Summary
Overview
Work History
Education
Skills
Accomplishments
Activities
Personal Information
Disclaimer
Certification
Languages
Work Availability
Timeline
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MOHANRAJ B N D

Belukurichi,India

Summary

Intend to build a career with leading corporate of hi-tech environment with committed and dedicated people, which will help me to explore myself fully and realize my potential. Willing to work as a key player in challenging & creative environment.

An energetic professional with 11 years of rich experience in IT Service Management

Overview

11
11
years of professional experience
1
1
Certification

Work History

Associate Consultant

HCL Technologies
05.2023 - Current
  • Providing support for on call escalations and doing root cause analysis of given issue
  • Independently resolving tickets within agreed SLA of ticket volume and time to adhere to quality standards, regulatory requirements and company policies
  • Work on value adding activities such Knowledge base update and management
  • Training freshers, coaching analysts to ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
  • Managing/delivering contracted SLA performance for incident management: Service desk (IMPACT process), Strategic/major incidents, and escalation management
  • Customer Interaction: Working with customer stake holders on all matters related to incident management e.g
  • Major incident review, Management escalations, Continuous Improvement plans etc
  • Interacting with HCL delivery, account service team (AST) or/ other relevant teams to ensure proper Incident Management is implemented for a given account
  • Working with towers to ensure efficiency of the end-to-end incident management process
  • Working with other account process owners to ensure seamless, end to end service delivery across processes e.g
  • Problem, Change, Configuration and Capacity Management
  • Day to day management and operational reviewing of the Strategic incident manager operations
  • Delivering Incident Management Reporting (internal and external): Process KPI, Management reports
  • Providing process performance reports to management and attend reviews Reports created by reporting Team
  • Establishing and executing improvement plans as appropriate
  • Project: The ODP Corporation
  • Tools Used: GLPI, JIRA, Atlassian

Senior Major Incident Manager

Dell Technologies
03.2022 - 04.2023
  • Handling high priority Boeing IT Operation related incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
  • Boeing IT operation related incidents such as Network issue, Application issue, Server or Database issues will be handled and documented
  • Continuous monitoring of Ops Chat, Queue for any new Incidents and being available to take the MIM hotline calls in the shift to see the problem reported
  • Assessing incident priority based upon impact to business and escalated issues as necessary
  • Tracking and follow-up of open tickets with different functions for the closure of the trouble tickets and fault rectification within the agreed SLA
  • Initiating the bridge whenever the incident reported by bringing in the technical people
  • Updating the journal section to note every step being performed by technical team
  • Driving the incident in an efficient manner to close the incident within agreed SLA
  • Documenting everything such as meeting participants, journals, incident start/end time in OneNote and drafting the MIR
  • Raising a problem ticket after the incident resolved and assign it to the Problem management team to find the Root Cause Analysis
  • Setting up an AAR (After Action Review) call & prepare AAR report with participants involved in the incident technically to avoid getting the same INC in future
  • Preparing Daily/Weekly/Monthly Executive Report on Major Incidents Reported
  • Mentored junior engineers and new hires to better improve competency and efficiency of all staff
  • Project: The Boeing Company
  • Tools Used: Service Now

RAN Rescue Analyst – Associate Tech Specialist

Tech Mahindra
06.2021 - 03.2022
  • Preparing the Daily Rescue Reports to the CEO of Rakuten
  • Setting up the ITIL process of Escalation Matrix for Emergency Response team and Rescue Team to handle issues smoothly in a timely manner
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
  • Monitored installation and operations to consistently meet rigorous customer requirements
  • Provided immediate emergency response and incident management
  • Conducted post-resolution reviews with team members
  • Effectively manages the Availability of Open v-RAN sites
  • Following up Critical/Emergency outages with the incident management team and report it to Senior Management
  • Co-ordinate with the Field Team to rescue the sites that requires Field Visit
  • Analyze the everyday outages due to Transmission/Cloud/Software issues and escalate it to the respective team and drive it to the resolution
  • Trend Analysis to identify increase or decrease in HW/SW or any other fluctuations and drive it to the resolution
  • Software Deployment support and doing pre-post analyzation
  • Tracking and driving Site solution improvement activities
  • Helps the team to work more efficiently without any escalations from the customer
  • Perform and communicate Daily Health Checks to Management (Dashboard)
  • Project: Rakuten Mobile
  • Tools Used: FORESIGHT, JENKINS

Assistant Manager (Incident Manager + LTE Fault Management Lead)

Huawei Technologies
02.2019 - 02.2021
  • As Incident Manager: Make sure that all the Critical and Major Incidents are addressed within SLA response time
  • Chair Bridge calls for effective co-ordination of incident resolution and service restoration
  • Responsible for sending Incident notifications as per agreed process with Customer
  • Continuously follow up with support team for relevant updates, track against SLA and drive to resolution
  • Track team progress on High Priority and Major Incidents and provide daily status updates on outage impacting
  • Generate weekly and monthly outage reports and provide to senior management
  • Review SLA Performance and recommend any service improvement plans, if required
  • As LTE Fault Management Technical Lead: Supporting the team on 24/7 basis to ensure smooth functioning of Fault management activities and processes
  • To troubleshoot faults on NOKIA ENODEB through Net act Server Applications and Element Manager
  • Ad-Hoc activities based on the customer requirement
  • On-Call support during critical outages with field engineers
  • Motivated team to meet technical support deadlines
  • Staffed Concerns with executive management
  • Project: Telkom SA
  • Pay Role Company: Quesscorp limited

FM LTE Engineer

Nokia Networks
08.2017 - 02.2019
  • Rectifying Alarms on Nokia LTE
  • To conduct network surveillance, take ownership of faults, manage & resolve the fault with minimal outage
  • To ensure smooth running of the network by resolving various faults within SLA
  • RET Assignment and Naming
  • On call support with FE for CPRI troubleshoot and other activities
  • Monitoring important KPIs for the migrated sites
  • Checking sleeping cells in the network and perform troubleshoot accordingly
  • Software Up gradation on Nokia LTE
  • Re-commissioning of ENODEB remotely
  • CM plans provisioning based upon the customer requirement
  • Measurements Activation/De-Activation/Modification based upon the customer requirement using AOM application in the Net Act
  • RRC establishment monitoring at the time of migration, KPI monitoring support
  • Hand-over the sites to AT&T after the successful Migration of BBU
  • Providing CPRI SFP Maintenance Health Check Reports to the customer
  • Successfully handled FM team with team of 15 members as a Lead for all the technical activities (SPOC)
  • Project: AT&T USA
  • Pay Role Company: Samax Pay Role Company: CSS Corp

FM LTE Engineer

Huawei Technologies India Private Ltd
07.2016 - 07.2017
  • Reviewing the site structure
  • Troubleshooting the Nokia LTE
  • Giving remote end support for field engineering to trouble shoot the faults
  • Co coordinating with L2 & L3 to fix the fault
  • BTS Certificate creation on Nokia LTE
  • Rectification of Antenna Line Device Failure alarms
  • Good Understanding of LTE Network Architecture and Protocols
  • Call support for Login and Logoff
  • Worked on Incident Management as well
  • Creating Major Incident Report and Critical Incident Reports
  • End to End ticket follow up
  • Project: Airtel DRC
  • Pay Role Company: Ikya

Assistant Engineer-1st Level Assurance

Ericsson India Global Service Private Limited
01.2015 - 06.2016
  • Supporting the team on 24/7 basis to ensure smooth functioning of Fault management activities and processes
  • To troubleshoot faults on NOKIA ENODEB through Net act Server Applications and Element Manager
  • Accounting the outages in IPCM tickets in proper priority matrix
  • Applying First Time Fix and escalating to corresponding team as per escalation Matrix
  • Monitor Team Queue for tickets assigned and process first-in first-out based on Priority Matrix
  • To Take and analyze diagnosis of LTE in case of any fault, and to coordinate with field engineers for replacement of the faulty unit, keeping the outage minimum
  • Accepting and resolving the assigned Trouble Ticket to our profile
  • Also, creation and assignment of Trouble Ticket and Work order to another supporting team
  • Worked Well on NOKIA ENODEB under Darwin Project

Fault management Engineer

NOKIA SIEMENS NETWORKS
11.2013 - 12.2014
  • Alarm Monitoring
  • Rectifying Alarms
  • Reviewing the site structure
  • Troubleshooting the Alarms
  • To conduct network surveillance, take ownership of faults, manage & resolve the fault with minimal outage
  • To act upon critical outages effectively & reduce network outage to the maximum
  • Clearing of various Alarms generated in the Cell Site
  • Worked on 2G NOKIA on BTS Level for one year

Education

B. Tech - NANOTECHNOLOGY

SRM UNIVERSITY
05-2013

Higher Secondary -

Vetri Vikaas Hr, Sec School
03-2009

S.S.L.C -

Kalaimagal Matriculation Hr. Sec School
03-2007

Skills

  • Communication skills
  • Tendency to work hard
  • Creativity
  • Co-ordinate with others
  • Work in Harmony
  • Problem-solving
  • Documentation skills
  • Emergency response

Accomplishments

  • Studied in Vetri Vikaas Institution with 80% Academic Fee Scholarship.

Activities

  • Volunteered and participated in various national and international conferences.
  • ICONN (International Conferences on Nano science and Nanotechnology) 2010 by Indira Gandhi Centre for Atomic Research (IGCAR), Kalpakam, India.
  • 56th DAE-Solid State Physics Symposium by Department of Atomic Energy 2011, Government of India.
  • IEEE Conference 2012 (Institute of Electrical & Electronic Engineers).
  • ICONN 2013.
  • Cultural Secretary of 'QUANTA', the department association.

Personal Information

  • Height: 177 cm
  • Weight: 76 kg
  • Date of Birth: 02/01/91
  • Nationality: Indian
  • Marital Status: Married

Disclaimer

I hereby declare that the information given above is true to my knowledge.

Certification

  • ITIL 4 Foundation Certificate in IT Service Management - AXELOS Global Best Practice.

Languages

English
Full Professional
Tamil
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Associate Consultant

HCL Technologies
05.2023 - Current

Senior Major Incident Manager

Dell Technologies
03.2022 - 04.2023

RAN Rescue Analyst – Associate Tech Specialist

Tech Mahindra
06.2021 - 03.2022

Assistant Manager (Incident Manager + LTE Fault Management Lead)

Huawei Technologies
02.2019 - 02.2021

FM LTE Engineer

Nokia Networks
08.2017 - 02.2019

FM LTE Engineer

Huawei Technologies India Private Ltd
07.2016 - 07.2017

Assistant Engineer-1st Level Assurance

Ericsson India Global Service Private Limited
01.2015 - 06.2016

Fault management Engineer

NOKIA SIEMENS NETWORKS
11.2013 - 12.2014

B. Tech - NANOTECHNOLOGY

SRM UNIVERSITY

Higher Secondary -

Vetri Vikaas Hr, Sec School

S.S.L.C -

Kalaimagal Matriculation Hr. Sec School

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