Customer Service Manager

• Aug 2019 - Present

IT Operation Team Lead

• Nov 2016 - Aug 2019

A dynamic professional with 6 years 10 Months of experience in IT/Telecom ISP and telecom Vendor with exposure to the optimum performance of Data Network, ILP/MPLS//LL,Project Management, Operations & Service Delivery.Strong installation, troubleshooting and administrative skills. Able to meet and exceed expectations in quality and roll out with a strong contribution to organizational goals through continued development of professional skills.Good Knowledge of end to end network, that helps in managing customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.Partner/Vendor Management, KPI & Project Management.Process Quality, Transactional Quality Monitoring & Training, Customer Satisfaction monitoring (CSMM)MIS, Data Analysis, Workforce Management & PlanningPromising Network and Service availability.

Senior Analyst

• Apr 2013 - Aug 2019

• Managing a group of 24 Network engineers (Level 1) with the responsibilities of primary troubleshooting within 45 minutes.• My team is a differential service desk which is providing services to platinum and gold (category based on annual billing) customer of Airtel.• Handling KPI (SLA, OLA, MTTR, Repeat fault, Attribution, RFO SLA,) and sharing weekly reports with my manager as well as with internal customer too. • Monitoring team performance on basis of their KPIs. • Providing network support for Leased Lines/Internet/MPLS Networks to various customers of Bharti Airtel across the Globe.• Troubleshooting issues of static routing, BGP and policy based routing.• Troubleshooting issues of MPLS L3 VPN in Hub & Spoke and Mesh Topologies• Troubleshoot issues like website accessibility, low bandwidth, slow browsing and high latency• Alarm check in optical network with the help of Tools like NMS. • Coordinating with different teams and stakeholders to ensure proper resolution as per Service Level Agreement• Responsible for Third level in escalation matrix for internal customer (Airtel). • END to END tracking of escalated case till resolution. If case get stuck then take responsibility and starts driving the case till resolution. • To provide assistance to customer for any planned maintenance activity• Ensure 100% compliance of proper RFO & updates to customer.

Network engineer

• Apr 2012 - Sep 2013