Innovative and performance driven professional, with experience in various aspects of Service Delivery – Daily Operations, Strategy, Project, Tools & process Transitioning & Transformation, Continual Service Improvements, SLA/KPI Management etc. Ensuring delivery of professional services as specified in the Service Level Agreements (SLA) with end customers; managing SLA/OLA according to the contractual scope.Provides input in service attributes such as performance, availability, etc.)Provides input to the Continual Service Improvement process(CSI)Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the serviceEnsures that performance meets the requirements of SLAs and OLAsProvides reporting and metrics on performance of servicePeople Management Exemplary knowledge of ITIL processes & hands on expertise on Incident, Problem & Change Management processes. Successfully driven few improvement areas via LSS methodology ensuring improvements in the contractual KPI’s Driving CSI, Exception Management & closed loop processes

Defining strategy and implement programs to ensure that delivery centers provide world-class, customer-focused, efficient services in a consistent, industrialized, and professional manner. Synchronise processes between best practice, blueprint, and delivery teams. Implement processes as designed and develop best practice for continuous improvementWorked in multiple accounts & under multiple roles like Transition & Transformation, Delivery Manager, Line Manager, Process Optimisation, Tools, Automation delivery etc. Exemplary knowledge of ITIL processes & hands on expertise on Incident, Problem & Change Management processes. Successfully driven few improvement areas via LSS methodology ensuring increase in the First Level Resolution rate of GNOC from 3% to 84%, Streamlined Problem Management process for VFQ – achieved 80% reduction in backlog. Driving CSI & closed loop processes

Responsible for Network rollout planning, managing and executing projects for start-ups. Hands on experience in project management activities including project scoping, estimation, planning, finalization of technical / functional specification, resource administration and quality management for the projects.Responsible for customer interactions for daily/weekly updates, handing over the network to the O&am teams.Projects Handled:1. Etisalat – Delhi (Jan 2010 – Jul 2010)2. Uninor - U.P. East (Jul 2009 – Dec 2009) 3. BSNL – Rajasthan (Mar 2009 – Jun 2009) 4. TEC Approval Testing of OMS 860 (Jan 2009 – Feb 2009)5. Vodafone Swap – Punjab (Oct 2008 – Dec 2009)6. Idea – Mumbai (Jul 2008 – Sep 2008) 7. Bharti – Rajasthan (Dec 2007 – Jun 2008)

Integration and commissioning of various BTS, BSC and transmission nodes for Bharti UP West project. Integration and commissioning of Ericsson PDH (ML- E) and SDH (TN, AXX, High Cap, OMS) of different capacities with 7GHz, 15 GHz, 18 GHz, 23 GHz frequency and with different protection schemes

Worked on Motorola equipments, BTS, Optical Fiber for MTNL Delhi Project. Actively involved in acceptance testing of BSS nodes which involves coverage of sites, call testing, alarm rectification and health check up of BSS nodes