Mukul Vats

As Territory Manager, I lead 45 engineers, oversee broadband installations, manage SLAs, resolve escalations, and ensure exceptional service delivery.

Territory Manager (HDO) - Bharti Airtel - Greater Noida (2024-07) Broadband Installation & Fault Repair Lead–Greater Noida. Leading the Broadband installation and fault repair operations in the Greater Noida New Zone, including handling customer escalations effectively.

• Supervising and mentoring a team of engineers to ensure high-quality partner and customer support, while maintaining productivity and performance standards.
• Preparing and maintaining weekly team rosters to ensure optimal resource allocation and timely task execution.
• Accountable for maintaining all key KPIs related to installation and fault repair services, ensuring SLA compliance.
• Managing internal and external customer, sales, and business escalation emails to ensure timely resolution and partner satisfaction.
• Ensuring the availability of critical materials (ODF, FAT, SFPs) for both in-house teams and partner engineers to avoid any operational delays.
• Conducting regular gate meetings with partner field teams to review performance, address challenges, and align on objectives.
• Following up with the NOC for site outages and bandwidth choking issues to ensure quick resolution.
• Flashing SR & Installation Work Order Pendency Reports in relevant groups.
• Tracking SLA breaches, reopen, repeat cases, and Wi-Fi analyzer status.
• Managing Airtel-specific reports including Work Attendance, Work Order Assignment, Rollback, and NE process tracking.

Network

Engineer - Excitel Broadband (2022-11 - 2024-07) - Supporting the ~2400 regional partners and ~800000 customers related to their network issue (Internet/Broadband).

• Worked on FTTH technology (OLT/ONU/Switch/Fiber) - Worked on the ticketing system.
• Acquire and connect customer premises as per target.
• Homecare as per SLA.
• Maintaining the company network and provide best support to our team reports, as per requirement.
• Support field engineer on putty.
• Resolving the network slowdowns, connectivity problems within SLA.
• Resolving FTTH and DSL connectivity problems with provided tools(Grafana, XNMS, Obrervium) - Resolving OLT and ONU related problems with provides tools.
• Installation, configuration, and maintenance of G/EPON(FTTH) network.
• Installation, configuration, and maintenance of Metro Ethernet Network.
• Installation, Configuration, Troubleshooting of switch, OLT,ONU/ONT.

Network

Monitoring & Engineer - Hathway Limited (2021-10 - 2022-10) - Monitored dashboard systems for real-time network and service health insights.

• Troubleshot network issues to ensure minimal downtime and optimal performance.
• Tracked and logged technical issues for timely resolution and follow-up.
• Analyzed reports to identify trends, faults, and areas for improvement.
• Monitored power alarms to proactively address infrastructure and connectivity risks.

Social Media Promotion

Manager - Webads India Tenure: 1.5 Years - Managed and executed social media promotion strategies across multiple platforms to boost online presence and brand awareness.

• Created, scheduled, and monitored content campaigns, increasing engagement and reach.
• Analyzed performance metrics and optimized campaigns based on insights. IT Support Executive–Software & Hardware - Extramarks Education India Pvt. Ltd.

Tenure: 3 Years - Worked extensively on Linux (Ubuntu) OS to troubleshoot software-related issues.

• Provided end-to-end support for Extramarks' proprietary software content and systems.
• Diagnosed and resolved a wide range of computer hardware problems to ensure smooth day-to-day operations.
• Coordinated with internal teams to minimize system downtime and enhance IT support delivery.

Polytechnic Diploma - Computer Science - CCS University

Bachelor of Arts - CCS University

Master of Business Administration (MBA) - Distance Learning - Subharti University