ASHWANI KUMAR PAL
Incident and Problem Manager
Noida
Summary
Professional with more than 6 year experience in managing IT and network incidents and ensuring business continuity. Skilled in problem-solving, crisis, problem and change management. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in ITIL frameworks, root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Incident and Problem Manager
Ericsson India Pvt. Ltd.
Noida
01.2020 - Current
- Expanded business by independently defining and implementing the role and scope of Network Incident Manager contributing to financial benefits.
- Traveled to Belgium twice for on-site support and collaborated closely with customers and stakeholders.
- ITIL certified, with a deep understanding of incident, problem, and change management.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Developed and maintained incident management documentation, ensuring consistency and readiness for future incidents.
- Monitored incident trends using PowerBi and performed root cause analysis, driving continuous improvement initiatives.
- Deep understanding of SQL and dashboard reporting using PowerBi contributing to continuous service improvement.
Automated Operations Engineer
Ericsson India Pvt. Ltd.
Noida
3 2019 - 01.2020
- Experienced in managing network operations for multiple international clients.
- Involved in multiple projects and contributed to two successful project transitions and go-lives.
- Strong communication and stakeholder management skills, ensuring a positive customer experience.
- Hands-on experience with multiple network monitoring and ITSM tools.
Education
B.Tech. - Electronics And Communications Engineering
Ajay Kumar Garg Engineering College
Ghaziabad 06.2014 - 06.2018
Skills
Incident Management
ITIL Knowledge
Service Management
Change Management
Problem Management
SQL
PowerBi
Stakeholder Management
Technology monitoring tools
Teamwork and Collaboration
Multi-tasking
Time Management
SLA management
Certification
ITIL v4
Accomplishments
- Led the introduction of a new scope for Fixed Incident Managers, securing a contract extension and 3 additional roles with tangible business and financial benefits.
- Successfully led the resolution of over 200 high-priority incidents, significantly reducing downtime and improving service reliability.
- Enhanced incident response times by 40% through the implementation of efficient incident management processes and tools.
- Achieved a 98% incident resolution rate within SLA targets by coordinating effectively with cross-functional teams.
- Spearheaded the development and execution of comprehensive incident management training programs for staff, resulting in improved team performance.
- Introduced a root cause analysis process that identified and mitigated recurring issues, leading to a 30% reduction in future incidents.
Timeline
ITIL v4
01-2023
Incident and Problem Manager
Ericsson India Pvt. Ltd.
01.2020 - Current
B.Tech. - Electronics And Communications Engineering
Ajay Kumar Garg Engineering College
06.2014 - 06.2018
Automated Operations Engineer
Ericsson India Pvt. Ltd.
3 2019 - 01.2020