Ravi Anand

About Ravi Anand

Having 17+ Years of Professional Experience in tech-focused incident management in both…

Experience

1. Incident Manager

   Orange Business

   May 2010 — Present · Gurgaon, IN

   Looking after Global Customer Network of Asia Pacific and Western Europe. To provide a professional 2nd level technical point of contact for the customer and third party vendors. Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs. Provide updates as needed to the customer in order to meet performance objectives. Highly Proficient in working on Escalated and Chronic issues and delivered delightful services to customers, keeping sharp focus on the KPI’s as per their SLA’s. Ensure Process compliance and adherence to strict timelines of all procedures. Coordinating with cross-functional departments, Vendors, Associate partners and International carriers as SingTel, Telstra, Telecom New Zealand, British Telecom, Cable & Wireless, AT & T and MCI. Communicate with Field Engineers and resolve the issues. Assisting / guiding new joinees on the floor to adapt to the department at all levels in technical as well as non-technical processes. Follow-up & escalations with Fixed Service Providers (FSP)/ Carriers and ISP for restoration of services. Ensure maintaining of committed SLA to esteemed customers. Achieving our Key focus area i.e. Customer Delight by maintaining good relations with Higher Management of customers. Proactively monitoring customer’s network on 24x7 bases and updating them regularly. Also following up network outages through Clarify Network tool and following time bound escalations. Biweekly call with Customer & Customer Service Manager to discuss the resolution of the critical issue in order to understand customer grievances & our needs from customer. Managing report of Team’s KRA/KPI Goals and review of Weekly Dash Board with the Team. Using Clarify as a front-end for updating all the issues Review and do the technical audit for all the incidences

Skills

• Ccna
• Prince2
• Ospf
• Network Engineering
• Routers
• Cisco Technologies
• Vpn
• Bgp
• Mpls
• Ccnp
• Wan
• Data Center
• Eigrp
• Tcp/Ip
• Switches
• Frame Relay
• Routing
• Telecommunications