Prakash Bhatia

Experience

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  Punwire

  Jan 1988 - Jan 2000

  Senior Engineer

  Responsible for the following activities with regard to these products:o For getting type approval from TEC. o System level testing before and after subjecting them to 168 Hrs burn-in and other environmental conditions as prescribed in the DoT quality manuals.o Offering systems to DoT (QA) for acceptance testing along with final test results after the burn-in test.o Interaction with DoT officials for final inspection and clearance.o Installation, commissioning and after sales support of 2/15 MARR systems. Show less

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  HFCL

  Jan 2000 - Jan 2002

  Regional Head-Operations

   Looking into the operation & maintenance of VSAT networks in the region, site survey, planning and timely execution of turnkey telecom projects to the utmost satisfaction of customer in the region. Responsible for setting up international gateway for an ISP.  Conducting NOCC testing of Satellite Earth Station. Handling network planning & link budget engineering. Accountable for installation, commissioning and after sales support of VSAT networks in the region. Demonstrating abilities in the integration and testing of DSNG Vans used by our customers like TV-Today and Enadu TV for TV channels up-linking. Show less

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  Bharti Airtel Limited

  Aug 2002 - Jan 2011

   Responsible for Revenue management by projects delivery; service delivery & service assurance , customer relationship Management billing & collection enablement for top notch enterprise customers for their Mobility B2C, fixed line & enterprise data requirement ( B2B & B2C) Looking into various roles in customer service delivery function. Spearheading a team of around 100 people and accountable for customer relationship management, service delivery & service assurance to enterprise customers. Striving for a high customer satisfaction – CSMM score. Accountable for generating additional revenue by faster delivery of orders. Meeting organizational goals & driving business KPI. Demonstrating abilities in driving the backend system & improvising business process to ensure operational efficiency & enhanced customer experience.  Ensuring adherence to customer SLAs by monitoring partners performance & driving backend  Churn Management & ARPU enhancement by upselling Show less

  • Chief Services Ofiicer -North & East

    Jul 2009 - Jan 2011

  • National Head - Service Assurance

    Feb 2007 - Jul 2009

  • Regional Head - Customer Service Delivery

    Aug 2002 - Feb 2007
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  Tulip Telecom

  Jul 2011 - Jan 2014

  Head-Service Assurance

  Tulip Telecom Ltd India’s leading Enterprise Communications Service provider. The Company’s data network has the largest reach of over 2,000 locations globally. The Company has a global presence with over 3,250 employees and more than 1,800 customers. Tulip designs, implements and manages communication networks of large enterprises on long term contracts to include enterprise communications connectivity, network integration, managed and value added services.. Key Responsibilities are: Service Management as per ITIL Framework• Network uptime & SLA Management• Customer Relationship Management• Churn Management• Customer SLA & Life cycle management• Partner Performance Management• Process & System Engineering & management• Service Improvement Plan Roll out • Customer Experience Management• Carrier Relationship Management Show less

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  Ericsson

  Feb 2014 - Aug 2020

  Circle Head

  Ericsson India Limited- Since Feb 2014 till date as MS Circle Head- Delhi & UPWAirtel Account ( Nov 17 till date) :o Responsible for end to end Managed Service Delivery & Network operations of Airtel UPW Network with network size of more than 9000 siteso Responsible for Managed Service KPIs & SLA as per MS contracto Responsible for Customer satisfaction scoreso Responsible for team management ; people management & competency developmento Managing & driving cost efficiency programo Driving add on salesRCOM Account ( Feb 14 to Nov 17) :Key Roles & Responsibilities:o Managing End to End Network operations & maintenance of around 2500 BTS (2G/3G)o Operations & maintenance of approx. 8000 Km of Fibero End to End Utility Infra Operations of around 1500 RCOM owned siteso Managing service delivery & Service assurance for Enterprise customerso Driving operational efficiency & Circle P&L (Cost management)o Managing & motivating team of around 400 people across circleo Ensuring compliance to contractual KPIso ASP management & drive vendor performance to deliver SLAso Ensuring high customer satisfaction scores Show less

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  Tech Mahindra

  Oct 2022 - Mar 2023

  Technical Consultant

  Tech Mahindra – Consultant Since 1st oct 22 to 15th March 2023I was associated with Tech Mahindra as Consultant on third party and driving Airtel Enterprise NoC transition from Accenture to Tech MahindraAirtel has centralized NOC for its enterprise customers in Manesar Haryana. This NOC known as CFM is 24X7X365 operational & managing around 4-5 Lacs Customer Links & approximately 2500 SRs per day. CFM is responsible for end-to-end resolution of Enterprise customers network issues This was previously being managed by Accenture until Nov 22. Now Tech Mahindra has taken over from Accenture & I am supporting Tech Mahindra in smooth transition of Entire Process.Till now we have successfully transitioned all the processes & we are now running into stabilization phase & currently focused on KPI improvement & improving customer experience Show less

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  Tata Communication Transformation Services

  Mar 2023 - now

  Circle Head

  Key Responsibilities : • Managed Service operations for Mobility Fiber & Enterprise Domain for Voda Idea UPW Circle in the capacity of Circle Head. • People Management : Managing a team size of 300 Plus On Roll & off Roll• Service Delivery Management : Improve Network KPIs & drive improvement program across all KPIs & domains ( Approx 11000 BTS & 10800 Km Fiber )• Vendor Management : Responsible for Vendor Management & ensuring end to end delivery as per managed services SLA• Customer Relationship Management & ensuring timely monthly signoffs of TCTS delivery towards customer.• Team Management & Ensuring field team is fully motivated & aligned for service delivery.• Spares management – Ensure timely pick up from field & rectification by OEM• Driving automation & tools adaption • Timely submission of Vendor Invoices & payment Show less