Bangla Satish

• Managed the end-to-end incident lifecycle from detection to resolution, ensuring minimal business disruption.
• Logged, categorized, prioritized, and resolved incidents according to ITIL best practices.
• Monitored incident queues and ensured timely response and resolution within defined SLA targets.
• Led Major Incident (P1/P2) management, coordinating cross-functional teams to restore services quickly.
• Initiated and managed bridge calls during critical outages and provided real-time updates to stakeholders.
• Coordinated with L1, L2, and L3 support teams to resolve incidents and restore services efficiently.
• Acted as the central coordination point between technical teams, vendors, and business stakeholders.
• Conducted post-incident reviews and Root Cause Analysis (RCA) to identify corrective and preventive actions.
• Prepared incident reports and analyzed trends to identify recurring issues, facilitating proactive incident management.
• Identified incident patterns to support Problem Management and recommended long-term fixes for improved service reliability.
• Contributed to Continuous Service Improvement (CSI) by improving incident handling procedures and escalation workflows.
• Maintained clear and proactive stakeholder communication during major incidents and service disruptions.

• Monitor and manage incidents throughout their lifecycle.
• Log, categorize, and prioritize incidents based on impact and urgency.
• Assigned tickets to appropriate resolver groups to streamline incident management.
• Tracked incidents through to full resolution, ensuring timely updates to stakeholders.
• Perform initial analysis and troubleshooting.
• Coordinate with L2/L3 technical teams.
• Route incidents to appropriate L2/L3 teams.
• Monitored MTTA and MTTR to identify trends and enhance incident response.
• Identify and flag high-priority (P1/P2) incidents.
• Initiate bridge calls during major outages. Communicate updates to stakeholders.
• Ensure proper documentation.

• Contracted with L&T to provide services
• Provided Level 1 IT support to internal employees across multiple locations.
• Logged, categorized, and prioritized incidents and service requests in ITSM tool
• Ensured timely resolution of tickets within defined SLA timelines.
• Performed first-level troubleshooting for hardware, software, and network issues.
• Escalated unresolved issues to L2/L3 support teams.

• Managed end-to-end Incident Management lifecycle ensuring SLA compliance and minimal service disruption.
• Logged, categorised, prioritised, and assigned tickets according to business impact and urgency to facilitate timely resolutions.
• Performed first-level troubleshooting and ensured timely escalation to L2/L3 teams.
• Monitored ticket queues to minimize aging and enhance MTTR.
• Conducted follow-ups with resolver groups to ensure timely resolution.
• Maintained accurate documentation of incidents, root cause, and resolution steps.
• Tracked high-priority (P1/P2) incidents through to closure to ensure compliance with SLA commitments.
• Tracked service deadlines and ensured issues were escalated on time to meet SLA commitments.

Led project for Jio Fiber service rollout

• Delivered Level 1 support for JioFiber FTTH customers, resolving broadband connectivity, speed, and IPTV-related issues to enhance customer satisfaction.
• Logged and managed incidents in ITSM tool (Jio CloudXP) ensuring accurate categorization, prioritization, and SLA compliance.
• Performed first-level troubleshooting for ONT, router, LAN, Wi-Fi, and IP configuration issues.
• Achieved high First Call Resolution (FCR) rate by resolving common connectivity and configuration problems remotely.
• Monitored network alarms and verified customer complaints using OSS/NMS dashboards.
• Coordinated escalations with L2 NOC, Fiber Field Teams, and Backend Operations for fiber cuts, OLT port failures, and LOS issues, ensuring prompt resolution.
• Ensured timely communication and status updates to customers until ticket closure.

Customer:

Vodafone Networks 2015-2017

Idea Cellular 2014-2015

Outlined key responsibilities in the role

As a Telecom Operations & Maintenance Engineer.

• Managed end-to-end Operations & Maintenance (O&M) of telecom network sites within assigned cluster/location.
• Resolved customer complaints and network-related issues, ensuring minimum downtime and SLA compliance.
• Coordinated with project teams for new site rollout, integration, and commissioning, ensuring timely activation.
• Monitored and maintained SDH & PDH transmission links, including traffic shifting and BSC coordination.
• Performed BSC control activities, network optimization support, and capacity management.
• Conducted complete site planning, installation, commissioning, and fault isolation for Nokia BTS.
• Performed microwave link alignment (0.3m–1.8m antennas) for SDH & PDH networks.
• Conducted link parameter testing (RSSI, BER, Path Loss) and ensured connectivity between site and main hub.
• Identified and cleared VSWR alarms, performed feeder line testing and rectification.
• Tested and validated external alarms, ensuring proper escalation and reporting to NOC.
• Maintained preventive maintenance schedules and ensured 99%+ network availability.