Rakesh Mahajan
Leeds
Summary
Results-driven Warehouse and Operations Professional with over 14 years of experience in team supervision, logistics coordination, and service management. Proven ability to manage shift operations, optimize workflows, and maintain high standards of safety, quality, and productivity. Skilled in staff scheduling, transport planning, incident management, and continuous process improvement. Excellent communicator and leader, adept at motivating teams to meet performance targets while ensuring compliance with company and safety policies.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Transport Admin / Warehouse Operations Support
GXO Logistics
10.2024 - Current
- Manage and supervise daily warehouse and transport operations, ensuring all activities comply with company procedures, safety standards, and operational policies.
- Support on-the-road traffic management, offering real-time communication and assistance to drivers to ensure smooth logistics flow.
- Handle customer and driver enquiries professionally, ensuring timely resolution and maintaining the company’s reputation for service excellence.
- Ensure service level targets and KPIs are achieved by effectively managing fleet utilization, resource allocation, and workflow efficiency.
- Oversee administrative and reporting tasks, ensuring accurate documentation and compliance with company requirements.
- Proactively escalate and resolve service complaints, protecting brand integrity and ensuring positive customer outcomes.
- Working knowledge of warehouse operations, including stock movement, order management, and coordination with transport teams.
- Highly IT literate, proficient in Excel, ServiceNow, Remedy, and other business systems for tracking, scheduling, and reporting operational data.
- Experienced in incident and escalation management, ensuring service continuity, performance reporting, and adherence to SLA/WLA requirements.
- Coordinate and plan daily and weekly work schedules to ensure optimal staffing and workload distribution.
- Manage order picking, packing, and sortation, ensuring all tasks meet SLA and accuracy targets.
- Brief drivers on routes, schedules, and delivery requirements before dispatch.
- Handle store queries and issue resolution, ensuring prompt communication and customer satisfaction.
- Support warehouse shift planning, maintaining efficient coordination between picking, loading, and transport teams.
- Monitor workflow to identify operational bottlenecks and recommend process improvements.
Major Incident Manager
Ericsson
03.2021 - 06.2022
- Led cross-functional teams to resolve major incidents within strict SLAs, ensuring service continuity across nationwide telecom networks.
- Coordinated global operations across multiple shifts, demonstrating strong incident leadership and communication.
- Managed performance reporting and continuous improvement of response processes.
- Chaired bridge calls and drove root cause analysis with technical and management teams.
Support Analyst
EMIS Health
06.2019 - 02.2021
- Delivered front-line support by handling inbound calls and resolving technical issues within SLA.
- Logged and tracked incidents via ServiceNow; maintained accuracy in ticket management and escalation.
- Ensured consistent, high-quality service delivery and customer satisfaction.
Incident Manager / Customer Assurance Manager
Ericsson India Global Services Pvt. Ltd.
01.2012 - 09.2019
- Managed a mixed team of permanent and contractual engineers, ensuring smooth round-the-clock operations within the Global Network Operations Centre (GNOC – RSSA).
- Ensured incident response, service restoration, and escalation handling were completed within WLA/SLA targets.
- Acted as the single point of contact for customer escalations, maintaining service quality and client satisfaction.
- Drove process adherence, operational discipline, and team performance improvements across shifts.
- Coordinated with internal stakeholders to improve workflow efficiency, communication, and service delivery outcomes.
- Managed service restoration processes for large-scale telecom clients, ensuring SLA compliance.
- Oversaw shift operations in a 24x7 environment, coordinating between technical teams and customers.
- Produced detailed incident reports and process improvement documentation.
2nd Level Support Analyst
Ericsson India Global Services Pvt. Ltd.
03.2009 - 12.2011
- Provided 24x7 support for network operations, ensuring service uptime and efficient problem resolution.
- Collaborated with cross-functional teams to implement operational best practices.
Network Engineer
Tata Communications
09.2007 - 02.2009
- Managed network rollout, backhaul commissioning, and performance testing in live environments.
Network Engineer
Reliance Communications
09.2004 - 08.2007
- Led installation and commissioning of wireless network infrastructure, ensuring project timelines and technical standards were met.
Education
ITIL -
ITIL Certified
07-2017
Skills
- Warehouse & Transport Operations
- Shift Leadership & Team Supervision
- Workforce Planning & Scheduling
- Health, Safety & Compliance (HSE Awareness)
- Inventory & Order Management (WMS, ERP)
- Process Improvement & KPI Monitoring
- Incident & Problem Management
- Customer Service & Stakeholder Communication
- Time Management & Multi-tasking
- Microsoft Office, ServiceNow, Remedy, Jira
Certification
ITIL V3 Foundation Certified
Additional Information
- Eligible to work in the UK
- Flexible with shifts and overtime
- Strong leadership, planning, and analytical mindset
Timeline
Transport Admin / Warehouse Operations Support
GXO Logistics
10.2024 - Current
Major Incident Manager
Ericsson
03.2021 - 06.2022
Support Analyst
EMIS Health
06.2019 - 02.2021
Incident Manager / Customer Assurance Manager
Ericsson India Global Services Pvt. Ltd.
01.2012 - 09.2019
2nd Level Support Analyst
Ericsson India Global Services Pvt. Ltd.
03.2009 - 12.2011
Network Engineer
Tata Communications
09.2007 - 02.2009
Network Engineer
Reliance Communications
09.2004 - 08.2007
ITIL -
ITIL Certified
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