Kumar Naman

Assisting with issue management for errors reported through NGSD ticketing

• Continual call as needed between customer and ASG team, particularly for escalated or ongoing concerns
• Functioning as service desk SPOC and answered calls with ASG Team and stakeholders
• SOPs were developed for procedure to promote best practices and standard approach
• In charge of managing service requests, making sure that everything is resolved in accordance with established company SLA
• Addressed grievances from clients, handled customer concerns with confidence after determining and looking into underlying reason of complaints
• Have started and participated in initiatives to enhance processes and offer superior incident management

Detail-oriented and proactive IT professional with 2.5 years of experience as an Event Monitoring Agent specializing in proactive incidents logged via NGSD. Seeking to leverage expertise in proactive incident management, event monitoring, and ITIL best practices to contribute to the reliability and performance of IT services at British Telecommunications.

Professional Experience:

• Proactively monitored IT infrastructure, systems, and applications to identify potential issues, risks, and performance deviations.
• Utilized advanced monitoring tools and technologies to detect anomalies and exceedances of predefined thresholds, promptly escalating them as proactive incidents within NGSD system.
• Collaborated with IT support teams to investigate, analyze, and resolve proactive incidents, ensuring minimal disruption to operations and maximizing user satisfaction.
• Conducted root cause analysis for proactive incidents, identifying underlying causes and contributing factors to prevent recurrence.
• Documented proactive incidents, actions taken, and resolutions in accordance with established procedures and standards.
• Communicated effectively with stakeholders, including IT teams, management, and end-users, regarding proactive incidents and resolutions.

We as desk provide managed services support across UK

• Service Request Management Desk is combined desk of various contracts
• Listing the contracts as Hardware Break Fix, Incare, AH Support, New Port Data Centre, Ardonagh, Ceased In Error & Working Line Takeover and Field teams
• Mail Management is integral part of this desk
• We are engaged in raising Incident & Work orders and engaging Resolver teams and monitoring the tickets end to end by passing information and ensuring great customer experience
• For Ceased In Error, the piece of work revolves around re- instating services ceased by BT's end
• The desk operates in Follow t Sun model to ensure we are providing full time support to our customers.has context menu