Ravinder Narula Email & Phone Number

Bengaluru, Karnataka, India

Leading large cross functional teams spread across multiple geographies towards delivering Cisco's enterprise and service provider class products. Managed multiple engineering programs, which includes cloud and managed services , assurance services , Cisco’s security and management tools and platforms. Responsible for various release management activities ensuring Cisco process and product compliance. Focus area and Key accomplishments :o Improved resouce productivity and product quality within program budget release over releaseo Responsible for leading development towards meeting program objectives inline with Cisco systems & processes adhering to agreed Quality criteria.o Managed ISO internal audits for process compliance, governance and change managemento Completed preventive and corrective actions to close out ISO auditso Defined process for end-to-end project delivery in collaboration with multiple cross-functional stakeholders to suit the business requirements ( CPDM /SSDM).o Certified Agile Scrum Master with extensive experience in improving software development methods to create high performing teams and projects that improve time to market and increase bottom line profitability.

As a Theater lead, I was responsible and accountable for providing high touch relationship management services to Cisco strategic customers including service provider and enterprise.. Championed customer issues and act as focal support interface between the internal departments at Cisco and the customer.We perform customer sat and technical gap analysis and create corrective action plans to ensure the customer receives the highest level of service.We achieve the above through the delivery of various key deliverables, sold as part of a Focused Technical Support Advanced Services Contract. Other Key responsibilities:o Managing a team of 15 HTOMs from the people management perspective.o Collaboration with internal and external stakeholderso Managing all the team escalations, supervise and manage the overall performance of the team.o Orchestrating service delivery by collaborating with cross functional teams, various cisco Business units and end customers.o Involved in recruitment, career development, succession planning, workload and utilization management and periodic training.

Senior Software Engineer (post sales) in GSD (Global Support Division) at Avaya India PVT Ltd Pune since April 2006. The job involved giving Remote technical support, maintenance and troubleshooting of Avaya Voice equipment’s deployed at various customers’ location around the Globe..Key Accomplishmentso Provide Tier3 support to customers spread across the globe for converge product range. o Remote monitoring of Avaya Media Servers & gateway, Provide RCA to the customers for Voice system outages.o Assisting Technicians for upgrade & installations issues, if they run into a problem o Integration of Avaya Converged Solution with LAN & WAN Infrastructure and different adjuncts.o Help team in resolving Complex and aged issues.o Measure Metrics: Monitor daily operations to achieve key performance indicators.o Customer & Escalations Management: Facilitate resolution through problem analysis and co-ordination across product lines.o Talent Management: Hiring, Training, Skills Development and Retention

Sr. Network Engineer (Tech Lead) with Cisco TAC at Convergys India Services Pvt. Ltd, Gurgaon since June 2004 till April 2006.Provide L2 Remote support for switching and routing technology to Cisco strategic customer, deliver technical/product training to new hires/partners/customers and engage with development team to enhance product & file bugs on existing product line. Additionally, as the Team Lead of a team of 20+ members, accept internal escalations, mentor and ramp up new hires, training and capacity planning for the team, support team with complex issues and lab recreates.

M.S, Information Technology

B.E, Instrumentation Technology/Technician