Ajith Nair

Operations Associate

Bengaluru, Karnataka, India22 yrs 11 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years in Telecom Data Migration and Project Management.
Expertise in managing operations for global GSM mobile operators.
Proven track record in revenue assurance and team management.

Stackforce AI infers this person is a Telecommunications Project Manager with extensive experience in operations and revenue assurance.

Contact

Skills

Core Skills

Project ManagementTelecommunications Management

Other Skills

Solution ImplementationRevenue AssuranceTelecommunications BillingOperations ManagementTeam ManagementAnalysisIntegrationTestingGlobal Customer ServiceCustomer RetentionBusiness DevelopmentTrainingSLATroubleshootingLeadership

About

My core competency is in Telecom Data Migration, Implementation (Project Management Support, Project Coordination, Planning, Integration, Operation, Maintenance, Installation, Commissioning, Conducting Acceptance Test, Testing of System, Plan Control, and Follow up for the Implementation of the Project, Preparing and Maintain a Quality Plan for the Project). Experience in Managing the Data Clearing operation for all the Indian & Global GSM Mobile Operators. 10+ yrs of experience in Operations, Project Management, Account management, Transition, Business Analytics and Business Development. Experience in Managing the Data Clearing operation for all the Indian & Global GSM Mobile Operators. Expertise in special remediation projects for the underperforming teams. Currently playing the role of a Revenue Assurance Manager.

Experience

22 yrs 11 mos

Total Experience

5 yrs 8 mos

Average Tenure

18 yrs 10 mos

Current Experience

Syniverse

Implementation Manager II

Jul 2007 – Present · 18 yrs 10 mos · Bengaluru Area, India

Creating implementation plans and the technical infrastructure document, migration procedures for messaging/roaming/network customers.
Implemented IT Infrastructure (DC) Projects (on SQL environment) for Telecom giants.
Understanding customer requirements, design solution to meet their needs & end-end planning/execution.
Delivery management of customer requirements relating to ABI (Applied Business Intelligence)
Interface between Project Managers and Product Managers on various MACH products processed for customization for service providers & mobile operators for implementation.
Preparation of Project Plans, Vendor Consolidation Report, and Installation documents etc.
Analyze release notes and product enhancement related to technical support activities of messaging products.
Providing network consulting services on assessment and implementation for enterprise customers based on requirements and technologies fit.
Schedule customer kick-off meetings involving Sales/Marketing and PMO.
Liaise with customer technology team for new product rollouts/implementation for all regions.
Measure and Improve the Quality of the Service requests
Set KPIs for the CS teams & help them achieve it
Manage all the Indian & Global Client Operations
Develop close working relations with customers and vendors to understand their requirements and in turn, to develop specific solutions to meet their needs in the market.
Educating the clients on the products & services
Managing and building teams through full SDLC of large-scale and global systems projects.
Understanding and communicating business impact of Telecom/Network applications & implementation.

Project ManagementSolution ImplementationTelecommunications ManagementRevenue AssuranceTelecommunications BillingOperations Management+4

Ibm daksh

Asst.Manager-Operations

Dec 2006 – Jul 2007 · 7 mos · Pune Area, India

Responsible for the Technical Service Desk
Responsible for managing a line of business
Responsible for metrics like Queue SLA, Ageing, FCR etc.
Timely reviews with the clients and the management team
Conducting daily briefing and debriefs on days performance and review any new updates
Handling Conference Calls with the Clients on a week to week basis
Responsible for live call coaching, continuous feedback on issues relating to product knowledge, and soft skills
Monitoring Service Levels and Scheduling team breaks
Involved in training on new process as and when required
Conducting regular performance evaluations
Keep the team leads and agents motivated, Counsel and guide as and when required
Career progression planning for the team members
Escalating critical issues to the proper authority, for example disciplinary issues/salary Etc

Apple (aditya birla minacs)

Team Leader - Operations

Jan 2004 – Dec 2006 · 2 yrs 11 mos · Bengaluru Area, India

Responsible for the Troubleshooting of software issues related to apple products
Help the teams achieve their targets and meet SLA's.
Train the team on new updates and processes.
Was responsible for conducting coaching sessions and giving constant feedbacks to the agents.
Conduct retraining for agents performing below par.
Responsible for driving C-sat among the team and implementing refresher trainings.
Team Management and Rostering.

Hewlett-packard

Technical Support Representative

Jun 2003 – Jan 2004 · 7 mos · Bengaluru Area, India

Troubleshooting errors for HP Printers, scanners & copiers through Emails and calls.
Diagnosing the issues related to all kinds of printers reporting to Second Level Support.
If required processing the case for an onsite visit..
Help the customer with printer setup using Remote Desktop.
Handling Escalation mails with Excellent Customer Handling Skills.