1. KUMAR DEEPAK
IT Services- Production Support Analyst- ITIL® Foundation Certified
To pursue a challenging career in a rapidly growing organization which provides an environment for continuous
learning, utilize my skills and abilities for achieving organizational objectives.
I am a self-motivated & tech-savvy Telecom IT
Professional with 4.9 years of Experience and
expertise in Application Production Support project with
good business understanding of BT’s Consumer &
Supplier (Openreach) End Telecom Domain.
Currently working with Infosys Ltd for British Telecom
PLC, UK and previously with Tech Mahindra Ltd. Also
have TechM onsite experience for Service
Improvement and Application Support Role. I am an
ITIL Foundation Certified, have worked in
Production Support in various ITIL areas as Incident
Management, Service Improvement, Problem
Management covering Infrastructure & Data
Management, Root Cause Analysis with Cross LOB’s
error outs investigation with Development and Design
to discussion for any need of design change, code fixes
or process improvement. Getting Business approvals
and highlighting based on Impact analysis.
Good team player with an ability to
communicate and perform individually, good
interpersonal and analytical skills. Mentored new team
members and guided the team in handling the
assigned responsibilities of RCA analysis & Data
analysis. Reporting and dashboard creation and
streamlining the process and updating the
documents & Knowledge DB for different teams &
training interaction sessions.
Currently working with Telematics Domain
Organization developing Device for Fleet Management
& Journey Management.
Skills Competency Level
Unix, SQL, Shell Scripting, HTML Proficient
Siebel CRM Proficient
Tableau, Power BI & Data
Talend ETL Tool Beginner
ITIL Foundation Certified
HPSM, HPQC, AutoFix, Bridge
Clarify, SQL Developer, Toad, Putty
Language Known Competency Level
HOBBIES & INTERESTS
Bike Riding, Playing Football & Volleyball, Internet
Surfing and Travelling.
Investigate and diagnose Incidents to restore a failed IT
Service as quickly as possible within the specified Service
Level Agreements/Operational Level Agreements.
Document troubleshooting steps and service restoration
details. Create and submit knowledge articles.
Verify resolution with end-users and resolve assigned
Escalate Major Incidents to the Incident and/or Problem
Escalate unresolved Incidents to Development and work with
them for sorting it out.
Coordinate with all team projects and monitor all product life
cycle and prepare all specifications and perform checks
on all configurations.
Coordinate with various teams or direct client to
understand their data requirements, collate the data from
various formal and informal sources and enter it into the
Compile data and create reports.
Monitoring the effectiveness of IM and making
recommendations for improvement.
Driving, developing, managing and maintaining the major
IM process and associated procedures.
Provide internal support for all products and assist
various product journey and downstream application.
Coordinate with all cross-functional team to analyze
Diagnose root causes to recommend required actions &
assist to define and classify all issues and keep track to
avoid significant reoccurrence of issues & prepare
automation responses if required.
Train all support teams on various business processes,
track all tools, collaborate with process teams and develop
efficient problem management procedures.
Approve the CR’s raised in absence of CM team and
implement the Task’s assigned to once queue and update
the audience once done.
Support during the deployments for Pre-outage and Post-
outage tasks and run the BS.
Perform Health Check of the servers, Login checks & run
Archrivals on servers and move logs for storage.
Pulling Splunk Reports as per requirement and publishing
Dashboards to stakeholders.
2. Raise the CR’s for Normal Change and Standard Change and mention the complete details in CR highlighting CM
team and get the approval for its implementation and assign to an individual with the proper implementation details
Acknowledge& Resolve Executive Level Complaints /High Level Complaints in least time updating raiser in case of
complexity and involve the required team to work on it.
Acknowledge SR and Incidents and gather its requirement & investigation we need to take Server Components
as well as Server bounce in the planned and scheduled time.
Directly work with the client to analyze the impacting incidents and gather required data and analyze its root
cause and fix validation.
Pick defects and QC’s raised to validate and share necessary input (logs, xml, steps followed) to the development team.
Direct client handling in Onshore location by ensuring Problem Record, ITIL process among component ASG’s and
concluding on the issue which need to be fixed with the E2E analysis by approaching the component/E2E
Designer for Design and requirement justification and ensure better Service Improvement Process being
followed all over.
Anjuman College of Engineering & Technology
Nagpur, Maharashtra (Graduated) Computer
Science Engineering Bachelor's Degree in 2014 with
Creane Memorial Sen. Sec. High School
Gaya, Bihar (Graduated) Certificate in 2010 with
DAV Public School
Gaya, Bihar (Graduated) High School Diploma in
2008 with 89.9%.
[#1. a.] TECH MAHINDRA LTD.
Software Engineer [June 2014 - November 2018]
Siebel OneView Application Production Support
OneView is the strategic CRM platform of [BSS Domain
Telecom] BT Retail. OneView caters residential &
business customers of BT for provisioning PSTN,
Broadband, Mobility and several legacy products. It is
built on Siebel 7.8 with Oracle as RDBMS and
integrating with a variety of legacy systems. The
application delivers solution for almost all the functional
areas of CRM viz. Customer 360° view, Order
Management, Opportunity Management, Campaign
Management, Marketing Consents Management, Fault
and Repair, Enquiries, Complaints Management, etc. it
also handles Customers and details regarding Billing
and Asset information.
Siebel CRM application used by call center agents of
British Telecom to book broadband, telephone and
entertainment packages. As part of BT’s initiative to
integrate its various CRM platforms, BT Business was
migrated from eVolve (Siebel 6 based application) to
OneView (called as ‘Revolutions’ program). It deals with
raising Service Requests, if there is a fault in the
provided service. These faults are logged on 'One View'
and at the supplier as well.
[#1. b.] TECH MAHINDRA LTD.
Openreach AIB Production Support
This is an OSS Domain Telecom Project which is
an Orchestrations application for British Telecom’s
supplier end. Products being catered are
FTTP/FVA, SBS [Solution Based Service], NGA
[Next Generation Access], and SOGEA [New
Launch- ‘19]. All these products orders are de-
serialized here and request are progressed and
based in the response these are serialized and
same gets update to upstream applications like
OR-Siebel or FLOW for completion or failures to
further perform action of recovery/amend and
cancellation. Also checks for the appointment when
requested in orders and helps in providing slots for
Customer Agreed Date [CAD] and Customer
Commitment Date [CCD].
[#2.] MICROLISE TELEMATICS PVT. LTD.
Pune, Maharashtra [April, 2019 – Present Date]
Application Support Analyst
This is a UK headquartered, Telematics Product Base
company which is mainly dealing with clients like DAF,
TATA, ASDA, Tesco etc. in various European & Asian
countries into Fleet Management, Journey
Management, Vehicle Tracking Service and many
more reporting features to the end user fleet-man and
operators using the product and related services.
Name Kumar Deepak
Father’s Name Shri. Nagesh Singh
Designation Application Support Analyst
Contact No 7083637811/7030655111
Email ID firstname.lastname@example.org