Summary
Overview
Work History
Education
Skills
Certification
Tools Handled
Projects
Disclaimer
Languages
Timeline
Generic

KUMARAN S

Summary

Incident Manager with proven expertise in incident resolution and SLA compliance. Skilled in root cause analysis and effective communication, leading to significant process improvements and enhanced operational efficiency. Committed to delivering exceptional service and ensuring high levels of stakeholder satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Incident Manager

Ericsson India Private Limited
Bangalore
09.2022 - Current
  • Managed lifecycle of P3, P4, and P5 incidents to ensure effective resolution.
  • Executed major incident management processes including ownership, escalation, and communication.
  • Coordinated with RAN, Tx, Field Engineers, and Facilities teams to identify solutions.
  • Recommended spare parts and key checks to field engineers for efficient problem resolution.
  • Provided on-call support to field engineers for fault rectification across technical teams.
  • Presented daily incident handling reports to customers with comprehensive updates.
  • Maintained comprehensive logs of all handled and created incidents during shifts.
  • Oversaw Service Credit Relief by mitigating OSLA tickets with timely customer updates.

Change Manager

Nokia Solutions and Networks India Private Limited
Chennai
01.2022 - 08.2022
  • Generated change requests based on client notifications.
  • Processed change requests and provided necessary approvals for execution.
  • Scheduled CAB meetings to facilitate project discussions.
  • Raised problem tickets for failed changes and validated incidents before escalation.
  • Acquired root cause analyses for failures, preventing recurrence in future change requests.
  • Maintained daily outage reports to track system performance.

TOC Executive

Indus Towers Limited
Chennai
02.2019 - 01.2022
  • Monitored passive alarms, notifying field teams according to escalation matrix.
  • Led resolution of bulk outages, identifying root causes and escalating issues without breaching SLAs.
  • Coordinated regular troubleshooting with field teams for persistent alarms.
  • Maintained shift reports to ensure accurate tracking of incidents.
  • Identified, logged, categorized, prioritized, and resolved incidents; raised problems when necessary.
  • Resolved major incidents within customer-defined SLAs and KPIs.

Supervisor

Johnson Controls - Hitachi Air Conditioning India Limited
Chennai
02.2018 - 02.2019
  • Resolved issues for respective dealers while supporting customers effectively.
  • Tracked faulty machines sold to customers and executed repairs or replacements.
  • Lodged complaints regarding installation, breakdowns, and service, ensuring timely follow-up for satisfaction.
  • Monitored and improved key performance indicators (KPIs) to enhance operational efficiency.
  • Supervised customer relation officers (CROs) and technicians to ensure service quality.

CRO

Srinivasan Air Conditioner
06.2017 - 01.2018
  • Managed lodging of complaints regarding installation, breakdown, and service until customer satisfaction achieved.
  • Tracked faulty machines sold to customers and facilitated repairs or replacements.
  • Resolved diverse customer issues effectively to maintain high service standards.
  • Secured annual maintenance contracts from customers to ensure continuous support.

Education

B. Tech - ECE

Christ Institute of Technology
Puducherry
01.2017

Skills

  • Issue analysis and resolution
  • ITIL framework
  • Incident management
  • Root cause analysis
  • SLA compliance
  • Process improvement
  • Effective communication
  • Team collaboration
  • Time management
  • Leadership
  • Stakeholder management
  • Problem-solving

Certification

  • Data Analyst (Ongoing)
  • Diploma in Computer Applications
  • Typewriting in English (both lower and higher)

Tools Handled

  • UOC (Unified OSS Console)
  • BMC Remedy (For Incident and Change Management)
  • WFM (Workorder Management)
  • JIRA Tool for OSS Management
  • Excel
  • Power BI
  • Tableau

Projects

Performance Analysis of U-Slot Microstrip Patch Antenna, Antenna Design, HFSS, The designed antenna is radiating all its power in one direction to reduce the side lobes in the pattern have been minimized and the better directivity is achieved.

Disclaimer

I hereby declare that the above information is true to the best of my knowledge.

Languages

Tamil
First Language
English
Upper Intermediate (B2)
B2

Timeline

Incident Manager

Ericsson India Private Limited
09.2022 - Current

Change Manager

Nokia Solutions and Networks India Private Limited
01.2022 - 08.2022

TOC Executive

Indus Towers Limited
02.2019 - 01.2022

Supervisor

Johnson Controls - Hitachi Air Conditioning India Limited
02.2018 - 02.2019

CRO

Srinivasan Air Conditioner
06.2017 - 01.2018

B. Tech - ECE

Christ Institute of Technology

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KUMARAN S