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Management Manager

Tracy, CA
March 13, 2018

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Manpreet Kahlon

Cell: +1-209-***-****

Change Manager / Incident Manager

ITIL Certified Professional - Intermediate SO/ST


To work with an esteemed organization in Telecom/IT industry that provides congenial work environment and where I can contribute towards growth of the organization using my skills and expertise.


A thorough professional with around 10 years of experience in Telecom and IT fields with expertise on ITIL framework with a focus on Incident, Change and Problem Management.

An ITIL Certified Professional with Technical and process expertise over BMC and HP products for ITSM.

IT Service Management Domain specialist in terms of IT Operations, Support Desk and Global Projects. Manage key stakeholders by acting as central point of contact to ensure services are delivered to the full expectations of the business growth.

Gathering Technical requirements to identify the essential changes for IT Infrastructure systems and to document such requirements for the Technical assistance.

Assessing risks factors and performing conflict management to avoid security breaches which may impact other CI’s.

To ensure timely hardware upgrades and software patch installation to increase the overall performance and efficiency of IT Infrastructure.

To provide technical advice on Configuration Items (CI) and other information systems strategies, policies and service delivery.

To support the customer on technical front related to management of CI using Configuration Management Database (CMDB) and assess security risks.

Provide technical process consultation to Clients and other stake holders based on technical assessment and risk analysis

Acting as a liaison between Client and Technical team for assessing physical and technical security risks to data and software applications.

Strong acumen in spearheading various processes of IT Service Management & Support involving Incident, Problem & Change Management as per the ITIL/ ITSM standards

Implement policies and procedures throughout the CI life cycle to maximize the efficiency and overall quality of Software Applications running on different servers.

Involved in surveillance activities, supporting multiple customers with different leased circuits’ strategies over same technology (NMS/ CRM/ ROUTERS) and ensure that all the events on a network get escalated to the relevant function within the stipulated time period for restoration/ resolution.

Supplied documentation, escalation, training and standard operating procedures as needed to allow for a smooth transition within the NOC. Troubleshot down circuits and poor performance using a variety of troubleshooting and monitoring tools.

Team player and an innovator who is willing to go the extra mile to achieve company objectives. Self-motivated and a quick learner, constantly studying and training to keep abreast of new technologies.

To review the change audit reports for quality assurance purposes.

Design SLA/KPI Compliance processes for Change and Configuration Management.

Managing different projects for the addition of new servers from the initiation process till the handover of the project. Key stakeholder for the new RFS involving the addition of inventory in the environment.

Extensive cross functional experience working with internal and external business units and customers with a focus on improving the customer experience including working in multinational environments.


MBA in Operations Management from I.G.N.O.U

B.Tech (Electronics & Communications) from Punjab Technical University, Jalandhar


ITIL Intermediate (SO)

ITIL Intermediate (ST)

ITIL V3 Foundation


Allcon Jan 2018 – till date

Process Manager

Roles and Responsibilities:

Developed IT Service Management KPIs, audit reporting, and compliance dashboards to evaluate effectiveness and efficiency of ITSM processes.

Developed ITSM Policies and Methods & Procedures documentation.

Maintain and develop reporting for continued process improvement.

Management and oversight of contractually agreed services to include Incident, Problem, Change, Configuration and Request

Work with and advise a diverse team in developing processes and solving problems quickly and efficiently.

Present operational and service level reports and explains service level support available to internal or external customers

Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness

Provide training and mentoring for functional teams to ensure that process guidelines are understood and followed

Act as a point of contact for process related questions or issues and facilitate process related meetings

Reviews service metrics (Key Performance Indicators) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.

IBM March 2016 – June 2017

Change / Incident Manager

Roles and Responsibilities:

Manage Infrastructure changes through their life cycle from logging and filtering, Classification, Assessment, Authorization, Coordination and Evaluation of changes that affect the enterprise.

Ensuring that efficiency and effectiveness of the Change Management process is maintained.

Gathering Technical requirements to identify the essential changes for IT Infrastructure systems and to document such requirements for the Technical assistance.

Assessing risks factors and performing conflict management to avoid security breaches which may impact other CI’s.

Providing deep technical analysis to assess the potential impact of proposed changes, and assures that the incident management teams are aware of the forward schedule of changes approved by the CCB.

Coordinating with Release managers to be able to correlate changes and the possible impacts, and make recommendations for roll back of changes if impact is realized.

Acting as a liaison between Client and Technical team for assessing physical and technical security risks to data and software applications.

Coordinate with IT Team for upgrading Network security hardware as advised by customer to minimize risk of security breaches.

To ensure there is a balance between the key components of a good Service Management environment: People, Technology/Tool, Process and Steering Committee

Impact assessment, planning and authorization of RFCs in co-operation with members of the Change Advisory Board and Emergency Committee

Analyzing Post Implementation Reviews (PIR) for all failed changes, reviewing results from the work carried out and identifying areas of improvement for future implementations.

Responsible for coordinating changes across the environment & ensuring correct procedures are followed and changes are accurately recorded, scheduled and controlled.

Assessing the priority and impact of all changes.

Preparation of and chairing Change Advisory Board, Technical Assessment Meetings.

Ensuring minimal change conflicts.

Co-ordinate change approvals liaising between approvers and initiators.

Liaise with Project Managers, requestors, clients and operational teams for progress in requests, checking status and chasing information where necessary throughout the Change life cycle.

Ensure that the effects of changes are monitored using targets and key performance indicators in order to identify successes and areas where further changes need to be made.

Constantly monitor designated change queue & take action where necessary and process requests to ensure response to change requests is within the agreed timescales.

Maximizing the potential of the Change Management Team through leading, coaching and inspiring the team to consistently deliver excellent service and continuous improvements in the change management framework.

EVRY India ( Former: SPAN Infotech India Pvt Ltd) February 2015- Feb 2016

Change Manager Chandigarh, India

Roles & Responsibilities:

Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service

Responsible for assessing the overall CI affected by the change management system

Ensure all Change Requests meet required standards paying particular attention to the change description, justification for change, implementation, back out and test plans and the accuracy of outage, in order to minimize service impact.

Handle the tasks of developing, implementing and defining change management strategy

Handle the tasks of developing and implementing communication program related to changes

Verifying the effects of the Change are as expected taking appropriate action if effects contrary to expectations. Change record updated.

Assessing Change to ensure the Change implementation, verification and backout plans are complete and no conflicts or contentions exists with other scheduled Changes, Change record updated.

Carry out PIR activity to ensure successful completion of change

Plan and coordinate for weekly CAB meeting to discuss all CR raised for the week

Preparing and publishing the daily reports and weekend maintenance activities reports and sharing with the stakeholders.

To ensure timely hardware upgrades and software patch installation to increase the overall performance and efficiency of IT Infrastructure.

To provide technical advice on Configuration Items (CI) and other information systems strategies, policies and service delivery.

Conducting trainings at regular intervals for the newly joined resources and existing resources to insist process adherence in all the changes handled by the team.

Coordinate with project teams to support them to integrate the projects with change management initiatives undertaken by the organization

To ensure changes are built & scheduled as per the clients requests and also to ensure the changes are implemented as per the given schedules by the clients

Coordinate with the technical team for the changes to be planned & implemented successfully

Organize & drive conference calls for all major changes, which will involve intrinsic planning & scheduling

Reviewing of business impact and to agree on down time schedules with the client as per their business norms & feasibilities.

Organizing CAB calls with the client to review changes & update the same on the portal & broadcast the same to relevant stake holders.

Follow ups with the server owners at the client end for down time approvals, until approved.

Follow up on Change tickets for closure and proper communication to customer and management as applicable. Ensure the customer communication on change implementation

Ericsson India Global Services Pvt Limited April 2013-February 2015

Configuration Manager- MSDP Noida, India

Roles & Responsibilities:

Support the Configuration and Change Management service and the management and maintenance of IT Configuration and Change Management.

Assist in ensuring that Configuration and Change Management processes and activities are operated efficiently and effectively and that these comply with Governance Controls.

Assist in the coordination and management of the processes and activities that support the provision of the Configuration and Change Management across IT Services.

Administration of Configuration and Change Management framework, processes, and tools Build and track Configuration and Change Management environment stability Creation and improvement of processes, procedures, and tools related to Configuration and Change Management Assist in ensuring that the CMDB is updated following the implementation of every change.

Overseen the technical requirements of the business area/project, promote knowledge sharing and the provision of deep technical expertise in designing, building and maintaining highly-available IT Infrastructure.

Managed lifecycle of IT Infrastructure operations and associated equipment including completion of specifically assigned management activities such as Projects, Network performance management, Capacity management and monitoring.

Monitors existing Networks for SLA compliance and reports any performance or capacity issues to management.

Manage all activities associated with the Service Desk, 2nd line On-site technical provision/support, and Incident, Problem and Quality functions to associated Service levels.

Ericsson India Global Services Pvt Limited February 2010- April 2013

Team Lead (Senior Engineer) Noida, India

Roles & Responsibilities:

Responsible for surveillance of core parts like HA-DAP (MSC), iHLR, iMDG, iVPU, iSC, OMC. Providing fault isolation of Customer’s Motorola wireless network.

Notification & Escalation - Provide notification to Departmental Management (& Customer Management) on the progress of resource problems according to the appropriate service level for the classification of the problem.

Responsible for Management Bridge updates on Critical faults. Arranging the bridges and contacting different groups in case of severe issues.

Coordination and resolution of problem related to BTS, DAP, iHLR, MDG, iVPU. Daily Health check-up of core parts.

Manage network investigations escalated by internal users ie: Senior Management & Executive.

Analyzing network related problem and troubleshooting. Provide guidance and training to staff on the escalation, notification processes and fault handling techniques.

Keep NMC Management informed of status of events. Regular follow up on the events with relevant departments working on it.

Coordination with Field as well as Switch for monitoring, diagnostics and fault clearance of alarms.

Highlight gaps and improvements to the respective interface/support team managers. Leading the team members during shift time and maintain the complaints queue.

Trouble ticket reception, creation & handling. Ticket updating and routing to the relevant department for further course of action.

Circuit testing with field technicians for fault isolation. Testing the T1 for all the errors and the loopbacks. Contacting the fix agencies for the restoral of services.

Keeping track of the key performance indicators like MTTF for various issues.

Switch performance check for the call drops and block rates at different BTS. Checking the call processing in different sites, coordinating with the switch technicians in case of less success ratio of calls.

To ensure Security is implemented and maintained in accordance with Security and Risk Management directives of the organization

Primus Telecommunications December 2008 to Jan 2010

Engineer Network Operations Gurgaon, India

Roles & Responsibilities:

Operation & Maintenance of VERAZ Soft Switch, Media Gateway, PT STPs, Routers and MUXs(Marconi & ECI).

Taking care for Primus USA and Europe Network and also worked in NOC migration from Europe to India.2nd level fault diagnosis & isolation for TDM, VOIP and IP Data Network events.

Handling all major translation and transmission issues.

Surveillance for Primus Network for USA and Europe with the help of Netcool Device.

Network elements access for fault finding.

Support level I staff for operational contact for service interaction and carrier interaction.

Support level I staff for circuit testing with carrier in support of provisioning and fault isolation.

Global support to other Primus department & regions.

Escalation support for customer service centers.

Assisting in the resolution of wholesale and retail voice reach ability issue.

Troubleshooting of Voice Circuits at Trunk Group level. Coordinating with carriers by working on equipments involved in circuit path like Media Gateway, TDAX (DACS) and etc.

Handling customer calls during different type of service failure.

Follow up with the carrier & customer during Troubleshooting various Circuit issues like DS0, DS1, DS3, OC3, STMx. Diagnosing the problems, Observing alarms and coordinating with carriers for troubleshooting and dispatching technicians at the concerned customer sites.

Remedy trouble ticket reception, creation & handling.

Live call (VOIP & TDM) testing with customer & Vendor.

Trouble Shooting of VOIP Calls thru SIP & H323 Logs.

Configuration & troubleshooting of trunks.

Configuration & troubleshooting of Ingress and Egress rules.

Testing test calls. Analyze the SIP Logs and CDR (Call Details Record) to find the fault in A-Z route of different vendors and replace with the best route.

Operating the Soft switch to maintain Tariffs, Rates Updating, Route Changing as per the following LCR (Least Cost Routing), ASR (Average Success Ratio) and ACD (Average Call Duration) of different Vendors route and as per the problems of the Clients connected to us around the world to our VoIP service.

Fidelity National Information Services December 2007 – November 2008

Team Member Operations Gurgaon, India

Roles & Responsibilities:

Fidelity National Information Services, Inc. (NYSE:FIS) is a leading provider of core processing for financial institutions; card issuer and transaction processing, and related information products and outsourcing. 11 Months (Dec 07- Nov 08) working experience as a Team Member Operations in Fidelity National Information Services, Gurgaon.

Handling complaints for the leading Mobile Service provider O2 in UK.

Real-time call traffic monitoring.

Handling services like addition and change of Value Added Services.

Monitoring all backbone links and network devices.

Handling customer calls during different type of service failure.

Testing of Routes for various countries to select the best working route for communication whenever any problem arises and opened ticket with faulty routes and follow up for resolution.

Coordinating with International Carrier Termination Vendors to resolve the Voice Quality, echo on the Route, connectivity of the calls and the quality of service (QoS) towards the destination numbers.


Blue point awards in IBM for providing excellent services to clients.

Best Change Manager award for the Norwegian account by Account Head in Span Infotech Ltd

Best performance Lead award by Director in Ericsson India Global Services Pvt Limited for consecutively 3 times.

Excellence award by Spain Managing Director in Primus Telecommunication Ltd.

Honored by Service Deliver Manager in FIS for extraordinary performance and achieving corporate goals.

Tools Used

HP Service Manager

BMC Remedy

BMC Configuration Management Database 7.6 (Mid – Tier 7.6)

BMC Atrium Data Discovery Management (ADDM)

Sprint Trams






-References available upon request

(Manpreet Kahlon)

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