Paritosh Kalra Resume
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Accomplished dedicated technical manager and entrepreneur with a proven track record in the telecommunications and IT industry in Service Delivery. Solid engineering and science background both academically and empirically. Real-world experience in organization level initiatives & innovations. Influencer, innovative leader, peoples 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 ITIL Processes, ITIL V3 Lifecycle, Problem Management, Incident Management, Change Management, Process Auditing, ITIL Process Training, Service Assurance & Service Delivery. Leading and motivating teams to achieve performance executed by team-work.
Paritosh Kalra Resume
- 1. 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, peoples 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
- 2. 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 customers network managed by ERICSSON. I am also Recovery Leader- Experienced Certified ProfessionalfromERICSSON 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 CUs 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
- 3. 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 Ericssons 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.
- 4. 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.
- 5. 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)