NADEEM ALI

Ghafoor Nagar, Jamia Nagar, Okhla, New Delhi

Email: nadeemali7141@gmail.com
Contact: +91 8802252002

Results-driven Incident Manager with 5.5 years of experience in managing and resolving critical
incidents in high-pressure environments. Proven track record of efficiently coordinating cross-
functional teams, minimizing downtime, and ensuring rapid incident resolution. along with ITIL,
RHCSA & RHCE certifications.

PROFESSIONAL EXPERIENCE
16TH
MARCH 2023 – 17 TH
NOVEMBER 2023
MAJOR INCIDENT MANAGER, LTI MINDTREE

Managed and coordinated the end-to-end incident lifecycle, ensuring timely
and effective resolution to minimize business impact.
 Collaborated with cross-functional teams and stakeholders to coordinate
incident response efforts and ensure alignment with SLAs and KPIs.
 Utilized incident trend analysis to identify recurring issues and initiated
problem management activities for long-term resolution.
 Developed and maintained comprehensive incident management procedures,
runbooks, and standard operating procedures (SOPs).
 Monitored incident progress and provided regular updates to stakeholders,
ensuring transparency and clear communication.
 Participated in change management activities to assess incident impact and
coordinate necessary actions during change events.
 Led incident management trainings and workshops for team members to
enhance skills and knowledge.
 Demonstrated availability 24/7 for incident management process and
responded promptly to critical incidents.
 Contributed to ongoing service improvement initiatives by identifying areas
for process enhancement and efficiency gains.
 Collaborated with technical teams to prioritize and escalate incidents based on
business impact and urgency.
 Assisted in the transition management process, providing reverse knowledge
transfer, and ensuring operational readiness.
 Engaged in continuous learning to stay updated with incident management
best practices and industry trends.
4 MARCH 2022 – 13TH MARCH 2023
TH
INCIDENT MANAGER, ERICSSON GLOBAL INDIA (ORANGE BELGIUM).
 Managed and coordinated the end-to-end incident lifecycle, ensuring timely
and effective resolution to minimize business impact.
 Managed a team of FO RAN engineers responsible for incident resolution,
ensuring that network issues were promptly addressed and resolved.
 Implemented incident management processes and procedures to streamline
incident handling and reduce mean time to resolution (MTTR) Utilized
incident trend analysis to identify recurring issues and initiated problem
management activities for long-term resolution.
 Led incident post-mortems to identify root causes and develop preventive
actions, resulting in a 100% reduction in recurring incidents.
 Collaborated with other departments, including NOC, engineering, and
vendors, to coordinate incident response efforts and resolve critical network
issues.
 Played a key role in maintaining network KPIs within acceptable thresholds,
meeting or exceeding SLAs.

16TH MARCH 2020 – 03RD MARCH

L1 ENGINEER, TATA COMMUNICATIONS & TRANSFORMATION SERVICES (LUMEN
USA).
 Worked with TCTS as Fault Management Engineer under CENTURYLINK (US)
project for RT (Remote Terminals).
 Worked on Blue zone Tool & TTI Launcher for troubleshooting, NMA EG for
Monitoring of critical alarms and outages.
 Tracking historical data like RCA, Incident for the Alarm which occurred in the
past
 Co-Ordination with Level 2 Engineers, Fault Management Expert & other
Operator’s switch Engineers for quick resolution of faults.
 Working on Trouble Ticket for all severity predefined alarms and incidents
 Following up all NOC process & SLA.
 Provide remote technical assistance to field teams and ensure that field work
implemented without impacting the network health.
 Login and checked for issues in remote terminals.

28TH OCTOBER 2017 – 19TH JULY 2019

NOC ENGINEER, ERICSSON GLOBAL SERVICES (OUTSOURCE- ZULU TELESERVICES CONVERTED
TO AERIAL) (ZULU 28TH SEPTEMBER 2017 TO 31 DECEMBER 2017) (AERIAL FROM 1
JANUARY 2018 TO 19TH JULY 2019)
 Worked in Ericsson India global services private limited as an assistant
engineer.
 Worked in performance management team.
 Provide remote technical assistance to field teams and ensure that field work
implemented without impacting the network health.

2
  Manage incidents and network performance within SLA’s, OLA’s and KPI’s.
 Regularly participates in the shift handover process with previous and
incoming shift teams to help sync and transfer any ongoing issues or outage.

EDUCATION
2013-2017
B. TECH, CET-IILM AHL
Completed B. Tech in electronics and communication with overall 65% from CET-IILM
Academy of Higher Learning, Greater Noida affiliated to APJ Abul Kalam Technical university.

2012
12TH, JAMIA SENIOR SECONDRY SCHOOL
Completed class 12th with 71.83% marks from Jamia Millia Islamia.
2010
10TH, JAMIA SENIOR SECONDRY SCHOOL
Completed class 10th with 73.82% marks from Jamia Millia Islamia.

SKILLS
 Unix, Linux, Virtual Machines.
 Networking, switch, Router, LAN, WAN, Network Topologies.
 Microsoft Office, Outlook360
 Monitoring Tools(Onetm, Onefm)
 DNS, LDAP, NFS, FTP, SSH, LVM, ISCSI,
 File, users, permission & Process Management in linux
 IPV4/IPV6, Ethernet Bonding
 ITIL Training.