Shivam Bhardwaj Email and Phone Number

Pricing Benchmarking and Intelligence using ISG Probenchmark™ Tool

Pricing Benchmarking and Intelligence using ISG Probenchmark™ Tool

Interned in the Digital Engineering and Manufacturing services department as a part of Digital Technical Content Management team.

Part of the Shift Head department, which overlooks the day to day operations of the NNOC and ensures error free service delivery by proactive monitoring of the RCOM network to avoid any major incidents, and during the case of any incident or network threat that has a business impact or a major customer Impact, work in coordination with the technical and the field teams towards restoration of the incident at the earliest and in a cost effective manner.Regular follow up of the ongoing issues and escalation to senior authorities whenever required, to ensure the SLAs are met.Complete ownership of setting up and facilitation of the technical bridge in case of the incident and to ensure all the concerned teams and vendors are present during the bridge call until the issue is resolved.Follow up with the teams after the resolution of the incident for detailed RCA to be shared with the stakeholders.Maintaining of KEDB, incident logs and to assess the type of issues and suggest changes in the existing network to avoid such instances in the future.Responsible for approval of emergency change requests and setting up the emergency CAB during the odd hours, should the need arise.

Working in the major Incident Management department, handling day to day escalations for major faults occurring in the telecom network and driving these incidents until resolution.Maintaining the SLAs for customer escalations and for resolution of incidents and updating the stakeholders in case the SLA is breached.Record keeping of all the events occurring in the telecom network on a day to day basis and generating daily weekly and monthly reports.Setting up and facilitation of the technical bridges.In-depth analysis of incidents after resolution to search for the Root cause and develop workarounds to avoid such instances in the future.Updating and record keeping of KEDB, which is to be analyzed at regular intervals to suggest changes in the existing network to ensure healthy operations and error free delivery.