Devendra Garg Email & Phone Number

Noida, Uttar Pradesh, India

• Managing and resolving SAP issues for Novartis client in APAC region.• Working as a Regional service integration manager for APAC region.• Driving ETF call for all P1 and P2 issues and get them resolved asap.• Triggering problem management team for RCA investigation post issue resolution.• Reviewing of Incident Report before circulating to client.• Partner with multiple teams to drive and complete process related deliverables.• Provide process leadership and influence… Show more • Managing and resolving SAP issues for Novartis client in APAC region.• Working as a Regional service integration manager for APAC region.• Driving ETF call for all P1 and P2 issues and get them resolved asap.• Triggering problem management team for RCA investigation post issue resolution.• Reviewing of Incident Report before circulating to client.• Partner with multiple teams to drive and complete process related deliverables.• Provide process leadership and influence direction to SME teams and other IT professionals supporting the delivery of process standardization and improvement for IT.• Apply consistent methods for selection and evaluation of process initiatives.• Coordinate with other process teams to identify cross-program dependencies and leverage resources appropriately.• Lead process improvement/standardization efforts in an IT field as identified by IT and business leadership.• Identify defects and eliminate waste, standardize and improve processes.• Effectively manage process design and improvement projects.• Enhance individual and team performance by creating a climate of consistent and continuous learning (promote new ideas, conduct knowledge sharing).• Understand project scope and Evaluate impact on operations.• Develop and own ST plan and agree with PM the project specific deliverables and timelines. • Involve Service line experts in impact evaluation and manage the ST of the project. • Update Portfolio Tracker• Track open items detected during handover to closure with the projects team.• Liaise with Head STM and report progress and escalate if required. Show less

Noida Area, India

• Handling 6 MS Accounts from Incident Management (Aircel India, Vietnamobile, Airtel Bangladesh, Telstra Australia, U Mobile Malaysia & Mobilicity Canada). • Assessing the business impact of the incident and assigning & updating priority where appropriate• Responsible for the initial decision to initiate an incident command and the assembly of subject matter experts required for incident resolution• Ensuring quality and timely communications of incident status per the standard… Show more • Handling 6 MS Accounts from Incident Management (Aircel India, Vietnamobile, Airtel Bangladesh, Telstra Australia, U Mobile Malaysia & Mobilicity Canada). • Assessing the business impact of the incident and assigning & updating priority where appropriate• Responsible for the initial decision to initiate an incident command and the assembly of subject matter experts required for incident resolution• Ensuring quality and timely communications of incident status per the standard operating procedures. • Define and agree external and internal resources required – set up the team, Build, engage, maintain, direct and motivate the project team for the duration of the work.• Execute the plan, monitor progress against the plan and recommend corrective actions as required.• Establishment & Driving an incident management conference call, chat session and any other communications channels required. • Ensuring accurate tracking of incident conditions, active participant teams and individuals, as well as completed and planned diagnostic and corrective actions.• Execution of Escalation Management procedures per the standard operating procedures.• Engagement with subject matter experts from key technical teams including 1st LA , 2nd LA, Field Team, ELS, SLS and PLM, as well as SDM, MSIP and Directors as required• Triggering Problem Management, once incident is resolved via PT or the Initial MIR as applicable. Show less

Jaipur Rajasthan

• Working in Tsg RF team and handling all Complaints effectively and giving 100% resolution.• Checking Alarms regarding Faults and Fault rectification through Citrix command.• To check ICR (Airtel3G) complaints in voice and data and provide resolution.• coordinating with site engineers to visit various sites depends on customer complaints.• Doing call testing, Optimization.• Collection of Live Network Data like Rx quality, Rx Level etc using Net monitor and analyzing the… Show more • Working in Tsg RF team and handling all Complaints effectively and giving 100% resolution.• Checking Alarms regarding Faults and Fault rectification through Citrix command.• To check ICR (Airtel3G) complaints in voice and data and provide resolution.• coordinating with site engineers to visit various sites depends on customer complaints.• Doing call testing, Optimization.• Collection of Live Network Data like Rx quality, Rx Level etc using Net monitor and analyzing the performance of network. • Hands on experience on Mapinfo 8.5,worked on Agilent/Tems/Nemo DT tools.• Regular visit ASP and customer for on-site technical support.• Performing Site to identify Poor Coverage areas & Call Drops areas.• Field quality feedback, issue tracking and resolution implement in the country/region, Obey Department KPI and reach target goal. • Maintaining various reports like GSM CC weekly report on weekly basis.• Define and manage processes to ensure effective communication of all technical issues, Ensure tasks are completed on time. Show less

Gurgaon

• To escalate alarms to the client(SSTL-MTS) and technology provider(ZTE).• To escalate issues like E1, DS3 Links, and STP fluctuations, Office Inaccessible to the corresponding clients’(BSNL,AIRTEL,RCOM,TTSL,TCL,RAILTEL) on-time.• To look after MSCE, MGW, BSC, Transmission NODES OF ZTE For SISTEMA SHYAM TELESERVICES LTD(MTS) AP CIRCLE.• To configure, augment, commission Cell one, IDEA, AIRTEL BTSOL, Metsolv POI E1s at SDH, Tejas and Testing from end to end.• To configure… Show more • To escalate alarms to the client(SSTL-MTS) and technology provider(ZTE).• To escalate issues like E1, DS3 Links, and STP fluctuations, Office Inaccessible to the corresponding clients’(BSNL,AIRTEL,RCOM,TTSL,TCL,RAILTEL) on-time.• To look after MSCE, MGW, BSC, Transmission NODES OF ZTE For SISTEMA SHYAM TELESERVICES LTD(MTS) AP CIRCLE.• To configure, augment, commission Cell one, IDEA, AIRTEL BTSOL, Metsolv POI E1s at SDH, Tejas and Testing from end to end.• To configure E1’s for WAN Utilization.• To configure Cell sites Dropped VC’s at SDH and NMS, BSC-End as well.• To co-ordinate with Band width Providers like RAILTEL, TTSL, RELIANCE, VODAFONE, TCL, AIRTEL and field engineers,Project managers for clearance of alarms at office,L2-TAX,L1-Tax,Cellone Tax,TTSL,RCOM NLD,ILD and sites.• To co-ordinate with concerned alarm occurred operators for RFO&RCA• To raise TT,FT for the fault site• To check the office loop and break at NNOC• To check the channels loop and break with SDH ANALYZER.• To generate daily, weekly, monthly Performance OUTAGE reports with respect to different Band Width Providers.• To generate Daily KPI and TT,EVDO Reports.• Supervised Installations of ZTE ZXC10 BSC, MGW, MSCE, and SDH. Show less

Gurgaon, India

• Creation & Atomize of daily Network Reports which includes Client Reports & Internal reports.• To investigate and escalation of faults/cause related to BSS Network Elements.• Provide service problem restoration of BSS network faults and prioritize the faults.• Provide Technical Support to BSC Engineer and other Team members.• To investigate faults related to BSS Network Elements.• Regular BSC Health Checkup on Daily Basis.• Escalation of Alarms to respective Engineer… Show more • Creation & Atomize of daily Network Reports which includes Client Reports & Internal reports.• To investigate and escalation of faults/cause related to BSS Network Elements.• Provide service problem restoration of BSS network faults and prioritize the faults.• Provide Technical Support to BSC Engineer and other Team members.• To investigate faults related to BSS Network Elements.• Regular BSC Health Checkup on Daily Basis.• Escalation of Alarms to respective Engineer whenever observed.• Creation of Daily basis Alarms reports of all BSC’s in all SSA. • Audit of all reports including internal report & client report.• Capture all performance data.• Creation and Analysis of Daily basis agent performance Reports of BSC’S.• Creation of weekly & monthly agent performance Reports.• Extract various reports from Netnumen software on a daily basis. Show less