BAIBHAV KUMAR

Maxis Communications, Malaysia
Jan 2020 – Sep 2021

• Managed end-to-end incident lifecycle in a large telecom environment supporting mobile, broadband, and enterprise services.
• Handled Major Incidents (P1/P2) ensuring restoration of critical services within SLA timelines.
• Monitored incident queues, performed initial analysis, and assigned tickets to appropriate resolver groups.
• Engaged stakeholders (network teams, application support, field engineers) for fast resolution.
• Generated incident trend analysis reports and provided insights to reduce recurring issues.
• Participated in post-incident reviews and documented Root Cause Analysis (RCA).
• Contributed to improvements in incident management processes aligned with ITIL best practices.

NTT Ltd., Global Delivery Center, Malaysia
Oct 2021 – October 2024

• Worked in a multi-client ITIL-based environment managing incidents across diverse IT infrastructures.
• Monitored ServiceNow queues for high-priority incidents and coordinated rapid response teams.
• Ensured prompt communication with clients and stakeholders during critical incidents.
• Performed impact analysis and provided timely updates during incident bridges/calls.
• Prepared incident reports and metrics for client reporting and internal process improvements.
• Supported Problem Management by identifying recurring incidents and contributing to RCA documentation.
• Trained junior analysts in incident logging, escalation protocols, and communication standards.
• Project Highlights.
• Successfully handled a Major Incident for Maxis mobile core network outage impacting 2 million users; coordinated recovery efforts and ensured service restoration within 3 hours.
• Led incident response for a security breach at NTT affecting multiple client accounts, mitigating risk through coordinated actions with security and infrastructure teams.
• Implemented improvements in incident ticket categorization in Maxis, reducing misrouted tickets by 25%.
• Contributed to the development of incident management SOPs at NTT, improving Mean Time to Resolution (MTTR) by 15%. SLA reports and process related documents