Prateek Pandey

Experience

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  Wipro

  Mar 2010 - Nov 2011

  Network Engineer

  Provided L1 WAN support for British Telecom customers. Performed remote WAN diagnostics on ADSL and PSTN circuits, including Data network monitoring (circuits and devices), and locating fault using in-house diagnostic tools. Monitored and reported bandwidth utilization of different sites and engaged respective teams as per fault isolated. Gained initial experience on ITIL framework.

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  Atos

  Nov 2011 - Jul 2017

  Team Lead

  I joined Atos as Information Management specialist, consistently growing through the hierarchy as Senior Information Management Specialist, Technical Lead and further to Team Lead. As team lead, I specialized in operations management, adhering to the ITIL framework, spanning Incident, Problem, Change and Availability Management, along with Vendor & telecom management. Handling both functional and hierarchical escalations, I ensure compliance with SLAs and OLAs while maintaining operational efficiency.On the people's front, I oversaw a diverse team of 20 engineers, spread globally across India, USA and Mexico. I catered to recruitment, training, scheduling and performance appraisals. As the primary customer contact, I addressed grievances, conducted sentiment checks and provided comprehensive business health reports and Root Cause Analysis reports to leadership. I also fulfilled reporting responsibilities, including CSATs, performance metrics, and Network Availability reports.I executed ITIL framework delivery, managing proactive and reactive Incident & Problem Management (L1 & L2) using tools like Remedy, Service Center, and Service Now. Additionally, I ensured compliance with change management processes, including creation, approval, implementation, and post-implementation reviews, as well as RFC closures and CCB approvals. I also oversee the transition of new clients, ensuring smooth cutover, SOP formulation, and knowledge transfers.Under telecom and vendor management, I oversaw hardware vendors/providers such as Cisco and Juniper, and telecom providers such as Verizon, Colt, AT&T, Orange Business Services, liaising with client and telco engineers and vendor L3 technicians. I stayed accountable for escalating issues through telco and vendor hierarchies to ensure timely resolutions, while also technically steering the team through complex issues. Show less

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  CSS Corp ICT Services

  Jul 2017 - Oct 2019

  Operations Manager I

  As Operations Manager 1 for Juniper Networks - Routing - L1 & L2 TAC, I managed technical support delivery for M, T, MX & E Series Routing products, as per SOW, while maintaining team and business health. My role included comprehensive project management, including client, customer, escalation and team management. Managing client relations, I collaborated with stakeholders and client leadership to formulate SOW and delivery model, and ensured delivery as per client's dynamic needs. Operationally, extended quality support to Juniper customers, overachieving key operational metrics like CSAT/NPS, RD1, Productivity, Escalations, Elevations (quality & age), Backlog (health & age), and Abandon/Flow Outs etc. Also steered technical escalations to resolution, ensuring customers satisfaction. To earn client trust and surpass quality, implemented robust governance systems and adopted a proactive quality assurance strategy. Maintained optimal staffing based on meticulous statistical volume trends, attrition rates and shrinkage patterns. By strategizing hiring, onboarding, and training initiatives in alignment with projections, I ensured operational continuity and coverage, even during unforeseen outages.Focused on innovative solutions to complex problems. Helped increase efficiency and productivity, thereby reducing delivery cost and bettering customer experience. Implemented CIPs based on intuitive situational awareness, identified trends and business requirements. Attained employee enablement, engagement, progression, and retention for a team of 40 engineers. Built technical posture by identifying TNIs, managing positive and negative performance and rewarding desired behaviors. Ensured I collaborated with client engineering team on training needs to ensure L1 & L2 maintains the required skill base. Show less

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  Amazon Web Services (AWS)

  Oct 2019 - now

  Operations Manager III

  During my tenure as Operations Manager III at Amazon Web Services, I spearheaded Technical Support Delivery for Premium Cloud Customers across 50+ service in IaaS (Networking) and Cloud Security domains. While leading a large team of highly skilled networking and security cloud engineers, focus was on operational excellence, continuous improvement and process re-engineering. Envisioned and executed key initiatives and optimizations to deliver sustainable outcomes, aligned with long-term business priorities, while navigating through ambiguity and complex problems.I globally owned 5 AWS Services (TGW, CWAN, NM, ACM & PCA), fulfilling Business Relations & Continuous Improvement and Launch responsibilities. As service owner, I influenced product and feature developments, driving innovation and automation in collaboration with product engineering teams. Understood customer needs, drove service health, cross-functionally collaborated with other teams, while maintaining support readiness and skills. Fostered a grwoth mindset, developing service owners, SMEs, Support Ops Engineers and curriculum, while establishing a technical hub in India.Consistently ranked among top 20% managers at amazon across parameters such as manager & job satisfaction, skills and inclusivity. Led a direct teams of 50 engineers, and indirectly supervised 150 engineers, I established a culture of high performance, ownership and accountability, and focused on empowering my team. Steered unique programs to highlight engineer sentiments, transparency and effective distribution of opportunities. Made substantial contributions to IND site growth conceptualizing various unique programs, attracting internal and external talent.Drove customer-centricity, partnering regularly to plan and execute customer's large-scale, business-critical events. Devised single-channel escalation mechanisms, Collected and solved customer pain-points, enhanced quality, and drove customer education. Show less