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Niraj Shah

@nirishah

Technical support and operations leader at Radisys, guiding global 24×7 support for carrier-grade telecom platforms and a team of 9–10.

India

Message

At Radisys India Limited, I lead global support operations for carrier-grade telecom platforms, including SIP/VoIP, IMS, Media Servers, and CPaaS. I manage a globally distributed team of 9–10 technical support professionals and oversee 24×7 L2/L3 support, SLA compliance, and service delivery for strategic customers.

I lead incident, problem, and escalation management, coordinating cross-functional response, Root Cause Analysis, and corrective actions. I also work with Engineering, R&D, QA, Product Management, and IT to address recurring field issues and improve product reliability.

Earlier at Radisys, I provided L2/L3 production support and troubleshot signaling and media issues using log analysis, Wireshark, and tcpdump. My experience also includes telecom product support at Avaya and Matrix, and design, testing, and implementation work at Sai InfoSystem and DP Technologies.

Experience

Work history, roles, and key accomplishments

Current

Sr. Manager – TAC (Customer Support/Operations)

Current

Radisys India Limited

Jul 2022 - Present (4 years 4 months)

Provide strategic and technical leadership for global customer support operations covering carrier-grade telecom platforms and services. Lead a globally distributed team of 9-10 technical support professionals, ensuring SLA compliance, KPI achievement, and customer satisfaction.

SIP VoIP IMS Media Servers CPaaS Kubernetes OpenShift Linux Salesforce Jira Incident Management Problem Management Escalation Management Root Cause Analysis Customer Relationship Management Team Leadership Service Delivery Governance

Staff / Lead / Senior Support Engineer

Radisys India Limited

Nov 2015 - Jun 2022 (6 years 7 months)

Provided L2/L3 production support for telecom and media platform products, owning incidents end-to-end until resolution while ensuring strict SLA compliance. Troubleshot complex SIP, RTP/SDP, and media path issues using log analysis and packet captures.

SIP VoIP IMS SBCs Media Servers Kubernetes Linux Wireshark Tcpdump TCP IP DNS DHCP VLAN Routing NAT Firewalls VRRP SNMP ICMP SSH HTTP MSML MSCML Salesforce Jira Root Cause Analysis Customer Training

Back-Bone Engineer (SME)

Avaya

Nov 2014 - Oct 2015 (11 months)

Provided remote post-sales support for Avaya SMB hardware platforms and applications, including IP Office, Contact Center, and Voicemail systems. Supported installations, configurations, upgrades, and migrations through problem isolation and resolution.

IP Office IP PBX Contact Center Voicemail Avaya One X DECT IP phones Troubleshooting Technical Support Customer Training

Technical Support Engineer (Telecom)

Matrix (Telecom and Security)

May 2013 - Oct 2014 (1 year 5 months)

Provided technical support on installation, programming, and troubleshooting of Matrix telecom products. Conducted interoperability testing with Asterisk, FreePBX, Elastix, and Allworx servers, and provided training to channel partners and field engineers.

Asterisk FreePBX Elastix Allworx IP PBX Gateway Troubleshooting Technical Training Interoperability Testing Documentation

Design & Development Engineer

Sai InfoSystem (SIS) Pvt. Ltd.

Dec 2010 - May 2013 (2 years 5 months)

Worked on IP phones, SIP-based PBX, Cisco CUCM, and provisioning solutions. Conducted hardware/software testing and quality assurance, handled tender projects for government agencies, and performed ISO & CMMI audits.

IP phones SIP PABX Cisco Unified Communications Manager (CUCM)Provisioning Testing Quality Assurance ISO CMMI Documentation

Product Engineer

DP Technologies Pvt. Ltd

Aug 2009 - Dec 2010 (1 year 4 months)

Implemented Avaya IP Office EPABX systems and voice networking solutions. Worked on unified communication integration with Exchange Server and delivered technical pre-sales and post-sales support.

IP Office E PABX Voice Network Engineering Unified Communications Exchange Server Pre Sales Post sales Support