R Dinesh Kumar
Operations
Chennai,TN
Summary
Dynamic Network Lead with 15 years of experience at Telecom Operations, excelling in Incident Management and Service Delivery. Proven track record in driving SLAs and KPIs, enhancing customer satisfaction through strategic problem-solving and effective stakeholder management. Skilled in Open RAN technology and data analytics, fostering continuous service improvement initiatives.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Network Lead
Tech Mahindra
05.2025 - Current
- Handling a Network Operation Center team of Incident Managers, Fault Management Engineers, Surveillance Engineers, and Service Desk for a first-of-its-kind, US-based, greenfield, standalone, virtualized, O-RAN 5G network telecom operator.
- Knowledge of Open RAN technology and open stack 5G deployment using Kubernetes on the cloud platform.
- Working in close coordination with multivendor teams of RAN, RAN vendors, Transport, Core, PaaS, Cloud Infrastructure, Transport, and Fiber vendors, Cisco, VMware, AWS, and any other stakeholders involved in changes and incident recovery.
- Responsible for the performance and delivery of the offshore NOC, and accountable for the quality of delivery from all resources within the NOC, spread across Network Surveillance, Incident Management, Fault Management, Change Management, and NOC leadership. Accountable for driving SLAs and KPIs with NOC teams.
- Involved in service-level mitigation due to a failed KPI, caused by performance dependencies at the customer’s end. Requesting service performance adjustment to reflect the external impact beyond our control.
- Working on Continuous Service Improvement (CSI) initiatives aligned with customer requirements to enhance overall service delivery and improve KPI performance.
- Involved in improvement areas within the NOC, including process and tool set improvements, by closely working with the NOC team, process owners, and tool and automation drivers.
Lead Incident Manager
Ericsson Global India Limited
09.2022 - 05.2025
- Managed the top 60 EE/BT and top 20 3UK high-impact customer complaints CSD and Performance tickets, ensuring consistent performance and timely resolution. resolution.
- Acted as single point of contact for all critical customer issues, prioritizing requests from ETL and clients with accountability and precision.
- Accelerated ticket resolution by coordinating with resolver groups and executing necessary escalations to eliminate blockers.
- Maintained real-time oversight of priority incidents, ensuring swift action and resolution through proactive engagement.
- Proposed and implemented customer experience improvement strategies, driving measurable gains in satisfaction and service quality.
- Conducted deep-dive root cause analysis on recurring issues and led cross-functional initiatives to prevent reoccurrence.
- Represented service delivery in customer-facing meetings, resolving incident blockers and defining strategic paths for resolution.
- Demonstrated strong leadership in managing large teams and engaging with senior stakeholders to align service goals with business outcomes.
Fault Management Specialist
Nokia
01.2018 - 08.2022
- Led on-site field operations, including preventive maintenance, installation, and troubleshooting across multi-vendor equipment environments.
- Developed and enforced guidelines and regulatory policies, ensuring full OHS legal compliance for safe and efficient service delivery.
- Conducted SLM issue quantification, including Line of Sight (LOS) impact analysis, data collection, and solution recommendations.
- Coordinated with external parties to organize site shutdowns for RF antenna safety, mitigating exposure to electromagnetic energy (EME).
- Reviewed and optimized spare holdings and distribution based on historical usage, network growth, and infrastructure changes.
- Scheduled and executed facilities/technology preventive maintenance within agreed SLAs, ensuring operational continuity.
- Logged and resolved issues identified during preventive maintenance, driving trend analysis, and engaging Problem Management for systemic fixes.
- Analyzed network-related incidents to identify repeat issues and corrective actions, managing truck roll targets to maintain OPEX KPIs.
- Oversaw field subcontractor services, ensuring compliance with contractual obligations, and high-quality work standards.
- Optimized team performance to exceed SLAs, monitored project milestones, and conducted client-facing reviews.
- Led business analysis and client interactions, managing requirement gathering, risk assessments, and effort, cost, and time estimations.
- Conducted regular audits and sign-offs for Operational Level Agreements (OLAs) and Working Level Agreements (WLAs).
- Collaborated with cross-functional teams, including Back Office, Problem Management, Change Management, and Tools Teams.
- Fostered a culture of knowledge sharing and continuous improvement, promoting best practices, and team competence development.
Performance Engineer
Ericsson Global India Limited
12.2013 - 12.2017
- Led a team of 45 engineers, ensuring adherence to processes and timely delivery of service commitments.
- Governed daily team operations to prevent delivery deviations and maintain high service standards.
- Developed and maintained weekly utilization scorecards to track engineer performance and optimize resource allocation.
- Conducted regular internal audits, identifying process gaps and providing targeted feedback for continuous improvement.
- Represented technical challenges and process gaps in stakeholder governance meetings, securing necessary support and alignment.
- Provided technical guidance during critical outages, coordinating with stakeholders for rapid resolution.
- Performed complex root cause analysis using KPI trend data, fault patterns, sub-counter metrics, and alarm correlations to diagnose performance degradation.
- Investigated customer complaints, recommended corrective actions, and ensured resolution aligned with service expectations.
- Conducted surveillance and troubleshooting of performance issues across Nokia 2G/3G/4G and Huawei 2G/4G networks.
- Ensured accurate logging of faults and degradations in ticketing systems, with regular updates to stakeholders.
- Improved KPI metrics through parameter corrections, system resets, and escalation to field teams or 2nd-level RAN support.
- Analyzed daily Top 20 worst-performing sites, prioritized trouble tickets, and coordinated cross-team efforts for timely resolution.
- Provided ongoing support to Field Operations, Back Office, and vendor teams for RAN-related issues and escalations.
Fault Management Engineer
Nokia Siemens Networks
11.2010 - 12.2013
- Led resolution of critical incident faults, establishing conference bridges with resolver groups to coordinate rapid fault fixes.
- Performed troubleshooting and debugging across multi-vendor nodes including Ericsson 2G/3G, Nokia 3G, and Huawei 2G/4G.
- Conducted fault analysis and rectification for BTS, WBTS, eNodeB, AXC, and SAXC components.
- Diagnosed and resolved transmission-related faults using tools such as DXX Manager, SOO (Service on Optical), and SOM (Service on Microwave).
- Executed corrective and preventive maintenance for major alarms to prevent network outages and ensure service continuity.
- Ensured all issues were addressed within defined SLA timelines, maintaining high service reliability.
- Managed escalation and notification protocols to keep management and business units informed during outages.
- Coordinated activities across technology domains and third-party vendors, ensuring seamless incident resolution.
- Minimized customer impact by ensuring end-to-end incident support, coordination, and control.
- Communicated with field engineers for system failure rectification, ensuring alignment with approved planning specifications.
- Logged all faults and service interruptions in ticketing systems, providing accurate and timely updates.
- Maintained Daily Outage Reports and Outage Boards for customer visibility and operational tracking.
- Delivered 24-hour site down reports to customers, ensuring transparency and proactive communication.
Education
Bachelor of Engineering - Computer Science Engineering
Srinivasa Institute of Engineering And Technology
Chennai, India 04.2001 -
Skills
Service Management
Certification
ITIL V3 & V4 foundation/ ITIL V3 Service Operations/ ITIL V3 Service Strategy/ITIL V3 Service Design
Accomplishments
•Huawei Onshore Training (2012): Nominated and attended specialized training on Huawei equipment, recognized by management for exemplary performance.
•Project Transition Leadership (2012): Successfully led the transition of a Surveillance team project from Huawei to Nokia, overseeing due diligence, knowledge transfer, shadowing, and Go-Live execution.
•Ericsson POWER Award (Q2 2014): Honored for transitioning the customer complaint team into EGI and proactively managing daily customer updates with zero escalations.
•MBNL Best Performer Award (Q4 2014 & Q4 2016): Recognized for timely resolution of customer complaint tickets and consistent service excellence.
•Ericsson ACE Award (Q4 2015): Awarded for implementing ISMS in GNOC and contributing to the development of a high-quality service organization.
•Customer Appreciation: Commended by clients for efficient team management and consistently exceeding service expectations.
•Ericsson IMPACT Award (2023): Celebrated for outstanding performance and impactful contributions to service delivery.
•MBNL Best Performed Award (Sep 2022–Mar 2024): Received three times for exceptional delivery in TOP60 EE/BT and TOP20 3UK service categories.
Tools Handled
- Nokia NetAct, Huawei U2000 & PRS, SOO & SOM, Netcool, OSS – RC, DXX Manager Nokia BTS Manager & AXC Manager Nokia NetAct, Samsung LSMR, MapInfo 8.5, Visio Professional,Metricell, Circuit Manager, Nemesis, Blarney, IPCM, BMC, assure now, ITSM, Service Checker, Ashton (Site info & Ops Info), Putty, Ran Oversee, Business Objects, Wallboard, Circuit Manager, Snow, Nexsys one, Grafana, USM (Samsung)
Personal Traits and Interest
Interests: Playing Cricket and Travelling
Personal Traits: Strong Logical and analytics analysis, Good grasping ability.
Timeline
Network Lead
Tech Mahindra
05.2025 - Current
Lead Incident Manager
Ericsson Global India Limited
09.2022 - 05.2025
Fault Management Specialist
Nokia
01.2018 - 08.2022
Performance Engineer
Ericsson Global India Limited
12.2013 - 12.2017
Fault Management Engineer
Nokia Siemens Networks
11.2010 - 12.2013
Bachelor of Engineering - Computer Science Engineering
Srinivasa Institute of Engineering And Technology
04.2001 -
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