Prateek Jain

Experience

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  Ramy Infotech Inc.

  Jul 2011 - Jan 2013

  Technical Resource Specialist
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  SysMind LLC

  Feb 2013 - Mar 2014

  Technical Resource Specialist
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  Ericsson

  Mar 2014 - Aug 2021

  Sr. Engineer / Major Incident Management / ITSM (ITIL V3 Foundation Certified)

  Project : MoMO (Mobile Money) M-Commerce (Africa) / Airtel Africa / MTN Nigeria IN (Intelligent Network) / Smile NG (RAN & Transmission)(ITIL V3 Foundation Certified)Key Responsibilities :1. Assemble the Technical Recovery team once severity 1/severity 2 outage is declared.2. Setting up of Technical & Management Bridge.3. Speedy Restoration for all incidents.4. Verification of MIN messages to ensure completeness & correctness of the information being sent to the customer.5. To act as a center focal point for all departments during Severity 1/severity 2 incident and coordinate between them to get the speedy results.6. Manage Incidence 24X7 and ensure minimal disruption to the service.7. Ensure an Action plan / Back up Plan is created for the restoration within SLA.8. Ensure timely communication / information flow towards internal & external stakeholders.9. Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA.10. To circulate the important reports related to Severity 1 performance as per the instructions.11. Fulfillment of Balanced Scorecard / IPM parameters. 12. Interact with the interfaces: Level 1 Operations, Back Office, Field Operations & Maintenance, Second Line team, MSIP, Recovery Leader, and Incident Management Team.13. Minimize the Business impact of Incidents.14. Prepare MOM & WOW during team meetings. 15. To lead the team as one coherent unit and deliver as per agreements. 16. Real Time & continuous follow-up with global support teams for Critical incident resolution.17. Manage and coordinate activities during overall ticket life cycle.18. Management Escalation Process. 19. Responsible for prediction, pre-identification of outages/alarms in a network based on correlations with the use of data analytical tools, Proactive problem analysis and implementation of corrective actions for all type of problems that cause or may cause an interruption to or reduction in the quality of that service. Show less

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  HCL Technologies

  Sept 2021 - May 2022

  ITSM and SIAM - Associate Consultant
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  Accenture

  Jun 2022 - now

  Cloud Service Operation - SIAM Associate Manager (ITIL 4 Foundation Trainer)

  • Working as an operations manager and managing a team for (SIAM Major Incident manager, Problem Manager, Change Manager, Knowledge management, Release & Deployment Managers)• Using the Service Management tool – Cherwell, BMC Remedy and Service Now (ITSM).