Josderson M
Chennai,India
Summary
Senior Incident Management and IT Service Management professional with 19 years of experience overseeing critical production environments and high-severity incidents in 24x7 settings. Expertise in Major Incident Management, ITIL/ITSM, and service restoration. Skilled in leading cross-functional teams through structured troubleshooting and recovery, ensuring effective communication with stakeholders. Proficient in incident trend analysis, operational dashboards, and continuous service improvement.
Overview
3
3
Languages
1
1
Certification
19
19
years of professional experience
Work History
Incident Analyst – TAC
RELIANCE JIO INFOCOMM LTD
06.2023 - Current
- Own the end-to-end lifecycle of high-severity and critical production incidents, from detection and triage through service restoration and closure.
- Lead incident coordination across multiple technical teams, ensuring appropriate ownership, escalation, communication, and timely resolution.
- Act as the central coordination point during Major Incident / War Room activities.
- Assess business and customer impact and establish incident priorities based on severity, urgency, and service impact.
- Drive technical teams toward resolution while maintaining focus on SLA commitments and service restoration.
- Provide regular incident updates to stakeholders covering impact, actions taken, risks, ETA, recovery progress, and resolution.
- Coordinate with engineering, operations, infrastructure, vendors, and other SMEs during complex production incidents.
- Drive Root Cause Analysis (RCA) and track corrective and preventive actions for recurring and high-impact incidents.
- Identify incident trends and recurring failure patterns and recommend proactive improvement actions.
- Coordinate production changes, upgrades, migrations, maintenance activities, and post-change validation.
- Review implementation risks, service impact, rollback strategies, and operational readiness for production activities.
- Prepare executive dashboards, operational reports, incident metrics, and management updates.
- Support continuous improvement through process standardisation, automation, documentation, and operational governance.
Service Management & System Analyst
HUAWEI TECHNOLOGIES
01.2018 - 03.2023
- Managed Incident, Problem and Service Management activities in accordance with ITIL-based processes.
- Coordinated high-priority production incidents and ensured effective escalation and stakeholder communication.
- Led cross-functional teams through incident troubleshooting, recovery, service restoration, and closure.
- Managed incident queues, priorities, escalations, SLA performance, and operational KPIs.
- Conducted RCA and problem management for recurring and business-critical incidents.
- Identified recurring incident patterns and worked with technical teams to implement permanent corrective actions.
- Supported service governance through KPI analysis, operational reviews, dashboards, and management reporting.
- Coordinated with geographically distributed engineering, operations, customer, and vendor teams.
- Supported service transition, production deployment, maintenance, and change activities.
- Improved operational workflows through process standardization and service management optimization.
- Prepared RCA reports, SOPs, operational documentation, service reports, and management presentations.
NOC Incident Lead
AIRCEL PROJECT
10.2015 - 12.2017
- Led Major Incident Management for critical production service disruptions in a 24x7 operational environment.
- Established and managed incident bridges/war rooms involving multiple technical teams and vendors.
- Coordinated technical SMEs and drove rapid troubleshooting and service restoration.
- Prioritized incidents based on customer and service impact.
- Managed escalations and ensured timely engagement of appropriate resolver groups.
- Provided customer and executive-level communication throughout major incidents.
- Conducted post-incident reviews and supported RCA and preventive action tracking.
- Monitored operational KPIs and incident trends to identify service improvement opportunities.
- Coordinated production activities with strong focus on service continuity and customer experience.
Incident & Problem Management / Service Operations Roles
NOKIA / VIDEOCON / NSN
09.2007 - 10.2015
- Supported 24x7 production operations, incident management, problem management, and service assurance.
- Managed technical escalations and coordinated multiple resolver teams for service-impacting issues.
- Performed incident investigation, KPI analysis, service health monitoring, and operational reviews.
- Supported RCA, corrective actions, preventive actions, and operational documentation.
- Coordinated vendor activities and ensured timely resolution of operational issues.
- Supported change implementation, maintenance activities, capacity planning, and service optimization.
- Participated in audits, governance reviews, operational reporting, and continuous improvement initiatives.
Education
Bachelor of Engineering (B.E.) - Electronics & Communication Engineering
Anna University
Chennai01-2007
Skills
- Major Incident Management
- Incident Management
- Problem Management
- Production Incident Management
- Service recovery
- Incident Command & War Room Management
- Business Impact Assessment
- SLA / KPI management
- Escalation Management
- Root Cause Analysis (RCA)
- Corrective & Preventive Actions (CAPA)
- Change & Release Management
- Risk & Impact Assessment
- Continuous Service Improvement
- Incident Trend & Problem Analysis
- Operational Governance
- Vendor & Third-Party Management
- Process Standardization
- Service Reporting & Dashboards
Key Achievements
- Best Employee Awardee – Recognized for outstanding performance, consistent ownership, quality delivery, and excellence in assigned responsibilities, contributing significantly to overall operational and business objectives.
- Service Availability & Stability – Proactively identified potential network risks and performance bottlenecks, enabling preventive actions that improved network stability and minimized customer-impacting issues.
- Operational Excellence – Streamlined operational processes and introduced structured monitoring and follow-up mechanisms, resulting in faster issue identification, improved response times, and enhanced operational efficiency.
- Cross-Functional Leadership – Demonstrated strong coordination with NOC, Operations, Planning, Engineering, and vendor teams to resolve complex network issues and deliver critical activities within committed timelines.
- Quality & Compliance – Maintained high standards of implementation quality by ensuring proper pre-checks, execution controls, post-activity validation, and documentation, significantly reducing implementation-related risks.
- Capacity & Resource Optimization – Identified underutilized and overloaded network resources and drove optimization initiatives to achieve better traffic distribution, improve resource utilization, and support future capacity requirements.
- Customer Experience Improvement – Focused on improving network performance and service quality by proactively addressing congestion, capacity constraints, and recurring network issues, contributing to a more stable and reliable customer experience.
Certification
- ITIL Foundation Certified – IT Service Management
- Incident, Problem & Change Management
Languages
English
Proficient
C2
Tamil
Proficient
C2
Hindi
Proficient
C2
Timeline
Incident Analyst – TAC
RELIANCE JIO INFOCOMM LTD
06.2023 - Current
Service Management & System Analyst
HUAWEI TECHNOLOGIES
01.2018 - 03.2023
NOC Incident Lead
AIRCEL PROJECT
10.2015 - 12.2017
Incident & Problem Management / Service Operations Roles
NOKIA / VIDEOCON / NSN
09.2007 - 10.2015
Bachelor of Engineering (B.E.) - Electronics & Communication Engineering
Anna University