Amarnath Karumuri

Experience

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  Tikona Digital Networks Pvt. Ltd.

  Sept 2009 - Oct 2010

  Service Assurance Manager

  Customer Service Assurance and Customer Service Delivery within SLACustomer Revenue Assurance and complaint resolution.Monitoring Wireless Network and customer end issue resolution with team Planning and Strategising Assurance and Delivery activities acheiving best customer Satisfaction.

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  Zylog Systems India Ltd

  Oct 2010 - Jul 2012

  Zonal Head Service Assurance & ISG(O&M)

  ISG-Infrastructure Support Group-Planning and Management of Infra ActivitiesRF Optimization and Management RF Delivery and ManagementManaging Team for achieving SLA targets Customer Service and Customer Delivery ManagementCustomer Complaint Management with Customer Delight and satisfaction

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  Atria Convergence Technologies

  Jan 2013 - Jun 2015

  Assistant Manager Service Delivery

  • Manage, plan and drive end to end service delivery operations, service assurance, network operations across zone.• Plan and deploy FTTX network to improve the penetration levels and increase network availability and meet customer needs and requirement and also for increasing reliability, efficiency utilization, quality of network which would lead to decrease in complaints and increase CSAT levels.• Ensure maximum manpower availability by managing a team of 50+ employees and also ensure process adherence and escalation matrix at all levels from reporting team.• Ensure to implement all proactive measures in network to increase CSAT and decrease in network downtime • Ensure that all technical staff are well trained on a regular basis and are fully equipped in terms of knowledge and tools, to deliver highest quality of customer service• Ensure that all machines and manpower are meeting efficiency as per standard and analyze and plan to increase the efficiency to improve performance.• Analyze and bring down all complaints vs subscriber ratio and unique callers to least by giving permanent solutions to all.• Ensure revenue enhancement by supporting retention and collection team in up selling and retaining customers by providing promising and reliable service and upgrade network elements time to time accordingly as per requirement. Show less

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  Vodafone

  Jun 2015 - Aug 2018

  Technical Service Manager

  •Hand on Experience of handling all fixed line voice & Data products for all national & global customers .Hands on experience of handling enterprise customers , end to end customer life-cycle management .Hands on experience in handling global & international customers and providing end to end services .Conducting QBR & network performance activities to ensure customer satisfaction & improving CSAT Conducting & Driving service improvement initiatives to improve NPS & CSAT Ensuring all Faults meet the SLA signed and also checking on network issues to ensure and avoid repeated issue Timely Network Checks & Maintenance to ensure best uptime Responsible for all products served under fixed line data and voice which include ILL, MPLS/IPVPN , IPLC, NPLC , PRI .Manage, plan and drive end to end customer service operations, service assurance activities for all corporate customers served under Fixed Line Data and VoicePlan and ensure maintain 99.5% uptime across all customers adhering to strict TAT and SLA.Plan and conduct service performance reviews across all high revenue corporate customers every month.Plan, execute, deploy and deliver all technical and non-technical solutions meeting customer’s business requirement.Drive and execute projects adhering to internal process ensuring no impact on revenues and customer. Show less

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  Vodafone Idea Limited

  Sept 2018 - Feb 2019

  Strategic service Manager
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  Infosys

  Feb 2019 - Jul 2021

  • Senior Consultant Infrastructure Management

    Sept 2019 - Jul 2021

  • Senior Project Manager Telstra Business Project Delivery

    Feb 2019 - Sept 2019
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  Optum

  Jul 2021 - now

  • Senior Technical Project Consultant

    Oct 2023 - now

  • Technical Project Consultant

    Jul 2021 - Sept 2023