VARUN G
Bangalore
Summary
To associate myself with an organization where I will be able to deliver the best of my knowledge and utilize the skills to implement it towards the development of the Society and Organization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Incident Manager
Ericsson India Global Services Pvt Ltd.
11.2015 - Current
- Manage and ensure all the incidents have been actioned within SLA
- Keeping a track of day-today incidents that occur in the network based on the severity
- Involved in daily bridge call with an onshore client for the escalation Ticket
- Document all the critical incidents in form of daily trackers and Incident reports where customer details, Issue start / end time, Incident fault cause / resolutions, which nodes are affected, time stamps of escalations are clearly listed
- Publishing trends to improve time to resolution and help providing best services to customer by making sure that customer services are restored as soon as possible and ensure that customers and stakeholders are timely updated about the progress of the incident
- Handle escalated cases and use of customer service tools
- Establish action plans for improvement
- Regular follow ups within the internal as well as external teams for quick resolution of all the incidents
- Co-operating with field engineers and field teams during planned and unplanned outages
- Analysis of outages and follow up the issue until it is completely resolved to maintain network
- Escalate issues in a hierarchic manner, so if any issue is not resolved in a specific time frame, the next level is informed to speed up problem remediation
- Translated stakeholder’s requirements into reporting deliverables which involved fetching reports from IPCM (MBNL Specific Tool) & Performance Tools according to the requirements.
Incident Engineer
HCL Technologies
01.2013 - 10.2015
- Raising tickets for Incident Management (IFMS) and Change Management (PTW)
- L1 support for Trouble Tickets to assign and service delivery by using WFM
- Remote control access to the site and clearing the issue a priority basis
- Extensive support to Alarm Monitoring System Tool and Power manager Connections
- Responsible for trouble tickets & coordinating with Field to fix the issues timely
- Providing 24/7 Support for Network, Application & Outages related issues
- Create problem tickets and assign to the problem management team for identifying RCA
- Manage and ensure all the incidents have been active within SLA
- Monitoring the KPI performance dashboard and follow with the concerned team in bridge call to fix
- Keeping a track of day-to-day incidents that occur in the network based on the severity
- Handle escalated cases (P1, P2, and P3) and use of customer
- Co-ordinate Cluster Manager and Zonal Head by visiting strategic and BSC sites (Main sites, which are linked to 100+ Sites)
- Map the incident to respective action taker and Manage escalation and Track Outages.
Education
B.E (Electronics and Communications Engineering) -
Anand Institute of Higher Technology
01.2012
Higher Secondary School -
Sri Sitaram Vidyalaya Matriculation Higher Secondary School
01.2008
SSLC Certificate -
Sri Sitaram Vidyalaya Matriculation Higher Secondary School
01.2006
Skills
- NOC- Incident Management
- Fault Management
- Change Management
- Problem Management
Technical Summary
Good Knowledge on ticket life cycle Work experience on ITIL, BMC Remedy ticketing tools Knowledge on LTE,3G Architecture Experience in Network Monitoring and Alarm Monitoring Exposure to alarm trouble shooting. Exposure towards Incident Management, Change Management Good interpersonal skills, committed, result oriented, hard working with a quest and zeal to learn new technologies.
Courses Accomplished
Networking - "CCNA" done in NIIT
Professional Expertise
Having 9+ years of experience in International Telecommunication Network. Skills NOC- Incident Management, Fault Management, Change Management, Problem Management
Personal Information
- Father's Name: S.Ganesh
- Date of Birth: 05/26/1991
Languages
English & Tamil
Accomplishments
- Best performer award in June 2023
- Twin start performer award in July 2021
- Top performer award in Feb 2013
Certification
- CCNA certification course in NIIT 2012
Timeline
Incident Manager
Ericsson India Global Services Pvt Ltd.
11.2015 - Current
Incident Engineer
HCL Technologies
01.2013 - 10.2015
B.E (Electronics and Communications Engineering) -
Anand Institute of Higher Technology
Higher Secondary School -
Sri Sitaram Vidyalaya Matriculation Higher Secondary School
SSLC Certificate -
Sri Sitaram Vidyalaya Matriculation Higher Secondary School
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