service delivery coordinator
wipro
Total years of experience :17 years, 6 Months
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Provide regular and accurate management reporting on IT Service performance
• Act as a SPOC between customer and internal team.
• Responsible for the effective co-ordination of external / internal queries / escalations.
• Support of asset management database to agreed data quality levels
• Assist in hiring and training the members of the service delivery team.
• Prepare periodic reports and present such reports to the senior management.
• Collate data and information on client satisfaction, inquiry, and complaint, CSAT.
• Educate the members of the service delivery team on new policy plans and implication on service delivery
• Spare planning with different vendors.
• Maintain Process and Procedure manual.
• Service Improvement Planning including Root Cause Analysis.
• Co-Ordinate and gather financial data for monthly billing reconciliation.
• Provide necessary support for contract change management.
• Maintain customer relationships.
• Effectively and accurately communicate relevant information to the client and team.
• Ensure clients’ needs are met in a timely and cost effective manner.
• Track & manage contemplated change notices and change orders in the database.
• Track all the inventory of materials.
• Keep the SDM and others informed about service status and issues that may impact client.
• Assist the entire FE engineers according to the specifications and instruction.
• Maintain all the Service delivery documentation.
• Works with Program Managers, Service Delivery Managers, on resolution of problems.
• Communicate with clients sporadically to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems.
• Review and prioritize open work for follow-up and attention based on age, status, or other factors; perform appropriate follow-up.
• Work with internal groups (Support Center, Service Provider Management, and Billing) to communicate customer requirements and to resolve any challenges, issues, or new opportunities.
• Provide required reporting, data, and dispatch updates for assigned client(s).
• Conduct periodic weekly calls to run through any updates, checkups, and basic information sharing.
• Perform other duties, activities, or projects as assigned such as maintaining spares, vendor payment etc.
• Actively participating in afterhours call rotation for dispatching and following up on afterhours emergencies.
In Military system Commissioning: Commissioning and Technical support for ISR system (Intelligence Surveillance and Reconnaissance System with King Air 350 Aircraft), Certified by Raytheon USA for Mission Equipment Maintenance and commissioning, Expert in UHF/VHF Radios & communication Equipments. Good in Installations, Testing and maintenance of Military communication systems. Excellent working knowledge and experience with VHF, UHF, Microwave, and Satellite communication.
Projects:
Current: VIPER- Intelligence Surveillance and Reconnaissance-ISR System.TECHNICAL SKILLS
Commissioning Skills:
Certified by Raytheon USA for ISR system (Ground Stations) Installation and commissioning.Excellent in commissioning of special Equipments and overall systems.Proficient in planning, documenting, scheduling, Installing, Testing, adjusting, verifying, and training.Project Overview: Provide development, installation, deployment, operations, and maintenance of ISR systems and planned technological advancements to the Royal Saudi Air Force (RSAF).Key ResponsibilitiesResponsible for commissioning an ISR system (Intelligence Surveillance and Reconnaissance system). Commissioning of different construction phases of Transportable Ground station, like
Electrical and mechanical Phases are per client requirement.Installation and maintenance of the command and console devices like the video server unit, and VHF/UHF radio equipments in Fixed ground stations and Transportable Ground station.Installation and maintenance of FGS and TGS communication devices like UHF/VHF Radio Systems including Wolfsburg’s RT-5000, C-5000, EO/IR, SATCOM-EXPLORER-700 and other equipments.Monitoring and guiding the Installation process of overall system.Ensure all the devices are working as per requirements.Creating and carrying out Test procedures for the System.Preparing ATP (Acceptance Test procedures).Maintenance of Multi-Spectral Targeting System (MTS), multiuse electro-optical
• Troubleshooting the ongoing Trouble Tickets related to Data from various vendors Alcatel-Lucent, Ericsson and Huawei using their NMS.
• Major Task is to clear the Outages as soon as possible by identifing the Fault Network or Faulty equipment (faulty card).
• Provide technical support to field technicians and co ordinate with them to solve the ongoing issues.
• Co ordination with different deparments (Transmission NOC, Power NOC) to get full information about an on going Outage or issue.
• Update Access Database with New and Missing Information.
• Prepairing daily outage report and indicating if it was resolved with in KPI.
• Involved in O & M and rectification of alarms of Ericsson transmission equipments.
• Ensure that network performance is of highest quality so as to meet international standards.
• Analyze and resolve Typical/Critical issues with co-coordinating field engineers within stipulated time.
• Monitoring and rectification of alarms at Local access sites of GSM.
• Capable of using alternate procedures and processes for restoring communications during primary or secondary path outages.
• Solid communication skills via telephone and email with a strong professional demeanor in a highly charged environment.
• Co-ordination with Field team for trouble shooting of problems related to power.
• These activities will include network surveillance, issue triaging, circuit testing management and hardware replacement.
• Arranging dispatches and tests to prove network reliability and isolate issues from the network, thru the use of Integrated Testing System, Network Management tool.
• Provide daily and weekly reports and updates to managers requesting review in escalations and client concerns regarding network performance and outages.
To perform site survery of 2G and 3G sites.
To plan & assign the work for accomplishment of our target at the prescribed time frame to the client.
Managing Site Survey for transmission Activities of BTS & BSC.
Ability to communicate well with other team or external people in order to solve network problems.
Participates or coordinates the on-going activities of a project team, according to the planning, timing, budgeting and available resources.
Dimensioning, Optimization and Tuning of Transmission Network.
Installation, Commissioning & Integration of MW Links; MW Equipment, Paso Link for NEC Microwave Equipment.
Action to solve transmission problems & Production and follow-up of work performance indicators.
LOS Survey for transmission Activities.
Alarming & Protection System (Fire Fighting System, Aviation Light & Generator.
To trace out different types of alarms and to troubleshoot.
Perform Microwave Radio capacity and frequency planning.
Line of Sight (LOS) survey & verification.
Familiar with telecommunication tools such Anritsu site master.
Comissiong, Testing and Troubleshooting of Microwave Equipments.
Perform Antenna System Measurements such as Return loss, VSWR and DTF for Distance to Fault using Site Master.
Re-tuning, Testing & Alignment of MW Links;
Microwave Antenna Dismantling and re-installing;
Coordinates and informs NOC staff on start-up and end of activity.
Knowledge on both hardware and software of Huawei BTS & BSC & transmission equipments.
Skilled and motivated with knowledge in GSM, CDMA technologies and can achieve proficiency in any related field undertaking short term courses in a relatively short time.
Ability to perform work independently within the given deadlines although in team.
Preparing Site Survey and weekly reports.
Installation of Voice Boards of Eicon, NMS, Dialogic.
Operators across all the circles, to bring them on board and provide Value Added Services to the respective IDEA, VODAFONE, BSNL & AIRTEL.
Working on ISDN PRI and SS7 Technologies.
Developing all types Interactive Voice Responses (I.V.R).
To operate out-dialers, in-dialers & applications.
Understanding, implementation & Analyses of different I.V.R
Live remote server monitoring, Responsibility for taking All Server backups.
Configuring VPN connection and installation of VPN.
To monitor the Call Processing and E1 maintenance.
Report analysis and Reporting using Mysql Database.
Creating Logs and Tables
Managing various services on SMS Short Code 55352, and 55120, 52220 and other Content services to the Operators, Aggregators.
To track and analyze the Hits/ MOU (Minutes of Usage) received on various services on a daily basis.
Coordinate with Circle level VAS managers to promote the service through SMS and handle the subscriptions of News, Jokes, sports, Health tips, Astrology and more.
To coordinate with various teams to maintain the product/service through its entire life cycle like Ideation, Development, Customization, Integration, Testing, Implementation, Tariffing Promotions, Timely updation of content Varied Cross Functional Experience in the field of Strategy, Customer Relationship Management, Business Development.
MIS development for Daily monitoring as per business requirements
Weekly & Monthly Sales & revenue reports and analysis
Meeting with the client on a periodic basis to understand their concerns and requirements
Customizing services as per clients requirement
Providing new strategies and initiatives in the work module for quality & cost along with achieving effective targets in given timeframe
Managed a Team of 30, which Provided Value added Services across Telecom Operators.
Certification I had done certification on GSM & RF OPTIMIZATION from BSNL (Bharath sanchar nigam limited) India, and successfully completed the certification. Achievements: Our Portal 55120 was selected as the best portal offering Vas Services By the Operator Over Achieved the Revenue targets Month on Month.