Karthikeyan V
Bengaluru
Summary
Experienced Network Operations and Service Management professional with 12 years in IT Service Management, specializing in Incident, Problem, and Change Management. Certified ITIL V3 Foundation with a proven ability to lead teams and deliver high-quality results in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Senior Incident Manager-Team Lead
Ericsson Global India Pvt Limited
02.2024 - Current
- Lead the service management team to ensure efficient handling of incidents, requests, and changes
- Facilitated regular communication with stakeholders to ensure alignment on service expectations and delivery
- Collaborate with cross-functional teams to drive service improvements and maintain SLAs and manage KPIs and quality assurance
- Implement ITIL best practices to streamline operations and enhance service quality
- Conduct regular training sessions for team members to promote skill development and knowledge sharing
- Facilitate investigation activities and drive process improvements.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
Specialist
Nokia Solutions Networks Pvt Limited
10.2017 - 01.2024
- Managed the problem lifecycle following ITIL guidelines and drove root cause identification
- Communicated customer feedback to product and management teams
- Developed incident response processes, resulting in improved handling times
- Managed the incident management process, ensuring timely resolution of incidents within defined SLAs
- Conducted root cause analysis for major incidents and facilitated post-incident reviews
- Developed and maintained documentation for IT service management processes and procedures
- Collaborated with stakeholders to identify areas for service improvement and implemented necessary changes.
Incident Manager / Shift Lead
Ericsson Global India Pvt Limited
01.2015 - 09.2017
- Coordinated all activities for incident management and served as the first point of escalation
- Ensured compliance with SLA and identified areas for continuous process improvement
- Led team meetings to align with company production goals.
Fault Management Engineer
IKIYA Global India Pvt Limited (Nokia)
08.2012 - 12.2014
- Analyzed and troubleshot network-related alarms and coordinated with field engineers
- Monitored network elements for 2G/3G/4G operations and maintained SLA compliance
- Continuously monitor network systems and applications for faults or anomalies
- Utilize fault management tools (e.g., NetAct, Netcool, ServiceNow) to detect and analyze incident.
Education
Bachelor of Engineering in Electronics and Communication -
Sarawathi Velu College of Engineering, Anna University
Sholinghur, Tamil NaduSkills
- Solid experience in service management, including Incident, Problem, Change, and Fault Management
- Extensive technical expertise in 2G, 3G, 4G, and 5G network operations
- Excellent verbal and written communication skills, capable of liaising with technical and non-technical stakeholders
- Strong analytical and problem-solving abilities, with experience in data analysis and reporting
Accomplishments
- Spearheaded a critical network recovery project, reducing downtime by 30%.
- Managed major incidents with a 95% resolution rate within SLA.
- Led a cross-functional team to implement a new ITSM tool, improving incident management efficiency by 20%.
- Successfully reduced average incident resolution time by 15% through improved escalation processes.
- Led multiple high-priority incidents to resolution, minimizing downtime and ensuring SLA compliance.
Timeline
Senior Incident Manager-Team Lead
Ericsson Global India Pvt Limited
02.2024 - Current
Specialist
Nokia Solutions Networks Pvt Limited
10.2017 - 01.2024
Incident Manager / Shift Lead
Ericsson Global India Pvt Limited
01.2015 - 09.2017
Fault Management Engineer
IKIYA Global India Pvt Limited (Nokia)
08.2012 - 12.2014
Bachelor of Engineering in Electronics and Communication -
Sarawathi Velu College of Engineering, Anna University
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