Suhas Gaikwad

Experience

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  Arya Omnitalk Wireless Solutions Private Limited

  Dec 2001 - Nov 2004

  Ast. Manager Customer support

  Company deals in RF trunk radios of Motorola, Kenwood, and EF Johnson used for wireless communication. Company provides data solutions like GPS, auto router too. Broad Job Description:• Programming instruments as per need of customer.• Installations of trunking instruments, Demonstrations, Drive tests.• Support GSM/Trunking based GPS, auto router.• Repair of RF radios and accessories.• Planning and attending customer’s complaints provide Training to end-users. • Looking after AMC (Annual Maintenance Contract) and accessory sale.• Keeping record of customer.• Participate in Site maintenance. Show less

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  Reliance Communications

  Aug 2004 - Aug 2008

  Wimax Lead, Fixed access

  In tenure of 3+ years worked on different technologies and profiles like LMDS planning, Enterprise customer delivery on LMDS and UBR LM, Lastly for more than a year worked as WiMAX lead for Mumbai handling customer end service delivery and Assurance.• Service assurance , Vendor management, MIS management and Performance management of Wimax SS and BS stations through decentralized Circle NOC (CNOC)Job Profile in previous Role of Subject Matter Expert of Wireless planning and Deployment• Project planning, Site Deployment (RFI), Line of Site Surveys (RF Planning), BOQ Preparation. Show less

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  Tech Mahindra

  Aug 2008 - May 2009

  Associate Process Consulatant

  • Worked on Automation project of processes for British Telecom. BT has global foot prints and need process unification for rest of world business. • Role defines As-Is process study for customer and define best suitable process considering ITIL V3 and eTom compliance.• Coordinate with system team and provide inputs about user stories and customer experience to achieve RFT (Right First Time) target defined in contract.

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  Tikona Digital Networks Pvt. Ltd.

  May 2009 - Dec 2015

  Network Planning, Deployment and Operations, Service Delivery of retail and Enterprise clients, Service Assurance, Facility access Management, Material Management, Augmentation and Robustization of Network. • Governance of Wifi Network : Governing operations of 40 K Wi-Fi access points in Mumbai and customer connected to those for uninterrupted services.• Network Planning: To Identify black spots to cover with potential to improve coverage for wireless broadband (WiBro) solution. Plan according to business potential.• Deployment: Deployment of New Access points in city for outdoor WiFi access. Building backhaul network on UBR and OFC network.• Facility access Management to sign new buildings and handle issues related to existing buildings with MOU to share space for Network.• Vendor Management: Handling different vendors for services management. Show less • Network Operation and Maintenance • Spares/Material RMA Management Managing inventory of spares with help of SCM team and storage locations.• Service Assurance Customer Trouble tickets handling and taking care of service assurance of retail and SME customers. Achieved 99% of SLA for Mumbai circle to receive appreciationAchievement:1. Achieved 99.5% of availability first time for Mumbai circle addressing multiple challenges related to power and access to LM devices.2. Cost saving of 12 Lacs per anum in operations with insource of circle NOC and field team. Proven good move improving SLA. Show less

  • DGM Mumbai Network Head

    Jan 2014 - Dec 2015

  • Operations Head Mumbai

    May 2009 - Dec 2013
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  Idea Cellular Ltd

  Dec 2015 - Sept 2018

  Assistant General Manager

  Handling Pan India Operations for Enterprise customers.• On Boarding of Operation Support Partner: Implementation of contract for Operation Support Partner (Ericsson) which on boarded from Sept 16. • Automation of Internal processes: Contribution in building Work Flow Management System (WFM) for order delivery and trouble ticket management for Enterprise customers. Tool involves work flow from opportunity management to ticket management (CLCM). • Service Assurance: Governing GNOC operations of OS partner through weekly reviews and analyzing repeat faults and SLA degraded cases. Monitoring Helpdesk (CC) functions to bring synergy between Customer care and GNOC front office.• Process Improvement: Introduced many processes and guidelines to circle teams to brining uniformity in the FLD operations with less human dependency. • Governance of FLD business: Carrying weekly governance calls and VCs with circle teams to review Enterprise business. Escalation management of ongoing issues. Analyzing reports from performance management tools for service Improvement plan.• Vendor Management: Coordination with OEMs and Vendors for New deliveries and RMA support. Introduced vendors for Mast deployment, repair of faulty equipment’s, Network performance management etc. • Regulatory compliance: Getting compliance for regulatory requirement from circles. Site Inspection and reports for term cells audits on need basis.• Escalation Management: Handling customer escalations as 4th level of Escalation matrix.Achievement:1. Service Improvement Plan with Operations Partner to reduce Link Vs ticket ratio from 70% to 36% in a year by continual improvement program and focusing on mostly affected circuits.2. Significant improvement in repeat failures resulting in churn percentage below 2% for 2 years.3. Cost saving of 10 lacs per anum by introduction of third party repair vendor (iQOR) for out of warranty electronics. Unified process set resulting in faster RMA. Show less

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  Vodafone Idea Limited

  Sept 2018 - Mar 2022

  Global Program Manager Enterprise

  Working as Global program manager for Strategic Accounts in Enterprise. Handling End to End delivery of High Value customers Single Point of Contact for customers.Handling program management of High Value customers.• Project Management: Delivery of milestone based project to high value customers. Creating Project charter, project management plan, executing, monitoring and controlling and finally closing the project in customer expectations. Regular tracking of deliveries through order management tool.• Delivery of FLD products: MPLS, NPLC, Internet Lease Line, SIP trunk and PRI circuits using available last mile media of Wire line, Wireless including UBR, 2g/3g and IPSEC media.• Customer Relationship Management: Single point of contact for customer from PO receipt till acceptance of deliverables. Keeping customer informed of Milestone status and helping them meet business expectations Show less

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  Reliance Jio

  Mar 2022 - now

  Deputy General Manager