Bavaji G

Email: bavaji474@gmail.com
Mobile: 8123590819

Objective: Having 8+ years of total experience as senior engineer in telecom industry. To get associated with an
esteemed organization and work synergistically towards organizational goals in tandem with personal goals.

Work experience:

 Working in GN Audio- Jabra India Pvt Ltd, Bangalore as Jabra Support Specialist (JSS). (Mar’23 to till date).

Technical Skills
Operating System : Windows family.
Ticketing Tool : Zendesk, Amazon connect (Call center)
Project summary:
Project 1:
Title : Support Specialist
Client : Jabra Consumer support

Jabra is specialist audio and video technology. For work and life. We engineer technology that makes life look and
sound better. Our world-leading headsets, intelligent video technology, and advanced earbuds make sure life and
work stay wonderfully in tune.

 Working with Jabra as Support specialist on Fault Management, ensuring SLA achievement and End to End
Handling of Incidents 24*7 till restoration.
 Manages all incidents end to end and live chat with customers to resolve challenges ensures end to end
support, coordination, and control of Incidents.
 Service assurance on agreed SLA and ratified with customer on weekly and monthly basis.
 Maintain all KPI’s required for business and continuous improvement.
 Answered calls from India to address a variety of issues pertaining to Jabra wireless devices.
 We have supported call, chat and email all over world (EMEA,APAC, NA) except China.
 Ticket reduction of all priority to ensure Open count ticket KPI is within Target.
 Monitoring the effectiveness of incident management and making recommendations for continuous
improvement

Project 2:
Title : Incident Manager
Client : Telkom South Africa IT

 Worked with Telkom South Africa project as Incident Manager on Fault Management, ensuring SLA
achievement and End to End Handling of Incidents 24*7 till restoration.
 Manages all incidents end to end across the network of 6 million users. Ensures end to end support,
coordination, and control of Incidents.
 Communicate with all the stakeholders (Vertically and horizontally) on all incidents and keep the business up
to date.
 Service assurance on agreed SLA and ratified with customer on weekly and monthly basis.
 Maintain all KPI’s required for business and continuous improvement.
 Ensure that all service level agreements (SLAs) for Managed services across the organization are delivered
according to specifications.
 Ticket reduction of all priority to ensure Open count ticket KPI is within Target.
  Preparing Daily, weekly and monthly incident reports as per the customer requirement.
 Experience in raising Change Management, Incident Management and Problem Management till the activity
completes like changes in the network.
 Co-ordination with customer & Configuration teams for the activities along with arranging field engineers
and Third-Party vendor analysis.
 Continuous communication with ODC & Front line teams regarding Tickets & Request & Problem Tickets
follow-ups.
 Monitoring the effectiveness of incident management and making recommendations for continuous
improvement

Project 3:

Title : Change coordinator

Client : Vodafone Qatar

 Having 2 years working with Telkom South Africa project as change coordinator on change Management,
ensuring SLA achievement of changes 24*7 till completion change window.
 Manages all types of changes end to end across the network of 6 million users.
 Communicate with all the stakeholders on all changes and keep the business up to date.
 Preparing and sending Change assurance reports with customer/Management on daily (2hrs once) and
weekly basis.
 Maintain all KPI’s required for business and continuous improvement.
 Ensure that all service level agreements (SLAs) for Managed services across the organization are delivered
according to specifications.
 Handling dotting’s for all phases (preparation/implementation/verification/observation/completion) without
violation
 Observe any abnormal or Risk cases will escalate respective stakeholders on time.
 We will allow all operations within customer window as per respective Time zones with valid approvals.
 We will verify the MOP checklist as per management guideline then approve the operations.
 If any activity planning to extend required time from implementer we will consider valid customer approval
via email communication.
 Implementer planning to Rollback if any operation, to get confirmation from Rollback decision maker and
TD/TL/SDM/Customer without fail.
Project #4

Client : BHARATI AIRTEL OCS

Operating System : Linux, Windows

Databases : Oracle 10g

Monitoring Tools : I2K

Ticketing Tools : OWS.

Role : Service Desk Engineer. (L1 Engineer)

Duration : AUG 2016 to JUNE 2017.

Description:

Bharti Airtel OCS project is one of the challenging projects in Huawei, as it’s been managed to support millions
of subscribers in India. Bharti Airtel Limited is an Indian multinational telecommunications services company
headquartered in New Delhi, India. It operates in 20 countries across South Asia, Africa. Airtel
provides GSM, 3G and 4G LTE mobile services, fixed line broadband and voice services depending upon the country
of operation. It is the largest cellular service provider in India. Huawei maintains SCP and charging server (CBP) which
includes all the Tariff Plans based on which subscribers will be charged for its Call/SMS/Data usage or Recharge.

Responsibilities:

 Supporting 24*7 production and more than 5 web applications.

 Handling L1 and L2 issues.
 Perform production deployment activities and configuration changes on need.
 Ensure data accuracy, reports, delivery timelines and analysis.
 Incident Management and problem Management activities.
 Daily monitoring of the application servers & the incident queues.
 Data-related issues (dealing with error-out rows, failed reports – notifying appropriate team).
 Perform data fixes to fix resolve problem where needed.
 Part of support team member during releases, Implementations.
 Handle Day to Day operational issues faced by the application users and providing to them resolutions as per
SLA.
 Taking responsibility for owning a problem and finding a resolution of it.
 Supporting product related queries, answering queries on application issues and resolving other user
management issues.
 Track all the issues and their RCA in knowledge base.
 Participate in a variety of meetings and status calls including project meetings, troubleshooting calls.
 Investigating on the tickets and the requests submitted by L1, developers and Users
Educational Profile:

 B. Tech (ECE) passed out from Ananthalakshmi Engineering College, Under JNTUA in the year of 2013
 Board of Intermediate Examination passed out from Srinivasa Junior College. In the year of 2009
 Board of Secondary Education from Govt High School, In the year of 2007

Achievements:
 Awarded as KEY Contributor-Airtel Project, 2017.
 Received as Star Award for the year 2018,2019,2020,2021,2022.

Personal Profile:
 DOB: 10-June-1992
 Sex: Male
 Marital Status: Married
 Nationality: Indian
Declaration:
 I hereby declare that the above written are true to the best of my knowledge and belief.

Date:

Place: Bangalore Bavaji G