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Deepak Batra

Laxmi Nagar, Delhi – 110092 | | +91 9560591384


I have 7.75+ years of total experience. I am currently working with Ericsson India Global Services Pvt. Ltd.

I am a solutions-oriented person who thrives in challenging, fast-paced environments where my performance

directly impacts the bottom line. I believe that my strong background in Information & Communication
Technology combined with my experience in ITIL Process Development and Deployment, ISO 27000, ISO
22301, Transition, Transformation, Pre-sales, Operations and Projects helps me in clearly understanding the
Technical & Business view of the Industry and efficiently contribute to it.

I have a very good knowledge of the entire ITIL Lifecycle; have performed various roles in Operations and
Transition and Transformation. I am a part of a global team which does process development and deployment
based on ITIL and eTOM framework.

I got a very good opportunity to deploy ITIL Processes across Service Strategy, Service Design, Service
Transition and Service Operations domains for many clients globally. I have done face to face workshops and
imparted face to face trainings to Network Operations Centres in Germany, Kabul, Netherlands, UK, Romania;
Field Service Operations Team in India, Central America, Turkey and Service Management Team in Dubai and


 Process Development & Process Deployment

 Information Security Management (ISO 27000)
 Business Continuity Management (ISO 22301)
 Business Process Management modelling tools (Visio and ARIS)
 Process Consultancy
 Quality Audit and CSI


 ITIL (2011) Intermediate – Service Operations

 ITIL (2011) Intermediate – Continual Service Improvement
 ITIL (2011) Foundation.
 Cisco Certified Network Associate (CCNA).
 Ericsson Technical Certification – IP Networking
 Master of Business Administration, ICFAI University (Distance Learning)
 Bachelor of Engineering (Hons.) (ECE), Maharishi Dayanand University.


Ericsson India Global Services Pvt. Ltd. (Aug 2014-Present)

Current Designation: - Process Champion

o Process development and deployment based on ITIL and eTOM framework.

o Preparing and defining the project scope of work, its goals and deliverables in MS Project.
o Analyzing current Ways of Working and existing processes (AS-IS) through Interviews, documents
(Contract, SLA, WLA, OLA) analysis, Facilitated Workshops.
o Implementing ISO 22301 Standard:
o Performing Business Impact Analysis – Risk Assessment,
o Preparing BCM Strategy and Business Continuity Action Plans,
o Preparation and performing Exercises & Test Plans
o Preparing the BCM Incident Escalation and Notification Procedure
o Implementing ISO27000 Standard
o Performing Risk Assessment & Risk Treatment Plan preparation,
o Performing Self-Assessment on the ISO27001 and ISO27002,
o SoA preparation (Applicability of the ISO 27000 Security Controls),
o Preparing the Security Incident Escalation Procedure
o Implementing ITIL Processes viz. Contract Management, Requirement Management, Capacity
Management, Availability Management, Change Management, Release & Development
Management, Event Management, Incident Management, Problem Management and Access
o Analyzing the Tools capability to support the process and worked as functional consultant in
customization of tools.
o Measuring the effectiveness of the Processes Developed through metrics and Key Performance
Indicators measurement.
o Conducting training sessions for operational resources, clients and other third party members on
the processes.
o Defining and Holding Governance meeting on defined intervals and reporting the status to all key
o Ensuring lessons learned are properly recorded and documented.

Ericsson India Pvt. Ltd. (Dec 2009 – Jul 2014)

Designation: - Operations Support Engineer

o Worked with Transition and Transformation Team for RCOM Account

Major Responsibilities Undertaken:
 Process Deployment viz. Business Continuity Management, Information Security
Management, Event Management, Incident Management and Problem Management.
 Defining the Process KPIs considering the contract requirement to measure the process
 Holding the governance meeting for ensuring the Process adherence
 Leading the Due-Diligence Team for J&K, Rajasthan and UPW circles
 Carrying out the Due-Diligence activities for Fiber, Transport, RAN, IP/ MPLS and Core
 Performing the Risk Assessment and Mitigation planning on the basis of the Due Diligence
o Worked with pre-sales support team for RCOM Account
Major Responsibilities Undertaken:
 Preparing Solution Document for customers which includes defining the operational
processes, Operational tools, Operational Interfaces and Delivery methodology.
 Extracting services scope as per RFx and formulating services solution to suit customer
 Preparing technical proposals for vendors based on requirements mentioned in RFP
 Analyzing the contractual SLA & KPIs and their calculation methodology
 Answering the SOC (Statement of Compliance) clauses
 Costing of the resources including Tools (software and hardware), headcount, service
outsourcing, etc.
o Handled Due Diligence and Transition & Transformation for SSTL (RJ Circle)
Major Responsibilities Undertaken:
 Understand the AS-IS processes and practices for both wireless and wire line network
 Documenting all the network details & practices
 Gap analyses between the AS-IS and Ericsson’s standard Processes and working with the
teams for implementing and deploying the standard processes


 MS Office
 BMC Remedy
 OneTM
 MS Visio

On-site Exposure

Country Duration
Netherlands 03 Weeks
UK 01 Weeks
Romania 02 Weeks
Central America 03 Weeks
Dubai 02 Weeks
Afghanistan 01 Week
Germany 02 Weeks
Bahrain 04 Weeks
Turkey 03 Weeks


 ACE Award for the Information Security Management and Business Continuity Management Process
Deployments in Germany in Q4, 2016.
 Power Award for the Process Deployments in UK in Q4, 2015.
 Power Award for the Process Deployments in Netherlands in Q4, 2014.
 Certificate of Appreciation for the contribution made in the biggest Transition and Transformation
Project handled by Ericsson India for RCOM account.
 Certificate of Appreciation for the contribution made in the Transition and Transformation Project for
the SSTL account.

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

Place: Delhi
(Deepak Batra)