Manju Prasad

I am a results-oriented Technical Priority Engineer with 3.5 years of experience in application and production support for NICE Engage (hosted and on-premises) and NIM recording platforms. I specialize in cloud infrastructure management on AWS and NICE CXOne platforms and hold NSCE and Nice Sentinel certifications.

In my current role I support and maintain the Engage hosted product, respond to proactive tickets under SLA, and troubleshoot level 2 and level 3 recording and application issues to ensure high availability. I analyze logs for root-cause investigations, perform application server health checks, and produce daily metric reports.

I collaborate regularly with R&D, Network, Server, Database, and DevOps teams to meet business needs and maintain operational documentation including incident tracking and run-books. I am proficient in SSL certificate management, Engage installation (SRT & NDM), and provide on-call support during non-prime hours.

Previously I provided tier-1 support for NIM and Engage, worked on PBX integrations (Cisco, Avaya, Genesys), media encryption, client communications, basic MSSQL management, and used tools such as ServiceNow, Wireshark, Sentinel, and Power BI to troubleshoot and report issues.