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Contact No.: +91-852-715-5751

E-Mail: debiprasan.swain@gmail.com
Total 7 years of rich experience in IT-Services with extensive subject matter expertise in IT Services Transitions
and Service Management (ITSM) and ITIL methods, various processes, strategic technology infrastructure
planning, and developing cost effective solutions to meet customer business requirements. Visionary & goal
oriented with multi-faceted experience in managing client relationships & operations facilitating corporate growth.
Location Preference: Ready to relocate as per the business requirement.

A result oriented professional with6 years experience in IT Infrastructure Management, ITIL, IT service
transitions &Networking Operations in IT industry
ITIL based process implementation & execution, Quality Improvement in Team, Business Requirement
Gathering, New projects assessment & implementation
Resourceful in handling technical and operational activities for diverse kinds of IT infrastructure setup and
support services
Deft in handling Events, Incidents, Problems, Changes, network troubleshooting and data centric operations
A quick learner with a stint of taking unique initiatives for organizational improvement, communicating ideas
clearly and resolving problems


Extensive subject matter expertise in IT Services Transitions and Service Management (ITSM) and ITIL
methods, various processes, strategic technology infrastructure planning, and developing cost effective
solutions to meet customer business requirements
Responsible for process documentation (SOP) and improvement plans
Address the ITIL needs of organization and in the project as well
Addressing performance bottlenecks & ensuring maximum network uptime for the sites
Incident Management, Problem Management, Root cause analysis, Change Management, Configuration
Assisting in the design & implementation of large networks
Suggesting improvements in the operations and processes to make the system foolproof
Monitoring and use of network management tools

Routing Protocols:
Switching Fundamentals:

E-Health, CA-Spectrum, Remedy, Checknet

RIP, EIGRP, OSPF, and BGP (Basics)
VLANS, STP, VTP, TRUNKING, Port Security, and Ether channels

Technical Tools
CA Spectrum:
E-health/Live Health:

Network Monitoring
Network incidents and trend analysis
Real time network log capturing
Alarm Monitoring

Service Desk Tool

BMC Remedy:
BMC Remedy:
BMC Remedy:
BMC Remedy Expedio:

Incident logging Tool

Service Request Management Tool
Change Request Management Tool
Expedio IM (Incident Management)

Network Documentation Tool

Share point Server:

Networking team online documentation such as network diagrams,

process, policies and procedures

Network Devices Access Tool

Secure CRT/Check Net Tool:

To access network devices and keeping session logs for individuals.

Customer Information Tool

CIVT (Customer Inventory Viewer Tool):
IS3 (International Service Supply System):
HU SharePoint:

Customer Technical Details

Customer Site Detail
Customer Technical Details
Customer ID
Customer Site Detail
Maintains Fault Records
Customer details


Nov 12 Till date with Orange Business Services as Sr. Engineer (ITIL Enterprise Technology
Management Center NOC IM/PM)

End to end ownership of major incidents with potential or actual regulatory, financial or reputational
Drive restoration of impacted service while meeting the required service levels.
Drive SRT meeting as and when required.
Drive group chats and bridge calls effectively to resolve incidents.
Manage and drive third parties to the quick resolution of incidents.
Review and sponsor Urgent changes required to resolve an incident or to meet target deadlines.
Identify and create problem records. Drive Major Problem Reviews and agree upon the ownership of
Corrective Action Plans.
Act as overall in charge during a shift managing both application and infrastructure operational teams.
Make decision on behalf of the group to mitigate risks and ensure business continuity.
Keep track of operational improvement areas and suggest process improvement base on case studies to
Service Owners.

Projects Involved:


Jul 09 Nov 12 with Fiserv India Pvt. Ltd., Noida as Network Engineer

Demonstrated excellence in providing support for the daily operational activities of the Network Infrastructure
Maintained a close coordination with the Global Service Providers like AT&T/Verizon/Sprint/TWTC for
addressing the circuit related issues
Holds the distinction of implementing and planning change requests including coordination with Change
Management as per the ITIL procedures
Addressed the Circuit/Link failure events which required vendor coordination (AT&T/Verizon/Sprint/TWTC) to
restore services in minimal downtime
Coordinated with the vendors during high-end troubleshooting and up gradation
Conducted regular checks for the network routing & switching device and checked the health check status on
weekly/monthly basis
Pivotal in monitoring the network health and worked with various tools like Spectrum/E Health/Secure CRT
Proficiently worked on the Cisco Routers/Cisco Switches/Foundry Load Balancer
Handled the latency issues and ensured the resolution of the same
Managed to complete the emergency change, and successfully implemented the same and also received
appreciation for the completion of the activity

Project Handled:


Global NOC (Network Operations Center)

The project was undertaken for Fiserv India which is a Solution Provider has thousands of
clients in US including Banking Division, Providing Security Solutions with Hosted Services
for multiple clients and owns numerous Data Centers across the globe to provide IT
Network Security Solutions. Fiserv NOC operations are entirely based on Remote
Infrastructure Management.


B.Tech in Computer science and Engineering from National Institute of science and Technology,
Berhampur, Odisha affiliated to Biju Pattnaik University of Technology (B.P.U.T).

10+2 from Christ College, Cuttack Orissa affiliated to Council of Higher Secondary Education
(C.H.S.E), Odisha

10th from Bethany Convent School, Paradip, affiliated to Indian Certificate of Secondary
education (I.C.S.E), New Delhi.

Technical Credentials:

ITIL (Information Technology Infrastructure Library) V3 Foundation Certified

ITIL V3 Intermediate Service Transition Certified
CCNA (Cisco Certified Network Associate - CSCO12243072)


Date of Birth:

16th May 1986

Passport Details:

Valid Indian Passport

Language Known:

English, Hindi and Oriya


Playing Cricket, Listening to songs, and watching movies.


House No:D-705,Savy Ville de Apartments, Raj Nagar extension,

Ghaziabad, Uttar Pradesh, India -201001


Debiprasan Swain