Umesh Rege Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Heading Technical support team of 40+ cross-functional resources for managing the end-to-end Technical Support for providing support for business users worldwide using Versa SDWAN.Accountable for technical support strategies, ensuring 24x7 operations, escalations management, cost optimization, service SLA/KPIs, process improvements/implementation, stakeholder and team management.Worked closely with engineering and PLM teams to ensure customer feedback is taken into consideration in… Show more Heading Technical support team of 40+ cross-functional resources for managing the end-to-end Technical Support for providing support for business users worldwide using Versa SDWAN.Accountable for technical support strategies, ensuring 24x7 operations, escalations management, cost optimization, service SLA/KPIs, process improvements/implementation, stakeholder and team management.Worked closely with engineering and PLM teams to ensure customer feedback is taken into consideration in product roadmaps.Liaising with business teams to understand and scale the services/team.Also responsible for Managed Services team. Scaled and groomed the team to 15+ folks in short period of time, capable of monitoring and supporting multiple Versa products for large spectrum of customers across the globe. Strategic initiatives like automation and knowledge management as tools for productivity enhancers for the support/MS teams. These have yielded tangible benefits and have improved the responsiveness and TAT for technical issues.Defined and implemented SOPs and work flows for support and managed services teams. Driven employee engagement and development initiatives. Set measurable KPIs/KRAs for the teams and transparent implementation for the evaluation for the same.Regular business reviews with key customers from support services perspective. Show less

Bangalore

Head of L1 and L2 support teams for managing the end-to-end production environment impacting millions of users worldwide. Responsible for technology strategies, ensuring 24x7 operational up-time, zero break-downs, cost optimization through automation, service SLA/KPIs, vendor management, process improvements, stakeholder and team management.Ramped up and streamlined the production support to ensure 24x7 support, trained the staff on technical matters, scaled up the technology… Show more Head of L1 and L2 support teams for managing the end-to-end production environment impacting millions of users worldwide. Responsible for technology strategies, ensuring 24x7 operational up-time, zero break-downs, cost optimization through automation, service SLA/KPIs, vendor management, process improvements, stakeholder and team management.Ramped up and streamlined the production support to ensure 24x7 support, trained the staff on technical matters, scaled up the technology infrastructure accordingly, framed processes and SOPs and ensured seamless and smooth production/technical support as mandated.Some of the key technology initiatives driven were automation, development of BOT solutions, improved technical support effectiveness for Cloud based products, reduced TAT for resolution of technical issues, customization and implementation of ChatBot for customer facing issues, heading an asset management project, development of an unified dashboard and inculcation of a RCA culture. Other management competencies include vendor management, stakeholder management, cost optimization, and team management.-- Ideated and co-developed on-call calendar tool for managing production on-call calendar for development teams https://github.com/umeshrege/oncall-- Created java, hadoop and pig based email analysis tool. https://github.com/umeshrege/eph-- Designed large scale, complex and scalable database for Asset Management and Tracking Tool for tracking production data centres assets Show less

Bangalore

Provided L1/L2 support to the B2B customers through a cross-functional, multi-location team. Handled and resolved all types of customer complaints and issues, adhered to “follow the Sun” model to provide 24x7 technical support and enhanced the CSAT scores substantially.Engaged in design and development of internal tools, performed RCA for incidents, standardized and streamlined processes, defined and implemented knowledge base driven approach and created specific alerts for customer… Show more Provided L1/L2 support to the B2B customers through a cross-functional, multi-location team. Handled and resolved all types of customer complaints and issues, adhered to “follow the Sun” model to provide 24x7 technical support and enhanced the CSAT scores substantially.Engaged in design and development of internal tools, performed RCA for incidents, standardized and streamlined processes, defined and implemented knowledge base driven approach and created specific alerts for customer environment projects. Show less

Bangalore

Managed multiple roles such as project management, NOC management and technical support during tenure. Coordinated on a global level with internal/external stakeholders, revised internal SOPs to enable smooth transition, responded to RFP/RFIs and developed the team member competencies and skillsets.Managed the first end-to-end cloud based deployment for Roamware products, developed web based revenue reconciliation tool, prepared and monitored project plans and performances and worked… Show more Managed multiple roles such as project management, NOC management and technical support during tenure. Coordinated on a global level with internal/external stakeholders, revised internal SOPs to enable smooth transition, responded to RFP/RFIs and developed the team member competencies and skillsets.Managed the first end-to-end cloud based deployment for Roamware products, developed web based revenue reconciliation tool, prepared and monitored project plans and performances and worked closely with global customers such as China Telecom, AT&T, Zain KSA, and Vodafone EU. Show less

Bangalore

Responsible for Program managing the delivery of the Roamware products and services. Review the techno-commercial proposals to various customers. Prepare and track project plans for various projects. Prepare product/service launch plan for new offerings by working with various internal stakeholders. Managing the end to end deployment and services delivery for the programs.Program managed the roll out of cloud based services to telecom operators using Roamware products.--Designed and… Show more Responsible for Program managing the delivery of the Roamware products and services. Review the techno-commercial proposals to various customers. Prepare and track project plans for various projects. Prepare product/service launch plan for new offerings by working with various internal stakeholders. Managing the end to end deployment and services delivery for the programs.Program managed the roll out of cloud based services to telecom operators using Roamware products.--Designed and developed automatic revenue reconciliation tool for Roamware deployed products Show less

Bangalore

Project Manager for the key customer account of NSN (Nokia Siemens Network) with responsibility of initiating, managing and delivering technical support and analytics aspects of the project to various teams dispersed around the globe. Some of my key achievements were – setting up of the project lab worth €2M, providing tier 3 technical support, interfacing with global tier 1 customers such as AT&T, Verizon, China Telecom, BSNL etcThe role involved project and people management… Show more Project Manager for the key customer account of NSN (Nokia Siemens Network) with responsibility of initiating, managing and delivering technical support and analytics aspects of the project to various teams dispersed around the globe. Some of my key achievements were – setting up of the project lab worth €2M, providing tier 3 technical support, interfacing with global tier 1 customers such as AT&T, Verizon, China Telecom, BSNL etcThe role involved project and people management competencies as well as technical know-how and leadership to enhance the customer satisfaction levels and grow the account. Was also responsible for preparing project plans and project health reviews. Technically, I was responsible for guiding the team to provide resolution to customer issues. I was also involved in churning out various techno-commercial proposals for IBM and client teams. Show less

I was engaged in the pre-sales efforts which included estimation of efforts/resources and responding to the RFI/RFP proposals.

Bangalore

Joined the company as an Engineer/Technical Support Lead and was responsible for handling the European region for a given set of products. Provided pre and post sales technical support for VoIP and B/OSS products.As lead technical support, I was responsible for providing technical support to customers of Aricent for VoIP (SIP/H.323) and B/OSS product lines. SPOC for all deployments for H.323 gatekeeper and SIP Network Server products from post sales technical support… Show more Joined the company as an Engineer/Technical Support Lead and was responsible for handling the European region for a given set of products. Provided pre and post sales technical support for VoIP and B/OSS products.As lead technical support, I was responsible for providing technical support to customers of Aricent for VoIP (SIP/H.323) and B/OSS product lines. SPOC for all deployments for H.323 gatekeeper and SIP Network Server products from post sales technical support perspective. "Exemplary award for VoIP Deployment and Technical Support in Europe" award (2005-06). Designed a Stable Solution to enable High Availability of the Gatekeeper software (2004). Show less

Mumbai Area, India

This was primarily a reporting role and I was involved in day-to-day operations as a NOC Engineer.

Mumbai Area, India

This was the start of my career and I was working with Lucent Technologies account in terms of implementation and technical support for projects in India and overseas.

Bachelor Of Engineering (B.E.), Electronics Telecommunications

Education record

Education record