Jaykesh Sevak

Experience

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  Byte Interface

  Sept 1993 - Nov 1995

  Customer Support Engineer

   Assembling, Installation and maintaining of PC.  Installation and troubleshooting of TVSE products and other peripherals.  Installation and debugging of Novell NetWare based LAN network

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  Datapro Infotech Private Ltd

  Dec 1995 - Oct 1997

  Senior Customer Support Engineer

   Integration of E-mail at the customer site, which includes previous site inspection, registering the new user at the Xee-Exchange, Installation of the Xee-Mail s/w as well as configuring modem at site.  Troubleshooting of various brands of modems available with the customer to work with the system.

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  Mahindra Network Services Limited.

  Nov 1997 - Feb 1999

  Senior Customer Support Engineer

   Technical presentation and educating customer on the EDI concept at the pre-sales phase.  Integration of EDI with ERP at customer site and training the users.  Managing the office LAN and WAN network based on Windows NT

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  Satyam Infoway Limited

  Mar 1999 - Nov 2001

  Manager - Project Management Group

   Managing Customer projects to implement E-Commerce products like EDI, Data Transfer Services, and Lotus Notes etc. based on WAN network.  Assisting Pre Sales team in technical presentation.  Implement and maintain WAN based access network of customers.  Implementing and maintaining Security Products like FIREWALLS (Checkpoint and Raptor)

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  Airtel

  Dec 2001 - Nov 2006

  Sr Manager - Project Management

   Project Management – Verify network solution technically and suggest any improvements if any, project team formation, planning and execution of projects,  Operations – Study, verify and build infrastructure as per the committed SLA, devise a methodology for faster troubleshooting to improve uptime and thereby customer satisfaction, manage ISP POP infrastructure.  Project team lead – Lead a team of Project Managers for group of business verticals, delivering value to customer.  Problem troubleshooter – A point of escalation for customers for the projects and overcome impediments through collaboration with internal stakeholders.  Drive key metrics of delivery like CRFS, Revenue realization, Billing, first time collection etc for the success of the Order to Billing stream.  Circle Head for Projects – Project management, SLA and vendor management, improvement in Customer Satisfaction and Employee satisfaction index  Process compliance and knowledge management within the team and ensuring Clean Process Audit outcomes  Lead key strategic project of improvement in structured way based on the findings in the Audit Report. Show less

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  Reliance Infocomm Limited

  Nov 2006 - Nov 2007

  Regional head - Project management - Key Accounts

   Program Management – Lead a team of 15 members managing programs for Key accounts. Operations – Manage and lead a team of 16 members serving Key accounts for post implementation support.  Revenue management – Setting the monthly revenue generation targets thru project implementations. Reductions in customer churn and thereby reduce recurring revenue erosion by improving QOS.

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  Tulip Telecom

  Nov 2007 - Nov 2008

  Head Regional Operations

   People Management for order fulfillment cycle.  Customer management to develop mutually rewarding relationship with customers and thereby support business teams in enhancing business.  In collaboration with business teams and Sales funnel, strategizing investments in expanding the network infrastructure to maximize the RoI.  Leadership role for mentoring, coaching, guiding a team of 300+ engineers, technicians, project managers, CRM executives to achieve the organization’s goal. Show less

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  TATA Communications Ltd. (fka VSNL)

  Dec 2008 - now

   Build and Coach a team to Participate in digital transformation project to represent service delivery function in various strategic workshops, helping CFT in value stream mapping and identifying wastage in the legacy processes.  Reviews, course corrections and collaboration with the Cross functional teams in the process re-engineering exercise of building new digital platform for service delivery.  Lead a team of 15 delivery managers with core objective of stabilizing the platform delivery. Build an effective feedback mechanism on the back of analytical tool, for evolving the platform and making decisions easy based on data facts.  Manage key business outputs of productivity, cost efficiency, reduction in revenue generation cycle, transparency in vertical and lateral communication and customer satisfaction. Show less - Operational role of delivering customer services within time, cost and quality parameters defined in the SLA. - Leadership role to achieve operational objectives by mentoring, coaching, guiding a team of 20+ Program Managers/regional leaders – spanned across 3 Geographical regions covering entire Globe.  - - Travelling to meet customers, review running projects and programs in real time, gather feedbacks, analyze learnings, derive improvement areas and work with CFT internally to re-engineer processes / systems to keep pace with ever evolving customer expectations of service excellence. Thereby help Sales function winning business in the various markets across globe.- Skill management of the geographically spanned team to meet ever evolving demand in the areas of overlay services like SDWAN, IZO, Collaboration platforms and Voice services. Show less  Lead the strategy to carve out a function of Special Projects.  Build and develop a team to deliver key metrics of complex projects i.e. timely delivery, cost control, reduced project turn around time and thereby profitability.  Leadership role in managing People – Initiated by laterally moving team of 7 PMs from existing strength, build on it by re-skilling them, adding new recruits based on the incoming projects requirements. By Mar’13, it was a team of 50+ members strong.  Driving key functional goals – scale up volumes, project budgeting and control cost overrun, SLA management, contract management and better customer satisfaction. Show less

  • Lead - Service Delivery and Digital transformation

    Jul 2018 - now

  • Global Head - Program Management and Service Delivery

    Apr 2013 - Jul 2018

  • Head Of Project Management - Large and Complex Projects

    Dec 2008 - Apr 2013