Ankur Gaur

Experience

• 

  CJ Online Private Limited

  Jul 2003 - Aug 2004

  Network Engineer

  Responsibilities:# Understands the issues involved with administering and maintaining client infrastructure, including network connectivity, Internet access, email, etc. # Responsible for incident response, both proactively and reactively, as a result of network, system, or service anomalies. Supports and, at times, independently manages the fault isolation and resolution process# Maintains trouble tickets according to established guidelines, standards, and procedures. Ensures all content accurately reflects all incident response efforts. Show less

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  Bharti Airtel Limited

  Sept 2004 - Oct 2006

  Senior Officer-Fault Repair

  # Responsible for ensuring team focuses on exceeding targets whilst adhering to strict quality/compliance guidelines. # To provide 2nd level support for the team offering advice and guidance, escalating issues to the management team as appropriate.# Leading a team of engineers and technicians in a target driven/customer focused environment.# To manage, motivate and develop the team members to ensure that their performance meets current and future business needs.# To work with the team to ensure customer opportunities are maximized and ensuring customer service standards and fault rate are maintained. Show less

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  Orange Business Services

  Oct 2006 - Apr 2008

  Technical Specialist L-2

  - Ensure all faults/inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner.- Identifying the problem and coordinating with different entities to resolve the problem within the strict SLA for the link being the part of Escalations as per SLA commitments.- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.- Proactively identify issues that affect the team performance/operation and raise with appropriate entities and line manager for solution.- Represent the GCSC at required customer meetings and service reviews.- To proactively / reactively monitor the links of customers and get the issues resolved for data circuits Like ATM/ FR and IPVPN Links of Asia Pacific & Western Europe Region. Show less

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  British American Tobacco

  Apr 2008 - Mar 2010

  Assistant Manager - Telecomms

  - Supervision of GSD Global Service Desk and ensuring that established Service Levels are maintained against pre-determined KPI’s- Solution Provider to the BAT End markets for WAN, proposing optimization solutions for business critical infrastructure.- Point of Escalation for WAN (IP VPN/IP Sec) Incidents.- Business Continuity , Incidents and problem management - Use to manage IPVPN /IPSec Networks along with service management involving extensive vendor and third parties interactions- Coordination with different entities/Vendors to resolve the problem within the strict SLA .- Perform Root Cause Analysis for Service Interruption, creating preventative measures to deploy in the enterprise.- IPVPN/ IPSec Network Management “Managed” Services Management. Show less

• 

  AT&T

  Jan 2010 - Jul 2017

  *Project Management - Accountable for project planning to closure in relation to Service Improvement related projects for the leading Energy Supplier. Create Infrastructure project plans with the help of both co-located and remote stakeholders. Advises, intervenes and brings an organizational approach to the application of knowledge, skills, tools, techniques and technical expertise to project activities to meet or exceed stakeholders needs and expectations from a project. Proactively manage changes in project scope, identify potential crises, and devise contingency plans.Develop best practices and tools for project execution and management for our PMO*Client Management - Communicates formally and informally to organization leadership, project teams and client/customer groups.Build client relationship and establish thorough understanding of clients Infrastructure and business environment.Establishes and manages critical contractual relationships with customers and/or external vendors.* People Management - Securing Resources for Project and managing those resources to produce viable output and ensuring successful delivery of Project.Clearly communicates technical goals, responsibilities, risks and status to team members and stakeholders. Show less RESPONSIBILITIES:* Client Management - Manage the delivery of services to meet the clients contracted services requirements. Responsible for the overall customer satisfaction for the services provided by the Network Operations Center. Build client relationship and establish thorough understanding of clients network and business environment. Be the escalation point for client and the Network Operations Center for network management related matters and issues.* Technical Support - Provide technical support in the resolution of network faults. Performed analysis and proposed technical solutions to overcome chronic faults and to meet customer requirements.* Service Level and Reporting - Responsible for achieving the service level targets for the clients for services provided by Global Customer Service Center teams. Be the lead person in developing and providing reports.* Process Development and Improvement - Identify and act upon improvement areas for network management processes. Gather and provide accurate customer information to the network operations team. Responsible for the development and implementation of processes interfacing with clients and other units.* People Management - Close interaction with Global Customer Service Center teams to improve the services. Conduct training sessions for the GCSC teams to improve overall process efficiency and to improve individual performances. Show less

  • Project Manager

    Jun 2013 - Jul 2017

  • Global Service Assurance Manager

    Jan 2010 - May 2013
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  IBM

  Jun 2018 - Sept 2019

  Project Manager
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  Irving Oil

  Sept 2019 - Mar 2021

  IT Project Manager
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  Government of New Brunswick / Gouvernement du Nouveau-Brunswick

  Mar 2021 - Dec 2024

  Project Manager
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  Service New Brunswick / Service Nouveau-Brunswick

  Dec 2024 - now

  Senior Project Manager