Anil Tiwari
Rohini
Summary
Looking for a challenging position in a Professional, Visionary and Fast Paced Organization & intend to build myself to achieve the goals & to boost my carrier by enhancing my skills and strength in conjunction with company's goals and objectives. I want to see myself settled in life and work for that Organization where I can apply the knowledge gained in theory practically.
Experienced in managing Contractual KPIs of various telecom processes in reducing downtime and enhancing operational effectiveness of process. Acting as a Incident Manager (SME) for NOC Operations, ensuring smooth workflow, alarm reporting, escalations and crises management. Responsible for reports generation, performance management, coordinating with client and resources management as well. Attending regular customer service review meetings and ensuring actions are taken to secure the agreed SLAs of incidents and problems. Strong analytical, problem solving & organizational abilities; possess a flexible & detail-oriented attitude. Planning training for all team members to ensure that the levels of competence are maintained. Experienced in handling critical incidents and crises. Proficient in working on Workforce Management tool and managing various customer requests simultaneously. Worked with tier-1 customers like Telnet, Virgin Media, Liberty Global and Proximus.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Critical Incident Manager
Ericsson Global Services
02.2022 - Current
- Conducted post-incident reviews, identifying areas for improvement and refining incident management procedures accordingly.
- Trained team members on best practices for incident management, enhancing overall team performance and efficiency.
- Evaluated root cause analysis results to identify trends and implement proactive measures for future prevention.
- Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.
Incident Manager
Ericsson Global India
02.2022 - Current
- Providing ultimate Ownership and Responsibility for end-to-end Management activities for all Severity incidents & Accountable for Critical/Major Incidents from initiation through to resolution.
- Working as a central point of contact and managing all activities related to Incident Management, Change Management and Problem Management for Service Delivery including the coordination of responsible team to ensure resolution of incidents is achieved, whilst meeting agreed service levels.
- Ensuring incidents are handled to a successful resolution, minimising impact to the business and our end customers.
- Coordinating with different teams and stakeholders to ensure proper resolution as per Service Level Agreement & documenting RCA.
- Highlighting Service Improvement Processes with lessons learned management, through effective post incident reviews and problem management alignment.
- Apply ITIL standards and foundations to maintain smooth Service Delivery.
- Responsible in ensuring process integrity across all teams.
- Having weekly call with customer to present Critical/Major incident and problem tickets trend and updates on ageing tickets.
- Proactively work on issues and review client’s complaints to maintain an excellent rating status and ensure overall customer satisfaction.
- Involved in cost & manpower estimation analysis for new scope proposed for current or new project.
- Initiated and executed various automation ideas to minimize manual work and increase productivity.
- Analyses any degradation in the network impacting the business.
Incident Manager - Operations and Customer Support
Planet Cast Media Services Ltd.
09.2017 - 05.2021
- Worked as a central point of contact and managing all activities related to Incident Management and Problem Management for Service Delivery.
- Responsible for compression and CAS system configuration and system upgrade.
- Perform routine maintenance of Compression, CAS & OTT equipment.
- Involve in Planning, Procurement, design and implementation of new projects according to customer requirements.
- Working with development team for testing and implementation of new technologies required for the growth of company.
- Working domains: content acquisition (Playout, Fiber, satellite and internet), Encoding (H.262, H.264 & HEVC), delivery (Satellite, Fiber & OTT) with comprehensive security (CAS & DRM) and downlink (PIRD & STB).
- Working on complex issues faced by operations team and find out root cause with proper analysis.
- Provide technical training to operations team and prepare SOPs for smooth operations.
- Knowledge of Headend and its component.
- Handled SCTE 35 implementation on Star and Viacom 18.
Problem Manager - Satcom
NEWS NATION NETWORK Pvt. Ltd
10.2016 - 09.2017
- Worked as a central point of contact and managing all activities related to Problem Management.
- Major role in implementing new technologies & handled operations of two News channels (News Nation and News State) & primary role in creating MIS which includes department presentations, Competitor’s report, Outage reports, which helped operations team to troubleshoot problems in minimum downtime and therefore maintain the maximum uptime for the services.
- Installation and configuration of Transmitters Dejero Live+ and MVP (Mobile view point) and also responsible for important live coverages.
- Managing DSNG engineers and their shifts, troubleshoot of DSNG problems and caring of the instruments that are fitted in the OB van and responsible for the maintenance.
IT Engineer – IT & Operations
METRONATION CHENNAI TELEVISION PVT. LTD
03.2014 - 10.2016
- Operation and maintenance of C-band OB Van.
- Responsible for proper operation of LIVE U unit.
- Follow Up with vendors for replacement and repair of Faulty equipment.
- Maintenance & Preventive Maintenance of Equipment’s.
Operations and customer support engineer (Teleport and DSNG)
INDIASIGN Pvt. Ltd
08.2010 - 03.2014
- Installation of the complete RF chain comprising of Modulators, Up converters and HPA.
- Implementation of complete communication and monitoring chain from source to Antenna.
- Responsible for smooth operation of Uplink and Downlink of various MCPC channels.
- Troubleshooting- Immediate trouble shooting of any technical problem in the uplink/Transmission.
- To Send the RF Link Status and all Ok or Any Failure Report on daily basis to RF Manager and General Manager.
- Technical Support to our customers and onsite engineers.
- Follow Up with vendors for replacement and repair of Faulty equipment.
Education
B.E. - Electronics & Communication Engineering
01.2009
GPA: First Division
Diploma - Electronics & Communication Engineering
01.2006
GPA: First Division
Skills
24
undefinedHands On Skills
- 24
- 7 IT Service Delivery Management
- Knowledge Management
- Service Level Management
- SLA Management
- Defining KRA and Matrices
- Availability Management
- Capacity Management
- Incident Management
- Problem Management
- Vendor Management
- Inventory Control
- Strategic Sourcing & Contract
Key Skills
Providing ultimate Ownership and Responsibility for end-to-end Management activities for all Severity incidents & Accountable for Critical/Major Incidents from initiation through to resolution., Working as a central point of contact and managing all activities related to Incident Management, Change Management and Problem Management for Service Delivery including the coordination of responsible team to ensure resolution of incidents is achieved, whilst meeting agreed service levels., Ensuring incidents are handled to a successful resolution, minimising impact to the business and our end customers., Coordinating with different teams and stakeholders to ensure proper resolution as per Service Level Agreement & documenting RCA., Highlighting Service Improvement Processes with lessons learned management, through effective post incident reviews and problem management alignment., Apply ITIL standards and foundations to maintain smooth Service Delivery., Responsible in ensuring process integrity across all teams., Having weekly call with customer to present Critical/Major incident and problem tickets trend and updates on ageing tickets., Proactively work on issues and review client’s complaints to maintain an excellent rating status and ensure overall customer satisfaction., Involved in cost & manpower estimation analysis for new scope proposed for current or new project., Initiated and executed various automation ideas to minimize manual work and increase productivity., Analyses any degradation in the network impacting the business., Worked as a central point of contact and managing all activities related to Incident Management and Problem Management for Service Delivery., Responsible for compression and CAS system configuration and system upgrade., Perform routine maintenance of Compression, CAS & OTT equipment., Involve in Planning, Procurement, design and implementation of new projects according to customer requirements., Working with development team for testing and implementation of new technologies required for the growth of company., Working domains: content acquisition (Playout, Fiber, satellite and internet), Encoding (H.262, H.264 & HEVC), delivery (Satellite, Fiber & OTT) with comprehensive security (CAS & DRM) and downlink (PIRD & STB)., Working on complex issues faced by operations team and find out root cause with proper analysis., Provide technical training to operations team and prepare SOPs for smooth operations., Knowledge of Headend and its component., Handled SCTE 35 implementation on Star and Viacom 18., Worked as a central point of contact and managing all activities related to Problem Management., Major role in implementing new technologies & handled operations of two News channels (News Nation and News State) & primary role in creating MIS which includes department presentations, Competitor’s report, Outage reports, which helped operations team to troubleshoot problems in minimum downtime and therefore maintain the maximum uptime for the services., Installation and configuration of Transmitters Dejero Live+ and MVP (Mobile view point) and also responsible for important live coverages., Managing DSNG engineers and their shifts, troubleshoot of DSNG problems and caring of the instruments that are fitted in the OB van and responsible for the maintenance., Operation and maintenance of C-band OB Van., Responsible for proper operation of LIVE U unit., Follow Up with vendors for replacement and repair of Faulty equipment., Maintenance & Preventive Maintenance of Equipment’s., Installation of the complete RF chain comprising of Modulators, Up converters and HPA., Implementation of complete communication and monitoring chain from source to Antenna., Responsible for smooth operation of Uplink and Downlink of various MCPC channels., Troubleshooting- Immediate trouble shooting of any technical problem in the uplink/Transmission., To Send the RF Link Status and all Ok or Any Failure Report on daily basis to RF Manager and General Manager., Technical Support to our customers and onsite engineers., Follow Up with vendors for replacement and repair of Faulty equipment.
Personal Information
- Date of Birth: 1985-04-07
- Marital Status: Married
Timeline
Critical Incident Manager - Ericsson Global Services
02.2022 - Current
Incident Manager - Ericsson Global India
02.2022 - Current
Incident Manager - Operations and Customer Support - Planet Cast Media Services Ltd.
09.2017 - 05.2021
Problem Manager - Satcom - NEWS NATION NETWORK Pvt. Ltd
10.2016 - 09.2017
IT Engineer – IT & Operations - METRONATION CHENNAI TELEVISION PVT. LTD
03.2014 - 10.2016
Operations and customer support engineer (Teleport and DSNG) - INDIASIGN Pvt. Ltd
08.2010 - 03.2014
Board of Technical Education Delhi - Diploma, Electronics & Communication Engineering
Rajasthan University - B.E., Electronics & Communication Engineering