Neeraj Singhal Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Accountable for delivering managed services, Global support operations to 30+ Accounts across AFRICA.
• Coaching and leading a team of 30 Product engineers, Specialist’s and Technical Lead’s. Strategizing team’s competency, learning / cross skilling and growth.
• Responsible for managing customer experience, customer escalations and customer success strategies.
• Talent Acquisition – Hiring and nurturing talent
• Partner with the Engineering & Product Management teams in scoping customer requirement to improve product quality or new feature addition for RA-FM product.
• Engage in Problem Solving involving team’s from Engineering, Design and PLM (product line management)

Bangalore

• Managed team of 15 for delivering managed services, Global support to 20+ customers in Europe.
• Accountable for maintaining Positive NPS score across all Project implementations. Exceeded the expectation of the function by meeting NPS of 40+.
• Travel to customer locations and drive various project deliveries, QBRs, trainings, implementations etc.
• Instrumental in developing tools and processes for improved customer satisfaction and operational efficiency
• Audit the service management processes (Incident Management, Change Management, Problem Management)

Bangalore

• Debugging and troubleshooting defects, providing quality solutions/fixes, Implementing patches on Production Environment.
• Operational tuning and Process automation using Shell scripting
• Handled End to End operations involving SLA monitoring, Operational Issues, Change Management and Reporting for Tier1 operators Telia, Swisscom, Cyta and GANTEK.

Chandigarh

• Production support and operations for Order Capture and Management applications (OCX, OMX)
• Handling LIVE issues and attending the Change Requests (CRs)
• Carrying out the Deployments & Sanity testing of the applications on every new release
• Instrumental in fine tuning and optimizing operations via multiple shell script-based automations
• Grooming and coaching new hires

Gurugram, Haryana, India

• Handled multiple applications like De-dup, Business Information System and Mobile number portability.
• Transformed De-dup, a PLSQL based application, to optimize processes, fine tune operations and enhance automations.
• Played an instrumental role in first ever Mobile number portability launch in India for Aircel. Worked closely with clearing houses like Syniverse, Telcordia.
• Lead automation project for BIS to reduce manual overheads and increase accuracy; 65% improvement was recorded in operational KPIs.
• Production Support, operations and development for all 3 aforementioned applications.
• Awarded with a team award - "Best innovative team"