Vijay Sawant

Experience

• 

  GTL Limited

  Dec 2002 - Apr 2005

  Project Engineer

  Project : Remote Technical Support- SME ( Lucent Technologies )- 20+ MSC Retrofits for Lucent CDMA at various locations across India for Client (RelianceCommunications).- IMS Ring Growth for HSL project- Streamlining Helpdesk Operations- Formation of templates for issue reporting and information collection, Various reports required by Management , Critical Call out process. Automation of Load sheet.Project Engineer ( Agilent Technologies )- Deployment of Fiber Monitoring System for various sites all over India for Client( Reliance Communications)- Acceptance testing with customer Show less

• 

  Redknee

  May 2005 - Jan 2011

  Technical Support Manager

  - Support Centralization - 24*5 Operations- Building High Performance Teams - Managed Team size 26+- Managed the complete Converged Billing Product Line ( TCB ) for all customers across the globe ( Asia-Pacific, Europe/Africa and Americas).- Manages customer escalations effectively and efficiently, ensuring that the right resources are deployed for the problem and the customer situation..- Maintains collaborative working relationships within support, R&D, sales and services functions- Trouble Ticket Reduction from 1400 + to 750+.- Key Serviceability Improvements.- Received CORE VALUE CHAMPION award for exemplary Customer Service & Employee Management Show less

• 

  BMC Software

  Jan 2011 - May 2011

  Manager, Technical Support

  • Managing customer support operations for US region : BMC Remedy ( IM/PM, Workflow , AM , Server , Client , Web , Licensing)• Managing escalations. Team development. Queue Management• Review and follow up with team regularly to ensure KPI’s are met.• Resource Management – Hiring, Alignment, and New hire training.• Notable Achievements: Handled teams in diverse locations (Pune, Argentina )

• 

  Redknee

  May 2011 - Mar 2018

  Senior Technical Support Manager

  Customer Management Globally and Product Operations  Acquisition Management : Harmonization of Support Process between Redknee Organic and Acquired company ( NSN BSS )  Acquisition Management: Harmonization of Ticketing Tool (Salesforce) involving Requirement detailing, Vendor selection, Migration (From Redknee GtacOnline and BMC Remedy) and User Enablement.  Build Support COE for TCB product in Pune. Implementation of Escalation Manager Role. Establish Internal ORM meetings for greater focus on deliverables and team bonding. Establish out of SLA team to drive additional revenues to boost the support revenues. Implementation of Best practises across the support organization. Show less