Avin Ramkilawan

Experience

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  Standard Bank South Africa

  May 1994 - Jan 1997

  • Investment Check Clerk

    Dec 1996 - Jan 1997

  • Investments Clerk

    Jun 1995 - Dec 1996

  • Savings Clerk

    May 1994 - May 1995
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  Siemens Technology and Services Private Limited

  Sept 1997 - Oct 2001

  Accountable for providing specialist Level 2 support for radio systems. Responsible for staging and configuring new radio sites in preparation for field deployment.

  • Support Technician

    Sept 2001 - Oct 2001

  • Commissioning Technician

    Aug 1999 - Aug 2001

  • Vocational Training

    May 1998 - Jul 1999

  • Apprentice

    Sept 1997 - Apr 1998
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  Cell C

  Nov 2001 - Sept 2007

  Leadership role for South Africa's third largest cellular operator, reporting to the COO. Established change management practices and systems to improve the stability and assurance of new products and services during transition to operation.Key responsibilities:• Major incident management• People Management & Leadership• Stakeholder Management• Change Management• Vendor Management• Financial Management• Field Service Delivery• Project ManagementAchievements:• United fragmented teams during the amalgamation of departments by defining processes, clarifying job descriptions, running workshops and facilitating conflict resolution with team members.• Brought the company's first radio base station on air. Show less

  • Service Change Manager

    Jul 2006 - Sept 2007

  • Operations Support and Readiness Manager

    Feb 2006 - Jun 2006

  • Operational Systems Support (OSS) Manager

    Dec 2004 - Jan 2006

  • Senior Systems Administrator

    Dec 2003 - Dec 2004

  • Senior Systems Specialist

    Nov 2001 - Nov 2003
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  Neotel

  Oct 2007 - Jan 2010

  Service Delivery ( Technical Support / Operations Manager )

  Led and develop a new team to deliver ITIL based service management functions for a new telecommunications operator, specifically leading the technical support functions.Key responsibilities:• Field Service Delivery• People and process development.• Vendor Management • Technical Strategy• Operations and Maintenance maturity.• Build Service Management capability from scratch.• Network performance & capacity Management Achievements:• Performed major incident management during a particularly aggressive and eventful roll-out period.• Saved AUD1.4m by developing a VBA tool to automate reporting of network health.• Implemented Neotel’s first ITIL operations model serving 130k+ customers. • Built a Radio Access Network assurance division, put processes and core teams in place, and then doubled the group’s size. Show less

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  Cambridge Broadband Networks

  Feb 2010 - May 2011

  Head of Services

  Grew the services offering portfolio for a Point-to-Multipoint microwave product used to interconnect telecommunication sites with high bandwidth requirements.Key responsibilities• Lead people to adopt new service.• Conduct revenue operations to onboard new services.• Build capability to deliver service assurance of new services.• Vendor Management to support new services.• Build capability and governance to deliver Service Delivery Management.• Business Development • Release managementAchievements• Built new relationships with third-party service providers and suppliers in different countries, directly increasing annual revenue by AUD1.5m+ p.a. and opened new market opportunity in Cameroon and Nigeria. • Developed a graduate intake program that enabled operations to dynamically and cost-effectively scale resources in accordance with sales growth. Show less

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  Regro Technology (Pty) Ltd

  Jun 2011 - Oct 2011

  Services Portfolio Lead

  Business development lead accountable for pursuing and acquiring new business opportunities by offering engineering services to the telecommunications sector.Key responsibilities:• Service Delivery Management • Service Management • Vendor Management • Customer Service Delivery Achievements:• Designed and implemented internal processes and managed associated business change that eventually won the business.• Successfully negotiated a services contract framework, collaborating with Huawei, to deliver managed services. Show less

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  Motorola Solutions

  Apr 2012 - Aug 2022

  Operations Manager, NOC (National Network Operations Centre) manager and field services technician over a 10-year period for the state of Victoria's mission critical emergency management voice and data network. Through robust SLA management, strategic partnerships, and leading-edge technology integrations, not only navigated high-pressure environments but also set new standards in operational excellence and resilience, providing L1 and L2 support.Key Responsibilities (Accountable):• SLA performance for 2 of the largest accounts: •• Critical Cloud (SaaS/PaaS) services •• Data, •• Voice, •• Application • Manage a 24/7/365 Network Operations Centre with 23 staff.• Escalation point for Tier 1 and Tier 2 support services.• ITIL aligned Service Management processes including: •• Incident, •• Change, •• Problem, •• Configuration, •• Release Management, •• Root cause analysis.• Safeguard production during new service implementation.• Manage vendor relationships, compliance, and performance.Achievements:• Respected in high-stakes executive meetings with government agencies, leading critical war room strategies, and facilitated in-depth root cause analysis workshops, showcasing a broad and profound level of expertise. • Recognised for leading major incident management during 2021 major storm event.• Drove digital transformation project for emergency services infrastructure, leading to a 25% enhancement in operational efficiency and a 10% reduction in response times to critical incidents.• Managed a mission-critical emergency management voice and data network, demonstrating technical expertise in infrastructure management and telecommunications. • Recognised for delivering uninterrupted 12 months of zero non-compliances to SLA. Show less Hands-on technical support for digital voice and data radio sites including microwave linking equipment, Triple-Zero operator dispatching sites, core sites and voice recording.Key responsibilities• Managed mission-critical communication services for customers including Victoria Police, Emergency Services Telecommunications Authority (ESTA), Ambulance Victoria, State Emergency Services (SES), and the Metropolitan Fire Brigade (MFESB). • Led incident and problem management across Motorola, Nokia and Siemens network infrastructure across three geographically distributed core sites and over 150 remote radio sites.• Led onsite engagement with customers to deliver services and perform maintenance.• Created new procedures, documenting common tasks across multiple complex technologies. • Trained and mentored technical staff and identified many opportunities for service improvement.Achievements:• Consistently achieved service availability and KPI targets.• Reduced new-employee readiness time by 60% through procedural documentation and training.• Reduced report compilation times by 95% by developing a VBA parsing tool.• Improved service levels with new procedures, guides and technical training. Show less

  • Service and Operations Manager

    Apr 2018 - Aug 2022

  • Technical Field Services

    Apr 2012 - Mar 2018
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  Civica Asia Pacific

  Aug 2022 - Jun 2024

  Head of Service

  Senior Leader, delivering all ITIL service management functions for the software product used by State of Victoria to manage the lifecycle of all Infringements issued to the public. Key responsibilities (Accountable):• SLA compliance and P&L.• Service availability, business continuity and disaster recovery• Strategic leadership including Incentive Setting and Goal Planning.• Customer, Vendor and 3rd party relationship management.• All ITSM functions including Incident, Service Request, Problem and Change management.• Operational Coordination and Point of escalation for critical decisions and Major Incidents.• Risk and Issue management.Achievements:• Transformed service delivery model, resulting in a 40% increase in service delivery efficiency after strategically offshoring support teams - lead a global team of 6 managers and 65 staff.• Spearheaded the implementation of Power BI dashboards, leading to a 30% improvement in service performance measurement and decision-making accuracy.• Enhanced client satisfaction by 25% through effective communication and strategic problem-solving, acting as the primary point of contact during critical incidents.• Implemented IT governance frameworks improving process efficiency by 35%, aligning service delivery with organisational goals and contributing to a continuous improvement culture.• Improved the balanced scorecard from red to green with 2 months of hire by reengineering the Incident and problem management process, additionally providing technical leadership by fulfilling the technical escalation manager role.• Technical Expertise & Infrastructure Management: Demonstrated technical expertise by consultatively and collaboratively engaging with technical architects to solution a SIEM. Show less

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  South East Water

  Jul 2024 - now

  IT Services Manager

  Plans, Coordinates and Supervisors IT Operations activities.