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RESUME
Paritosh Kalra
House No. 162, Sector-17,
Faridabad: 121002, Haryana
Handheld: +91 - 9818994978
Email: paritoshkalra@gmail.com
paritosh.kalra@ericsson.com
QUALIFICATION: B.E. Hons. (Electronics and Communication) with 71.1%
CERTIFICATIONS
 ECP-213 - Ericsson Certified Associate - Ericsson Cloud – Oct 2020
 AWS Certified Solution Architect – Associate – March 2021
 ITIL V3 Intermediate – Service Operations – Jan 2017
 ITIL V3 FOUNDATION Certification from EXIN
 Certified Recovery Leader Experienced and RL Assessed in ERICSSON
 CCSA-NGX (Checkpoint Certified Security Administrator)
 Ericsson Certified Associate - IP Networking (ECA-IPN) cleared on 31st Jan
2014 with 86.67%
 Ericsson Certified Technology - IP (ECT-IP) cleared on 29th Oct 2013 with 85%
SUMMARY Total Experience: 17 Years
Accomplished dedicated technical manager and entrepreneur with a proven track record in the
telecommunications and IT industry in ServiceDelivery. Solid engineeringand sciencebackground
both academically and empirically. Real-world experience in organization level initiatives &
innovations. Influencer, innovative leader, people’s manager, negotiator and decision-maker.
Currently holding a Leadership Role in ERICSSON since past 10 years; associated with the delivery
of the most Premium Emergency Handling Services@ ERICSSON.
Thorough experience in heading Customer Meetings, Service Delivery Management & Service
Assurance.My previous experience includes implementation,design & execution of ITILProcesses,
ITIL V3 Lifecycle, Problem Management, Incident Management, Change Management, Process
Auditing,ITIL Process Training, ServiceAssurance& ServiceDelivery.Leadingand motivatingteams
to achieve performance executed by team-work.
SPECIALITIES: -
 17 years of diverse Experience in Management of global crisis teams in telecom and IT
Industry
 Service Delivery Management & Service Assurance;ManagingCustomer Perceptions
 Management & Leadership of technical and non-technical stakeholders including
Customers
 ChairingEmergency Review Board Meetings
 Heading Customer Unit Meetings and showcasingthemonthly and yearly reports.
 DeliveringPresentations to Customers for ERBs, RCAs and Improvement Areas
 DrivingContinual Improvement Actions amongst the teams.
 Event Report Writingand Root Cause Analysis
 ITIL V3 Consulting - Leading and Implementing ITIL Processes (Incident,Problem, Change
Management Processes)
 DrivingInnovations in ITServiceManagement
 Project Management
 Roster Management

RESUME
WORK EXPERIENCE
1) Ericsson India Global Services Pvt. Ltd. Nov 2011-Till date
Designation: Sr. Manager – Global Recovery Leader & Emergency Performance
Manager; Job Stage 7 (10 years of Leadership Experience in ERICSSON)
Currently, I am working as an Emergency Performance Manager/Recovery Leader and I lead a
Global team responsiblefor all technical recovery actions performed during an emergency event
for the effective restoration of the customer’s network managed by ERICSSON.
I am also “Recovery Leader- Experienced Certified Professional”fromERICSSON and I am
responsiblefor Leadership and Delivery in Customer Service Excellence and I play a major role in
execution of the Escalation Decision Pointdiscussion and decision-making during Major Outages
in Telecom Networks around the World for ERICSSON.
 Leading MultipleTelecom Emergencies/ Outages across theworld.
 ChairingEmergency Review Board Meetings
 Heading Customer Unit Meetings and showcasingthemonthly and yearly reports.
 DeliveringPresentations to Customers for ERBs, RCAs and Improvement Areas
 DrivingContinual Improvement Actions amongst the teams.
 Ensuringeffective restoration of service,by applyinga remedy duringan emergency
 Managinga team of experts and drive them towards a prompt restoration of service
 Providingclear and concisecommunication of action plan to customer and other
stakeholders
 Drivingthe knowledge transfer duringand post event
 HoldingCU Level monthly and quarterly meetings and drivingimprovements across CU’s
 DrivingInnovations and Trainingnew staff internally in theteam
 Roster Management and other Line Manager tasks
 Providesupport on basis of “Always Lead, Always Help & Take Ownership” principle
 Performing Long Duration Emergency Analysis and drivingtheEmergency Review Board
meetings to identify the gaps and areas of improvements in overall delivery
 Participatein the writingof the Event Report and/or RCA.
 Ensuringthat KPIs areachieved and Emergency Performance is measured accurately.
 Ensuring that the recovery is proceedingin a timely and efficientmanner.
 AssistingtheSDM in handlingany political issues with regards to the event, thus
allowingthe technical specialists to focus on technical matters.
 Initiatingthemanagement escalations asnecessary.
 Managing the information distributed in the periodic Event News and on the
conference-bridges established for communications duringthe event.
 Managing any interfaces that extend outsidethe normal Global Supportarea of
responsibilities(e.g., 3PP, DU, Small Competence Centers).
 Participating with various levels of Global Supportmanagement in post-event analysis
to determine if the casewas properly handled from initiation to conclusion.
ACHIEVEMENTS:
 Facilitated with the most prestigious award: “PRESIDENT AWARD” in ERICSSON for
Outstanding Delivery in 2016
 Facilitated with “KEY CONTRIBUTOR IN ERICSSON” HONOUR by CEO of ERICSSON for 2
consecutive years: 2017 and 2018.
 Played a key role in ERC ONBOARDING PROJECT in ERICSSON
 Facilitated with 7 RL of the Month Awards and many Ace and Power Awards @ ERICSSON

RESUME
 Rewarded with several accolades, Employee of the Month, Quarter and Year alongwith
Certificate of Recognition for Customer First Approach @ERICSSON
 Achieved the highest CSAT Scores along with multiple appreciations from Ericsson’s
Customers Across the Globe
2) FCS Software & Solutions Ltd. Feb 2010-Sep 2011
Project: Momentive Performance Materials
Designation: Global Incident Manager / Process Lead- ITIL
Job Description:
 Handling Incident Management Process for 40 Global Teams of Momentive around the
Globe.
 Host and head Operations Review Meetings with the respective groups of Momentive
around the Globe and mentoring them on continual improvement aspects & focus on
process improvement areas.
 Building Incident Management Process Guide and Wiki.
 Doing Process Analysis and Trend Analysis on Weekly, Monthly & Quarterly Basis.
 Provide Incident Management statistics/metrics to the groups and implement ITIL
Processes.
 Provide ITIL Training to the staff and have interactive sessions with the team.
 Mentoring teams and doing quality analysis.
3) Company: HCL TechnologiesIOMCLtd. Jan 2007- Feb 2010
(A Subsidiary of HCL TECHNOLOGIES LTD.)
Project: GE (GIS)
Designation: Specialist-Process/ IncidentManager
Job Description:
Worked as an Incident Manager in GE(GIS)-Project in HCL technologies.
 Incident Management: Ensuring that the Incidents are restored in time and thereby
meeting the SLA agreed with the Customer by effective followup with the Engineers and
assisting them by coordinating with various teams and individuals.
 Provisioning handoff from Incident to Change and Problem Management
 Driving Sev1 bridges efficiently to make surehigh impactincidents getthe rightattention
and rigor for resolution within SLA target and by providingaccurateand relevantupdates
in a timely fashion.
 Doing Quality Audits for Work log Quality and timeliness and providing valuable
suggestions to the team about their improvement areas.
 Training the membersof the project about the ITIL process which needs to be followed
for each and every activity performed in the project.
 Generation of Incident Reports with Accuracy and thereby appraisingmanagement and
team members about the performance and improvement areas.
 Attending review meetings with client.
 Doing Trend Analysis and suggesting ideas for process improvement.
 - Timely status updates of the tickets
- Follow up with the engineers to avoid SLA violation.
- -Attending meetings and providing relevant updates to the customer.
PROJECT: Bear Stearns &Co (now JPMC)
Company: HCL COMNET SYSTEMS and SERVICES Ltd.

RESUME
(A Subsidiary of HCL TECHNOLOGIES LTD.)
Designation: Senior Analyst Systems
Description:
The Bear Stearns Companies Inc (NYSE BSC) was the parent company of Bear, Stearns & Co. Inc.,
a leadingglobal investment banking,securities trading and brokeragefirm. It was the seventh
largestsecurities firmin terms of total capital.Now itis known as JPMC.
Job Responsibilities:
 Being a Shift Lead, I handled a team of 5 persons in Service Desk who worked under my
supervision in my respective shift.
 Primary responsibilities include Incident Management, handling escalations, server
monitoring, providingfirstlevel of support, runningshell scriptsand escalatingthecases
to right support group in a definite time frame.
 Coordinate / Follow Up for necessary approvals.
 Preparing Necessary Project related Documentations
 Achieved targeted service delivery standards – for both quality and time.
 Handled all Escalations and operational related issue faced by EAG – DC OPS
 Meeting SLA for Tickets Escalation.
 Trained new employees to understand datacenter terminology.
PROJECT: LINKSYS (A division of Cisco systems) Apr 06 - Jan 07
4).Company: VCUSTOMER Pvt. Ltd.
Designation: Technical Support Engineer
 Worked for the process of LINKSYS. Duties included performingtroubleshootingof the
products likeSOHO wireless routers,switches,access points,printservers.
PROJECT: British Telecom Oct 05 - Apr 06
Company: HCL Technologies BPO Services Ltd.
Designation: Tier-2 Technical Support Officer
 Worked as Level-2, TECHNICAL SUPPORT OFFICER in HCL Technologies BPO Services in
Noida,with Process BT Broadband
 Worked over there as a specialistin MACINTOSH OPERATING SYSTEMS and YAHOO.
EDUCATION:
Apeejay College Of Engineering, Sohna,Gurgaon AUGUST, 2005
(Affiliated to Maharishi Dayanand University, Rohtak)
 B.E.HONS. (ELECTRONICS AND COMMUNICATION) with 71.1 %.
Modern School, Fari dabad
 CBSE XII - Year 2000
 CBSE X - Year 1998
HOBBIES:
Photography, listening to Music,PlayingPiano and other musical instruments, Image Enhancing
& Design.
ACHIEVEMENTS:
 Silver Medalist for English atSchool (C.B.S.E.) level.
 Participated in NITAT2004(National IT Aptitude Test) conducted by NIIT and stood in the
top 5% candidates with 95% percentile at All India level.

RESUME
 Awarded with Star Performer Awards @ V Customer
 Awarded with Outstanding Performer @ HCL Technologies
 Awarded with consecutive 7 RL of the Month Awards and an Ace Award @ ERICSSON
 Awarded with several accolades, Star of the Month, Quarter and Year along with
Certificate of Recognition for Customer First Approach @ERICSSON
 Recently received the most prestigious “PRESIDENT AWARD” in ERICSSON for
Outstanding Delivery in 2016
 Facilitated with “KEY CONTRIBUTOR IN ERICSSON HONOUR” by CEO of ERICSSON
simultaneously for 2 years in a row2017 & 2018
 Facilitated with “Best Employee of the Month Award” for Jan 2019.
PERSONAL TRAITS:
 Versatileand Determined
 Quick Learner, Creative and Open-Minded.
 Good Team Player,Flexibleapproach towards work.
 Excellent Leadership,Presentation & Public speakingskills.
PERSONAL INFORMATION:
Date of Birth 01-03-83
Nationality Indian
Languages Fluent in English & Hindi
Passport Available
(ParitoshKalra)

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