Munish Chander Email & Phone Number

Bengaluru Area, India

• Drive customer communication during customer impacting event/service interruptions • Play a critical role in building relationship, understanding Operational Objectives/Strategy and aligning our capabilities based on the requirements • Drive projects that improve customers support experience and adds value by influencing operational execution and overall success planning • Maintain overall responsibility for delivery in accordance with defined standards• Driving the issues to resolution and maintain overall responsibility for delivery in accordance with defined standards• Ensuring that customer feedback is incorporated into operational development or the changing business requirements• Close collaboration and working relationship with internal stakeholders, partners and vendors• Representation and contribution on Metrics, Analytics, reviews, QBRs/MSRs and much more

India

• Responsible for all possible escalations on a managed account and driving it to resolution in the least amount possible• Handling Team size of 20+ individuals • Leading a complex 24*7 Operations; Roster Management, Mentorship and Performance management• Maintaining central repository of documents, KPIs, KB Articles, Process Improvement Guidelines, Best Practices• Participating in the Interlocks, Daily Operations Meetings, MSRs, QBRs with the customer and other stake holders, SDMs• Responsible for delivering RFOs for all priority incidents• Manage Team’s backlog count, Customer Relationship and Satisfaction• Working collaboratively with experts across Cisco to troubleshoot and diagnose complex technical problems• Conducting and/or leading root cause analysis of vulnerabilities• Managing Vendor/Partner relationship and collaborating all efforts for a smoother delivery

Bangalore

• Directly manage a team of individuals Network Operations (GNOC)• Manage relationship with the client and account interface(s) – understanding expectations and requirements from an operational and project standpoint; communicating on issues, concerns, and updates. Managing key customer escalations and issue resolution• Act as the single management point of contact for key accounts managing all Escalations & accountable for Customer Satisfaction• Communicate and escalate to others in HPE including, but not limited to account, other towers, GNS and senior leadership on issues and concerns• Utilize effective communication in providing email and verbal executive summary-level details to the client and to HP constituents• Developing and implementing SIP (Service Improvement Plans) aimed at addressing customer business challenges• Driving operational excellence; guiding the team to resolve incidents more swiftly, preventing future incidents by proactive measures and monitoring• Implementing standards and best practices across the entire program life cycle for enhancing the alignment of solution with business & regulatory requirements

Bangalore

End-to-End delivery of a given Project, which essentially revolves around the Engineering/Design aspects and Project Management skills…. Generating Bill Of Material, Designing Voice Network/Solutions, Preparing LLD/HLD’s/EWOs. Keenly involved in Voice Transformations - moving sites off Legacy Networks to CUCM and CUX platforms across AMER, APAC and EMEA… Knowledge Transfer sharing sessions with the team from time to time and coordinating with engaged Third Party Vendors/Telcos/Network Team and other cross functional leveraged technologies.

Gurgaon, India

Providing technical assistance to multiple clients, troubleshooting all IPT related issues. Managing client’s infrastructure with timely upgrades of OS, Service Release, and Engineering Specials. Setting up backups and for CUCM and Unity Servers IOS upgrades for Voice Gateways. Maintain and Support of CUCM ver4.x/6.x, Unity 4.x/5.x/7.x Voice Mail system and Unity Connection. Configuring Voice Gateways (Analog and Digital- VG224/28 and MGCP, SIP, H323), Voice Interfaces like FXS, FXO, ISDN T1/E1 PRI and QSIG links and SRST. Interacting with Cisco TAC/vendors/clients/ISP’s as and when required to make sure the Issue is resolved in the earliest possible time.

Bengaluru Area, India

Administration and troubleshooting of Cisco Call Manager 4.xProvide support to AVVID product line users, Cisco employees issues related to IP Phones, IP Communicators, EM, Voice mails etc

Gurgaon, India

Handled international customer issues related to installation, administration and troubleshooting Call manager, Gateways and Unity.

Bachelor'S Degree, Bca, A

Diploma In It, Computer Science, A