Ankur Mishra Email & Phone Number

Gurugram, Hr, In

Invested in startups across multiple domains, invested in following startups so far- Happy Nature- O'be Cocktails

Mumbai

• Reporting into the VP, Global Technical Support APAC, this role involves taking ownership of specific account escalations and seeing them through to resolution.• Program Management of the escalation process for specific project and support situations with the end goal of enhancing customer experience and retaining key accounts.• Escalation Manager engagements often have high corporate visibility and span multiple business units. Escalation Managers consolidate communications and all required activities as a single point of contact with responsibility and authority to achieve resolution.• Review at risk accounts and potential at risk accounts due to escalations and recommend strategies to mitigate risk.• Direct progress of technical support staff, escalation team, engineering team, product development and all other F5 resources in addressing customer production issues.• Chair both internal and external calls or meetings and facilitate the path to resolution and success.• Create and manage comprehensive plans of action to resolve the escalation situation.• As ‘owner’ of the escalation, provide regular internal updates to all levels of F5, often including Executive level briefings. Interface closely with field teams to ensure coordinated and consistent messaging from F5 during an incident.• Analyze the resulting relationship between F5 and the customer. If corrective action needs to be taken, partner with the account teams or other internal resources to improve the long-term relationship with the customer.• Provide post-mortem review and analysis as required by internal teams or customers.

Gurgaon, India

• Manage the service support activities of all telecommunications services and products delivered to the major customers of Ciena in the APAC Region.• 100% ownership of the account escalation engagement and all activities that make up the get-well plan.• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.• Review & analyze Customer health trends to pro-actively identify and resolve issues before the customer escalates.• Co-ordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation.• Regularly report internally to leadership audiences, through C-level, on active account escalation status.• Understand needs and requirement of customers and influence internal products or strategic initiatives to provide necessary outcomes to customers.• Conducting regular project & operational review meetings. Quarterly customer reviews along with detailed Performance Reports to track health of customer network.• Exploring additional business opportunities within existing accounts. • Assisting sales and engineering with Solution designing and delivering for customers.• Continual effort to improve CSAT by improving customers Experience. • Working closely with cross functional teams to identify and streamline processes leading to operational excellence and improved customer experience.

Troubleshooting of E1, E3, DS3, STM1 and Concatenated STM-4 on NLD/ILD Path on different NMS.• Installation, commissioning, Testing, defining protection path and testing the circuits through the entire OFC (Optical fiber cable) ring on the following Telecom Equipment.• NORTEL make (TN -1C, TN-1X, TN4XE, TN16XE) equipments, TELLABS make (6300 (SDH), 6370 (DWDM)), DXC (Digital Cross Connect) equipments and ECI make SDH and BG equipments for optical fiber network. • Hand on experience on Various ECI NMS, NORTEL NMS, TELLABS NMS and Alcatel NMS Check alarm with help of NMS and do testing to isolate the issue and resolve the media issue in SDH backbone.• Provide remote support to field engineer to trouble shoot the SDH network problem with help of NMS. • Provide remote support to field engineer to trouble shoot the SDH network problem with help of NMS. • Coordination with different telecom service provider and there NOC team to resolve fault in network.• Know Worked on Remedy Operational Support System (OSS).

• To reduce the fault occurring in the network by taking corrective actions on individual circuits based on type of fault.• To provide the permanent solution to customer complaints regarding frequent failures or circuit flapping.• To make network uptime 99.99%.• To coordinate with Different functions including customers for executions of different Action plans.• Network optimization for congestion and capacity planning. • Troubleshooting of E1, E3, DS3, STM1 and Concatenated STM-4 on NLD/ILD Path on different NMS.

Executive Mba

B-Tech, E & C