Saksham Tewari

Experience on Problem management and Incident management.
 Priority P1 tickets handling and escalation in telecom network to enhance the services provided
to the customers.
 Used JIRA, Servicenow and Onet tools as ticket tracking and handling tools.
 Leading crisis calls, customer and governance calls, quality improvement derived and trackers for
quality of services provided.
 KPI dashboards and reporting, analysis exclusions, meet customer agreed SLA with the best
quality.
 MS Excel macro sheet for dashboards, pivot and graph trend analysis for the tracker of the
deliverable services.
 Ticket tracking system to make a check on all the tickets resolved in agreed SLA with customer
to get the exclusions on exceptional cases.
 Leading KPI calls, tickets quality improvement calls, governance calls, P1/P2 crisis bridge, field
calls with technicians and there managers while preparing MOM for all the calls to track outputs
and next plans required.
 Working on developing and improving required documentation such as process flow diagrams,
roles/responsibilities, presentations, gap analysis reports.
 Access management, field technician alignment, aerial and ground level issues detection and basic
troubleshooting, Drive test for coverage issues, Improvement calls and plans. Checking for
changes perform in network for equipment swaps and managing power outages,adverse
weather situation handling, Event handling etc.
 Managing team of 35 people in rotational shifts and provide them hands-on training and
sessionsabout the work. Let the team know their feedback to encourage them for more good
work.
 Closely working with client leadership and point of contacts across various functions to enhance
the process across ITSM functions.
 Providing updates to all the stakeholders regarding the progress of the incident via hourly
notifications in agreed format as per defined process.
 To ensure with technical recovery teams for the possibility to minimize the business impact or to
restore the impact by performing a work around at the earliest.
 Use Tableau and Power Bi to track, store and use data in a click for better time and dara
management.
 Handling customer technical issue via call and mail, providing them first call resolution otherwise
route the ticket to next level.
 Working on Network architectures and Core nodes, VAS, Tadaam, Esim, DOB, MME,
Datacenters, RNC, BSC etc.
 Monitoring data center activities and IP related issue via Onefm in citrix and using RDS from
VMWare Horizon.
 Knowledge about basic SMS call flow