Service Assurance Manager at StarTek (VodafoneIdea) (2024-07 – Present)
Managing Large Enterprise accounts in IT, Manufacturing and BFSI Segment with revenue portfolio of ~₹20 Cr
- Managing Large Enterprise accounts in IT, Manufacturing and BFSI Segment
- Currently managing a revenue portfolio of ~₹20 Cr, ensuring high service stability and customer satisfaction across enterprise accounts
- Responsible for providing support in terms of services for the products served under fixed line data and voice which include ILL, MPLS, NPLC, PRI & SIPT
- Driving network performance improvements through proactive monitoring and close coordination with internal stakeholders (NOC, FE, vendors)
- Reduced average downtime by 10–20% via preventive maintenance and effective escalation handling
- Achieved >99.5% SLA compliance, maintaining high service standards and operational efficiency
- Generating Upsell and cross-sell
- Ensure alignment between network capabilities and service offerings through coordination with Product and Sales teams
- Lead incident management and service restoration during major outages or disasters
- Leading a QBR & MBR (Monthly Business Review) meeting with customers involves a structured discussion to assess the customer's progress, identify challenges, and align on future strategies
- Hands-on experience with ITIL frameworks and PMP lifecycle processes, including incident, problem, and service management
Senior Consultant – Project Management at Tata Communication Limited (2017-04 – 2024-07)
Responsible for end to end delivery of Telecom Projects managing revenue portfolio of ₹26 Cr
- Responsible for end to end delivery of Telecom Projects for TTL account ensuring the fulfilment of the project delivery as per the solution design and committed timelines
- Managed a revenue portfolio of ₹26 Cr, ensuring high service stability and customer satisfaction across enterprise accounts
- Responsible for end to end Technical Solutions Delivery & Project Management
- Manage the delivery of complete project scope and committed deliverables as per the contract
- Technical solution and services Implementation as per customer requirements (HLD / LLD)
- Manage project activities, risks and resource requirements during the project lifecycle
- Develop, drive and monitor project delivery timelines
- Regular monitoring and reporting of the progress of projects to all the stakeholders- internal and external
- Project kick off / Initiation of detailed Scope preparation and deliverables with the network solution finalization
- Project Plan creation and sharing
- Project risk and resource planning
- Project scheduling and daily / weekly update to the customer and internal stakeholders
- Project closure document with the Completion of Delivery as per scope
- Billing trigger and Customer Sign Off (PMP)
- Data Products – ILL, NPLC & DLC
- Voice products – SIP, PRI & TFN
- Leading and managing 10–12+ direct resources along with coordination of cross-functional teams (FEs, NOC, vendors)
- Handling IPL project and end to end delivery also managed the live streaming
Technical Support Executive at Tata Communication Limited (2015-06 – 2017-03)
Provided technical support and troubleshooting for hardware and software problems
- Troubleshoot hardware/software problems
- Provided technical advice
- Installed and configured computer systems
- Responded to customer inquiries
- Improved customer satisfaction
- Resolved customer technical issues
- Maintaining client relationships and monitoring performance metrics
