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.
• 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
• 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.
• 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.
• 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.

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

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
• 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.

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
• 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.

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

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

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

Bachelors Of Engineering, Electronics And Instrumentation

Secondary, Science