• Overall in charge of all technology related projects under Upstream BPO.• Providing Technical Advisory & Assistance in developing all technology related outsourcing products of Upstream BPO. • Training/Mentoring Managers so that they meet the organization's expectations for productivity, quality, and goal accomplishment.• Attending International Conferences as technical advisor for interconnect establishment with multiple Tier 1 Mobile operators on behalf of Callathon Inc client.• Provide training and orientation of different projects, after completion, to relevant users.• Managing agreements, SLA's with infrastructure service providers and other tools/equipment vendors.

• Technical Research & Evaluation of Sippy Soft Class 5 Retail Product and its advanced features.• Managing and overseeing the implementation, execution & delivery of all technology related projects.• Managing all the feature requests and customization's on Agilisoft MIS as per business requirements.• Planning and Implementation of I.T Infrastructure for Upstream BPO and its clients.• Call Center Planning and Modeling for Upstream BPO.• Country Code Management, configuration of new numbering plans/break outs for any country as per business requests.• Prepare, evolve & modify (as and when required), SOP's related to NOC and create I.T Policies along with maintaining Inventory.

• Operations and maintenance of Class 4 Dedicated Hosted IP-Telephony Solution of Sippy Soft switch.• To ensure NOC is equipped with all necessary tools required for efficiently managing day to day NOC operations.• Evaluation & Technical Analysis of new Soft switches i.e. PortaOne, SippySoft, DNL, Voipswitch for Migration.• Planning, deployment and testing of new Soft Switches i.e. Sippy Soft and Denovo Labs (DNL).• Managing all the feature requests and customization's on new Soft switch platforms as per business requirements.• Evaluation, Commissioning & Deployment of Dinstar Gateway.• Managing the complete recruitment process of NOC resources. • Prepare, evolve & modify (as and when required), SOP's related to NOC.

Worked on an International Wholesale Voice Project of Callathon Inc. where my core responsibilities were: • Operations management of complete network infrastructure which includes: - End-to-end IP telephony system (MVTS II, MVTS Pro, VOS3000) - Information Technology System (Agilosoft MIS) - QoS testing system (Arptel) - Multi Stage Dialing Setup (Cisco 2651xm router with VIC2-2FXO card)• Operational, administrative & supervisory management of VoIP NOC, including scheduling of shifts, training sessions, team meetings & 24x7 operations.• Managing all level-3+ support issues and providing the same level of knowledge to NOC team members for any escalations.• Coordination with network infrastructure equipment vendors regarding maintenance activities and hardware/software upgrades.• Liaise in with other departments for managing any inter-departmental escalations, issues, and requests, which involve NOC.• Evaluating and implementing new design changes in network infrastructure as per business requirements. • Manage data backup & security of network infrastructure, to ensure backups & security updates are carried out regularly.

• Operations and maintenance of hosted partition of Mera Systems MVTS-2 soft switch and VOS3000.• Creation of VoIP SIP interconnect for different customers and suppliers.• Handling, analyzing and resolving as per SLA all level 2 & level 3 trouble tickets and complaints raised by carriers.• Root Cause Analysis of technical faults by debugging Wireshark traces, analyzing TCP dumps, Logs & CDR's. • Monitoring reports/graphs of all systems in order to control critical server parameters such as CPS and CPU load. • Making routing strategies in order to handle different & difficult traffic profiles e.g. Call Center traffic profile. • Escalation and resolution of issues with Infrastructure vendors.• Provide the required orientation and training to new recruitment's in NOC.

• Monitoring, Troubleshooting and Resolving any Quality of Service (QoS) related issues over the Class 4 VoIP Network.• Handling, analyzing and resolving as per SLA all level 1 & Level 2 trouble tickets and complaints raised by clients.• Perform Interconnect testing to ensure compatibility between client & vendor soft switches.• Perform Quality Assurance testing to check QoS of VoIP providers/vendors.• Operation & Maintenance of different VoIP Session Border Controller and Soft switches (Genband Nextone, Mera Systems MVTS II, VOS3000)• Configuration of new SIP and H.323 profiles and accounts; implementations & modifications of rates and routings.• Responsible for analyzing different statistics report, QoS Parameters (ASR, ACD, PDD, NER) and SIP messages to identify any transit related issues.