Customer Success Manager

• Jan 2022 - Present

Bid Manager

• Dec 2019 - Jan 2022

Deputy Manager - Presales and Bid Management

• Sep 2017 - Nov 2019

Sr. Solution Engineer - Presales and Solutions Engineering

• Apr 2016 - Sep 2017

 Part of Global Pre-Sales team handed with the responsibility to create market disruptive solutions with high focus on driving customer network transformation, maximizing their profitability by delivering a cost-effective solution. Responsible for RFx response/Proposal Preparation, Technical Solutioning, Effort Estimation, Project Planning, Project Costing, Optimization, Capability Presentations etc. Out of the box thinking to create innovative models – delivery and commercial – to provide the best fit solution with competitive pricing. Working in close conjunction with the global sales team – providing consultative technical expertise in customer meetings for capability presentations, defense presentations for provided solution as a part of RFx response, business consulting in the area for Telecom outsourcing for identifying new opportunities with customers.  A key interface between our company, partnership team and third party (OEM) to design the solution for a customer requirement (via RFP or otherwise), and then use the inputs to create the final response proposal including pricing aspects. Inter working with delivery, practice, legal, HR and other stakeholder teams and also handle post-sales support of technical complexities while delivering and implementing the agreed solution. Creating and maintaining a single database for Presales team to have a ready reference of company credentials, existing delivery capabilities and ongoing processes, next gen strategy and solutions. Handling multi-million dollar RFx for global customers. Show less

Sr. Network Engineer - Global Voice Solutions

• Feb 2014 - Mar 2016

• Member of Global Voice Fault Management team as a Level 2 escalation for issues related to International voice traffic of TATA Communications.• Worked as technical SPOC for MENA (Middle East and North Africa) region customers. Handling all the priority issues for telecom giants in this region, namely, ETISALAT, Saudi Telecom, Du Emirates, Egypt Telecom, Neotel etc.• Working on Protocols like SS7, SIP, SIP-I, RTP, Q.931, QSIG, SIGTRAN, MTP, ISUP & H.323.• Analysis of SIP call traces in Wireshark tool for VoIP call related issues and troubleshooting of faults related to internetworking between different codec’s such as G723, G729 and G711.• Routine fault management duties include solving trouble tickets related to FAS, CLI, ECHO, Dead Air, PDD, Distortion, Noise, Congestion, Looping problem, ASR/ACD, FAX, Call Drop, DTMF, One Way, etc.• Troubleshooting in Sonus PSX,GSX ( Trunk Groups, Gateway Signaling profiles, Packet Services (NBS),Circuit services)• Coordinating with the leading global carriers like BT, AT&T, Verizon, BELL Canada, Neotel, Telstra, COLT, Level3 and others for resolving voice traffic related issues and doing routing changes according to LCR (Least Cost Routing) wherever required as per the business requirements.• Troubleshoot tickets related to ITFS/ UIFN (Toll Free Services).• Client’s traffic analysis to find the root cause of the low ASR/ACD and taking necessary actions to maintain the performance statistics and quality of route. • Monthly PPT report submission about performance analysis of carrier to monitor and maintain our QoS metrics.• E1/T1 status, error checking, analysis for flapping/fluctuations/AIS and in SONUS.• Applying proactive and reactive controls such as throttling, code blocking to avoid congestion and network failures during peak hours.• Testing CLI on different tools like ASCADE for CLI assured / non assured destinations and to identify GREY ROUTES. Show less

Switch Engineer - Technical Specialist

• Mar 2012 - Jan 2014

Attended 2 months onsite training at client location in Brisbane, Australia for NORTEL DMS-100 Centrex provisioning and fault management.Technical Specialist for Nortel DMS 100 Centrex Product – Provisioning & Level-2 Fault Management functions. CONFIGURATION MANAGEMENT :• Configuration of new numbers, New service, Add/Moves & Changes including Change of Lessee, Cancellations, Creation of Customer Group Data, Dial Plan, including programming for Citywide Centrex or Wide area Centrex (WIDEX).• Activation/Programming DMS 100 VAS(Value Added Services) like UCD, ACD, network ACD (NACD), GPP 2mbps links, ACDMIS, Managed IVR, SMDI, SCAI link applications, RTA, CTI and Customized MOH(Music On Hold), RVA(Recorded Voice Announcement ) and Voice mail platforms.• Trunk and trunk group translations. Routing translations including NPA/NXX additions/updates and calling plan additions/updates.• Use TRAVER and TRANSVER to verify correct call routing through translations.• Hands on experience on creation/modification/deletion of DMS100 Centrex dependent features. LEVEL-2 FAULT MANAGEMENT :• Resolution of faults escalated by the L1 team such as feature faults, line issues, call routing problems like failure to calls towards other operators, calling issues to certain number levels.• Resolving faults related to ACD, UCD, NACD groups. • Handling issues with the DMS table translations, customer dial plans. Modifying number range routing in network tables as and when required.• Identifying and rectifying DMS hardware faults related to PM (peripheral modules) LEN cards, TM8 cards etc.• Monitoring and Providing debug logs, data to L3 team in case of major faults related to core DMS modules like ENET/ MS, SDM, SS7 link failures.• Rectification of faults related to GPP (Global Peripheral Platform), MPC links, SCAI, SMDI, CTI.• Assurance of VAS services and handling issues related to RVA machines, MOH devices.• Calls trace and Root Cause analysis for repetitive faults. Show less

Switch Engineer

• Aug 2009 - Mar 2012

Part of Enterprise NOC team handling complaints related to PRI services provided to NLD customers through Ericsson AXE-10/810 • Involved in changing of all type of Switch related data like B-Number Analysis table, Route Parameters, Access Barring Data, Routing Case Tables etc. as and when required. • Handling call related problems with Other Service Providers, inter-ILT, and MSC - routing analysis as well as signaling. • Well conversant with MNP and LRN. • To take ISUP Traces during online testing with NLD carriers as well as with high value ENTERPRISE PRI customers to resolve various issues–Bad Voice Quality(Choppy Noise), CLI issue, Fax issue, Video conferencing issue faced in Transit calls, Toll Free number problems. • Familiar with basic operations in Transport path like loop testing, Cross Connection Modification, Path tracing and alarm monitoring in Network Equipments like NORTEL (N61, N62, N63, N65, 4XE, 41X,01C, 16X), FIBCOM (F21, F24), UTstarcom (DLC-ANR, ANC). Show less