Ritesh Sharma

Experience

• 

  Digital Hub India Pvt Ltd

  Aug 2006 - Jul 2007

  NOC engineer
• 

  Tata Communication Internet Services Ltd

  Aug 2007 - Mar 2008

  Network Engineer, VoIP NOC
• 

  Primus Professional Services

  Mar 2008 - Mar 2010

  Sr Engineer, VoIP
• 

  GlobalLogic

  Mar 2010 - Apr 2018

  -Handling Level 3 product support operations for Global Customers for Client Products - SBCs and Element Management Systems.-Technical troubleshooting and product defect resolution for complex customer technical issues. Using Salesforce Ticketing System and Jira to interact with customers and internal stakeholders.-Functioned as a key point for escalations for APAC region end customers and dissolved escalations through problem resolution and effective communication. Led the account management for Japanese client and other client partners-Contributed an integral role as CMMI Process Manager and Configuration Manager for handling the SQMS process for the project and ensuring maintenance of CMMI Compliance and successful CMMI Audits-Managed technical service bulletins for notifying worldwide client partners about technical updates and notifications-Supervised internal processes and functions related to team administration and people management including on-call schedule management, Oncall expense reports, goal setting, and performance trackingthrough various internal reports Show less

  • Consultant

    Jul 2017 - Apr 2018

  • Associate Consultant- Engineering

    Mar 2010 - Jun 2017
• 

  Ribbon Communications

  Apr 2018 - now

  Product Support Management/ Technical Account Manager/Escalation Manager

  - Performing Product Support Management for Global Product support, handling escalations from Global Tier1/Tier2 Customers. Driving process management and operations administration within the team. - Escalation management for Global Client hot issues. Technical Account Management for APAC clients and Client partners. - Driving weekly client calls and internal calls to ensure client issues get the required attention and progress by relevant internal teams. Also presenting QBRs and Ops review to the leadership. - People Management and Product SME as well.- Preparing internal reports and Dashboards using internal Analytics/BI tools about various Key Metrics categorized using different performance attributes (like Case arrivals, case closures, backlogs, turnaround times, SLA's, responsiveness, outages, field trends, etc) to evaluate Product performance/ KPIs, Team and individual Performances and Client specific data insights. - Deliver, Motivate, and Inspire Awards at various times for client and internal appreciations.- Distinguished as a visible contributor by leadership for my astute observations, insightful inquiries, and valuable contributions to discussions on organizational business growth during global town halls and leadership meetings Show less