Atinder Pal Singh Email and Phone Number

● Identify trends and potential Problem sources (by reviewing Incident and Problem analysis)● Created dashboards for Problem/Incident Management.● Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management, and document control● Maintain inventory of problems under analysis and their current progress and status● Performs as technical evaluator for Help Files and Knowledge Articles● Responsible to… Show more ● Identify trends and potential Problem sources (by reviewing Incident and Problem analysis)● Created dashboards for Problem/Incident Management.● Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management, and document control● Maintain inventory of problems under analysis and their current progress and status● Performs as technical evaluator for Help Files and Knowledge Articles● Responsible to handle Pro-Active and Re-Active problem cases.● Make sure that RCA (Root Cause Analysis) is performed as and when required.● Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules, and facilitates Problem Management meetings● Prepared documentation and reporting on a weekly, monthly, and quarterly basis using ServiceNow tools and PowerPoint presentations.● Perform and analyze Incident Management reports to perform Problem Management reviews and RCAs● Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement● Provide feedback on the effectiveness and end-to-end Problem Management Process workflow to the Account Process Leader● Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements● Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders.● Responsible for problem identification via various methods like Incident trend analysis, review of Critical and High Impact incidents. Show less

● Perform audits to reduce SLA breaches and ensure timely resolution of cases.● Led efforts to restore service in a timely manner for critical business functions, application, and infrastructure services as part of remote team, comprised of professionals from several different countries and time zones.● Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.● Used ITIL best practices to… Show more ● Perform audits to reduce SLA breaches and ensure timely resolution of cases.● Led efforts to restore service in a timely manner for critical business functions, application, and infrastructure services as part of remote team, comprised of professionals from several different countries and time zones.● Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.● Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.● Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident runbooks were current and correct.● Captured data from incidents to provide an analysis of potential issues, documenting all defined resolutions.● Handling priority cases and ensuring timely assistance to the users.● Generating and creating reports through Service Now Tool.● Look after critical Incidents / Priority Incidents, send timely updates to higher management about the progress of the Incident and make sure the case is resolved within the defined SLA.● Manage Incident Management KPIs like – following up on ageing / backlog tickets, maintaining process hygiene, SLA analysis.● Work with different teams to ensure there is minimal backlog of cases and ensure contractual SLA is met.● Responsible to handle Pro-Active and Re-Active problem cases.● Make sure that RCA (Root Cause Analysis) is performed as and when required.● Hygienic/compliant management of timely root cause action item completion. Show less

● Handling Severity 1 cases by taking complete ownership of tickets raised. It involves Updating impacted customers through CCU (customer call updates) the nature of incident along with proper fault locations and ERT.● Handling escalations matrix and bridge calls of different factories to resolve faults within SLA.● Responsible for sending sev1 alerts of any catastrophic incident occurred to all business partners and stakeholders.● Record and track the incident recovery steps… Show more ● Handling Severity 1 cases by taking complete ownership of tickets raised. It involves Updating impacted customers through CCU (customer call updates) the nature of incident along with proper fault locations and ERT.● Handling escalations matrix and bridge calls of different factories to resolve faults within SLA.● Responsible for sending sev1 alerts of any catastrophic incident occurred to all business partners and stakeholders.● Record and track the incident recovery steps throughout the lifecycle of an incident.● Follow all documented procedures related to Incident management.● Tracking of Incident from Opening to Closure, with timely communication to business and escalation to concern factories.● Tracking of Incident from Opening to Closure, with timely communication to business.● Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.● Perform the internal review of incidents and supporting documentation, identifying gaps, and come up with possible solutions to drive improvements to the incident management process.● Providing updates to a variety of audiences including senior and exec management level for significant/highly impactful outages.● Creation and follow-up on tickets being raised regularly for re-occurring incidents Show less

● Handling Severity 1 cases by taking complete ownership of tickets raised. It involves Updating impacted customers through CCU (customer call updates) the nature of incident along with proper fault locations and ERT.● Handling escalations matrix and bridge calls of different factories to resolve faults within SLA.● Responsible for sending sev1 alerts of any catastrophic incident occurred to all business partners and stakeholders.● Record and track the incident recovery steps… Show more ● Handling Severity 1 cases by taking complete ownership of tickets raised. It involves Updating impacted customers through CCU (customer call updates) the nature of incident along with proper fault locations and ERT.● Handling escalations matrix and bridge calls of different factories to resolve faults within SLA.● Responsible for sending sev1 alerts of any catastrophic incident occurred to all business partners and stakeholders.● Record and track the incident recovery steps throughout the lifecycle of an incident.● Follow all documented procedures related to Incident management.● Tracking of Incident from Opening to Closure, with timely communication to business and escalation to concern factories.● Tracking of Incident from Opening to Closure, with timely communication to business.● Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.● Perform the internal review of incidents and supporting documentation, identifying gaps, and come up with possible solutions to drive improvements to the incident management process.● Providing updates to a variety of audiences including senior and exec management level for significant/highly impactful outages.● Creation and follow-up on tickets being raised regularly for re-occurring incidents Show less

● Creating proper agenda at the beginning of chat.● Retain customers who have left Sky within last 12 months by offering some good offers and credits as per customer account.● Profiling the customer to know his requirements.● Educating customer about product, benefits and terms and conditions for the product.● Summarizing the chat in proper way.● Tell the customer billing detail for the services reinstated and date of making payment.● Make sure not to commit fake… Show more ● Creating proper agenda at the beginning of chat.● Retain customers who have left Sky within last 12 months by offering some good offers and credits as per customer account.● Profiling the customer to know his requirements.● Educating customer about product, benefits and terms and conditions for the product.● Summarizing the chat in proper way.● Tell the customer billing detail for the services reinstated and date of making payment.● Make sure not to commit fake promises regarding products and services.● Help the other team members in resolving the issues during chat.● Sharing best practice with team leader and other team members to get the higher sale conversion.● Analyses to find loopholes for improvement● Creating list of frequently asked questions● Handling responsibilities of Team Leader, when not available● Extracting and creating reports● Analysis of reports for improvement● Finding the root cause of a problem and then ensuring that it is resolved through the most appropriate solutions.● Responding quickly to client requirements. Show less

● Core network monitoring for ISP, MPLS and DCN networks in HPNNM and Net cool● Monitoring alarms of the backbone links and network device isolation in network MPLS ISP and DCN.● Monitoring BGP alarms related with Backbone.● Assigning of tickets to Transmission Team in case of link or device isolation due to ring failure or media related issue and follow up with the Transmission Team to resolve the issue.● Monitoring alarms regarding to line cards, trunk down, memory failure… Show more ● Core network monitoring for ISP, MPLS and DCN networks in HPNNM and Net cool● Monitoring alarms of the backbone links and network device isolation in network MPLS ISP and DCN.● Monitoring BGP alarms related with Backbone.● Assigning of tickets to Transmission Team in case of link or device isolation due to ring failure or media related issue and follow up with the Transmission Team to resolve the issue.● Monitoring alarms regarding to line cards, trunk down, memory failure, and accordingly generate the tickets to resolve the same.● Monitoring utility alarms like high temperature of device due to cooling problem and power problem and generate the tickets for the same to the concern department and follow up with utility and O&M to resolve the issue.● Open TAC case with (Cisco/IBM) follow up with team till the issue resolution for Cisco and Juniper Routers.● Follow up with O&M department for delivery and replacement of RMA in case of hardware failure.● Working on HPOV to generate the tickets according to the alarm and assign to concern department.● Maintaining regular backup of devices configuration to recover during the failures.● Generating the RCA’s & do Impact Analysis for the major network incidents. Show less