Rahul Kumar

Experience

• 

  Ericsson

  Apr 2004 - now

  In my current role as Service Delivery Line Manager I am responsible for deployment fulfillment, proof of concepts for Market Areas (North America, Europe and Latin America, Middle East and Africa, India and Oceania). At present I am leading IMS and VoLTE team of 38 practitioners.Key Activities➢ Leading the IMS & VoLTE team in Ericsson global Services (EGI)➢ Drive Gamification as part of our cycle of communications. Working with and refining our Next Best Action model to deliver highly personalized, contextual customer service➢ Handling Competence Plans and Management of 38-member team➢ Support Services sales directly or indirectly via the unit resources and to understand and align to overall Service Delivery Processes, Models and Strategies➢ Establishing and evolving contact rules and communication plans so that the different objectives of the business can be met, without impacting the member experience.➢ Responsible for meeting customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.➢ Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes➢ Maximize customer operational performance by providing resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Show less I am working as a PIDS (Product Introduction and Deployment Support) Manager for Network License Server product and supporting deployments all around the globe either through TTX (trouble ticket express) or CSR (Customer service request) I was the single point of contact for all customers and one of the most important responsibilities was stakeholder Management.Key Activities➢ Pre GA Support (TDS). The following services are available to the customer deployments where the product has not reached GA status at the start of the customer project deployment.➢ NeLS CPI testing: verification of CPI documents, OPI’s identified, review and feedback of deliverables and opening TR’s in case any deviation is found.➢ Update of customer HLD template including NeLS, either as a new deployment for the early projects or as integration point for customers already having NeLS in their network. The periodic reviews and updates planned to be done twice a year.➢ Update of NeLS reference configuration/LLD as part of integration of new nodes/licenses in the network. The periodic reviews and updates planned to be done twice a year..➢ Update of IP design guidelines to secure accurate and safe IP connectivity. It is planned to be done twice a year. All major changes requiring MPBN experts needs to be treated as additional scope.➢ Upgrade/Update of NeLS SW to be tested in lab for every new release (max 4 per year). Show less Worked as a Project Manager towards deliveries of Proactive Support, Software Update Management, Integration and Deployment Support (Business Engagement and Deliveries) and SWDP.Key Activities– SWDP➢ Setting up SWDP team in SDU-I for Core Domain.➢ FNI in MSC done for Bharti India and in MGW for Airtel Chad.➢ FNI and Rollout done for 8 Blade Clusters in Vodafone India.➢ Setting up processes and team for handling Lawful Intercept and AGEN Software.➢ To prepare, deliver and install a new SW release in the first node in a customer network➢ Order Handling & Remote Delivery➢ Handle a SWDP team which performs Analysis, Preparation, Configuration & First Node Implementation➢ Handle Deliveries, Financials and Escalations– Integration and Deployment in Core and RAN for TELMA MADAGASCAR➢ Worked as a SPM in Telma Madagascar project where the scope was both RAN and Core Network.➢ Responsible for getting commissioning and integration of BSC’s in the Network.➢ Responsible for getting A over IP implemented in the network.➢ Responsible for implementing HD voice in the network. Show less Worked as a T1C Lead Mobile Switching - Customer Support with Ericsson India Global Services Pvt. Ltd and was responsible for CSR (Customer Service Request) handling for all the customers in parallel with the NSG workgroups in SMS system on SAP and web based platform for efficient timely solutions of the problemsKey Activities➢ Assignment and prioritization of CSRs to T1C team members.➢ Ensure that, when working with CSRs assigned, use support tools according to global processes, procedures and assignment.➢ Ensure the CSR volume handled by the team i.e. dimension and distribution is correct staffed.➢ Ensure horizontal competence growth of each resource by distributing CSRs of other products instead of primary product.➢ Monitor CSR/Emergency turnaround times and ensure that all assignment commitments are met. (Liaison with DM/SDM).➢ Ensure that adherence to WLA is performed according to the Ericsson way of working in the whole unit (adherence, reporting and governance).➢ Effective communicator & leader with strong analytical, problem solving & organizational abilities.➢ Verify that the contracts are monitored, controlled and tracked according to the Local Governance Model (Collaboration from DM).➢ Active participate in the governance performance review meetings. Show less Supporting the various Switching products for the different Customers on live GSM networks➢ Supporting and troubleshooting various Software and Hardware faults of Ericsson AXE-10 and AXE 810 Switch.➢ Operation, Maintenance and Support of Mobile Soft Switch, MGW and troubleshooting their various faults.➢ Operation and maintenance of Ericsson Switch for Alarms, faults/ abnormal conditions➢ Testing of new / existing features and rollouts in the Network.➢ Network Performance study and improvements: Working for the improved performance of the networks and keeping up the KPIs➢ WCDMA Nodes Startup, Testing and Integration. Startup and acceptance testing of MGW R5.0 and MSC-S R13. Integration of MSC-S and MGW through SIGTRAN and GCP protocol.➢ AXE Testing –II Engineer. Trained in the AXE, PLEX coding language. Trouble shooting through Test System traces in live exchanges.➢ Ericsson 1st Line Emergency Team member for resolution of complex problems in Core Networks as well as traffic cases trouble-shooting, where clear thinking is necessary to find the root cause of the problem under strict time constraints. Extensively handling Emergencies of APZ, AXE and APG40 faults.➢ Member of CSR Review Team: Reviewing CSR’s within workgroup and expediting the Customers problems for their early remedy to maintain strict KPIs. Attending meeting with Customer for the review’s➢ Training delivery: Delivering trainings for various Ericsson products to the other Ericsson Employees and to Customer including onsite trainings. Show less

  • Service Delivery Line Manager - Consulting and System Integration

    Apr 2018 - now

  • Product Introduction and deployment support Manager

    Aug 2017 - now

  • Service Project Manager for SWDP

    Jul 2016 - Jul 2017

  • IMS & VoLTE Specialist/Senior Specialist– Customer Support

    Apr 2014 - Jun 2016

  • Core Lead Region India – Software Delivery

    Apr 2012 - Mar 2014

  • Senior Engineer/Specialist-Software Delivery

    Jan 2006 - Apr 2012

  • Operations Engineer

    Apr 2004 - Jan 2006
• 

  Nokia

  Dec 2020 - now

  SI Program Manager