Ashish Singh

About Ashish Singh

ITIL-certified Incident Manager with over 9 years of experience in Incident Management and Problem Management, NOC and telecom operations.I specialize in managing the complete incident lifecycle (P1–P4), handling major incidents through bridge calls, coordinating with global vendors (Ericsson, Huawei), and ensuring SLA/KPI compliance. I have consistently improved MTTR, service reliability, and process efficiency through automation and proactive governance.Skilled in BMC Remedy, Jira, Salesforce, Visio, and telecom network tools. I’m passionate about driving continuous improvement in 24x7 service environments and am open to Incident Manager, NOC Lead, or Service Delivery Manager roles in INDIA.

Experience

1. Sr Service Reliability Engineer

   BT Group

   Mar 2016 — Present · IN

   Led 24x7 operations support for 2G, 3G, 4G, and 5G network services for UK Telefonica customers. Performed continuous support and managed incident tickets for Ericsson and Huawei vendors using BT portals, ensuring timely progression and resolution. Handled major incidents (P1/P2) by initiating bridge calls and driving resolution with vendors (Ericsson/Huawei), field engineers, and service desks. Updated and closed tickets upon successful recovery with proper documentation, ensuring strict adherence to SLA and KPI compliance. Requested and managed downtime approvals for high-impact issues. Raised CRQs (Change Requests) and Purchase Orders based on operational needs. Managed incident escalations and coordinated with cross-functional teams (vendors, tech leads, field engineers) to meet SLAs, KPI and reduce downtime by 50%. Facilitated daily operations calls and governance forums (Jeopardy, Service Provider Review, Operational Excellence). Led high-level process involvement calls, including Operational Efficiency, Process Excellence and Service Provider. Provided training to new joiners and assisted with tool access setup. Support Service Desk team during high-volume periods. Continuous Improvement Initiatives and Key Achievements- Developed an idea to recover incorrect review dates on INCs. Implemented a solution to track and recover missing SLA breach reasons on INCs. Introduced an automated notification system for incident aging to ensure timely resolution. Successfully designed and implemented Visio process documentation. Developed Manual Expedite Process, Dummy Customer Accounts Process and Procedures.