Samar Kant

Experience

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  Ericsson India

  Jun 2008 - Dec 2009

  Customer Service Engineer

   Responsible to initiate/Ideate new VAS product on conformance with telecom domain Experience in enhancing revenues from VAS services. Identify market requirements, Define product vision, Co-ordinate product launches -Work closely with the Engineering team, User design, operations and other functional domains. Work on Mobile VAS platforms using SMS, WAP, USSD, IVR and take care of complete VAS product life cycle like co-ordinate with implementation, deployment and delivery, perform the UAT,RA testing for new VAS services  Responsible for Budget/costing with regard to Products Responsible for Report Generation & Management & Performance analysis of Switches. Based on Reports analysis, planning for Hardware/Software upgradation & Media augmentation. Show less

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  Aricent Technologies Holdings Limited.(Flextronics Software)

  Dec 2009 - Jul 2010

  Customer Service Engineer

   Responsible to initiate/Ideate new VAS product on conformance with telecom domain Experience in enhancing revenues from VAS services. Identify market requirements, Define product vision, Co-ordinate product launches -Work closely with the Engineering team, User design, operations and other functional domains. Work on Mobile VAS platforms using SMS, WAP, USSD, IVR and take care of complete VAS product life cycle like co-ordinate with implementation, deployment and delivery, perform the UAT,RA testing for new VAS services  Responsible for Budget/costing with regard to Products Responsible for Report Generation & Management & Performance analysis of Switches. Based on Reports analysis, planning for Hardware/Software upgradation & Media augmentation. Show less

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  Vodafone Mobile Services Limited

  Jul 2010 - Mar 2013

  Network Operations Manager

   End to end responsibility for Fiber and Mux delivery management for Vodafone enterprise customers for services like ILL, NPLC, PRI, and MPLS. Liaised with Customer regarding network elements installation at their end. Ensured planned outages are carried out/rolled back in maintenance window given by customers. Ensured all problem tickets are being managed within KPI. Ensured that the team follows the standard operation procedure during the work process. Optical fiber network O&M Monitoring, Maintenance, Configuration and Troubleshooting for OSN500 and OSN2500 and worked on Huawei NMS. Handled the all NMS activities. Handled the STM related activities and Tejas Mux activities. Rectified the Transmission related issue. Monitored of peak utilization of all active WAN links. Fiber and MUX spares management. Provided monthly Transmission training to team members & Field Operations team. Provided On call 24 hour emergency restoration and maintenance Show less

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  Vodafone Idea Limited

  Apr 2013 - Aug 2022

  Customer Success Manager for Enterprise Customers

   Working as Customer Success Manager and managing Vodafone Idea Enterprise Data and Voice customers. Responsible for Customer Onboarding, single Point of Contact for Customer Service Life Cycle Management (products supported – Internet leased lines, MPLS, NPLC, IPLC, PRI, SIP, Cloud, WIFI,SDWAN, Google Suite and Managed Security services, SaaS products). Ensuring service quality through service assurance team as per signed Service Level Agreement (SLA) and getting credits processed in case of claims for services breach. Manage the onboarding of new customers and act as the customer's advocate for Developing and managing client portfolios.  Assist the sales organization and channel to ensure customers understand our post sales value proposition. Guiding customer on the utilization reports, traffic analysis and improve customer experience. Escalation management, complaint Resolution as per defined SLA Responsible for fault and escalation management: Speedy resolutions of the customer/network requests and dockets as per criticality. Enforcing processes and systems to impart correct and timely reason for outages (RFO) and Root Cause Analysis (RCA)  Proactively retaining the circuit revenue identifying the area on concern and taking relevant measures, if actionable to minimize customer churns.  Taking care of Change Management and Incident Management for all the services related faults. Sustain Business growth and profitability by maximizing revenue through cross selling / Upselling. Organizing JAR every month (Joint account review with customer, sales, solution and collection team) and QBR (Quarterly business review). Ensure CSATs and NPS score are maintained. Leveraging customer relationship to support Billing & Collection for outstanding clearance at the earliest. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base Show less

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  Airtel Business

  Feb 2022 - Apr 2023

  Project Delivery Manager

  1. Project Planning and tracking all activities against the assigned customers. 2. Project meetings with all the stakeholders for smooth execution of each deliverables.3. Responsible for end to end Project lifecycle Management as per agreed Scope of Work.

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  Jio

  Apr 2023 - now

  Senior Project Manager

  1. Responsible for end to end Technical Solutions Delivery & ProjectManagement• Manage the delivery of complete project scope and committeddeliverables as per the contract• Technical solution and services Implementation as per customerrequirements (DLD / LLD)• Manage project activities, risks and resource requirements during theproject lifecycle• Regular monitoring and reporting of the progress of projects to all thestakeholders- internal and external.• Review & monitor project KPIs/SLAs as per the contract. Ensure SLAcompliance in coordination with internal teams at Circles, NHQ, NOCand relevant external stake holders.2. Advise project changes and interventions to achieve project output inconsultation with customer/sales/business/cross functional teams.3. Manage vendor relationships to ensure efficient service deliverablesand RMA processing.4. Maintain close interface with customer and project stakeholders forsmooth and timely execution of projects Show less