O. DEEPARAAGAN
MIM and Problem Manager
Bangalore,KA
Summary
Offering 8+ years of Overall experience in Telecom Industry. Extensive experience in managing IT Services and proficient in problem identification, Root cause analysis and implementing effective solutions. Strong background in developing and executing ITIL- Based strategies and procedure to enhance service quality and efficiency Excellent communicator with a focus on continuous improvement and stakeholder satisfaction.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Major Incident Manager and Problem Manager
Vodafone Intelligent Solutions
8 2019 - Current
- Led end-to-end Major Incident and Problem Management lifecycles, including identification, classification, escalation, resolution, RCA, and permanent fix implementation, ensuring compliance with ITIL and Vodafone governance frameworks.
- Coordinated cross-functional technical teams during P1/P2 incidents, managing incident bridges and stakeholder communications to drive rapid service restoration and minimize business impact.
- Delivered post-incident reviews (PIRs) and comprehensive RCA reports, identifying systemic issues and implementing preventive measures to reduce repeat incidents and enhance operational resilience.
- Developed and maintained Major Incident playbooks, escalation matrices, and Known Error Database (KEDB), ensuring accurate documentation of workarounds and permanent solutions.
- Partnered with Change Management to implement fixes via controlled change processes, minimizing risk and service disruption while adhering to SLA and governance standards.
- Utilized ITSM tools (ServiceNow, Remedy, BMC Helix) for incident tracking, reporting, compliance audits, and automated problem detection workflows, improving resolution time and data integrity.
- Delivered weekly status reports and trend analysis dashboards, improving visibility, governance, and stakeholder confidence across incident and problem management processes.
Technical Support Engineer
Team Computers
07.2018 - 07.2019
- Provided on-site technical support at multiple client locations, resolving hardware, software, and network-related issues.
- Configured and deployed new systems for users, ensuring correct installation of required applications and configurations.
- Managed IT infrastructure assets and maintained accurate asset inventory records.
- Resolved tickets based on defined SLAs and priority, ensuring high customer satisfaction.
- Supported users via ticketing tools and handled inbound technical support requests. Served as technical support engineer with company's different client locations
- Managed approximately 20 Incoming calls, emails and chats per day from employees
- Provided support to customer inbound requests from ticketing tool.
Technical Support Engineer
Satvat Infosol Pvt Ltd
1 2017 - 9 2017
- Configured and maintained servers for smooth operations during high-pressure events such as online examinations.
- Installed, configured, and troubleshot Windows and Linux operating systems on physical machines and virtual environments.
- Configured email clients (e.g., Outlook) and resolved mail-related issues.
- Installed and configured printers, scanners, and other peripherals, and resolved issues related to internal intranet applications.
- Supported over 200 users during online examinations with zero major technical disruptions.
Education
B.E(Electronics and Communication) -
Ranipettai Engineering College, Vellore, Anna University Chennai
Tamil Nadu05.2016
HSC (state board) -
Kurinji Higher Secondary School, Namakkal
Tamil Nadu04.2012
SSLC (matric) -
Kurinji Higher Secondary School, Namakkal
Tamil Nadu04.2010
Skills
- Major Incident Management
- Problem Management
- IT Service Management (ITIL v4)
- Process Improvement
- Automation
- Change Management
- Capacity Management
- Knowledge Management
- Basic Networking Skills
- Team Leadership
- Communication & Stakeholder Management
Accomplishments
Reduced major incident resolution time by 30% through streamlined bridge management and proactive escalation
Delivered 100% SLA compliance for P1/P2 incidents across multiple service domains.
Implemented automation in Incident management to automate repeated tasks
Certification
- CCNA and MCSA, CMS IT Solution, Chennai, 12/2018
- ITIL v4 Certified (PeopleCert) 06/2025
Timeline
Technical Support Engineer
Team Computers
07.2018 - 07.2019
Major Incident Manager and Problem Manager
Vodafone Intelligent Solutions
8 2019 - Current
Technical Support Engineer
Satvat Infosol Pvt Ltd
1 2017 - 9 2017
B.E(Electronics and Communication) -
Ranipettai Engineering College, Vellore, Anna University Chennai
HSC (state board) -
Kurinji Higher Secondary School, Namakkal
SSLC (matric) -
Kurinji Higher Secondary School, Namakkal
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge.