Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Training
Phone
Personal Information
Timeline
Generic
Anurag

Anurag

Noida

Summary

Having a total ICT experience of more than 20 years in OSS/BSS solution/product support, deployment, verification, and leading a team. Currently working as a Service Delivery Line Manager with Operational Responsibility of Global Support Delivery Manager MEMA Market in Ericsson BOS Global Support. Current responsibilities encompass subject matter expertise in people management and operational oversight for Ericsson BSS portfolio, delivering products and solutions to global customers. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

22
22
years of professional experience
1
1
Certification

Work History

BOS Global Support Delivery Manager -MEMA & Service Delivery Line Manager

Ericsson India Global Services Pvt. Ltd.
Noida
08.2023 - Current
  • Achieved highest CSR KPI performance among market areas over two years.
  • Drove AI automation and cloud-native competency within BOS SDU India.
  • Prepared 135-member BOS India support team for cloud-native readiness.
  • Led AI accelerator program to facilitate adaptation to generative AI tools.
  • Reduced emergency CSR incidents in BOS operations through strategic interventions.
  • Engaged in project support and execution for timely product fixes on critical cases.
  • Streamlined processes to improve efficiency in service delivery across multiple projects.

BOS Local Operation Manager & BOS Service Delivery Line Manager - SDU India Support

Ericsson India Global Services Pvt. Ltd.
Gurgaon
09.2021 - 07.2023
  • Managed local operations for core commerce products, resolving global CSR escalations effectively.
  • Led Telstra's first DXP implementation, contributing to overall project success through strategic support.
  • Developed expertise in DXP and EOC-ECM, assembling a proficient team of 15 individuals.
  • Provided timely support to global CSRs within six-month timeframe, improving service delivery.

BSS Local Delivery Manager & BSS Service Delivery Line Manager - SDU India Support

Ericsson India Global Services Pvt. Ltd.
Gurgaon
09.2019 - 07.2020
  • Drove engagement with PDU team to support escalations and resolve issues on EM.
  • Managed delivery schedules while coordinating tasks among cross-functional teams.
  • Implemented process improvements to streamline delivery workflows and increase efficiency.

Service Delivery Line Manager

Ericsson India Global Services Pvt. Ltd.
Gurgaon
04.2016 - 08.2019
  • Served as subject matter expert for Ericsson BSS in global operations management.
  • Handled customer service requests and emergency support for global clients on Ericsson mediation products.
  • Performed high-level troubleshooting to resolve live network issues and implement preventive measures.
  • Managed technical escalations for multi-mediation platforms, ensuring swift resolutions.
  • Supported presales and sales teams on mediation solutions, enhancing client engagement.
  • Collaborated with product design teams to address product faults and improve solutions.
  • Led operational readiness for new technologies, driving improvement initiatives across domains.
  • Oversaw team performance metrics, ensuring alignment with key performance indicators (KPIs).

Specialist - Customer Support

Ericsson India Global Services Pvt. Ltd. (EGI)
Gurgaon
04.2011 - 03.2014
  • In this role working as subject matter Expert & Technical Team Lead in Global Support for BSS products and Solution.
  • Handing Customer CSR/Ticket handling in Ericsson Charging System Solution and Multi mediation (Online & File & Event).
  • Handling technical customer escalation and mentoring team on the Technical issues.
  • Work as team lead and allocation of work in the team.
  • Work as solution architect in multiple BSS development of BSS solution and Multimediation.
  • Supporting presales and sales team on BSS & mediation solution.
  • Worked on Veritas Cluster server, EMC storage, VMware and Linux & oracle support.

Senior Engineer Intelligent Network

Ericsson India Pvt. Ltd
Kolkata
07.2006 - 04.2009
  • Worked, Supported and Integrated in all Charging System Node.
  • Worked for projects in Ericsson EAST Zone Charging System Nodes Support, Integration and Implementation.
  • PPS to Charging System 3.0 Migration.
  • Integrated and Supported Ericsson Multi Mediation file and Event & Online Mediation Integration to 3pp application with Diameter, Parlay and Radius.
  • Supported and Integrated the Ericsson Multi Activation (service provisioning in HLR) node.
  • Supported Charging system IP and MPBN network.

Software Engineer

Xius Technologies Pvt. Ltd.
Hyderabad
09.2005 - 06.2006
  • Working as software engineer to write Java code & pl/sql queries, on-site product deployment & support.
  • Infinet Charging Solution (Prepaid) O&M, Integration & support.
  • USSD Gateway O & M, Integration and support.
  • Oracle 9i database Administration and Housekeeping.
  • Location Based Tariff and Normal Tariff Configuration.

Software Engineer Telecom-VAS

Siemens Information System Ltd.
Gurgaon
10.2004 - 09.2005
  • Working as software engineer and worked on VAS Software Applications Missed Call Alert, Caller Ring Back tone and Welcome Messaging.
  • Worked for IVR and Appgen Call flow configuration tool.
  • Responsible for Coding, Unit testing, System Testing.
  • Coding in Java, C++, ProC and Pl/SQL.

Education

MBA - Customer Relationship Management

Symbiosis School of Distance Learning
Pune
12.2010

Bachelor of Engineering - Information technology

United College of Engineering & Research Technology
Allahabad, U.P
07.2004

Skills

  • GenAI tools and co-pilot support
  • Cloud native technologies
  • AI and automation
  • Service delivery management
  • BSS/OSS solution expertise
  • Project management (PMP)
  • SMS and GitOps
  • Agile development practices
  • DevOps methodologies
  • CI/CD processes
  • ITIL framework
  • Lean Six Sigma Green Belt
  • System integration strategies
  • Technical support services
  • Customer relationship management
  • Performance monitoring techniques
  • Cloud computing solutions
  • Quality assurance practices
  • Data analysis skills
  • Resource planning strategies
  • Continuous improvement initiatives
  • Problem solving abilities
  • Team leadership skills
  • Stakeholder engagement strategies
  • Effective communication skills
  • Change management processes
  • Customer complaint resolution strategies
  • Business analysis expertise
  • Delivery management practices
  • Stakeholder management
  • Cross-functional collaboration

Certification

L1 Certification for first level Line Management (3pp Assessment) 2016

Languages

  • English
  • Hindi

Hobbies and Interests

Traveling

Training

  • Experience leader’s Program, 04/01/26
  • DevOps Plus, 12/01/20
  • Ericsson On the MOVE, 11/01/20
  • Ericsson Digital Transformation, 10/01/20
  • LCC- Leadership Core Curriculum, 09/01/17
  • Lean Six Sigma Green Belt, 01/01/17
  • LFP- Leadership for Professional, 12/01/16

Phone

+91, 9560-493579

Personal Information

  • Passport Number: Z3652763
  • Date of Birth: 09/05/83
  • Nationality: Indian
  • Marital Status: Married

Timeline

BOS Global Support Delivery Manager -MEMA & Service Delivery Line Manager

Ericsson India Global Services Pvt. Ltd.
08.2023 - Current

BOS Local Operation Manager & BOS Service Delivery Line Manager - SDU India Support

Ericsson India Global Services Pvt. Ltd.
09.2021 - 07.2023

BSS Local Delivery Manager & BSS Service Delivery Line Manager - SDU India Support

Ericsson India Global Services Pvt. Ltd.
09.2019 - 07.2020

Service Delivery Line Manager

Ericsson India Global Services Pvt. Ltd.
04.2016 - 08.2019

Specialist - Customer Support

Ericsson India Global Services Pvt. Ltd. (EGI)
04.2011 - 03.2014

Senior Engineer Intelligent Network

Ericsson India Pvt. Ltd
07.2006 - 04.2009

Software Engineer

Xius Technologies Pvt. Ltd.
09.2005 - 06.2006

Software Engineer Telecom-VAS

Siemens Information System Ltd.
10.2004 - 09.2005

MBA - Customer Relationship Management

Symbiosis School of Distance Learning

Bachelor of Engineering - Information technology

United College of Engineering & Research Technology
Anurag