Rakesh Jaiswal

Experience

• 

  Microsense Pvt. Ltd.

  Sept 1997 - Jun 2000

  Engineer – Customer Support & Sales

  • Implementation of communication network in ISDN• Configuration of Cisco Routers (800, 1600, 1700, and 2500) for Internet connectivity. • Installation, Configuring and supporting of Proxy Server like Wingate, MS Proxy• Installation, Configuring and supporting of Mail Server like MDaemon, Microsoft Exchange and Lotus Notes• Integration of Pop3 gateway software with Microsoft Exchange Server• Installation Of Windows NT Network. Maintaining user and network resources

• 

  Bharat Connect Ltd.

  Jun 2000 - Oct 2000

  System Engineer

  • Successful Launch of ISP services.• Successful implementation of Access Lines i.e. E1R2 & E1 PRI in Delhi. • NOC Admin and Data center operations. • Port/line Planning & Implementation.• Coordination with service provider for connectivity ( E1R2, PRI, Leased Line, ISDN ) and speed related issues. • Maintenance and implementation of E1R2, PRI and leased lines. • New Project planning & Implementation of customer networks. • Installation, maintenance of 3COM’s Total Control Remote Access Servers Show less

• 

  Sify Ltd

  Oct 2000 - Feb 2007

  Manager - Technolgy

  As Group Manager – Corporate support group and Wireless support Group. • Heading team of 14 support engineers and 11 WSG Engineers.• Network Operations responsibilities includes infrastructure provisioning & maintenance 52 wireless Pops in Delhi & downstream.• Responsible for design, implementation and operations of Metro Ethernet network in Delhi connecting 18 major wireless Pop’s and 11 micro Pop’s.• Responsible for bandwidth management, capacity management, network infrastructure management, vendor management, manpower & infrastructure cost rationalization and other operational responsibilities.• Heading Corporate customer support group in north region and is responsible for end-to-end Solution delivery.• Responsible for establishing and streamlining Service delivery for corporate customers.• To act as an escalation point for customer & network incident driven escalations. • Mentor employees to build a motivated team with a strong pro-active mind-set. • Qualified internal ISO auditor and ensuring internal audits in North region.• Ensuring WPC and SACFA processes for wireless deployments.• Also responsible for Pre Sales support to Business development team Show less

• 

  BT India

  Feb 2007 - Feb 2014

  Service Relationship Manager

  • Owns the overall service relationship between BT and the assigned accounts on a global basis. • Develops documents and maintains a Customer Service Plan (CSP) for each assigned account.• Proactively seek out and leverage new service opportunities to protect BT’s business position, revenue stream and enhance the service provided to the customer.• Actively participates in the development of new business initiatives by providing service-related information for bid responses• Acts as the customer’s advocate throughout BT and are responsible for facilitating the prompt, effective resolution of all service related issues. This includes the identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction. • Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close.• Undertakes pro-active network reviews to ensure that the customer network meets their business needs.• Produces post critical incident reports for assigned impacted Customers documenting the incident/corrective actions • Agreement/production of a Customer Scorecard where practicable• Provide detailed management reports as required.• Assist with the qualification/administration of SLA Initiatives and Positive outcomes:- Produces a Service Development Plan to identify, document and provide solutions to the customer’s longer-term service requirements.- Produces a Service Improvement/Service Enhancement Plan (SIP) for each assigned account.- Builds and maintains highly developed and wide cross-cultural relationships within the Customer accounts and the BT community to effectively progress global service issues and plans.- Develops and integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account. Show less

• 

  BT Group

  Feb 2014 - now

  • Leading a pan India team of professionals which includes Customer Success Managers, Analysts, Knowledge Managers, Problem Managers, CSI Lean, Six Sigma Specialists, ISO MRs and others serving 60 plus top customers globally.• To manage the implementation of the Service Strategy and the development of best practise across the customer success community based out of India in a consistent way. • Ownership of Customer Satisfaction Targets, responsible for implementation and roll-out of a Customer improvement and Development Plan, based on outputs from surveys and Customer Feedback.• Proactively looking for efficiencies that will drive down service cost while improving client satisfaction and Embedding a Continuous Improvement culture.• Improve agility, reliability and quality of the services delivered via seamless governance of all ITIL functions with Customer Success Managers.• Build and maintain collaborative relationships with key suppliers and other internal and external stakeholders.• Contribute to Service management led initiatives to drive reduce total cost to serve and increase revenue.• Driving short term improvements against KPI's, but develops Customer Satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception and NPS surveys. Show less Own and drive high level escalations, being part of the Global Escalation and Major Incident Team - Able to interact with all levels of a customer organisation, including CxO levels. - Managing internal & external calls professionally and ensuring that required action is agreed and implemented. - ‘Keep Customers Informed’ (KCI) during the management of incidents or request through the utilisation of e-mail acknowledgement or an outbound call. - Act as a focal point for Service, Account and Project Management teams to ensure escalations are managed to a successful conclusion, this may involve attending meetings / conference calls as required to review progress and actions and to resolve any issues. - To manage customer expectations and perception of BT with a focused commitment. - Collate and provide information regarding escalations for inclusion in agreed reports, allowing Service Managers to compile their RCA reports. -- Build positive relationships with suppliers, resolver groups and other service desks when escalating on behalf of a GS customer - Effectively escalate customer requirements in line with service assurance processes. - Where required proactively work with team manager to build own, development and improvement plans, to meet required level of contribution to team success - Actively cooperate with service improvement plans (generally, but not exclusively, driven by SRM) - Undertake other activities to support Service Desk Line Managers - Actively pursues and maintains product knowledge and secures conversancy with changes in process.- conduct the role using Quality tools and techniques – to minimise the cost of failure, improve efficiency and provide right first time quality solutions to all processes and procedures that support service delivery to external and internal customers - Ensure Knowledge of current and new processes is maintained in order to achieve ‘Right First Time’ goals. Show less

  • Head of CoE -Customer Success India

    Mar 2018 - now

  • Sr. Escalation Manager

    Feb 2014 - Mar 2018