Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

SIMRANJEET SINGH SOND

New Delhi

Summary

Major Incident Manager specializing in high-severity incident resolution, ensuring minimal disruption and strict SLA adherence. Proficient in ITIL frameworks for Incident, Problem, and Change Management. Expertise in stakeholder communication and driving continuous improvement initiatives to boost service reliability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Major Incident Manager

Teleperformance
Gurugram
10.2024 - Current
  • Managed and resolved all Severity 1 & 2 incidents, minimizing business disruption and ensuring SLA adherence through timely alerts.
  • Developed incident response strategies aligned with ITIL best practices and conducted root cause analysis with post-restoration RFC tracking.
  • Acted as the main point of contact for clients during major incidents, addressing concerns and maintaining service levels.
  • Identified process inefficiencies and implemented automation solutions using Power Automate and Power BI to improve operational efficiency.
  • Delivered incident reports and performance metrics to management, supporting continuous improvement and customer satisfaction.

Domain Support Specialist

Ericsson
Noida
05.2021 - 10.2024
  • Supported telecom charging/mediation systems, handling CDR collection, processing, and distribution (SDP, AIR, CCN, OCC, GPRS) via Linux-based AMS & GUI interfaces.
  • Performed technical tasks including CDR extraction, analysis, server reboots, load balancing, and record-level investigations.
  • Developed and maintained configurations to ensure accurate CDR flow and implemented data structure logic as per business requirements.
  • Automated routine tasks using Shell scripting, improving system efficiency and reducing manual workload.
  • Utilized SQL/PostgreSQL for data extraction, audits, and report generation based on customer requirements.
  • Managed incidents and change requests using ServiceNow and JIRA.

Associate Engineer

Dell Technologies
Gurugram
08.2019 - 10.2020
  • Resolved complex hardware and software issues with professionalism, providing L2 support to non-technical users.
  • Utilized SQL/PostgreSQL for data retrieval and updates based on business needs.
  • Handled high-priority incidents through ServiceNow, ensuring timely resolution and customer satisfaction.

Education

B. Tech -

Guru Tegh Bahadur Institute of Technology, GGSIPU
New Delhi
01.2019

Skills

  • Incident management
  • ITIL Framework Knowledge (ITIL 4)
  • Incident Lifecycle Management
  • Root Cause Analysis (RCA)
  • Problem Management
  • Change Management
  • Ticketing Systems (eg, ServiceNow, BMC Remedy, Jira Service Management)
  • Power BI
  • Power Automate
  • DMAIC Methodology
  • Value Stream Mapping
  • Process Mapping & Improvement
  • Six Sigma Yellow Belt Certification
  • Lean Tools (5S, Kanban, Poka-Yoke)
  • Linux
  • Telecom Mediation
  • SQL
  • Shell Script
  • Telecom Billing
  • Data Visualization
  • Project Management
  • Microsoft Excel

Certification

  • ITIL 4 Foundation Certificate in IT Service Management
  • Lean Six Sigma Yellow Belt Certificate

Timeline

Major Incident Manager

Teleperformance
10.2024 - Current

Domain Support Specialist

Ericsson
05.2021 - 10.2024

Associate Engineer

Dell Technologies
08.2019 - 10.2020

B. Tech -

Guru Tegh Bahadur Institute of Technology, GGSIPU

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