Experience

• 

  Pcs technology ltd.

  Sept 2002 - Feb 2004

  Trainee system engineer

  -- Server AMC-- Server Hardning --Server Administration--System Administration--Network Administration--Desktop Support

• 

  Tata consultancy services

  Mar 2004 - Mar 2006

  System administrator

  --Server Administration--System Administration--Network Administration--Security Analyst--Vendor Management--Desktop Support--Exchange Servers--WINDOWS Administration

• 

  Hcl technologies

  Mar 2006 - Oct 2010

  Track lead operations

  Deliverables:- Maintained and followed the proper escalation matrix for resolution.- Made continuous up-gradation in the Process implementation for better output and performance.- Motivated team to resolve issues within SLA timelines.- Created various SLA report and analysis for continuous upgrade of SLA levels, various   Performance reports and analysis for performance parameters.- Maintained and followed the proper escalation matrix for resolution.- SLA report and analysis for continuous upgrade of SLA levels.- Performance reports and analysis for performance parameters.- Approval authority of any security changes in Routers, switches, firewall or servers.- Acted as SPOC between various infrastructure teams for better coordination.- Competence Development Planing- Conducted Weekly and Monthly Reviews.Deliverables as part of Team Lead Information Security Team- Increased SoW this engagements from Oct’07 onwards.- Mentored and lead this team of 12 engineers cross 24x7 shifts.- Administrating DMZ zones.- Administrating & Maintaining the Proof point Anti-Spam appliance.- Monitoring and blocking Spam mails, resolving Network related issues and configuring firewall changes.- Maintaining and assigning various security levels on various servers - Coordinating with Network team for administrating various routers and switches.- Planning and approving new network installations. - Approving authority of any security changes in Routers, switches, firewall or serversDeliverables as part of Team Lead Monitoring Team - Increased SoW in these engagements from June’08 onwards.- Mentored and lead this team of 12 engineers cross 24x7 shifts.- Extending Level 1 support for various tracks.- Taking various monitoring tools for monitoring various tracks- Following up with various tracks for different severity issues- Addressing escalation of severity 1 issues.- Paging Process for Critical issues- Making RCA follow up Process. Show less

• 

  Ericsson

  Oct 2010 - Dec 2017

  - Established an offshore Network Operations Centre capability in Gurgaon & Noida . Made operational a team of 300+ plus engineers & successfully transitioned operations from multiple locations in Africa. Set out IT, Infrastructure & Security requirements .- Handling various global transformation and transition managed services projects wherein NOC operations are being off-shored from various operators/countries to Ericsson India.- Member of GNOC extended leadership team working toward its objectives including cross unit and cross business unit objective- Ensuring effective, optimum & competitive delivery cost by leading team towards innovation & lead generations.- Responsible for driving, tracking and fulfillment of operation’s KPI as per agreed WLA with Customer- Conduct periodic performance review with internal and external stakeholders- Overall responsibility of managing various shift teams/projects and a workforce of nearly 300+ employees handling Fault Surveillance, 1st Level Restoration, Customer Helpdesk and Incident Management activities of 2G, 3G & 4G networks for various national and international customers. Show less Responsible to transition the NOC to GNOC India. Deliverables : - Worked as NOC Transition manager- Handled governance calls for project transition- Domains involved : 2G & 3G RAN, Core, PBN, PCN, Transmission & IN - Solution and WoW creation on basis of Ericsson Best practices - Defined the appropriate WoW before transitioning - Implemented Ericsson best practices at Local team - Driven the process improvement and implementation of Incident Management - Driven the process improvement and implementation of Event Management- Driven the process improvement and implementation of Change Management- SPOC for process streamlining and alignment for 1st LA & 2nd LA teams- Handled transitioning Project calls - Ensuring the timely ramp up of the resources at offshore - HC Estimation- Involved in tools implementation and appropriate UAT Completion - Involved in making the project timelines Show less - Managing the process, services, solution customization, risk, incident and change management, reporting and ensuring that the team adheres to the SLAs and WLAs agreed between the customers.- Liaise with the change/risk management team regarding proceedings of any change management work on the Live Network and make the team monitor while the work order is ongoing to avert any incidents/faults that might arise due to it. Also gauge the impact that it might cause and inform the related teams, as a part of risk management.- Plan and perform Quality Audits in the everyday incident handling and further delegate meetings on a higher level with the service delivery managers to scrutinize and formulate corrective actions.Responsible for organizing training workshops to improve the performance of the members who were lagging behind in terms of performance.- Responsible for developing work schedules to match staffing levels, monitored progress to improve work process efficiency.- Perform Fault Management by co-coordinating support resources, managing technical escalation to ensure fault is rectified within agreed SLA's.- Arranging & chairing Weekly/Monthly review calls with senior management, team members & third-party vendors to ensure improvement of service levels. - APMG’s ITIL certified, having comprehensive experience of incident management, change management etc.- Have strong problem solving & decision making skills coupled with confident, conflict resolution techniques.- Process Awareness SPOC: Conducted regular Process awareness quizzes to create awareness amongst all Team Members.- MSTOP SPOC: Delivering training sessions to create awareness amongst the Resources for MSTOP 1G as well as MSTOP 2G- CMMI SPOC: Responsible to ensure the deliverables CMMI 5 Ensuring all administrative and IT records are entered and updated correctly. Show less Managed a team of 60 members which comprised of Incident Managers, Team Leads & Telecom engineers.- Managing Multi-vendor, multi technology & multi domain networks; BSS, NSS, IN, VAS, Transmission and Wimax.- Identify and report traffic / service degradations and track restoration activities- Drive SLA fulfillment for front office deliverables- Principally in control of network status and network activities- Develop and implement Performance measurement and review and performance improvement plans- Ensuring adequate team staffing while defining monthly Attendance Roster for the team. Approve Leaves for the team and authorization of Shift Allowances.- As owner of Cost Center responsible for Financial Health of the Cost Center. Planning yearly budget plans for the financial year. Show less

  • Operations Manager GNOC

    Oct 2010 - Dec 2017

  • Operations Manager

    Oct 2010 - Nov 2017

  • Transition Project Manager

    Apr 2015 - Sept 2015

  • NOC Manager

    Jan 2013 - Mar 2015

  • Shift Manager Operations

    Oct 2010 - Jan 2013
• 

  Hcl technologies

  Dec 2017 - Feb 2021

  Service delivery manager

  Deliverable:- Financial Control - Budget Management - Customer Management - Project Management - Scope Management- Business expansion- Quality Management - Maintained and followed the proper escalation matrix for resolution.- Made continuous up-gradation in the Process implementation for better output and performance.- Motivated team to resolve issues within SLA timelines.- Managing SLA levels- Managing Value adds- Ensuring Add-on Sales -Ensuring Quality implementations Show less

• 

  Incedo inc.

  Feb 2021 - May 2022

  Associate director

  Managing Multi-Million Financial customers Managing the operations and customer relationship Program Management with Agile Methodologies

• 

  Hcltech

  May 2022 - now

  Deliverable:- Financial Control - Budget Management - Customer Management - Project Management - Scope Management- Business expansion- Quality Management - Maintained and followed the proper escalation matrix for resolution.- Made continuous up-gradation in the Process implementation for better output and performance.- Motivated team to resolve issues within SLA timelines.- Managing SLA levels- Managing Value adds- Ensuring Add-on Sales -Ensuring Quality implementations Show less

  • Service Delivery Manager

    Jan 2023 - now

  • Senior Program Manager

    May 2022 - Dec 2022