Mohanraj G

ITIL-certified IT Service Management professional with 11 years of experience spanning Major Incident Management, Problem Management, service restoration, and operational governance. Currently serving as Major Incident Manager at Ericsson India Private Limited, with accountability for end-to-end management of critical P1 and P2 incidents impacting telecommunications and enterprise environments across UK and European operations. Proven capability in incident command, bridge facilitation, vendor escalation, executive communication, Root Cause Analysis (RCA), Post-Incident Review (PIR), and Continuous Service Improvement (CSI).

Brings a strong foundation in ITIL-based service management practices and a track record of structured incident documentation, stakeholder management, and operational governance at scale.

Change

Management awareness grounded in ITIL framework knowledge.

Major Incident Manager at Ericsson India Private Limited (2020-07 – Present)

Lead end-to-end management of critical P1 and P2 incidents across telecommunications and enterprise IT environments supporting UK and European operations.

• Manage the full incident lifecycle for high-severity P1 and P2 incidents within an environment handling approximately 120 such incidents annually, providing direct ownership and command across more than 60 per year.
• Facilitate major incident bridge calls coordinating cross-functional technical resolver groups, third-party vendors, customer representatives, and business stakeholders to drive structured service restoration.
• Lead incident triage, prioritization, and escalation activities to ensure timely service recovery within agreed SLA and OLA timeframes.
• Deliver executive-level communications and customer-facing status updates throughout the incident lifecycle, maintaining stakeholder confidence during high-impact service disruptions.
• Coordinate vendor escalations and manage external supplier engagement to accelerate incident resolution and service restoration.
• Produce and facilitate 40+ Major Incident Reports (MIRs), ensuring accurate post-incident documentation, stakeholder communication, and governance compliance.
• Support Problem Management by facilitating Post-Incident Reviews (PIR), coordinating Root Cause Analysis (RCA) investigations, and tracking corrective action delivery to closure.
• Identify recurring incident patterns and contribute to incident trend analysis to inform Problem Management investigations and Continuous Service Improvement (CSI) initiatives.
• Contribute to operational governance activities including service reporting, SLA performance monitoring, and process improvement initiatives.

IT Engineer at Ericsson India Private Limited (2019-07 – 2020-07)

• Supported UK telecommunications service delivery environments, providing operational monitoring, incident handling, and technical troubleshooting.
• Collaborated with resolver groups and service operations teams, developing foundational knowledge of ITSM processes and service management workflows within a large enterprise environment.

Community Operations Specialist at Dunzo (2018-12 – 2019-07)

• Managed customer issue resolution and operational responsiveness in a fast-paced, service-facing environment; strengthened stakeholder communication and coordination capabilities.

Senior Relationship Officer – Workforce Management at HGS (2017-05 – 2018-07)

• Managed workforce planning, scheduling coordination, and operational reporting activities, developing structured operational discipline and stakeholder communication skills applicable to service management governance.

Assistant NOC Engineer at Micronova Network Solutions (2015-10 – 2016-11)

• Supported network and service monitoring operations within a NOC environment, contributing to first-level incident response, ticket handling, and escalation coordination — establishing early grounding in service operations discipline.

B.E. in Electronics & Instrumentation Engineering – Anna University (2015)