Program Manager -Group Company 50 LOB+ Technology ops
Reliance Communication
Total years of experience :22 years, 0 Months
Reliance ADAG: - Sept 2006 to Present. \[Mumbai - DAKC - NHQ\]
Service Delivery -(Pan India) Managed Services, Group - IT, BPO, RADAG Group 50+ LOB, OCT - 2008 till date
• IT IS Portfolio management, Sales Support, Telecom Managed Services, BPO and RCOM BSS-OSS Telecom Operations.
• Drive vision, strategy and core initiatives of the organization and tracks execution against the business priorities.
• Client relationship, Service and Business relationship management with Business Units at Leadership & CXO levels
• Planning, Design and strategy for Managed Services & ITIS
• AOP management, Managing Multi Vendor Contracts, Relationships, Sourcing/Requisition and Payment Processes.
• Improve business efficiency, analyze and recommend business processes, application solutions or development tasks.
• Business Analysis, Pre-sales & solutions on Managed Services & ITIS
• Developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure (LAN & WAN), Data Centre, ERP / Applications (SDLC), communication systems, OSS-BSS, call centre technology operations.
• Create, Implement and drive IT policies, procedures, benchmarking and best practices.
• Program Management of rollouts, projects with demos, POC, pilots and competitive benchmarks.
• Build excellent Multi Vendor/Outsourcing relationships and effectively manage the same through well defined KRA / KPI.
• Implement Functional & Operational excellence, enabling resource management (People and infrastructure).
• RFP, RFI, Contract & Scope of Work Management, pricing negotiation and approvals as per the pricing policy.
• Create Functional Strategy & catch up plans for presenting to management on monthly, quarterly & annual basis.
• Span of Control: RMS 250+, FMS 800+, IMS 100+, Appraisal against Functional KPIs and Business deliveries.
Regional Head Customer Operations RCOM- South & West - INDIA, HQ - Top 150 Key Accounts, Sept 2006 to Sept 2008, Telecom and Data Centre, Enterprise business - National Profile, Reliance communication; http://www.reliancecommunications.co.in/webapp/Communications/home.jsp \[ Mumbai-DAKC-NHQ \]
• Responsible for 600cr business and its health matrix Lead managing the Program Management for Key accounts
• Core function is of handling Customer advocacy and corporate strategy for Key accounts under FAB in e-TOM, NGOSS.
• Extensive systems, people & process management skills in Customer operation, network, managed services, IDC, technology operation and projects
• Driving OSS-BSS business requirements & Contact centre technology & operations for the business.
• Lead proposal/solution presentations and discussions as per the requirements of the customer.
• Bringing in the expertise & processes of competitors Best practices and benchmarks to RCOM
• Achieve defined customer QOS / SLA targets, resolution of faults and Service uptime.
• Auditee for TRAI and ISO audits
• Strategic planning to orchestrate end-to-end service management, performance measurement through KPI for the function.
• Interfacing with Regional Account teams, Sales Support, Access Management, Product Development, OSS-BSS, Field and Network Operations groups in India and FLAG
• SPOC representing ICO function for all Cross Functional Delivery & Support requirements
• Create Business Strategy & catch up plans for presenting to senior management on monthly, quarterly & annual basis.
• Handling BPO operations for Enterprise Business.
• Span of control is 65+ Prg Managers and the team under them, with 25 engineers and 6 supervisors in NNOC.
VSNL Head Quarters Mumbai: DEC 2005 to SEPT 2006.
Manager \[SLA\] Corporate office, Dec 2005 to Sept 2006, NHQ- SA & SD-Telecom, National Profile, VSNL \[Mumbai.\]
http://www.vsnlinternational.com/, http://www.vsnl.in/corporateservices/business.php, http://www.tata.com/vsnl/index.htm
• Responsible for driving initiatives to ensure retention of business originating out of strategic partnerships with international carriers and corporates leveraging strengths of VSNL customer service team.
• Global profile for VSNL Group for complete SLA management, execution and compliance.
• Road Map executed to have SLG / SLA signed with International carriers and National carriers..
• Ownership of End-to-End customer SLA on EBU, IBG, WBU and Managed services business for VSNL, VSNL international, .
• Ownership of all Service Credit issues at Delivery and Support stage for VSNL and VSNL international.
• Front end SLA related discussions with multi functional team in HQ \[Sales, Product team, OFG, SPT, CS and OPS.\]
• Driving SLA initiatives across VSNL network backbone, identifying gaps, initiating performance management w.r.to TT handling.
• Meeting Priority Customers in Metros and Cosmos to Gauge customer expectations and set correct expectations.
• SPOC for the SLA Management for internal and external clients of VSNL.
• Co-ordination with Service Planning team, Product management team, Business Unit, Customer service and operation on all new product releases and relooking at existing products on Service quality parameters.
• Drive and contribute signing-off of the bilateral agreement with carrier under the OSS/FCS/Bilateral binding by providing necessary inputs for provisioning and complaint management and ensuring their incorporation
• Developing the Carrier plan based on carriers classification and aligning the same with the level of SLA commitment
• Front end SLG related discussions with International carriers and National carriers with in the VSNL internal functions to align the goals on deliverables and expectations.
• Identifying the best in class process adopted by different carriers for provisioning and complaint management for benchmarking and leverage the same in form offerings to wholesale customers
• Driving OSS-BSS solution implementation for VSNL.
• Driving QOS & KPI for VSNL Customer Service Function
Achievements \[Selected\]::
• Awarded “The Achiever” in VSNL for SLA process and process automization for VSNL.
• Was able to conceive the unified theme for SLA, and sell it across all stake holders within VSNL and VSNL international.
• Lead managed OSS - BSS discussion and implementation of OLA, SLA and SLA claims across VSNL and VSNL international.
Wipro Mumbai: OCT 2003 to Dec 2005
Team Manager \[L5\] Operations, May 2005- Dec 2005, MS-ACCESS, Proj Transition-ITES-RDBMS, Wipro BPO ltd, Mumbai. http://www.wipro.com/bpo/index.htm
Key Area:
• Pilot project, Project transition from GTSC Bangalore, The only global Support, Microsoft Access, Enterprise Technical Support
• Managed SLA / SOW / RFP
• Handled Head count of 40 B-tech / MCA engineers, Attrition, Appraisal and performance management.
• Hiring, client review, operational KPI, Escalation management.
• SPOC for Technology.
Achievements \[Selected\]:
• Appraisal in Wipro : 2004-2005
Awarded Topper in 20 Team Managers in Microsoft Processess by Score as well as Rank.
• 15 yellow belts under the SIX sigma project undertaken.
• 3 Six Sigma projects completed successfully.
Reviewing Officer: GM and Sr.VP
Team Manager \[ L5 \] Operations, October 2003 - April 2005, MS-BBN, Proj Transition-ITES-Telecom, Wipro BPO ltd, Mumbai.
Key Area:
• Pilot project, Project transition, global Support, Microsoft Broadband, Technical Support.
• Managed SLA / SOW / RFP
• Responsible for SLA, 17 Team managers, 17 Sr.Techs and 240 TSA, MSHOT cases as Duty Manager.
• Hiring, meeting operational KPI, attrition control, Client review, Escalation management, Work force Management.
• SPOC for Technology.
Achievements \[Selected\]:
• Handled the largest team on the floor and have managed as many as 38 consultants under 3 teams
• I hold 15 Pragati’s / kaizen for the initiatives I have taken in this process.
• Awarded consistently for the Best Team Based on Client CPM’s.
HCL Info systems Ltd: July 2002 - Oct 2003. \[Client - South Indian Bank ltd\]
Project Lead: Implementation & integration-IT Infra -BFSI, Mumbai. http://www.hclinfosystems.com/
Key Area:
• Business consulting WAN and LAN implementation & System integration for South Indian Bank.
• Solutioning and buy in from the client.
• System integration and Network implementation on green filed- BOO framework.
• Vendor management for deployment and support
• Liasoning with Telco’s for provisioning, Assurance, billing.
• Project tracking, reporting & communication to stakeholders with Overall Delivery of IT, Management and New Rollout.
• Network monitoring, inventory management, Redundancy planning, Risk mitigation, adhering to banking IT policies.
• Responsible for Uptime of network backbone, banking applications and timely execution of all branches getting online and integration of associated components for all India network.
Achievements \[Selected\]:
• Completed the project execution before time on NORTEL platform without any training on Nortel Products.
• Client appreciation and recognition for the role I played and lead managed the project delivery and project management.