Prateek Sharma
Incident Manager
Mandi
Summary
Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Incident Manager
Ericsson Global India Ltd.
06.2022 - Current
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
- Ensured compliance with industry standards by staying up-to-date on best practices in incident management methodologies.
- 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.
Front Office Team Leader
US Technology International Pvt. Ltd.
06.2019 - 05.2022
- Checking all the TE working on latest EM (Escalation Matrix) and arrange it, if not updated.
- Any tool issue in any domain, raising the issue to concern team.
- Mailing fibre details sheet every day to all the stakeholders and long pending issues to the country SPOC.
- Checking all the OSS alarms updating on Netcool, Updating all the Auto HOS Mailing list every month.
- First week of the month mail raised to country end for latest updated EM and HOS details.
- Checking in every shift all the threads and Mails send to country are in correct format or not.
- Co-ordinate continuously with TE in all shift.
- For any tool issue first level troubleshooting before raising to the next level.
- If any person having issue, resolve it remotely or guide him/her to clear that.
- Compiling all the site down details for all Operational countries and mail to all the concerned person.
- Arranging team meet after every two weeks for TE issues or process related.
- Taking follow up with all the tools related issue from concerned teams.
Front Office Engineer
Steelman Telecom Pvt. Ltd
03.2018 - 06.2019
- Responsible for Alarm Monitoring of BSC Alarms, System Alarms related to BSC and BTS.
- First level Escalations & Basic Troubleshooting of RAN nodes on Huawei platform on defined SLA.
- Continuous co-ordination with FM team, Power team & Field Engineer.
- Create and update network trouble tickets and follow them till the resolution/closure.
- Proficient in MML commands for Alarm Monitoring.
- Creating Trouble tickets to Power, FM, Implementation BSS, Implementation Electrical for every critical, major, and minor outage related to site down and for power alarms in defined SLA.
- Executing workorders in given time interval.
- Worked in MML commands window to giving tilt to the BTS antennas remotely.
- Remotely given reset to the site or sectors if any deviation.
- Field support to clear the network related issues.
Alarm Monitor
Altran Technologies India Pvt. Ltd.
05.2016 - 03.2018
- Enhanced security measures by consistently monitoring alarm systems and promptly reporting any irregularities.
- Ensured swift response to potential threats by accurately identifying and escalating critical alarms to appropriate personnel.
- Maintained vigilance at all times, leading to a decrease in false alarms and improved overall safety in monitored premises.
- 1st level Escalations & Basic Troubleshooting of RAN nodes likes Sites, Node B's, BSC, RNC on Ericsson, Huawei, ZTE and Nokia platform on defined SLA.
- Continuous co-ordination with FM, Optimization Team & Field Engineer.
- 1st level fault diagnosis of alarms and escalated to concern.
Create and update network trouble tickets and follow them till the resolution/closure. - Proficiently creating TT to field for every Emergency, critical, major, and minor outage related to site down.
- Preparing incident reports related to all the P1, P2 outages and uploaded to the portal.
- Taking follow up for long pending issues.
- Initiate bridge call and collecting outage related data from all domains.
- Taking follow up to the tickets which are more than 4 hrs outage.
Initiating meeting to all stakeholder in case of big outage. - Coordinate with all the teams to share the outage related data.
Alarm Monitor
Samax Telecom Pvt. Ltd.
11.2015 - 04.2016
- Troubleshot technical issues related to alarm equipment, resolving problems quickly while minimizing downtime.
- Ensured swift response to potential threats by accurately identifying and escalating critical alarms to appropriate personnel.
- 1st level fault diagnosis of alarms and escalated to concern.
- Create and update network trouble tickets and follow them till the resolution/closure.
- Proficiently creating TT to field for every Emergency, critical, major, and minor outage related to site down.
- Preparing incident reports related to all the P1, P2 outages and uploaded to the portal.
Education
Bachelor of Technology - Electronics And Communications Engineering
Desh Bhagat Engineering College
Mandi Gobindgarh, Punjab 04.2001 -
Skills
Technical Troubleshooting
Emergency Response
Interpersonal and written communication
Incident Management
Data collection and review
Teamwork and Collaboration
Tools
SOFTWARE APPLICATION: MS-Office
OPERATING SYSTEM: Microsoft Windows XP/ VISTA/ 7/ 8/ 8.1/10
APPLICATIONS: Ericsson OSS (ALV), Nokia NetAct, Huawei U2000, ZTE NetNumen, AWE, BMC Remedy Tool, ITSM, UFM (IBM Trivoli), Netcool, RAS Tool, Replica, IMS 4000, Netboss XT, PRS RAN tool, Ericsson ENM, ZTE (Elastic Net). RIVA,Radii
Timeline
Incident Manager
Ericsson Global India Ltd.
06.2022 - Current
Front Office Team Leader
US Technology International Pvt. Ltd.
06.2019 - 05.2022
Front Office Engineer
Steelman Telecom Pvt. Ltd
03.2018 - 06.2019
Alarm Monitor
Altran Technologies India Pvt. Ltd.
05.2016 - 03.2018
Alarm Monitor
Samax Telecom Pvt. Ltd.
11.2015 - 04.2016
Bachelor of Technology - Electronics And Communications Engineering
Desh Bhagat Engineering College
04.2001 -