Abhishek Goyal Email & Phone Number

Manila, Ncr, Ph

Manila, National Capital Region, Philippines

Leading E2E Service Delivery, Managed Services and Customer Success for client Globe Philippines

Manila, National Capital Region, Philippines

Leading Customer Service Delivery for Support and Managed Services for Globe Philippines from Onsite

Pune, Maharashtra, India

Leading Customer Service Delivery for Support and Managed Services for Globe Philippines from Onsite

Pune, Maharashtra, India

Oversee Global MS comprising of solutions on various products like Digital BSS, PCRF, AAA, IPLMS, WIFI, Analytics, BRM, CRM, Order Management, Product Catalogue Management and many more product based solutions as well as other cloud support offerings to insure world-class customer service for the managed service provider business.Provides strategic leadership, oversight and management for IT professionals.Recruit, mentor and build an effective network organization in support of the business.Sets strategic and tactical priorities that align with business objectives.Responsible for support of a high performance global network and related services.Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.Develop plans and strategies to improve performance, reliability and operational cost-effectiveness.Administer staff performance management and career development activities.Participates in monthly, quarterly and annual forecast/budgets and financial reporting.Demonstrates integrity without compromise. Respect, commitment to excellence, collaboration, and agility.Design and implantation of IT service management process (ITIL), as well as ensuring compliance with SOC, ISO, IEC and other requirements.Set tactical goals and initiatives for current MS teamIdentify technologies that can be used to improve customer service levelsDevelop costing models for managed service offeringsDevelop and maintain a team through coaching and performance management

Pune, Maharashtra, India

Heading:o A team of 100+ resources including 10+ People Managers with a budget & annual capacity worth INR 50 Mno Service Management Team; leading tasks pertaining to Service Quality Management, Service Desk Operations, Service Analysis & Fault Analysis for 16 company serviceso ALEF Services SNOC Rollout and Operations Developing & maintaining vendor relations including vendor assessment, relationship building, contract management, vendor negotiation and commercial assessment for Amdocs, Ericsson, Nokia, HP and ALEF MobitechRendering assistance in audits & compliance including SOX, ISO20K & so on Driving initiatives to strategize & finalize CSI for multiple domainsEnsuring HSW compliance; Vodafone Flagship to nurture & assist all employees & partners Designing, maintaining & implementing in-house/ external tools to alarm reduction, TT reduction, operation support & downtimeEnsuring compliance to ITIL/ITSM/eTOM requirementsAdministering due diligence for Billing Systems of Amdocs and EricssonLeading strategy planning, revenue growth, P&L management, client management, operations, process improvements, cost optimization, stakeholder management.Defining service standards and guidelines, governance structure, best practices that worked as benchmarking for excellent service delivery Facilitating end-to-end delivery of the program, meeting internal and external objectives:o Estimation, risk, scope, time, resource, quality and change managemento Value-adds, continuous process and productivity improvemento Expectation management of team Directing resource planning, SOW, technical direction, effort estimation, tracking, risk management and monitoring on-site activities & final execution of projects within the time and cost parameters Presenting multi-site operations from grounds-up, built capabilities and set- up governance structure, service delivery strategy, operation readiness and & enhancing internal controls

Pune, Maharashtra, India

Responsible for Charging Platform and Service Operation at SNOC

Pune, Maharashtra, India

Responsible for all operations of Charging Platform at SNOC.

Pune Area, India

Working as a Switch and IN operations Engineer.

Bachelor Of Engineering, Telecommunication

Activities and Societies: Event Head Spandan2006 and other events

Higher Secondary School, Fyjc And Syjc (Science)

Ssc, High School/Secondary Diplomas And Certificates