Gaurav Khosla

Experience

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  VCustomer

  Jan 2002 - Jan 2004

  Sr technical support

  Division: 2nd level support• Layer-2 support for the Tech support engineers and monitoring new products for Bugs and technical issues, creating technical support documents for the layer 1 support staff.• Primary responsibilities include handling Queries of all International Clients of HP/Net gear Providing Technical Support on Desktop/I-Paq-Devices and routers (wireless, firewall & VPN), LAN & WLAN (802.11B, 802.11G & 802.11 SUPER G), Hubs, Switches, Antennas, Modem (ADSL, DSL & Modem cum Routers, Router cum Print Server Wired & Wireless)• My responsibilities also include Configuring, Administrating & Implementing these devices for users, corporate & Re-sellers through Phone & Remotely.• Management of LAN WAN Infrastructure of Entitled (contracted) customers• Handling Escalations for Layer 1 Support Engineers and provide appropriate Solution to the Customer as per Company policies• As a Senior Engineer, used to Handel Product replacement authorizations for Layer 1 support after verifying the troubleshooting steps in detail. • In-charge of the Floor management and teams, in absence of the managers Show less

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  Integrix

  Jan 2004 - Jan 2005

  Account Manager- N/w infra.

  Division: Sales• Involved in Pre-Sales technical presentation and demonstration of various technologies.• Supervising Management of the:• MS-Exchange 5.5 and above.• Configuring Cisco layer-2 switches.• Administering Checkpoint firewall Ver 4.0• Administering Legato-Net worker• Administering Legato CO-Standby AA Advance Server• Responsible for Facility Management/Fault Management contracts for service and support to multinationals and Indian corporate accounts like BTN Access-PCCW HK Ltd. , MD India Ltd. , HBO to name a few. • Client Support & Service :• Managed the LAN and WAN integration with multi-services feature like V-LANS, VPN, IPLC• Handling support and troubleshooting function for local Customer–site Networking i.e. Wireless-LAN, Local ISP, service & maintenance contracts with External vendors like Dell, Legato, Microsoft • Responsibilities also include Configuring, Administrating & getting these devices implemented for Costumers, through Phone & Remotely.• Managing the team of Customer Service Engineers, dedicated for High Value customers• Handling team for 24X5 supports to Customer HQ, on Supervision and Maintenance of existing services and Pitching for New service contracts.• Actively involved in professional meetings and instituting strategy for proposed work.• Constructed an effective team for the SIT project according to skill standards.• Attained broad understanding in broadband OSS architecture.• Analyzed the project and documented a trial plan for the product.• Harmonized various processes and conducted experiments on the product to meet the client requirements. Show less

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  France Telecom

  Jan 2005 - Jul 2007

  • Gather and consolidate of functional requirements from the Business evaluation of required PS&A involvement. • Mobilize IT&S experts in architecture and development teams to build the IT solution addressing requirements while promoting convergence solutions and re-using group solutions when feasible.• Identify IT systems impacted, consolidate costs and timeframe. • Manage IT&S readiness for the different TTM gates with Business • Document the detailed solution design, cost and project plan committed by all IT&S entities.• Contribution to the service modeling with entities involved in the service creation process• Contribute to the ‘end to end’ user acceptance tests• OSS/BSS• Responsible for Network & Service Management tools, i.e. Monitoring tools, Trouble Ticketing processes/Technical Gap Management (CRM-Amdocs, Billing, NMS, Order Management/Change Mgmt, Incident Mgmt,BSS)• Definition of the content of the releases of tools, to meet the requirements of Process experts and Product teams• Responsible for the requirement Gathering and communication towards operational teams using these tools.• Part of a Project and Program Management, worldwide multi cultural & cross-functional team• Managing excellent relations with various departments and intermediaries for developing and upgrading technology (Hardware / Software).• Ensuring quality controls as per SLA & Manage service launch and support operational teams to handle Pilot customers' and Services (New product offerings) deployment• Direct interaction with Sales/Marketing and OSS/BSS tool Development teams.• Management of IT-Development teams Service level based on SLA Contracts, including external vendor Management like Wipro, Infosys, Amdocs, ATOS Origin and GCRM- for clarify/ Customer web interfaces• Prioritization of requirements based on ROI (Return on Investment) to Organization Show less Division: OTBLeading and managing the team of Service delivery Managers with following responsibilities• Managed the whole project through primary analysis of customer requirements.• On-time delivery of all service orders for IP VPN, MPLS + Services, ISDN supplementary services, Internet Access, Security and optimization of Network.• Provide support for global network platforms contributing to deliver Data, IP, Voice band Systems and Applications services to internal / external customers. • Perform testing / troubleshooting as required. • Handle technical escalations from corresponding personnel / agencies. • Meet or exceed the targets set by the management with regards to• Customer Satisfaction• (Target/Committed Delivery Date) and (Lead Time to Connect) • Quality of 1st time installation (100% record)• Establish implementation schedule with Customer Headquarter • Provide consolidated status and progress reports to Customer Headquarter and Account/Sales team• Perform Order Validation of assigned orders for administrative completeness and technical consistency • Proactive tracking and monitoring of all service components (circuit, equipment, Customer Internal Network Implementation) with respective supply chains until full delivery of ordered services.• Service Delivery Process training to the New teams and Process Re-engineering• Realized client necessities in accordance with service level agreement (SLA).• Supporting the User Acceptance Testing for New N/W Monitoring and Fault Mgmt OSS systems• Complete account Mgmt for GSK, 3M, AT&T (backbone) Show less

  • Business Owner-PPM

    Jan 2006 - Jul 2007

  • Lead-Service Delivery Managers

    Jan 2005 - Jan 2006
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  British Telecom

  May 2007 - Mar 2010

  Regional Manager

  Exclusively involved in handling Reuters services and operations (Service Delivery/Account Mgmt) for the organization, for Telecom services. Experienced in executing various managerial procedures efficiently, I held responsibility for• Planning and organizing the projects according to the client requirements and ensuring accurate project release.• Building effective human inputs for projects and assigning the targets as per project workflow.• Coordinating and cooperating different processes and individuals to arrive at strategic solutions. (legal/Finance/Sales/Govt. ISP`s and Admin)• Managing and Motivating team members (onshore/offshore, in Singapore, china, UK) in stress situations through performance appraisal techniques to augment their efforts.• Reviewing the work performance of the team annually and proposing incentives.• Responsible for the upgrade of all End Clients onto the BT MPLS network within APAC Countries including India, Pakistan, Bangladesh and Sri Lanka, Malaysia, Singapore, Hong Kong, Philippines for “Reuters”• single point of contact for the project communications to and from Customer• Manage a team of N/W professionals and Project Managers (8) & co-coordinators based in India and onsite) Singapore/HK• Baseline, update and track projects with help of Daily/weekly and Monthly performance monitoring dashboards• APAC-In country Vendor Management/Selection and SLA/OLA Negotiations at Sr. Mgmt level (TATA,VSNL,Relience,BSNL,MTNL,Tulip,Bharti,PDC,QTel,Singtel,Starhub Etc.) and implementation Sop’s .• Take status reports from various implementation teams and share with Account Mgmt and RLOB teams across APAC• Contract negotiations • Client Relationships• Manage client and stakeholder relationships professionally, effectively and proactively throughout the deployment of the projects.• Taking regular customer feedback, and vice versa from BT RLOB Team Show less

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  Bharti Airtel Limited

  Mar 2010 - now

  Product lead - Global Carrier Wholesale -Transmission Services

  Division: Carrier Sales & Business Development•Successfully managed the Top Line and Bottom Line for Global and India transmission services Business. •Developed the Annual Operating Plan and Go To Market strategy for the product. •Marketing activities – Marketing and technical collaterals creation, website update. •Managing the product portfolio, feature set and road map for IPLC product. •New product development & rollout in new geographies – from conceptualization to roll out through cross-functional interlocking. •Product financials (Price, Revenue, Cost, EBITDA) and Competition/market tracking and analysis. •Training the Sales and Solutions Teams on existing and new product rollouts and geographical variations and processes. •Handled various cross-functional teams like Network Planning, SCM, IT, NOC, Commercials, etc. for capacity planning, cost control, product customization, product development, business case analysis. •Successfully managed strategic partnership with Global carriers in India & Globally •Was instrumental in bagging large, strategic deals for IPLC in India as well on global level. •Sales support and Enablement for strategic deal modeling, pricing and technical queries. •Periodical update of price list / DOA, SLA, product document, policies, proposal templates. Show less