Alok Prasad

Project: Comcast Business

• Managed a portfolio of 10+ programs/projects, ensuring alignment with organizational strategy and business priorities.
• Established portfolio governance frameworks, including prioritization models, stage gates, and executive reporting dashboards.
• Partnered with senior leadership to define roadmaps.
• Led cross-functional teams across engineering, network, cloud, and operations, ensuring seamless execution of strategic initiatives.
• Implemented RAG status reporting and KPI dashboards, enabling data-driven decision-making at the executive level.
• Identified and mitigated portfolio-level risks and dependencies, reducing delivery delays.
• Optimized resource allocation and capacity planning, improving utilization and reducing bottlenecks.
• Drove change management initiatives to support transformation programs and new technology adoption.
• Coordinated with external vendors and stakeholders to ensure timely delivery and SLA adherence.
• Delivered executive-level presentations and updates to leadership, providing insights on performance, risks, and financials.

Project: Corebridge Financials

• Infrastructure Management: Oversee the design, implementation, and maintenance of IT infrastructure including servers, storage, and network systems, voice and Automation.
• Incident Management: Ensure quick resolution of infrastructure-related incidents, minimizing downtime and ensuring continuity of business operations.
• Capacity Planning: Monitor system performance and plan for future capacity needs, ensuring infrastructure can scale with business growth.
• System Optimization: Continuously assess and optimize infrastructure for performance, reliability, and cost-effectiveness.
• Security Management: Implement and maintain security protocols, ensuring infrastructure is protected from internal and external threats.
• Change Management: Oversee the implementation of changes to infrastructure, ensuring minimal disruption to services and proper documentation.
• Vendor Management: Manage relationships with vendors and third-party service providers, ensuring they meet service level agreements (SLAs).
• Budgeting and Cost Control: Develop and manage the infrastructure budget, ensuring resources are used efficiently and cost-effective solutions are implemented.
• Compliance and Standards: Ensure that infrastructure adheres to industry standards and legal regulations, maintaining compliance with policies.
• Automation and Tools Implementation: Implement automation tools and practices to streamline operations, reduce human error, and improve efficiency.
• Performance Monitoring: Use monitoring tools to assess the health and performance of infrastructure components, proactively identifying potential issues.
• Collaboration with Other Teams: Work closely with other IT teams (like security, applications, development) to ensure alignment with business goals and smooth cross-team operations.
• Reporting and Documentation: Generate regular reports on infrastructure performance, incidents, and improvements. Maintain thorough documentation of systems, configurations, and procedures for future reference.

Project: MSIE (Verizon Communications)

• Manage the teams of network engineers.
• Dedicatedly working on Layer 3 and Security.
• Responsible for KPI defined for the team, Performance management, team management and Collaboration with various stakeholders involved.
• Performance Management -Define KRA's, Metrics and priorities for the team and ensure team's KRA's are aligned with the Management goal. Regular monitoring and provide feedback to the team members.
• Escalation management – Identify customer impacting issues by conducting RCA, ensure a proper resolution is provided for the issue, validate the solution and implement them for resolving issues. Add up the said solution as a part of quality check in process improvement to increase customer satisfaction/loyalty. Ensure all the stakeholders are communicated for the escalations and any urgent issues.
• Conduct daily team meetings/ Knowledge sharing sessions
• Collaboration with various teams/Co-ordinate and liaison with functional teams like PMO, IT for any network outage and ensure resolution on priority.
• Prepare Shift Schedule as per the business requirement on regular basis. Attendance tracking.
• Ensure client and process updates is briefed to the team.
• Track all the critical tasks and ensure their closure.
• Ensure all the Metrics are met as per agreed SLA.
• Attending Client Calls, Management Calls and any ADHOC calls
• Scheduled Transport for the team regularly as per the business requirement.
• Conduct team Meetings for Team's Performance discussion, Accenture Updates, Best Practices, Concerns/issues and one on one performance discussions
• Perform Quality Audits and publish results for the team daily. Sharing feedback with the team on findings.
• Quality monitoring.
• Coaching and counseling the Bottom Quartile (BQ)
• Seat Allocation/ Resource Allocation/Retention Planning
• Automation - Encourage team for ideation for process improvement, automation, cost/time reduction for the customer and drive innovation.
• Drive continuous Improvement projects
• Skill Matrix – Drive cross training of the team with other LOB's and learn other technologies for building a future ready team.
• Prepare monthly scorecards, dashboards and present in monthly performance/business review (MBR) with Client and Management.
• Project: Managed Service Implementation Engineering (Verizon)

Project: Cisco TAC (Cloud Support Frontline)

• Managing a team of Network engineers
• Responsible for daily management of operations including KPI & SLA achievements.
• Managing a group of indirect 80 to 90 team members and responsible for the overall direction, coordination, and evaluation of the entire unit.
• Managing staffing plans & coordinating program specific support functions to ensure departmental synchronicity.
• Directly responsible for meeting the process performance goals by managing Teams.
• Managing assigned shifts and conducting regular performance reviews and weekly progress meetings with the teams to monitor team progress and develop strategies to improve performance to the desired levels.
• Maintaining key operating procedures and other process records.
• Provide support to engineers on Cloud based software and application
• Manage a successful support team and ensure that the team consistently meets performance metrics
• Managing a Team, providing feedback to the associates based on Audits and rendering suggestions for improvement
• To ensure that the teams adhere to all the policies and procedures
• Mentoring new team members to come up the learning curve
• Responsible for managing operations &keeping a High NPS compared to other centers
• Have excellent record on basis of performance with other centers.
• Troubleshooting, configuring small business routers and switches.
• Working with Wireshark packet capture software's to analyze traffic as to where it is being blocked or failing.
• Working with the end users over the call and Webex to resolve their Issues.
• Analyzing the traffic on routers and switches where tunnels are created and rectifying the issue.
• Analyzing faulty devices and processing RMA

Project: Total Defense Antivirus

• Managing the entire financial accounts for the client Total Defense such as refunds, sales & rebates.
• Pilot 3 antivirus projects including in house antivirus with a success rate of 94%.
• Have been Onsite (India and USA) for new projects to ensure service delivery.
• Close loop the enhancement requests for TD Antivirus Software through linear-sequential life cycle models.
• Troubleshooting on customer's computer remotely to fix their issues globally.
• Tools worked on are Bomgar, Team viewer, LogMeIn.
• Support installation of computer and configuring with LAN. Install Anti-virus & Firewall for virus protection.
• Worked on various anti-virus. (Total defense, McAfee, Avast, Norton)
• Implements network security & limit the access of client computer.
• Documents issue into knowledge base and resolution for future reference.
• Being a part of Total defense escalation team for 1 year.

Project: Acronis backup and recovery.

• Troubleshooting on issues related to Acronis backup and recovery software remotely
• Tools worked on are salesforce, Team viewer, LogMeIn.
• Support installation of software and issues related to installation.
• Worked on windows servers, handling enterprise customer.
• Restoration and monitoring of servers.

Project: Verizon DSL.

• Frontline agent worked on ISP related issue.
• Providing support to US customer.
• Fixing internet related issue.
• Regular interaction with the Team Leader to improve/update the process.
• Implements network security & limit the access of client computer.
• Documents issue into knowledge base and resolution for future reference.