Amol Gurav

Managing offshore operations for this team including telecom technical support to operations team along with Infosys activities like Project health monitoring including budgeting and project resource management. Average team size for this duration was 80+ full time employees.

The key responsibilities played are as below:

• Workload balancing: Assigning received work among available resources maintaining proper workload balance using OSS\BSS tools to get optimal productivity from each team member.
• Expedite requests Management: Handling customer expedited requests by taking end-to-end responsibility of these tickets, troubleshooting, and resolving them. This requires deep-dive research on the existing network and disconnect impact analysis using tools like fishbowl, why-why analysis to find root cause and implementing preventive solutions.
• Disconnect Cost Optimization: Tracking end-to-end disconnection of service, especially those having third party vendor involvement, expediting workflow, coordinating with all involved parties to get swift service disconnection. This also involves identifying stranded network services where Lumen’s cost to third part is present without any revenue generation. This helps to optimize Lumen resource and increase profitability.
• Client Communication: Conducting three weekly calls with onshore managers, briefing them about weekly\monthly throughput trends, team performance & process improvements. Drive monthly operations review deck which highlight volume managed and achievements of the team.
• SLA tracking: Tracking End to End SLA of each task received & driving team to get work completed before due time.
• Quality control: Setting quality benchmarks for the process, implanting best quality practices & educating team members about it.
• Training & Process transition: Conducting training sessions for the new recruits, introducing them to client environment & basics of the process. Understanding new product and processes introduced in lifetime of project, conducting transition meetings with onshore-offshore SME and team members.
• Digital Transformation and Automation initiatives: Understanding the current process to identify automation opportunities or process optimization techniques, ideation of most viable solution through automation or Lean methodologies, implementation, and post-deployment support to these initiatives. Onshore Managers & onshore teams approve these automations are using them.

I managed team working on Optimization of existing offnet circuits at transport level more towards less expenditure network as per the inputs provided by Customer. It includes designing the optimized path for a circuit under migration, tracking and completion of migration projects of all circuits under stipulated time limit. This work involves working on client proprietary OSS/BSS tools and network protocols LAN/WAN, Ethernet, TCP/IP, SNMP, VPN, SFTP, VLAN, VoIP, DNS, DHCP. This project incorporated network and infrastructure integrations to optimize IT infrastructure for performance, security and scalability. This project dealt with basic framework of network design best practice such as defining requirements, analyzing existing network, designing local and physical topologies, testing and implanting network and monitoring and revaluation network that provides best performance in terms of optimized strategies, reduced latency, jitter, packet loss and bandwidth consumption.

• Managed a team of 40+ telecom technician, providing guidance and mentorship.

Roles & Responsibilities:
• Design Implementation - Performing Transport Layer network path designs including low to high bandwidths
• Work Assignments – Assigning received work among available resources considering skill matrix.
• SLA tracking – Tracking End to End SLA of each work received & assisting team members to completed before due time.
• Client Handling – Conducting 3 weekly calls with onshore managers, briefing them about weekly\monthly throughput trends, team performance & process improvements.
• Working with coordinated with third party ordering, network implementation & project management teams to ensure successful migrations resulting in monthly recurring cost $ savings, while ensuring no impact to customer
• Creating process documents and amend them regularly based on customer requirements.
• Mentoring teams and elevate productivity and utilization of each team members by designing and providing trainings.
• Working on inventory systems (OSS/BSS)
• Updating tracker with daily assignments

I worked with NOC team as L2 level support for customer trouble tickets, dealing with identifying faults in network path, resolving issue with network services, coordinating field technicians & assisting customers during trouble ticket time. This involved troubleshooting all severity of network issues involving LAN/WAN, Ethernet, TCP/IP, SNMP, VPN, SFTP, VLAN, VoIP, DNS, DHCP, Wi-Fi and cellular technologies. Major activities to be performed includes monitoring and analyzing various network application and systems is client proprietary tools, demonstrate expertise in network architecture, network protocols and trouble shooting. Collaborating with internal and external support groups, vendors, and service providers to diagnose and repair network issue was integral part of this work. Additionally, creating customer downtime reports, RAC- root cause analysis of any trouble, finding preventive and corrective measure was extended responsibilities.

Roles & Responsibilities:
• Working with Network Operation Control team as Technician
• Working on trouble tickets, updating client about the process & keep tickets updated & closed on time.
• Interacted with customers to collect information and find issues, pricing quality technical support and customer service.
• Implemented, maintained, and repaired routing, IP switching, firewalls, and remote access protocols for multiple network devices across locations in US.
• Monitoring and reporting alerts for remote infrastructure and applications using PuTTY and other client proprietary tools ensuring high availability and reliability of network services.
• Performed transport part trouble shooting involving equipment
• Understanding End-to-End network path, finding flaw areas, troubleshooting, or dispatching field technician to error locations (if required), coordination between field technician & customer.

Project Description: This project was for one of the US top Telecom Service providers.

The project was dealing with Optimization of existing moving existing network path to less expenditure network as per the inputs provided by Customer. It includes designing the optimized path for circuits under migration, tracking, and completion of migration projects of multiple bandwidth circuits under stipulated timeframe.

• Designing network path as per scope
• Maintaining optimal distance path so as to reduce signal delay
• Follow the process flow in order to implement designs on schedule
• Maintaining Quality by implementing all quality parameters
• Optimizing Transport Layer Telecom network path in order to optimize delay. These network paths involved bandwidths ranging from basic to Ethernet (GIG-E) bandwidths
• Design network path on inventory systems (OSS/BSS)
• Working in sync with ordering, network implementation & project management teams to ensure successful migrations resulting in monthly recurring cost $ savings while ensuring no impact to the customers.
• Playing the role of SME to help new resources in the understanding of the process.
• Responsible for analysis of issues to resolve it.
• Issue Resolution – Assisting Team member is their daily activities by resolving issues

Project Description: This project was for one of the US top Telecom Service providers.

The project was dealing with Optimization of existing moving existing network path to less expenditure network as per the inputs provided by Customer. It includes designing the optimized path for circuits under migration, tracking, and completion of migration projects of multiple bandwidth circuits under stipulated timeframe.

• Working with Network Management team as Technician
• Designing telecom network path involving equipment like CISCO 15454, Ciena CoreDirector, Alcatel 1631 implementing minimal signal loss
• Optimizing Transport Layer Telecom network path in order to optimize delay. These network paths involved bandwidths ranging from low to high-level Ethernet bandwidths
• Working on inventory systems (OSS/BSS)
• Responsible for transport part trouble shooting
• Working on trouble tickets, updating the client about the process & keep tickets updated & closed on time
• while ensuring no impact to the customer.
• Updating tracker with daily assignments & assisting reporting

• Worked on Web tool development project
• Responsible for developing HTML page, JSP, Java codes in struts framework
• Maintain Oracle datable on Tomcat server
• Designing High level module & performing module code designing
• Key Resource in Debugging & trouble shooting code