Feb 2020 – May 2022 · 2 yrs 3 mos · Maharashtra, India

• Working as Technical Service Manager managing SME/SOHO/Large Accounts/Global Enterprises/ Govt. accounts.
• Key Responsibilities – Monthly/Quarterly Business Review, Revenue Protection, Revenue Maximization, SPOC for Service Improvement Plans, Digital Adoption & Tracking of Major Incidents.
• Change Management for Non-Commercial and Commercial Changes.
• Revenue Generation via Up Sell and Cross Sell.
• Revenue Protection by ensuring Healthy financial health of account.
• Erosion Management control during renewals.
• Supported Business team for lead generation from existing customers.
• Initiating Service Improvement Plans for frequently impacting circuits on similar platforms to achieve stability and improvement in uptime. Engagement with network and field teams and follow up till closure.
• Monitor health status and responsible for taking corrective actions for Red and Amber accounts.
• Interlocks with cross functional teams for improvement enhancing customer experience.
• Worked on several Internal projects like Bad Debt Recovery, SIP through Problem Management, Upgrade, RNPS, GO Green, etc.

May 2017 – Jan 2020 · 2 yrs 8 mos · Pune, Maharashtra, India

• Operational Responsibilities involved:
• Handling team of 90 members providing support on Install and MACD requests.
• Maintaining strict SLA of 1 Business Day for 98% of requests received.
• Team was responsible for processing over 20000 requests per month.
• Responsible for Weekly and Monthly Performance Review with client.
• Conducting and governing quality audits.
• End to end ownership of Process Improvement Plans.
• Business Skills:
• CONTRACT & AGREEMENT: Provide inputs on the delivery aspects in the contract in Order to limit financial risk to company.
• PROJECT SCOPING: To facilitate requirement gathering interviews, conduct workshop, issue clarification, review documentations, and sign off by all stakeholders.
• PROJECT BUDGETING, PLANNING & SCHEDULING: Estimation of project, considering organizational goals, review the estimates and communicate plan to all the stakeholder for required budget and resources to successfully executing the project.
• QUALITY & RISK PLANNING: Identify the quality goals & processes with the help of quality team. Plan for training the team and prepare a comprehensive quality plan to ensure high quality delivery.
• TRANSITIONING & PRODUCTION SUPPORT: Perform portfolio analysis, plan transition and executing activities as per the plan to get into steady state as agreed with customer. Schedule, monitoring, review and control the production support project. Meet the agreed SLA to successfully execute the project to client.
• PROJECT TRACKING, CONTROL & REPORTING: Allocation of work to right people, track the project scope, schedule, quality, resource requirement, financial, risk SLAs, take corrective measures and communicate to all stakeholders per communication plan.
• CLIENT MANAGEMENT & KNOWLEDGE MANAGEMENT
• Billing: Raising Invoices and billing client as per Level of Efforts/Conversion Factor associated to products and number of requests processed.
• Automation & Effort Reduction: Responsible for effort reduction through Lean and Automation.

Jun 2015 – May 2017 · 1 yr 11 mos

• Leading a technical team of 45 members resposnible for fault management and Planned Events.
• Enhancing customer experience by handling Severe and Critical escalations from customers and Internal Service Management.
• Responsible for Transmission OAM of Services for various Products like NPLC, IPLC, MPLS, ILL, PRI, and Managed Services.
• SME for SDH/PDH equipment’s such as ECI, HUAWEI, MROTEK (PINE-155, PINE-1,4,8), ECI UBR’s.
• Managing different focused Incident management desk based on requirement by sales and operations (e.g. BOM, Carrier, CWW).
• Ensuring that all Incident Faults, Planned Works and Change requests are carried out within SLA, and all processes and procedures are being correctly followed.
• Proactive Monitoring of critical links for stability e.g. ISRO Satellite launches.
• Responsible for hiring, Process Induction and technical training of new members.

Feb 2012 – Jun 2015 · 3 yrs 4 mos

• Ensuring that all Incident Faults, Planned Works and Change requests are carried out within SLA, and all processes and procedures are being correctly followed.
• Managing and executing Emergency planned events and sending out Notifications after securing concurrence from customer.
• Cross functional coordination to ensure minimum downtime (MTTR) to transmission services.
• Leading Incident management team for Transmission services, and ensuring resolution within the defined SLA.
• Ensuring compliance of Incident Management Desk within TAT for various parameters like First Fault Diagnosis, periodic update and follow up until resolution of Fault tickets.
• Coordinating with international carriers around the globe for earlier restoration of the links.
• Sharing of RFO and RCA to customer within TAT and acknowledgement to RFO conflict.

Jun 2006 – Feb 2012 · 5 yrs 8 mos · Pune, Maharashtra, India

• Led Shift of 8 members for providing 24 X 7 support in Incident Management responsible for 99.98% uptime of the System as well as network that spans throughout the TCL ILD & NLD Network.
• Troubleshooting on Faults and monitoring of various services like IPLC, NPLC, Internet, PRI etc.
• Interacting with International Carriers (AT&T, VZB, BT, Telstra, SingTel, etc.) as well as National BSOs (TTML, TTSL, BSNL, Airtel) for resolution.
• To Plan, Provision and Re-route the traffic in case of major faults including Submarine Cable Outages.