Aakriti Godre

• Working as a Technical Service Manager for the E2E Cluster Customer Service Management process and the Complaint/Incident Management process.

• Responsible for Complaint resolutions of FLX Customers which are assigned for PAN India Level on Day to Day Basis.

• Interaction with FLX Customers and Internal Cross functional departments on the faster resolutions.

• Ensuring CSAT by driving RNPS Project for the West Cluster Region. Responsible for SLA management, which is signed with customers.

• Ensuring MIS report to be generated and sent to Management periodical for Own/Regional Performance over Network Stability.

• Ensuring all KPI’s are achieved on Monthly basis which are classified as MTTR, Cx Complaint Index, Incident Reductions by Implementing timely Service Improvement Plans on Repeat Faults.

• Responsible to have Monthly and Quarterly Service Reviews with Customers on Service Stability, Customer New Requirements and Termination Retention.

• Ensuring no churn due to Service issues or other transaction issues link Rate Revision, Shifting or BW Augmentation.

• Reviewing L1 to L3 NOC Performance in Incident Management Process for timely fault resolutions.

• Monitoring Network Performance and driving Permanent Fixture over Repeat outages in defined Network Sections in Region.

• Interaction with Offnet Vendors for Cross Connect/Dark Fiber

• To maintain overall Business & Service relationship against entire Telecom Service Provider Accounts - West and GAM region
• Responsible to manage and maintain the existing business and generate revenue
• Managing Service delivery project for on Hold cases for early revenue generation
• Conducting workshops with customer for Portal training
• To lead the renewal closure on quarterly basis
• Conducting MBR, QBR and senior level meetings with customer and understand new opportunities
• Ensure quarterly SLA penalties wrt the agreed uptime are being processed with required approvals for CN for timely collections
• Handling Senior management customer escalations till closure
• Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
• Trained new employees on customer service, money handling and organizing strategies

• To maintain overall Business & Service relationship against entire Telecom along with DC and Cloud Business setup of Industry's primarily for HPE and MRD Accounts
• Responsible for managing Telecom Sales along with existing business enhancement of Cloud & Hosting customers to achieve the targeted OB
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
• Responsible for generating new business and revenue growth in all existing accounts and to achieve company defined sales goals
• Educated customers about various product options and Processed purchases
• Ensure quarterly closure of all pending Renewals of Telecom, Hosting & Cloud Services against assigned Accounts
• Timely closure of feasibility requests, for all new, upgrade & shifting requirements (e.g : MPLS/Internet/P2P Link) of existing customers
• Processing the P.O & CAFs through order login teams and tracking the orders till it goes to Service Delivery Bucket
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads
• Built relationships with customers and community to promote long term business growth
• Support Service Delivery team for smooth and timely delivery of orders
• Managing a team of Resident Engineers assigned in given set of Accounts
• To conduct monthly & quarterly Techno QBR meetings with customers to review current and expand sales opportunities
• Handling business as well as operational & delivery related escalations of customers and maintain overall quality of services provided to customers
• Churn Management and retention efforts are being done
• Also to ensure and help RA team for timely collection clearance against all submitted Invoices

• To maintain overall accountability and quality of services provided to customers
• Governance of standards and participation in Service Support functions - Incident, Major Incident, Problem management, change management, Release management, Request Fulfillment, Configuration Management, Service Level Monitoring, Availability and Capacity management and be the 3rd level escalation point of issues process Improvement
• Supporting Network Operations process owners in identifying and implementing improvements to the performance of key in order to enhance customer experience
• Finding out all cross sell and upsell opportunities lies at customer end for all existing and new products to meet the quarterly sales target
• Coordinate and manage performance and SLA compliance of existing customer network including availability, MTTR, Customer Outage Time and chronic issues for nominated customers
• Accountable for SLA reporting
• Initiate / produce customer network reporting including monthly performance reports utilizing system-generated reports where available, bespoke or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs
• Responsible for monthly Service review meeting for all assigned customers

• Identified as shift lead for all issues over incoming call, handling escalations, Client interactions, reviewing the tickets
• Mainly responsible for handling HANA Enterprise Cloud, SAAS (Software as a Service) Cloud and Internal Data Centre Cloud tickets
• Identification of networking issues, monitoring the devices that related to Cloud networking; troubleshoot the errors to first level of diagnostics
• Handled issues related to Access list, firewall, Load Balancer, general network connectivity etc
• Worked on ticketing tool like IT DIRECT, SPC
• Proper handling of tickets and meeting the IRT and MPT for it on priority basis
• Maintaining SOPs (standard operating procedure) for various networking issues in CLOUD
• Dispatching the tickets to L2 for ACL rules, firewall rules, routing issues, link issues, network cable patching & dispatching to L3 for Load balancer rules, Radius read-write user access, ISP admin access
• Proper handling of calls related to very high priority cases
• Auditing the faults handled by the team
• Sending Corrective Actions to the team members to Improve Quality of Work on the ticket
• Responsible as Escalation Manager for the shift
• Align Bridge calls between teams to resolve issue
• Taking corrective actions to avoid issues in future

• Working on PBX system for Mitel and Avaya Ip Office
• Maintaining and troubleshooting H/W or programming issues
• Remotely Accessing Customer's PABX to Configure and resolve the issue
• Configuring customer's Broadband through PABX, Configuring VOIP and Remote IP phones
• Diagnosing telecom issue with respect to lines, PABX and coordinating the same with the lines and exchange department
• Handling remote issue related to the technology, keeping in mind of the SLA, RFT, RCT, Repeat failures
• Receiving and resolving complex issues and meeting customer needs
• Remote upgrading and patching on EPABX systems
• Managed Third Line Support for the Customer
• Sending Regular reports to the Clients
• Managing the team in absence of Manager and Team Lead

• Dealing with SHDS, DWDM, WRUK and WRGB Circuit
• Tools Used for the same are Camss, CSS, Cosmoss, Woosh ETC
• Checking the composition of the faults and diagnosing the circuit for localizing the issue on the circuit
• Generating Customer Incident Reports for the service outages detailing the BT resolution steps, RCA and reasons for delay if any
• Allocated as a SPOC for one of the sub-function of the process for supervising as well as cross training other members of the team
• Collection of data regarding daily works to prepare progress reports
• Also auditing the faults as per the monthly Quality audit Plan issued by QM
• Event detection and Network management project of client and their international Customers
• Working on Live Routers and Switches
• Check their interfaces, configurations and use router commands for diagnostics purpose
• Fault isolation and monitoring of equipment through NMS (Network Management System) and Service Systems Management Tools like BMC Remedy, SMARTS, Netcool-WebTop, Citrix Server, Putty, CSS, CAMSS and WOOSH etc