Ritesh Sharma Email & Phone Number

During 18 Years of my work experience in Telecom domain, I have worked as part of the highest level Global Product Support in my recent organizations. I am an SME for the company's major product range deployed at core networks of most of the Tier 1/Tier 2 Telecom providers of the world. Being part of the highest level of the escalation team, I am responsible for Escalation Management, People Management, troubleshooting/ resolution of complex issues reported by Tier1/2 Telecom customers, and Technical Account Management. I possess good technical knowledge of VoIP protocols, networking concepts, Linux operating systems, databases, and various troubleshooting tools. I am in charge of the morning shift, managing day-to-day customer escalations, acting as APAC region escalations prime, and Product Lead for the company's Element Management System. Key Responsibilities: - Managing direct reports, setting their goals, and performance tracking- Shift incharge - Acting as Shift incharge. Managing day-to-day operations, internal processes/functions like Team On-call schedule management, work assignments and follow-ups, Shift management, Tracking team's allowances and various internal reports.- Hiring new engineers and planning/facilitating/monitoring their ramp-up training to bring them to full productivity.- Providing Level 3 product support on organizations' telecom products. Managing the various aspects like troubleshooting, configuration support, upgrades, managing deployment etc. for product ranges like Session Border Controller and Element management system.- Providing technical leadership as an SME for organizations Element Management System products. - Solving client’s technical issues by defect reproduction, running test scenarios and providing solutions through the Salesforce Ticketing system.- Working directly with the design team and escalating identified code issues. Planning future product builds/patches. - Acting as an Escalation point for APAC region end customers. Technical account management for a Japanese client and other client partners.- Managing Technical Service Bulletins for notifying worldwide client partners about the technical updates and notifications.- CMMI Process manager for the project. Ensuring CMMI Compliance is maintained and CMMI Audits are successful.- Acting as Business Analyst for upcoming Big data Analytics tool. Identifying key requirements and enhancements for product improvement. Presenting a current version of the tool to probable clients.

Listed skills include Sip, Voip, Telecommunications, Ip, and 7 others.