Lead and Manage B2B Complaint Management, B2C Complaint Management, Customer Insight Platform and OSS team under Technology Operations

1. Act as a single point of contact for Engagement Managers and work closely to define goal, scope of work, success criteria, delivery plan and strategies for deliverables 2. Ensure successful E2E delivery of Network Analytics products and services towards OpCos and external clients3. Accommodate and manage change requests as per business needs of customers to improve consistent customer experience 4. Facilitate on continuous product Innovation and review on objectives,… Show more 1. Act as a single point of contact for Engagement Managers and work closely to define goal, scope of work, success criteria, delivery plan and strategies for deliverables 2. Ensure successful E2E delivery of Network Analytics products and services towards OpCos and external clients3. Accommodate and manage change requests as per business needs of customers to improve consistent customer experience 4. Facilitate on continuous product Innovation and review on objectives, key features and key deliverables and value propositions of Network Analytics products/Use cases and Projects  Show less

 1. Service Model Design of Customer Experience Management through Customer Experience Indicator (CEI), Key Quality Indicator (KQI) and Key performance Indicator (KPI). 2. Analysis on service degradation focusing on Customer’s perspective 3. Advance Troubleshooting and Fault Isolation on Incident Management (IM) issues raised through Health monitoring Team 4. Trending based analysis to detect Problem Management (PM) issues to improve customer experience as well as… Show more  1. Service Model Design of Customer Experience Management through Customer Experience Indicator (CEI), Key Quality Indicator (KQI) and Key performance Indicator (KPI). 2. Analysis on service degradation focusing on Customer’s perspective 3. Advance Troubleshooting and Fault Isolation on Incident Management (IM) issues raised through Health monitoring Team 4. Trending based analysis to detect Problem Management (PM) issues to improve customer experience as well as growth in revenue. 5. End to End analysis on service degradation from Network, Customer segmentation and device perspective. Show less

Organize, lead and manage all operation and maintenance activities along with optimization works of Core Network. Ensure uninterrupted system availability by performing necessary preventive & corrective measures and also to ensure service quality through analyzing different parameters of Core nodes.

Lead and Manage Contact Center related PABX and IVR services

Lead and Manage GPRS services

Lead and Manage CS services in Core Network

Providing second line and 24-hour support for all CN nodes (MSC/HLR/STP/MGW) escalated from NOC surveillance & Field Engineers.