Mohammad Arsalan
Bengaluru
Summary
Dynamic Incident Manager with a proven track record at Ericsson India Global Service Ltd., specializing in elevating Incident and Problem Management processes. Expert in BMC Remedy and Data Analytics, I significantly improved SLA compliance by 30%. Skilled in cross-functional team leadership and technical support, ensuring peak network performance and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Incident manager
Ericsson India Global Service Ltd.
Bangalore
08.2022 - Current
- Worked in MBNL, As Incident Manager in Bangalore location
- Providing 24x7 Incident Management for ICT Applications and FO Network queues
- Monitoring BMC Remedy Incident Management console for P1 and P2 priority requests of Service Type (Incident / Service request)
- Incident Queue Management and ensure efficient flow of Incidents through Service Desk (Tier 1/Tier2)
- Initiating a bridge call to involve all the technical teams in case of Major Incident
- Ensures Incidents and Service Requests are properly escalated and assigned to appropriate Individual/Groups
- Ensure that the technical team who owns the Incident is properly following the Incident Management process
- Managing/Driving all Sev1 and Sev2 Incidents until resolved and driving group chats, this includes real time Incident management, triage Service enquiries, Field escalations, and performing Incident research
- Takes ownership of the Incident in terms of monitoring, tracking, and communicating timely resolution and recovery
- Collaborates with the Technical Domains and Operations team to get the incidents resolved within SLA
- Sending Initial, Pending and Resolved notifications as per the process to stake holders
- Handling Escalation based on priority incidents and business criticality
- SLA breach analysis for all the breached Incidents/Service Requests
- Quality check and Audit on random sample of closed Incidents/SR’s
- Coordinate with the client and submit monthly/quarterly SLA/KPI performance report
- Leading call with Customers & Stake holders on daily basis to provide P1/P2 Incidents details and Problem status update
- In Deployment Engineering and Technical support team of Customer Sprint
- Give technical support to field engineers working on field
- Contact to site providers for getting access to the site
- Give support to North & South London areas for giving services to 3G,4G & 5G networks
- Provide on call services to field engineers to find site locations where the alarm is active
Education
B. Tech - Electronic and Communication Engineering
SR Group of Institutions
Lucknow05-2019
Senior Secondary -
Z.A. Islamiya College
Siwan, Bihar01.2015
Higher Secondary -
M.S. High School Cum Inter College
Siwan05-2013
Skills
- Incident Management
- Problem Management
- Workforce Management
- Windows Monitoring
- Database Servers Monitoring
- KPI Monitoring
- Network Management
- Process Improvements
- Maintenance
- Database Updates
- Inventory Management
- Ticketing tools
- BMC Remedy
- Service Now
- ITSM
- WFM
- MOOB
- OOB
- Sensitive RAMs
- Data Analytics
- Data Visualization
- Advanced Excel
- Office 365
- C language
- Power BI
Awards
Received several appreciations from the client.
Timeline
Incident manager
Ericsson India Global Service Ltd.
08.2022 - Current
B. Tech - Electronic and Communication Engineering
SR Group of Institutions
Senior Secondary -
Z.A. Islamiya College
Higher Secondary -
M.S. High School Cum Inter College
Similar Profiles
Sutanu MukherjeeSutanu Mukherjee
Solution Architect at Ericsson India Global Service Pvt LtdSolution Architect at Ericsson India Global Service Pvt Ltd
Gajanan PoleGajanan Pole
Specialist at Ericsson India Global Service Pvt.LtdSpecialist at Ericsson India Global Service Pvt.Ltd
Vinay RawatVinay Rawat
Operations Lead Cyber Security at Ericsson India Global Service Pvt. Ltd.Operations Lead Cyber Security at Ericsson India Global Service Pvt. Ltd.
Yovan Mariya Stephen GYovan Mariya Stephen G
Solution Introduction Engineer at Ericsson India Global Service Private LtdSolution Introduction Engineer at Ericsson India Global Service Private Ltd
Pranit SunkadPranit Sunkad
Assistant Manager - HR at SMFG India Credit Company LimitedAssistant Manager - HR at SMFG India Credit Company Limited