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Summary

Strong management experience of 16 years in the telecom sector with expertise in Network Operations and reporting straight into the CEO board to the EVP of Operations and Engineering.  Self-driven target oriented able to deliver within set expectations and drive continual improvement.

Work History

Jan 2012Present

Director NOC and Assurance

Interoute Communications Ltd

Provide a strategic leadership and oversight to the NOC management. Set strategic and tactical priorities that align with business objectives.
Ensure a high performance of network and customer services.
Ensure key accounts sensitive and enterprise customers and top level escalated issues are prioritized and their faults fixed in a timely manner
Actively works with sales, regional service managers and customer service and delivery teams to ensure smooth transition of network topology and customer specific know how is transferred into a knowledge database for the NOC
Recruit, mentor and build an effective network organization in support of the business.
Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.
Administer staff performance management and career development activities
Establish vendor relationships to ensure vendor related technical issues are appropriately escalated, managed and measured.
Drive other organizations for improvement of upstream processes based on clearly defined metrics and trending like Customer Care, Engineering and Service Delivery.

Feb 2010Dec 2011

Senior Manager NOC

Interoute Communications

To lead resolution of such incidents where business is or potentially could be critically impacted resulting into a severe crisis situation. Guarantee network uptime and availability to the business. Ensure high level of proactive monitoring on network and customer events. Ensure monitoring filters are updated and reviewed regularly across all platforms and alerts are ticketed in compliance with the SLA to ticket. Acceptance of new products and solutions from Product development team and ensure guidance and training to NOC engineers for troubleshooting and repair. Drive escalations when needed in case for 3rd parties, first line maintenance, contractors and providers Conduct period reviews and make sure SLA compliance is refreshed and gaps corrected. Review and manage 3rd party contractors t o ensure standards and SLA are met. To release major incident reports to a wider forum and to provide as reference to drive external customer communication.

Sep 2008Jan 2010

NOC Shift Manager

INTEROUTE
Organization: Designation: Shift Manager Job Responsibilities: Manage a shift of Transmission, IP, Voice and Hosting engineers in a 24* 7environment First escalation Point into the appropriate management functional areas to ensure timely resolution and proactive communication of service issues. Ensure NOC resources are optimally used for incidents and fault management. Maintain transparent shift handovers across different departments and clear communication with NOC management and shift staff to ensure smooth handling in a 24* 7 support environment. Manage incidents within SLA and analyze the root cause of impact and possibilities for reducing MTTR.
Oct 2005Aug 2008

NOC Shift Manager

FLAG TELECOM International

 Manage a team of NOC engineers in a 24* 7 environment for day to day shifts operations of the network. Interact with field staff for critical network and customer issues. Ensure training and technical competence of NOC Team is achieved and improved on an ongoing basis. Ensure the availability of all networking and communications services and support on a 365* 24 basis. Ensure faults and network issues are resolved within SLA and KPI for the network team are met. Provide on call support for all Network Elements, Network Management Systems and other issues on the network for problem resolution and recovery. Act as an interface for all 3rd Level Support groups. Provisioning of circuits for new turn up and testing, and acceptance of new services delivered to customers. Also was involved in the acceptance of new networks and products in GNOC.

Jul 2000Oct 2002

Network Engineer

TATA
Organization: Designation: Network Engineer Job Responsibilities: Monitor and Configure TDM and IP Network using management software like Silvyx manager, Cisco works and HP Open View. Monitor the SDH network for alarms and analyze the alarms for customer and network troubleshooting Conducting stability tests on network and customer services using SDH and DWDM analyzers. Configure TDM and IP circuits. Operation & maintenance of STM 2.3 Dama & TDM/TDMA VSAT Hub architecture.
Oct 2002Sep 2005

Provisioning Engineer

Reliance Communications
Organization: Designation: Provisioning Engineer Job Responsibilities: Provisioning of the customer services on Nortel Preside NMS Solution and EC1solutin. Creation of Graphical Network Views on Preside NMS Validation of assignments from Engineering Plan group, Understanding of the Network Engineering to execute the assignment as also help the team members in getting a clear picture of the assignment on hand in terms of schedule, deadlines and expected activities to be undertaken. Complete network provisioning assignment within an agreed time frame. Grooming of traffic and network optimisation, rerouting of traffic in case of multiple fiber cut. Implementation of enhanced protection mechanism. Manage planned events to insert new Elements in the Network.

Education

Jun 1996Jun 2000

Bachelors of Engineering

Mumbai Technical University