• Managing L2 & L3 level incidents and troubleshooting within predefined SLAs to ensure quick resolutions• Identifying the bugs in production release builds, to improve system reliability and operational efficiency• Addressing top offender issues affecting service availability and devising actionable plans to mitigate future occurrences• Responsible to address the queries and provide consistent support for the field teams• Responsible for generating and presenting daily KPI reports, reflecting a dedication to performance monitoring and optimization• Committed in delivering efficient incident resolutions in incident review meetings, providing comprehensive feedback• Triggering Escalation to appropriate stakeholders in the event of SLA breach• Identifying the recurring events and minimize the manual intervention by creating automation enhancing efficiency and reducing disruptionsAchievements:• Played a pivotal role by supporting 24/7 in launching Rakuten Mobile service in 2019, earning appreciation from the CEO for dedication and exemplary performance.• Worked on pilot projects, successfully launching them, and providing valuable knowledge sharing to the team for enhanced operational capabilities.

• Responsible for managing RAN L2, & L3 Level Incidents during Japan business hours and ensure minimal disruption to the service• Troubleshoot incidents to meet within SLA and provide feedback and action plan• Triggering escalation to appropriate stakeholders in the event of SLA breach• Ensure all implementation works are completed within SLA & Budget and update management on the progress of the recoveryAchievements:• Got Top performer for the month May & July 2020 and for outstanding performance with Customer (Rakuten)

• Monitor and analyze Radio Network Statistics including busy hours and prepare reports for availability based on SLA & KPIs• Responsible for managing L3 Level Incidents during UK business hours and ensure minimal disruption to the service• Ensure that the recovery is proceeding in a timely and efficient manner & update management on the progress of the recovery, as required• Review Incident and Problem management reports, identifying action plans and update breach codes to improve the performance indicators as necessary contributionsAchievements:• Awarded by Ericsson Account Director and Head of Service management for reducing 620 P3 Delta tickets and managed to recover 608 Tickets, which resulted a success rate of 98.06%• Received Ace award from ETL (Ericsson UK) and MBNL UK for Out of box thinking and providing solutions and outstanding contribution towards MBNL network in Q4 2017

• Drive efficiency and effectiveness of the incident management process• Set up and drive technical and management bridges, update event news, and update management on the progress of recovery• Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator• Acted as a representative of Incident Manager in Service Review Meetings, engaging with critical internal and external stakeholdersTools used:• Nokia tools, BMC Remedy, and collaboration tools such as Share-point