Manager - Telecom Services
NOMD Technologies
Total years of experience :23 years, 10 Months
NOMD Technologies, part of Future Horizons Group, provides M2M Solutions and Telecom Services across the Kingdom of Saudi Arabia, in partnership with STC.
Profile Description:
Management of Support Services for STC M2M (AVL-Automatic Vehicle Locator) subscribers.
Remote support for Field Operations Team
Responsible for Trouble Ticket Handling and Tracking.
Responsible for SLA Management.
Responsible for Incident Management.
Responsible for Technical Support for the 3G and LTE CPEs of STC.
Responsible for Continuous Improvement in Service Efficiency
Member of Core Group for Strategy Planning, Roadmap Analysis.
Reporting to the CTO.
Achievements
Achieved 100% SLA target continuously for the past 10 months.
Built and Trained implementation and operations teams.
Involved in business development and marketing promotional activities.
Spearheaded ITIL process implementations to improve service efficiency.
Positions Handled:
Zonal Technical Manager, Kerala, India Mar 12 to Aug 12
Managed the Managed Services operations of Aircel Mobile (2G, 3G) Network for the North Cluster of Kerala Circle.
Improved the Network availability from less than 95% to more than 98%.
Systematized the methodologies to audit network KPIs, Preventive Maintenance, Health Check and Incident Management.
Administered the Operational Expenses for the North Cluster, and optimized the resources.
Built, Trained and Managed the Team of Engineers, Technicians and Riggers for the day to day Network Support.
Tracked and ensured availability of Spare Parts for the North Cluster.
Established Good Working Relationship with Customer cutting across the functional verticals thus helping in Increasing the Network Coverage in terms of business volume.
Represented the North Cluster in Monthly Review Meetings.
Customer Support Services Manager, Kerala, India May 09 to Mar 12
Managed the Warranty and AMC Support of Customers under Kerala Circle, representing India TAC.
Provided local support for Event on duty, Log Collection, Preventive Maintenance, Network Rectification, Patch/Version update.
Tracked and Updated the Spare Parts Tracker for all the customers in Kerala Circle.
Collected 100% FAC (Final Acceptance Certificate) that contributed to 10% of the total revenue from the customer.
Successful in convincing the customers to sign extended Warranty and AMC contracts for their networks.
Spearheaded the CESM (Customer Expectation and Satisfaction Management) activities of Kerala Circle, and the circle was awarded best circle continuously for 2 years
NOC Head - BSNL NIB 2.2, Bangalore, India Feb 08 to May 09
Managed the NOC Operations of BSNL NIB 2.2 Pan India ADSL Broadband project as part of the O&M contract.
Built, Trained and Managed the team of engineers to support the NOC activities.
Introduced, formulated and implemented the Weekly, Monthly and quarterly reports to be shared with Customer.
Developed and implemented Incident Management, Even Management and Problem Management processes for the NOC.
Built and maintained strong relationship with Customer Management.
Successful in obtaining the extended O&M and AMC contracts from the customer.
Engineer - Fixed Network, Kolkata, India Sep 05 to Feb 08
Implemented and Supported GPRS services for Reliance Telecom for Kolkata and Indore circles.
Supported the Sales Accounts Team for GPRS activities of Airtel 3G Demo in Bangalore.
Maintained Core Network of Spice GSM, Bangalore.
Provided O&M Support for TTSL MSAN Network, Bangalore.
Led the implementation support for BSNL NIB 2.2
Provided Level 2 technical support for ADSL subscribers
Led the team to perform monitoring and troubleshooting of ADSL Mux (DSLAMs)
Defined and implemented test cases for interoperability testing of new ADSL CPEs
Team Leader for installation and maintenance of DSLAM & Connections.
Supported local telecom asset & inventory management
Pursuing MBA in Telecom Management from ICFAI (Institute of Chartered Financial Analysts of India)
