Saksham Tewari

Experience on Problem management and Incident management.

 Priority P1 tickets handling and escalation in telecom network to enhance the services provided to the customers.

 Used JIRA, Servicenow and Onet tools as ticket tracking and handling tools.

 Leading crisis calls, customer and governance calls, quality improvement derived and trackers for quality of services provided.

 KPI dashboards and reporting, analysis exclusions, meet customer agreed SLA with the best quality.

 MS Excel macro sheet for dashboards, pivot and graph trend analysis for the tracker of the deliverable services.

 Ticket tracking system to make a check on all the tickets resolved in agreed SLA with customer to get the exclusions on exceptional cases.

 Leading KPI calls, tickets quality improvement calls, governance calls, P1/P2 crisis bridge, field calls with technicians and there managers while preparing MOM for all the calls to track outputs and next plans required.

 Working on developing and improving required documentation such as process flow diagrams,

roles/responsibilities, presentations, gap analysis reports.

 Access management, field technician alignment, aerial and ground level issues detection and basic troubleshooting, Drive test for coverage issues, Improvement calls and plans. Checking for changes perform in network for equipment swaps and managing power outages,adverse weather situation handling, Event handling etc.

 Managing team of 35 people in rotational shifts and provide them hands-on training and sessionsabout the work. Let the team know their feedback to encourage them for more good work.

 Closely working with client leadership and point of contacts across various functions to enhance the process across ITSM functions.

 Providing updates to all the stakeholders regarding the progress of the incident via hourly notifications in agreed format as per defined process.

 To ensure with technical recovery teams for the possibility to minimize the business impact or to restore the impact by performing a work around at the earliest.

 Use Tableau and Power Bi to track, store and use data in a click for better time and dara management.

 Handling customer technical issue via call and mail, providing them first call resolution otherwise route the ticket to next level.

 Working on Network architectures and Core nodes, VAS, Tadaam, Esim, DOB, MME,

Datacenters, RNC, BSC etc.

 Monitoring data center activities and IP related issue via Onefm in citrix and using RDS from

VMWare Horizon.

 Knowledge about basic SMS call flow

• Preparation of daily/weekly/monthly reporting.
• Adhoc MIS preparation for customer based on requirement.
• Taking DB backup • Time to time customer website management based on requirement Participating customer meetings.
• Monitored network traffic and adjust system parameters to increase system performance.
• Checking backups, schedulers and dumps on daily basis so that the reporting of customer not impacted and performing L1 troubleshooting and raising TT(Trouble ticket) • The Change Approver is anyone who can approve or deny a request for change (RFC). Approval/rejection can either be performed. electronically within a Change Management system or by using a • Change Advisory Board (CAB) or ECAB.
• Reviews the risk & impact analysis to ensure that this has been performed thoroughly.
• Develops and manages the master Forward Schedule of Change • Review, approve or reject candidates for Standard Changes

I am a completed my Btech with electronics and communication having 2 years of experience in the Domain knowledge and customer handling