Animon A

Experience

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  One97 Communications Limited

  Aug 2008 - Sept 2009

  Operations Engineer

  Projects Worked On :- OBD Client: VodafoneMonitoring and debugging, managing operations of Contarra OBD platform and telecom–VAS applicationResponsible for overseeing the Quality procedures related to the project.Monitoring the capacity of the existing system/traffic and current utilization based on MIS reports for any capacity augmentation

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  OnMobile Global Limited

  Oct 2009 - Nov 2010

  Operations Engineer

  Technical support for troubleshooting all Core network issues, Customer Complaints & handling NNOC Escalation calls.Performing Preventive Maintenance activities on Core Networks.New Features and Patch Roll Out in coordination with Circle & Planning team.Performing analysis and troubleshooting of technical issues & escalate the ticket to the Vendor level for support if necessary. System Integration and testing of a number of VAS Products like Missed Call Alerts, Cricket, Ring Back Tones solutions and other Voice recognition products.Co-ordination in all aspects of the central and circle operations using planning, monitoring and controlling processes.Co-ordination of a wide variety of tasks to meet SLA and work within well-defined system support guidelines Show less

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  Indusface

  Nov 2010 - Sept 2018

  Industry - TelecomTechnology - CDMA, GSM, UMTS➢ Day to day Service Operations management➢ Technical support for telecom products and applications➢ Incident Management and Problem Management➢ Co-ordination with stakeholders and System Deployment & Integration ➢ Team management and SLA Management➢ Reviewing document, and negotiating the list of snags before the provisional sign-off. ➢ Review meeting and Service Improvement

  • Senior Technical Lead - Service Operations

    Jun 2015 - Sept 2018

  • Senior Engineer - Service Operations

    Jun 2012 - May 2015

  • Engineer - Service Operations

    Nov 2010 - May 2012
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  Unlimit - A Reliance Group Company

  Oct 2018 - Sept 2020

  Delivery Manager - IoT Technology and Services

  Technology - IoT, IIoT and Industry 4.0Ticketing Tools & Platforms: ServiceNow, CRM, JIRA, PTC Thing Worx, Cisco Jasper Handling day-to-day Operations and Supervision of Major Incidents, Problems, change processes, and IoT & IIoT service operations based on ITIL framework.  Led a Service Management team of 12 people who worked on a 24/7 shift basis. A strong operational key technical role in working and supporting with IoT technologies and solutions, Connectivity, IoT Protocols & Products, Devices, IoT sensors/hardware’s, Gateway’s, Cloud Platform management, M2M, AI, Blockchain, Cellular Network, E-Sim, Wireless N/W, Predictive analysis and customer-facing role in the area of IoT service management. Manage and oversee all Service Delivery reports to an agreed schedule  Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution Manage and oversee Problem Management across all Teams to drive performance excellence based on business defined priorities Responsible for change requirement gathering from customers and understanding the efforts and fixing the timeframe after getting the approval from change authority and implementation.  Working with the key stakeholders to develop and document incident management policies, processes, and procedures based on ITIL standard methodologies. Analysing and designing processes, implementing best practices for Incident management, developing key strategic KPIs, Post-incident reviews, Customer feedback, and drive for continuous improvements. KEDB database is maintained and updated by documenting the known errors using incident management and problem management. Technical RFP response and SoW validation from a delivery standpoint. Analyse existing SOWs, set delivery priorities, and make schedule adjustments to meet timely delivery goals. Show less

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  Rave Technologies - A Northgate Public Services Company

  Oct 2020 - Apr 2021

  Manager - Service Operations

  Management of service delivery processes and standards which includes Incident Management, Problem Management, change management within the ITIL process guidelines➢ Responsible for managing an efficient and effective Service Management team working on a 24*7 basis and the operation of all ITIL service management.➢ Working to contracted SLAs and delivering best-in-class services to our customers. Ensures that the OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes. ➢ Responsible to define, monitor and report on different types of strategic KPI's.➢ Analyses Implementation Plans and identifies areas for improvement based on Deming Model➢ Working with onshore & offshore stakeholders and delivering the services as per the purview➢ Acting as a Functional Manager for Service Management team and Line Manager for offshore 2nd Line support team & CSM, being the escalation point for process owners and giving direction to the continuous improvement of all service support and service delivery processes.➢ Provides service management vision enables innovation and seeks to leverage IT trends that can create business value consistent with the company’s requirements and expectations➢ Creating and directing an effective management team capable of leading the appropriate teams responsible for Services operations➢ Develops the service management capabilities of the team, managing and developing existing staff as well as new recruitment➢ Collaboration with Offshore team (UK) and ensures that the Incident/Problem/Change Management process adheres to company standards and procedures.➢ Proactively building and maintaining strong customer relationships, maintaining communication Show less

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  Fiserv

  Apr 2021 - now

  Escalation Manager of Cloud Support and Managed Services

  Responsible for managing major incidents, escalations, problem management process, cross-functional programs, operational efficiency, SLA compliance, continuous improvement, quality initiatives, and collaboration with stakeholders.