Work with Telco, Aggregators and Enterprise to grow RCS

Work with Telco, Aggregators and Enterprise to grow RCS

• Responsible for product management of P2P portfolio and Private Networks under connectivity , security and cloud vertical• Drive the product revenue and enhance the product capability by adding new variants. • Product Strategic planning , budgeting cycle, customized product design• Product roadmap as per market requirement, Product life cycle management• Supporting product related marketing initiative webinars and circle visits.

- Product Management for Connectivity services - NPLC , IPLC and MPLS L2.- New product enhancement and capability build for P2P, P2MP , Ethernet and Dedicated Ethernet services.- Derive revenue for product and grow the market segment.

• Define and implement Service for new fixed line products and platforms in coordination with functional and cross functional stake holders from inception to launch.• Drive project from CS perspective and coordinate with IT for automation and other process improvements.  • Lead Process Excellence and Capability programs for fixed line products and roll outs to circles.

• Define and implement Service for new fixed line products and platforms in coordination with functional and cross functional stake holders from inception to launch.• Drive project from CS perspective and coordinate with IT for automation and other process improvements.  • Lead Process Excellence and Capability programs for fixed line products and roll outs to circles.

- Vendor governance for Enterprise and carrier business.

• Handling BT Global Services complex project Tier 4&5 which includes Lead to Cash and Trouble to Resolve deliveries.• Responsible for End to End project management and project reporting.• Responsible for project finance, audit and tracking.• Multicultural and multi geography team handling.• Raising development story to Platforms.

• Project management for Solution development and deployment projects for Telco customers.• Plan & manage project teams including resource allocations, schedules , budgets & scope• Vendor Management and auditing for the vendor delivery.• Preparation of periodic project status reports & action planning for management review• Working with geographically & culturally diverse project teams• Periodic review with Functional , Account & Customer teams on projects & tools• Manage multiple project specific teams for the project duration• Ensure clear communications within the production team throughout the project• Perform project control (time, cost, quality), internally and externally.

• Defining Service Management processes to improve CSAT.• Define the work flow, process, and access mechanism, platform of development, to capture the customer voice and to measure the efficiency of SM in SMART for global team.• Project Manager for SMART an automation tool for tracking mechanism for service managers and customer repository. • Vendor Management for the projects within Service Management.• Handling SLA escalation.• Key member for Customer Web portal development inputs.• Defining Strategy for better customer engagement to lead revenue generation.• Setting SLA process and process atomization for TCL.• Ownership of End-to-End customer SLA on EBU, IBG, WBU and Managed services business for Tata Communications.• Core member of Change management team, heading planned activity communication team for Tata Communications.• Ownership of all Service Credit issues at Provisioning and Fault Management stage for Tata Communications• Driving SLA initiatives across TCL network backbone, identifying gaps, initiating performance management w.r.t TT handling.• Monitor and drive the service uptime in coordination with OPS and review the SLA Doc’s viz a viz learning from OPS and CSO.• Internal Consultant for corporate TCL help desk for policies, procedure, ramping up and defining and driving service assurance process• Bringing in the expertise and processes of Competitors as Best practices and Benchmarks to TCL.• Core member for process tuning for NNI partners.• Handling projects to enhance customer experience

Strategy , process, tool design and delivery.

 Workflow planning and design and implementation of the processes used in broadband customer operations as per eTOM process Reviewing the processes in broadband operations for continual improvement and maximum automation as per EAI process. Problem analysis and fault diagnosis to avoid repeat faults. Provide technical support to the circle teams across the country for data and voice services.  Handling team for co-ordination with other operations and field staff for maintaining SLAs given to high value broadband customers. Providing trainings related to new processes and products to the circle teams. Execution of Performance Management for Service Assurance in Place. Time to time review of records and processes for maintaining ISO standards. Auditee for TRAI and ISO SPOC representing as Service Assurance Manager for SA for all cross-functional task closure and discussions. SPOC for Product transition into production stage by SAT and UAT. Performance tuning of SA with process optimization and System atomization. Handling Skill orientation and grooming of team to compliment customer expectation. Techcheck, SOP’s for customer visit and plan of action put in place