Gurushave P

Experience

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  Bay Talkitec

  Oct 2000 - Jun 2005

  Customer Support Engineer

  Involved in understanding the requirements. Integrate/Implement the Solution at onsite Participated in different reviews. Prepared test cases based on test plan. Executed test cases manually Involved in functional, regression and User acceptance testing

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  Cube Software Private Limited (CSPL)

  Jul 2005 - Nov 2007

  Sr.Tech Support

  Requirement analysis and preparation of user requirements specification document. Played a pivotal role in design and development phases of the project. Design, Development and implementation of IVR and ACD module with Dialogic APIs. Preparation of Test cases, task allocation, scheduling and monitoring the work. Executed test cases manually Design, Development and implementation Call Center/CTI Server. Functionality and manual checking, data testing, preparation of defect reports Training for the fresher and domain knowledge transfer. Show less

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  Servion Global Solutions

  Nov 2007 - Jul 2016

  AMC proposal preparation, submission to customer and closure for the “Services Sales” activity. Requirement analysis and preparation of user requirements specification document in terms of service sales. Handling All the AMC/MS customer across to India and oversees customer.(Customers Handled – HDFC Bank (5 projects), Genpact, Canara Bank, City Union Bank, Sun Direct, ICICI Bank, DCBL Bank, Indusind Bank, IDBI Bank, Bank of India, Bank of Baroda, Deutsche Bank, Wipro BPO, NSE, Tata Communication Ltd & Idea Cellular, Kotak Bank, Serco, Iyogi, Sutherlan & etc… Participated in different reviews Involved in understanding the requirements and preparation of Change request proposal and execution. Weekly, Bi-Weekly & Monthly Call/ meeting with the customers and Minutes of Meeting to be sent for each call / Meeting. Project Coordinating for internal and external Support Satisfaction Survey with customer on twice in year. Coordinating with GSO team for resolving the customer issues. Handling the customer escalation in front of BU side. Show less Team monitors Customer’s network as per the Schedule. Team refers, reviews and created the KEDB wherever it’s required. Coordinate with IT / HR for any Team / Network Concerns Conduct the Team meeting every week and send the Minutes to the team Discuss the Team mistakes and the corrective actions then and there on a Daily Basis. All the tickets need to be followed-up, updated correctly with Internal-external Updates, Transferred at the right time to the right person and Closed correctly with the relevant link to KEDB Article for a Sev3 ticket or RCA for Sev1-2 tickets. Follow-up Mails / Calls are attempted to customers for the Customer Pending tickets. Follow-up Mails / Calls are attempted to Vendors for the Customer Pending tickets. Monitor, Correct Guide the team members when they commit a mistake. Review the Performance of every engineer in terms of tickets, Response, inter/Intra team coordination, escalation. Identify / fix the gaps in terms of training, discussion and create consistent team. Show less Team monitors Customer’s network as per the Schedule. Team refers, reviews and created the KEDB wherever it’s required. Coordinate with IT / HR for any Team / Network Concerns Conduct the Team meeting every week and send the Minutes to the team Discuss the Team mistakes and the corrective actions then and there on a Daily Basis. All the tickets need to be followed-up, updated correctly with Internal-external Updates, Transferred at the right time to the right person and Closed correctly with the relevant link to KEDB Article for a Sev3 ticket or RCA for Sev1-2 tickets. Follow-up Mails / Calls are attempted to customers for the Customer Pending tickets. Follow-up Mails / Calls are attempted to Vendors for the Customer Pending tickets. Monitor, Correct Guide the team members when they commit a mistake. Review the Performance of every engineer in terms of tickets, Response, inter/Intra team coordination, escalation. Identify / fix the gaps in terms of training, discussion and create consistent team. Show less

  • Deputy Manager - Services

    Jul 2015 - Jul 2016

  • Assistant Manager - GSO

    Jul 2011 - Jun 2015

  • Team Lead - GSO

    Nov 2007 - Jun 2011
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  AGC Networks Ltd.

  Aug 2016 - Dec 2018

  Project Manager / Account Manager

  Responsibility:Review Business Requirement Document and Solution Design with SME and ensuring with Business to understand the project requirement.Conducting Project kick off meeting with stakeholders to understand the scope and propose timelines for project delivery.Prepare Project plan and publish initial baseline. Responsible for preparing stakeholder register, RACI Matrix & Risk register and ensuring it is updated at various stages of project lifecycle.Responsible for Project planning, Resource engagement Coordinating with Change Board to seek approvals for Change of Time, Scope and Cost.Responsible for providing project status report to Business & Senior management and deciding the project trend based on the progress of project.Preparing supporting documents like Expenditure document, Project plan document, Project Execution Phase document, Project Result acceptance document & Closure document and seeking approvals from Business and Senior management.Responsible for maintaining the projects documents are of 100% with quality. Show less

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  VIS Networks

  Apr 2021 - now

  Program Manager