Ragini Mandal
Truganina,Australia
Summary
Certified ITIL V4 -ITSM practitioner and Lean Six Sigma Green Belt with 14+ years of experience in Incident and Change Management, Client Advisory Consulting, and Technical Support in Telecom. Extensive expertise in FTTX Network Planning & Design and Production Support. Proven track record in managing critical incidents, escalations, and end-to-end client service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Manager
Tata Consultancy Services
01.2015 - Current
Role: Service Delivery (Incident, Change Management: NBN(Australia))
- Provide leadership and guidance to Change Advisory Board (CAB) members and broader business stakeholders, fostering a culture of collaboration, accountability, and continuous improvement
- Lead and maintain standards, procedures related to change, problem and incident management that is aligned to ITIL and Industry best practice
- Conduct thorough investigations to identify the root causes of problems and implement solutions to prevent recurrence
- Coordinate the response to IT incidents, ensuring timely resolution and minimal impact on services
- Maintain detailed records of incidents and resolutions to improve future incident management processes
- Analyze incident and problem trends to identify areas for improvement and prevent future issues
- Identify and mitigate risks associated with changes and incidents, and ensure all change, problems, and incident management activities comply with organizational policies and regulatory requirements
- Handles escalations for major stakeholders, for Incident/Service/problem & Change management & SLA management Production Support
- Cross-functional Support and Troubleshooting: Managing escalations from key stakeholders within and outside NBN
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Designer- Electrical (GIS)
Bechtel India Pvt Ltd
12.2014 - 01.2015
GIS Engineer Level 2
InfoTech Enterprises Ltd.
11.2008 - 11.2014
Asst GIS Engineer
INCA INFORMATICS
05.2008 - 10.2008
GIS Trainee
SGS INFOTECH Pvt. Ltd.
08.2007 - 05.2008
Education
Post Graduate Diploma - GIS and Remote Sensing
C-DAC
01.2007
MSc - Geology
R.D.V.V.
Jabalpur, Madhya Pradesh01.2005
BSc - Geology
R.D.V.V.
Jabalpur, Madhya Pradesh01.2003
Skills
- Incident and Change Management & Escalations: Expertise in managing escalations, client advisory, and adherence to SLAs
- Business Continuity & Disaster Recovery
- Major Incident Management and Post Incident Review procedures
- Strong experience in change, release and deployment practices
- Problem-solving and Trouble-shooting
Accomplishments
Improved Incident Management: Successfully managed over 500 high-priority incidents annually with a 98% SLA compliance rate.
Change Impact Analysis: Collaborated with cross-functional teams to ensure zero critical change failures over the past two years.
Service Delivery Excellence: Delivered consistent, high-quality IT services across multiple business units, achieving 99% SLA adherence.
Enhanced Root Cause Analysis: Introduced a comprehensive root cause analysis process, reducing repeat incidents by 25%.
Process Improvement: Implemented ITIL best practices across the organization, improving incident, problem, and change management efficiency.
Disaster Recovery Planning: Led the development and testing of a robust disaster recovery plan, ensuring 100% data availability during critical incidents.
Certification
- ITILV4 Certificate, GR671255270RM
- Lean Six Sigma Green Belt
- FTTX Certifications, NIM-Cramer 4 (KPN Telecom-Netherlands), G-Designer (GEOS)SPF (KPN Telecom-Netherlands)
Languages
English
Hindi
Rolehighlights
Role Highlights: Outside TCS
· Developed and designed FTTH/FTTS networks for European clients, including KPN Telecom and Eurofiber.
· Delivered consistent quality through stringent data validation, Testing and migration
Projects:
· Connect2All (Eurofiber, Netherlands): Managed data and fiber planning for FTTS.
· Fibre4All (Reggefiber, CIF-Netherlands): FTTH fiber planning and design.
Currentlocation - City
Melbourne
Personal Information
- Passport Number: W3471246
- Visa Status: 482 Dependent Visa
Timeline
Assistant Manager
Tata Consultancy Services
01.2015 - Current
Designer- Electrical (GIS)
Bechtel India Pvt Ltd
12.2014 - 01.2015
GIS Engineer Level 2
InfoTech Enterprises Ltd.
11.2008 - 11.2014
Asst GIS Engineer
INCA INFORMATICS
05.2008 - 10.2008
GIS Trainee
SGS INFOTECH Pvt. Ltd.
08.2007 - 05.2008
MSc - Geology
R.D.V.V.
BSc - Geology
R.D.V.V.
Post Graduate Diploma - GIS and Remote Sensing
C-DAC
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