As Delivery operations managerHandle the mission critical operations for 15 international accounts which encompass multiple tools running on diverseplatform. Ensure optimized service delivery as per the agrees SLA and interact with customer and service delivery teamsduring transformation, SLA breach and major incidents- Responsible for running the operations for international clients on a 24/7 support- Transition projects and work from off shore accounts and set up… Show more As Delivery operations managerHandle the mission critical operations for 15 international accounts which encompass multiple tools running on diverseplatform. Ensure optimized service delivery as per the agrees SLA and interact with customer and service delivery teamsduring transformation, SLA breach and major incidents- Responsible for running the operations for international clients on a 24/7 support- Transition projects and work from off shore accounts and set up operations from India delivery center- Collaborate with solution architect and provide inputs for resource sizing based on work load assessment- Cross training and pooling of resource to optimize service delivery- Bring in efficiency through work/process automation- Interact with customer during critical issues and submit RCAs- Engage with leadership team for proposals and presentations- Establish management controls for monitoring and preventive measures for proactive issue resolution- Responsible for employee career progression , drive HR initiatives to manage and motivate the work force Show less

Direct communications projects through all lifecycle phases, from planning and design to testing,implementation, and support. Gather and analyze business needs to prepare technical and process documentation.Research and evaluate cutting-edge technology and services to provide recommendations to leadership. Managerelationships with partners to drive service delivery and reduce costs.„¥ Directed business development and engagement management activities. Interfaced with client… Show more Direct communications projects through all lifecycle phases, from planning and design to testing,implementation, and support. Gather and analyze business needs to prepare technical and process documentation.Research and evaluate cutting-edge technology and services to provide recommendations to leadership. Managerelationships with partners to drive service delivery and reduce costs.„¥ Directed business development and engagement management activities. Interfaced with client executives to identify business needs and develop solution strategies.„¥ Negotiate and accept projects from client ,ensure delivery with minimum scope creep and resource utilization„¥ Provide project turnaround expertise at the customer site with emphasis on regaining customer confidence.„¥ Institutionalized ITIL frame work for Incident/Change/Problem management process.„¥ Provide business consulting, knowledge expertise in strategic performance management methodologies, processassessment work, and the application of technologies to business.„¥ Perform service delivery role to enhance customer engagement and to constantly seek growth opportunities within accounts„¥ Engage with leadership team for proposals and presentations„¥ Increase productivity with optimal team and constant process engineering.„¥ Accountable for productivity management and cost optimization.„¥ Vendor interaction and management Show less

Rich Experience of 14 Years in the competitive Indian Telecom Industry. Considerable knowledge & experience in the ever growing and most competitive Cellular industry in India.Worked on diverse projects covering, end to end strategy implementation and technology migration. Ability to prioritize and deliver, change management, and Implementing initiatives in challenging scenario are my key strengths.- Proactively championed the hardware, software and application migration… Show more Rich Experience of 14 Years in the competitive Indian Telecom Industry. Considerable knowledge & experience in the ever growing and most competitive Cellular industry in India.Worked on diverse projects covering, end to end strategy implementation and technology migration. Ability to prioritize and deliver, change management, and Implementing initiatives in challenging scenario are my key strengths.- Proactively championed the hardware, software and application migration projects to augment availability andperformance.- Pioneered the design and implementation of Lean Projects and cross functional work culture for optimized utilizationof resources.- Conceptualized and implemented highly targeted automation opportunities and lead transformational projects forenhancing customer experience- Initiated a comprehensive program in the zones to ensure uniform client experience by standardizing processes acrosslocations, considering client expectations.- Conducted end to end automation of all manual critical processes for optimal utilization of resources.- Front end ISO, compliance and Lean Sigma audits and ensure compliance- Create synergy and consistency in project delivery across various states and replicate best practices to provide uniformexperience across all states- Spearheaded successful transition AE related activity to the backend for effective closure and support to front end.- Designed and implemented the data warehousing system to handle data mining for CDRs. Show less

- Integrate OSS systems of Ericsson,IN and SMSCs using custom products- Engage with clients to gather requirements and freeze scope- Assign and track projects and ensure delivery within target dates- Assess skills and arrange trainings for internal team members- Drive custom BSS integration and migration projects- Streamline and optimise operations through systematic quality rigors.- Support project executives and delivery managers in various customer engagement… Show more - Integrate OSS systems of Ericsson,IN and SMSCs using custom products- Engage with clients to gather requirements and freeze scope- Assign and track projects and ensure delivery within target dates- Assess skills and arrange trainings for internal team members- Drive custom BSS integration and migration projects- Streamline and optimise operations through systematic quality rigors.- Support project executives and delivery managers in various customer engagement initiatives. Show less

- Responsible for the maintenance of mediation server data base and operation- Deliver complex MIS reports for critical management decisions- Coordinate and drive BSS vendors for enhancements and bug fixes- Ensure timely billing process for on time bill delivery to customers- Automate monitoring process and create alarms for critical systems- Reengineered process to enhance system performance and scale- Handled integration projects for OSS systems like Nokia , Ericsson… Show more - Responsible for the maintenance of mediation server data base and operation- Deliver complex MIS reports for critical management decisions- Coordinate and drive BSS vendors for enhancements and bug fixes- Ensure timely billing process for on time bill delivery to customers- Automate monitoring process and create alarms for critical systems- Reengineered process to enhance system performance and scale- Handled integration projects for OSS systems like Nokia , Ericsson and SMS servers- Data mapping and migration from legacy to enterprise BSS system Show less

- Responsible for generating management reports to identify faulty product and service provisioning- Automate manual process and activities , to bring in more efficiency and savings- Created an off-line fraud management system to identify billing fraud.- Automated adhoc report generation for timely report delivery- Designed,developed and implemented an automated document tracking workflow for sales and customer care department