Sharan Correya
Major Incident Manager
Chennai
Summary
17 Years of experience in (Operations Management) Telecom Industry. Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 5+ years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Major Incident Manager
Nokia Networks
Chennai
10.2012 - Current
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact for high value creation.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to overall success of organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices. Prioritizing Incidents based on impact and urgency Closing non-major incident within agreed SLA’s.
- Chasing up with L1 and L2 team for fixing faults and making respective incident with proper statement.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
Fault Management Lead
Nokia Networks, Pacifica Tech Park
Chennai
10.2012 - 12.2018
- Working as Shift Lead & responsible to delivery project without any customer escalation
- Trouble Ticket Management through BMC remedy PT4.
- Collaborated with cross-functional teams to address network faults and implement corrective actions in a timely manner.
- Ensuring all alarms are escalated to the Market Engineer via Voice call & Mail
- Bridge discussion with market team for ageing sites & under monitoring site status
- Coordinate with market team to close aging Trouble ticket.
Assistant Engineer
Essjay Ericsson India Pvt Ltd.
Madurai
04.2011 - 08.2012
- Coordinating with team & troubleshooting with minimum MTTR
- Ensuring 100% network availability & NMS visibility as per target
- Troubleshooting & Clearing Node B alarm within 24hrs
- Troubleshooting of Ericsson Microwave (SDH & PDH) & ensuring 100% of radio availability in network as per the design given by the Design & Planning team (Ericsson)
- Ensuring 0% Transmission alarms throughout ROTN
- Carryout acceptance test of Ericsson Microwave links
- Remote monitoring through Network Management System (NMS), Alarm logging, troubleshooting & clearing Microwave alarms coordinating with the team
- Maintaining updated Transmission record of network and circulating throughout ROTN on monthly basis.
Integration Engineer
Creative Engineer and Consultant (On Contract)
Coimbatore
01.2007 - 03.2011
- Integration & commissioning of Ericsson 6000 family BTS (6601, 6601E, 6201 & 6202)
- Integration & commissioning of Ericsson 2000 family BTS (2964, 2954, 2111, 2204V3, 2204V2, 2204, 2104, 2206, 2106 & 2202)
- Installation & Commissioning of SDH & PDH Ericsson equipment’s
- Upgrading 2C hops to 2H hop & configuring Ethernet LAN & WAN as per design
- Troubleshooting Transmission & BTS faults with minimum MTTR
- Carry out call testing coordinating with RNC & NOC Team
- Ensuring 100% quality as per Ericsson standard
- Providing the Checklist documents & clearing the punch points with customer satisfaction.
Education
Diploma in Electronics & Communications -
Christ The King Polytechnic
Coimbatore 06.2004 - 04.2006
Skills
Process Improvement
Workflow Management
Effective Communication
Cross Functional Team Leadership
Conflict Resolution
Active Listening
Resolution team engagement
Root Cause Analysis
Teamwork and Collaboration
Problem-Solving
Time Management
Decision-Making
Accomplishments
- Took ownership in reducing the effort spent by IM and other domains for Clearance category incidents and completed the task which was well appreciated by Project Global Delivery Manager and On-Shore Operations Director.
- Contribution as a team in achieving 11 months consecutive 1000 points SLA. Nokia Management appreciated this achievement.
- Handling of multiple virtual bridges for the Crisis event in Australia received appreciation from Customer (Head of Operations & Service Managers) TPG Telecom, Nokia On-Shore Ops Director & Nokia SAM (Service Assurance Manager).
Personal Information
- Date of Birth: 08/26/83
- Marital Status: Married
Languages
English
Hindi
Tamil
Malayalam
Timeline
Fault Management Lead
Nokia Networks, Pacifica Tech Park
10.2012 - 12.2018
Major Incident Manager
Nokia Networks
10.2012 - Current
Assistant Engineer
Essjay Ericsson India Pvt Ltd.
04.2011 - 08.2012
Integration Engineer
Creative Engineer and Consultant (On Contract)
01.2007 - 03.2011
Diploma in Electronics & Communications -
Christ The King Polytechnic
06.2004 - 04.2006
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