Brunda.

K
brundabhaskar@gmail.com +919900692478

CAREER SUMMARY

Dedicated and result driven Team Leader with experience in the field of Incident Management,
also an assertive and enthusiastic professional with proven track record of consistently
completing tasks with high energy and on time as per specifications. Outstanding analytical and
managerial skills and demonstrated the ability to thrive under pressure.

Objective - Seeking a better & responsible position as Incident Manager/Problem

Manager/Change Manager in an organization, that gives me an opportunity to enhance my
personal and professional skills in conjunction with goals and objectives of an organization.

KEY SKILLS & CORE COMPETENCIES

Excellent analytical and managerial skills | Ability to multitask

Exhibits ideal leadership | Ability to handle stress
Energetic and Dedicated | Growth-Oriented
Excellent communication skill

TECHNICAL EXPERTISE

Extensive experience in Incident Management, Problem Management and Change

Management
Expert in MS Excel, PowerPoint, Outlook, Windows XP, and Windows 7
Well versed with ticketing tools like ITSM, BMC Remedy and WFM Work Force Management
Strong decision making and problem solving skills, expert in providing Root Cause Analysis
Ability to prioritize tasks and workloads in order of priority and have a track record of
completing assigned work before deadline.
Ensuring KPI / SLA Fulfillment related to Network Surveillance & 1st Level troubleshooting
of the events taking place on the network
Liaise with all Problem resolution groups hosting RCA calls and standard communication
methods to ensure swift resolution of Problems within SLA targets
Arranging, running, documenting and all follow-up activities relating to Major Problem
Reviews (for P1 and all high visibility incidents)
Ownership and protection of the Knowledgebase, contribute to the Knowledgebase
inclusions
Act as a Shift Lead to run the shift and operations smoothly

EXPERIENCE SUMMARY
 Working as Service Desk Engineer at Equaliser Softech Pvt Ltd.

CERTIFICATION

ITIL Foundation V3 Certified

PROJECT SUMMARY

Ericsson India Global Services March 2015 to Current date

Title: Senior Engineer

Project involved dispatching Field Engineers in the United Kingdom to visit the site that is
causing service disruption in the telecommunication network.

Job Responsibilities:

Managed a team of engineers who dispatch tickets using WFM Work Force Management
tool to the field engineers in UK and ensure the issue is resolved within the service level
agreement.
Prepare and provide daily status reports to the higher management over bridge call
Make presentation on the network availability and SLA breaches to be presented to the
client on weekly basis
Ensure all the High Priority issues are resolved within ART and SLA
Analyze and prepare a report on the dispatch failures to provide feedback and
improvement plans to the engineers
Build a report on the WOs assigned to the Field engineers to ensure they are planned
according to the process
Provided RCA for the issues that failed ART and mitigate the reason for failure it to the
clients
Learnt and handled multiple contracts within a short period and have provided training to
the new employees
Shift and Cab roster preparation and improved on the quality of work delivered
Handled escalation directly from clients in a very professional manner and made sure they
are satisfied with the work delivered.

Alcatel -Lucent India Aug 2014 to March 2015

Title: Senior Engineer Incident Manager

Job Responsibilities:

Preparation of reports like SDM daily Report, SMSC Reports, VMT Reports and GPRS
Reports.
Handling customer complaints and troubleshooting.
Incident management and field dispatch for clients Vodafone Qatar(VFQ)
Achievement of the response and restoration SLAs, co-ordination with different
stakeholders, clearance of long pending incident tickets
 Managed Incident Resolution from initial occurrence to successful outcome.
Negotiated with Other managers to Establish Priorities.
Assisted with Development of Incident Process documentation & Incidents reports.
Communicated with all levels of Management.
Review on SLA achievements
Continuous follow-up with global support teams for quicker incident resolution
Supervise and synchronize activities during the incident
Preside over bridge calls for effective coordination, incident resolution, service restoration
Continuously follow-up with support team for relevant notification updates per SLA and
drive resolution
Managing Operational Client escalations.
Provide input to and coordinate the development of the Network Incident Report (NIR) and
the Root Cause Analysis (RCA), including initial recommendations to prevent the re-
occurrence of a similar incident.
Ensure quality of information in High Severity Incident records is accurate to support other
Service Management processes.

Nokia Siemens Networks Pvt Ltd Dec 2012 to July 2014

Title: Monitoring Technician

Started my career in Nokia Siemens Networks as a Monitoring Technician

Job Responsibilities:

Monitoring Alarms from Netcool or from the OSSRC and will raise a Trouble ticket
Clearing of Node-B alarms
Troubleshoot of 3G Flexi BTS in the RNC and Application Launcher.
Provide daily updates in a daily call with the customer
Creation / Deletion of COCO for Node B cell sites
Review on Long pending tickets which have not been addressed for long time
Periodic follow-up with global support teams for quicker incident resolution
Preside over bridge calls for effective coordination, incident resolution, service restoration

EDUCATION

Bachelor of Technology, Hi-tech College of Engineering and Technology

(Affiliated to JNT University), Hyderabad, Andhra Pradesh, INDIA.
Intermediate, MNR Junior College, Hyderabad, Andhra Pradesh, INDIA.
SSLC, St: Joseph Girls High School, Bellary, Karnataka, INDIA

DECLARATION:

I hereby declare that all the information furnished above is true to the best of my knowledge.

Date:
Place: Bangalore
(Brunda.K)