Gaurav Garg

Experience

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  Reliance Communications

  Mar 2006 - Nov 2008

  Customer Service Representative
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  Vayam Technologies Ltd.

  Jan 2008 - Jan 2009

  Engineer

  • Develop project plan and program manage the service fulfillment for Client Requirement as per the Supply Orders.• Organize resources or man power to install the hardware at client location and provide necessary support.• Making reports using SQL as per client requirements.• Managed Vendors teams for making the site ready for Service.• Interact with Customer, maintain good relationship and handle escalations on Service Assurance team or Software Development Team.• Installation of Various Software on the User System.• Review System usage/Performance and initiate testing, implementation, and installation of new/improved system, upgrades and network lines.• LAN & WAN configuration & Setup.• Provide Support to WAN Connectivity using fiber.• Connectivity with multiple bandwidth spectrums.• Set up all the mail Connectivity’s.• Coordination the installation and commissioning and post service operation of the services. Show less

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  Reliance Communication

  Nov 2009 - May 2011

  Service Delivery Manager

  • Responsible for entire process of customer order acceptance to Customer service delivery (L2C)• Responsible for on-time delivery of Customer Services as per defined SLA• Responsible for tracking of Service Orders and acceptance of Service by the customer through Clarity OSS• Responsible for the communication of system upgrades and planned events to customers using Clarity tool.• Ensure speedy resolution of quarries & grievances to maximize customer satisfaction level(T2R)• Responsible for expediting fault resolution within committed SLA for service affecting complaints and also responsible to minimize fault rate• Customer retention and delight• Responsible to raise MACD service orders through Clarify for VAS implementation and provisioned them through Clarity within committed SLA• Monitoring of Service Delivery delays and Gaps for Improvement for ISO 9000 compliance• Handling customer escalations beyond team lead’s effectively and ensure timely closure • Monitoring the First Time Bill Collection (FTB), 0 - 30 days Bucket Collection• Responsible to resolve billing issues of customers using billing modules (Clarify,eCMD)• Support customer program management in service delivery.• Nodal Officer for all NDNC related activity at RCOM, MAH & Goa circle.• Vendor Management for CAF & other related outsource activity. • Ensuring 100% compliance for the process defined for all type of services provided at RCOM, responsible for TRAI /External Audit compliance for Circle. Show less

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  British telecommunication

  May 2011 - Jul 2015

  Project Manager

  • Responsible for the kick off call with customer prior to start the project.• Ensuring clean orders are submitted to OE team.• Perform order validation ( A end + B end) and work with Sales/BSO TD to ensure clean orders submitted• Responsible for end to end delivery of projects.• Working with “cut the crap” mentality to deliver the project timely.• Coordination with Telco’s, partner’s and 3rd parties for end to end delivery.• Set customer’s expectations and share timely updates.• Escalate Jeopardy orders• Ensure orders are delivered by MDD(maximum delivery date)• Provide feedback to AM/PM/BSO for any process improvements wherever applicable.• Ensure smooth handover to service assurance team once the service is delivered.• Ensure timely billing to customers once services are delivered successfully. Show less

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  Bharti Airtel Services

  Jul 2015 - Sept 2019

  Technical Project Manager

  Job Profile (Project Management and Delivery Responsibilities include)• Responsible for end to end project delivery by managing project teams.• Serve as Single Point of Contact / interface for Customers for all their post sales transactions.• Ensuring compliance of timescales, customer needs, quality, financial targets and business benefits. • Ensure completion of deliverables and adherence to timelines; track milestones and timelines across projects and institute necessary work flow, personnel and financial resource allocations making alterations when necessary to meet expectations of clients.• Stakeholder management and keep them updated on project progress & status.• Managing Acceptance testing and closure of the Project/Program as per satisfaction of customer.• Risk/ issue analysis and preparing mitigation plans and apply them to project.• Charing the migration calls & responsible to make it successful.• End to end responsible for successful completion of project & handover to end customer and operations team for in-life support.• Acceptance test procedures, sign off from customer, get the billing triggered and handover to service assurance. • Updating project related documents & lesson learned on share point.Product Handled- MPLS, RF, Video Conference, 3G and4G servicesAchievements• Received ‘Silver Award’ for the successfully managing the AES COCO project for year 2015-16. Show less

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  BYJU'S

  Sept 2019 - now

  • Associate Director of Information Technology

    Feb 2022 - now

  • Senior Information Technology Manager

    Sept 2019 - Jan 2022