Rizwan Sheikh Email & Phone Number

Pune Area, India

# Manage entire NOC Project for ISP and Carrier Customers - Managing Transmission networks - Supporting variety of products viz. NPLC, DLC, IPS, MEIS - Pan India regions (West, North, East and South).# Ensuring Major KPI’s (MTTR / CMI / Repeat / CCI) are met.# Problem Management - for repeated faults on service layer and network layer.# Priority support to Key Clients.# Manage NPLC services – SOC for Pan India# Priority Rerouting for Key clients to maintain MTTR and CSAT.# Escalations and follow up with field in live scenario for Folded and Linear Delivery Corrections.# Planning, Designing and implementing various processes to enhance and to achieve the organizations business targets in the assigned project.# Escalation till resolution with Field and TAC team for chronic cases.# Measure project performance using appropriate tools and techniques.# Develop spreadsheets, Power point presentations to document needs and perform other related duties as assigned.

Pune, Maharashtra, India

# Core Team member of Neotel SOC transition from South Africa to Pune, India# Manage L1 Technical Support for Enterprise Customers -E-Mail and Voice Tech support for Enterprise Customers (Team Size – 25). # Improved performance in 1st update in 20 minutes from 47% to 93% within a span of 12 months, simultaneously improving First Time Resolution from 8% to 24%# Single point of contact (24*7) for customer.# Preparing the AOP for forecasting manpower and resource allocation.# Incident Management - # Escalation Management - Handling Customer / Internal escalations.# SLA Performance Reporting - Weekly review of performance and timely deliveries of SLA’s # Operations Management - Resource Planning / Scheduling / Metrics management / Rewards & Recognition / Capacity balancing / Staffing / Head count management. # People Management - Motivation / Attrition management/ Absenteeism / Schedule adherence / Productivity/ Decision making / Conflict management.# Performance Management - Ensuring adherence to set processes - Metrics tracking / Data analysis / Identifying Training needs.# Planning, Designing and implementing various processes to enhance and to achieve the organizations business targets in the assigned project.# Learning & Development - Training need analysis for process improvement.# MIS Reporting as per contract and commercials.# Audit & Compliance - Ensure 100% compliance and facilitate external audit for service assurance.# Handling Business Contingency Plan/Disaster Recovery (BCP).

Mumbai, Maharashtra, India

# Manage entire lifecycle of SME (Small & Medium Enterprise) and Priority Customers.# Processes managed: E-mail Desk, Inbound Desk, Outbound Desk, Channel Partner Desk, FTR Desk.# Collaborate with internal and external stakeholders to collate and validate the scope of work.# Liaising with business partners and sales executives for Business Development activities converting potential prospects to contracts# Contributing to creation of centralized Knowledge Management System (KMS) - provisioning policies# Promoting work culture fostering sharing of knowledge & best practices.# Client Relationship Management - maintaining strong relations with key clients, resulting in deeper market penetration and leveraging existing verticals.# Operations Improvement - Designed and implemented proactive TT booking / follow-up process at the contact centre# Planning and setting objectives for Customer Services to improve service-related issues.# Continual Improvement - Identifying areas of improvement and implementation of all defined Systems / procedures# Quality Management - Setting out quality standards for various operational areas & conducting regular quality calibrations, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.# Learning & Development - Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity.# Integral part of Transition team during location migration (VSB Mumbai to Dighi Pune) at the time of rebranding of VSNL to Tata Communications

Diploma Of Engineering, Computer Technology/Computer Systems Technology

Senior Secondary Certificate