Rohit Shangle Email & Phone Number

Australia

Adelaide, Australia

• Govern and manage entire lifecycle of an Incident from event detection to Incident logging and driving the Incident ticket to resolution. Also ensuring that any findings are captured in the PIR, delivered to customer, while outstanding items are captured and tracked in a Problem Ticket. • Run Major Incidents internally as well as externally (between customer and their vendors) via tech bridges to ensure prompt action and effective resolution of breakdown while keeping stake holders… Show more • Govern and manage entire lifecycle of an Incident from event detection to Incident logging and driving the Incident ticket to resolution. Also ensuring that any findings are captured in the PIR, delivered to customer, while outstanding items are captured and tracked in a Problem Ticket. • Run Major Incidents internally as well as externally (between customer and their vendors) via tech bridges to ensure prompt action and effective resolution of breakdown while keeping stake holders informed with timely updates. Currently supporting Energy sector clients, State Government, Federal Government agencies and commercial clients across various geographic location.• Managing Change control process by assisting change managers with risk assessments, Go-No-go decisions, chairing and running CAB meetings, obtaining necessary approvals for ongoing changes, assist in post change implementation report (PCIR). • Drafting and managing effective end user, technical and executive communications during Incidents and Changes• Attending Operations and monthly CSI meetings with clients to present Incident and Problem trending report, while using the opportunity to also understand their requirement to deliver exceptional customer experience in the areas of Incident and Problem management.• Perform investigative analysis and reporting on chronic issues as a part of Proactive Problem Management.• Working closely with Customers and SDMs to identify gaps in Incident, Problem and change management process and make amendments or introduce more effective process. • Create dashboards for self-use and managers of different resolver group to ensure SLAs are tracked thus minimizing chances of breach.• Working with various resolver groups to design Knowledge articles that helps improve the average restoration time of Incident.• Reviewing Incident Problem and change process for onboarding new customers.• Representing IM and PM processes in ISO Audits. Show less

Adelaide, Australia

Incident Management• Identify Incident records that are not progressing and escalate where immediate attention is required.• Set strategic directions and manage governance of Incident Management process.• Create dashboards for Managers and Team leaders of different resolver group to help them manage their Incident queue efficiently. • Identify any business impact to customer service availability or accessibility.• Engage Problem Manager to assist with Incident recovery… Show more Incident Management• Identify Incident records that are not progressing and escalate where immediate attention is required.• Set strategic directions and manage governance of Incident Management process.• Create dashboards for Managers and Team leaders of different resolver group to help them manage their Incident queue efficiently. • Identify any business impact to customer service availability or accessibility.• Engage Problem Manager to assist with Incident recovery or to initiate Problem Management activities.• Proactive identification and resolution of potential problems.• Provide trending reports and run weekly meetings with Managers of various resolver group to achieve best Incident compliance practices across the organisation.• Facilitate any Incident review meetings.Major Incident Management• Assess Priority of Incident and engage resolver groups to ensure prompt action taken to restore services. • Gather all available information relating to Major Incident and send communications out to all stake holders until recovery at a regular interval.• Initiate and facilitate technical and management bridge calls. • Obtain required approval from Stakeholder where Major Incident requires escalation or Change.• Ensure Incident record is updated with all relevant information, child tickets, Changes raised etc.• Produce and distribute Major Incident Reports (MIR) in consultation with Incident Resolver and Stakeholders (i.e. SDM) • Attend Daily Operations Meeting run by Client and provide update where required. Show less

Adelaide

• Analysing data from the network monitoring tools and IT Service Management tools to look at trends or trouble spots requiring corrective action.• Assess all the Incident tickets and work collaboratively with the Problem Management and Incident Management team to understand and minimize SLA breaches.• Provide reports, making recommendations to the technical teams and service delivery teams on areas of improvement. • Producing monthly, weekly, daily or ad-hoc reporting for the… Show more • Analysing data from the network monitoring tools and IT Service Management tools to look at trends or trouble spots requiring corrective action.• Assess all the Incident tickets and work collaboratively with the Problem Management and Incident Management team to understand and minimize SLA breaches.• Provide reports, making recommendations to the technical teams and service delivery teams on areas of improvement. • Producing monthly, weekly, daily or ad-hoc reporting for the technical teams, service delivery teams and customers.• Working closely with the project and delivery teams to maintain a detailed knowledge of the customer environments which will be critical to the ongoing data analysis requirements of the role.• Working collaboratively with the reporting development team to improve the reporting solution. Show less

Adelaide, Australia

• Study and analyse the network performance of SAG (South Australia Government) on monthly basis and let Lead Engineers and customer know about upcoming issues in network.• Prepare SAG (South Australia Government) MNS Management reporting on a monthly basis to present an overview of whole of Government statistics and analysis.• Meet Clients on monthly basis and liaise with Client Services Managers to work towards continuous improvement.• Preparing Technical Ad-hoc reports for all… Show more • Study and analyse the network performance of SAG (South Australia Government) on monthly basis and let Lead Engineers and customer know about upcoming issues in network.• Prepare SAG (South Australia Government) MNS Management reporting on a monthly basis to present an overview of whole of Government statistics and analysis.• Meet Clients on monthly basis and liaise with Client Services Managers to work towards continuous improvement.• Preparing Technical Ad-hoc reports for all the agencies in SAG• Review any Service Requests with missed SLAs to determine root cause for delays and document findings for inclusion in associated service improvement plans.• Work closely with L3 Engineers and Client Services Managers to consistently deliver excellent reporting solutions to your clients.• Assist in deployment of monitored devices following movement, addition, changes or deletions.• Maintain detailed knowledge of (and be sensitive to) clients’ environments, including maintaining and updating relevant documentation.• Troubleshoot and diagnose root cause of incidents identified within the monitoring solution, and facilitate the resolution of such incidents and problems.• Actively participated in transition of services from old system to new tools which involved requirement gathering, continuous testing, gap analysis & training.• Manage a team of 4 Reporting Analysts and Support Engineers by providing a monthly work schedule and tracking the progress on daily basis. Show less

Adelaide, Australia

• Provide a professional first point of contact to all the Voice and Data customer. • Processing new and configuration orders relating to fixed telecommunication network eg. ISDN & PSTN services.• Providing technical advice for any network related issues in accordance with individual customer needs.• Troubleshooting of faults with in the service level agreement. • Providing back up to our sales, Inbound and customer service team • Managing and documenting all customer… Show more • Provide a professional first point of contact to all the Voice and Data customer. • Processing new and configuration orders relating to fixed telecommunication network eg. ISDN & PSTN services.• Providing technical advice for any network related issues in accordance with individual customer needs.• Troubleshooting of faults with in the service level agreement. • Providing back up to our sales, Inbound and customer service team • Managing and documenting all customer request through to completion• Escalating key issues to the higher authorities in Telstra whenever required• Establishing technical solutions to solve known issues and assist in the development of solutions for new technical issues raised by clients and ensuring all requests are followed up until the request has been completed successfully• To answer incoming enquiries promptly, competently and professionally• To quickly build rapport with clients and solve any problems they may have in a timely manner Show less

Toronto, Canada Area

• Coordinating with ISPs & Enterprise customer for delivering Telecom solutions & Software.• Project planning (UNIX & Linux based traffic Analysis & call accounting software) & successful delivery of allocated project within SLA.• Coordinating with Sales & Support teams for delivery of allocated project as per customer's expectation & assuring quality of service.• Restoration of faults.• Anchoring Project review meetings.• Assigning projects to team members & approving… Show more • Coordinating with ISPs & Enterprise customer for delivering Telecom solutions & Software.• Project planning (UNIX & Linux based traffic Analysis & call accounting software) & successful delivery of allocated project within SLA.• Coordinating with Sales & Support teams for delivery of allocated project as per customer's expectation & assuring quality of service.• Restoration of faults.• Anchoring Project review meetings.• Assigning projects to team members & approving timesheets of filed engineers.• Relationship management and assuring services for premium North American clients like AT&T, Bell Canada and Atomic Energy Research Canada Etc. Show less

New Delhi Area, India

• Coordinating service delivery/installation of ISDN, VPN, IPLC, DIA, LL, POTS and Broadband using wireless and wire line technology.• Assisting construction Team in laying of fiber and BTS installation.• Installation and Up gradation of DLC(multiplexer), transport equipment and Cisco Routers & Switches. • Troubleshooting (Level 1) of faults for all wire line products• Monitoring network to proactively anticipate the upcoming problems.• Prepare a Monthly performance report… Show more • Coordinating service delivery/installation of ISDN, VPN, IPLC, DIA, LL, POTS and Broadband using wireless and wire line technology.• Assisting construction Team in laying of fiber and BTS installation.• Installation and Up gradation of DLC(multiplexer), transport equipment and Cisco Routers & Switches. • Troubleshooting (Level 1) of faults for all wire line products• Monitoring network to proactively anticipate the upcoming problems.• Prepare a Monthly performance report and present it to customer as a part of continuous service improvement program. • Review meetings with customer (Discussing Service uptime, Faults logged, resolution)• Maintaining a record of daily handled Escalations, Alterations and service availability report for high revenue customers via CRM tools namely CLARIFY, CLARITY and Remedy. • Processing change request i.e. rate plan, bandwidth up gradation, relocations etc.• Sending Reason for outage to the customer. Show less

Bachelors Of Engineering, Electronics And Instrumentation

Secondary, Science