpus, DRM middleware Corpus, CDN configuration, API integration support, JSON verification
CRM tools: OneRadius, Corpus, Total View CRM, Sugar CRM, MQ CRM, H8 CRM
Servers and systems: Server installation, Linux, Ubuntu, Kali Linux, Windows, macOS, GitHub
Reporting: Dashboards, daily/weekly/monthly reports, client meetings, product demonstrations, business analysis

I am open to network support, service assurance and technical support roles.