Sameer Joshi

Experienced team lead with nearly two years at ZTE Telecom and over five years as an Incident Manager at Ericsson, demonstrating strong leadership in high-pressure environments. Proven expertise in ITIL processes, supported by ITIL 4 Foundation certification. Currently serving as IPC Process Lead at LTIMindtree, focusing on critical problem-solving and team supervision. Committed to driving organizational success through effective management and process optimization. Results-driven Process Lead known for high productivity and efficient task completion. Specialize in workflow optimization, process improvement, and team leadership. Excel in critical thinking, problem-solving, and communication, ensuring seamless operations and project delivery within timelines.

• WFM (Workforce Management)
• BMC Remedy
• Service Now(SNOW)
• MS Office

• English
• Telugu
• Hindi
• Tamil
• Kannada

• Date of Birth: 09/22/92
• Nationality: Indian

• Following the complete ITIL process (Incident Management, Change Management, and Problem Management)
• Daily monitor analyzes radio network statistics, including BH (busy hour), and prepares reports for availability based on SLA and KPIs
• Handling major customer escalations on network-related queries and coordinating with the technical consultant, customer, network team, and UK service desk
• Ensuring all KPI and SLA above agreed levels (Accessibility, retain ability, Mobility, and Service Integrity) by chasing up with various teams
• Responsible to ensure all incidents are handled and are driven within the defined matrix, including SLA, MTTR
• Coordinating and chasing with Field managers from UK to chase with the Field Engineers for the quick recovery from outages
• Work with Front Office Monitoring teams to refine alarm delivery and fault detection processes proactively, and as a regular RCA activity
• Escalation of all the SLA breached incidents to relevant groups with the help of Service level managers
• Management of all Critical, High, and Medium priority incidents End to End Ownership of high severity incidents reported from the point of initiation to the point of resolution and the root cause analysis with the help of resolver groups
• Analysing Incident, Change & Problem tickets and providing status on daily and weekly status call
• Proactively communicate with Project Manager and Service Delivery Managers (Onshore & Offshore) about major issue
• Handling and driving outages, coordinating with support teams to get quick resolution, effectively communicate with Management
• Review Incident and Problem management reports, identifying action plans and update BREACH CODES to improve the performance indicators as necessary contributions
• Handling Daily calls with the Clients and fetching Trend graphs for the incidents in a daily basis
• Oversee optimized automation processes via WFM to ensure correct ticket handling and management
• Monitoring the network and escalating the incident to support teams
• To make sure all critical and major incidents, such as COOS, are addressed within SLA response and that critical alerts for such incidents are sent out
• Reporting to top management after analyzing tickets and calls on COO's cases with the customer on a daily basis
• Generating reports for the SLA status for all priorities, making changes and actions in necessary cases to resolve the cases within SLA
• Arranging a conference call with multiple teams within Ericsson to avoid duplicity of work
• Ensure the quality of information in high severity incident records is accurate to support other service management processes

• Playing Cricket
• Reading newspapers
• Cooking
• Watching TV