Er.Harpreet Singh

Experience

• 

  Indus Tower Ltd. (On contract with Team Lease and Mafoi Randstad)

  Jan 2009 - Sept 2010

  O&M Engineer (NOC)

  1. Timely resolution of P1 & P2 Incidents. Interaction with different team to resolute incidents within SLA. Maintaining P1 & P2 SLA as per customer agreement, driving War Room for Network availability with necessary escalations. Escalations for ticket blockers to 3PP, Internal queue owners and field operations from SLA perspective. Ensuring queue sustainability. Supporting front office and other teams on ticket progression. Jeopardy Management. Provide technical direction and coordination to the resolver groups involved.2. Monitoring and minimizing network availability and faults. Handle conflict situations and make quick decision while driving incidents.3. Network fault investigation / Root cause analysis. Providing assistance to field based staff and contractors. Monitors and reports customer life network performance and acts to ensure networks availability including e.g. customer SLA fulfillment.4. Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, Show less

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  Aimil Ltd.

  Nov 2010 - Feb 2013

  Customer Support Engineer

  1. Timely resolution of P1 & P2 Incidents. Interaction with different team to resolute incidents within SLA. Maintaining P1 & P2 SLA as per customer agreement, driving War Room for Network availability with necessary escalations. Escalations for ticket blockers to 3PP, Internal queue owners and field operations from SLA perspective. Ensuring queue sustainability. Supporting front office and other teams on ticket progression. Jeopardy Management. Provide technical direction and coordination to the resolver groups involved.2. Monitoring and minimizing network availability and faults. Handle conflict situations and make quick decision while driving incidents.3. Network fault investigation / Root cause analysis. Providing assistance to field based staff and contractors. Monitors and reports customer life network performance and acts to ensure networks availability including e.g. customer SLA fulfillment.4. Delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Center; attend Customer meetings, review SLA performance, Show less

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  KONE

  Feb 2013 - Mar 2014

  Senior Customer Support Engineer

  Elevators

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  ERICSSON INDIA GLOBAL SERVICE PVT. LTD.

  Apr 2014 - now

  Incident Manager

  Project Working - Incident Management.Project Worked - IM Telefonica, Dispatch - MBNL, Telefonica.