Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Timeline
Generic

Charajith Chandran

Dhanori

Summary

Dynamic General Manager with extensive experience at TATA Communications, excelling in SLA management and service assurance. Proven track record in leading cross-functional teams to enhance operational efficiency and customer satisfaction. Skilled in project management and stakeholder engagement, driving process improvements and delivering strategic initiatives in telecommunications.

Overview

22
22
years of professional experience

Work History

General Manager - Projects

Globe Teleservices Private Limited
10.2024 - Current
  • Oversees large-scale programs, ensuring strategic alignment, timely delivery, and budget adherence.
  • Leads cross-functional teams, manages stakeholders, identifies and mitigates risks, and implements process improvements.
  • Act as a bridge between the technical team and non-technical stakeholders, translating complex technical information into understandable insights for leadership and relevant stakeholders.
  • Contribute to the resources, planning, and development strategy.
  • Give visibility on workload and resource utilization to higher management.
  • Capture the action items from the meetings (both internal and with teams), and publish them along with the collated action items and their updated status.
  • Manage the project plan and provide the timelines.
  • Make sure to provide a timely response on the pending items from the team.

Deputy General Manager - Operations

TATA Communications Limited
04.2019 - 09.2024
  • Lead managing 24/7 NOC and SOC operations for mobility, IPX, and IoT services.
  • Mobility product support for international roaming, GRX, mobile messaging exchange, and IoT services.
  • Service realization: Defining roles and responsibilities.
  • Defining SLA and OLA for customers and suppliers.
  • Service assurance fault resolution process.
  • Fault prioritization within CRM according to business requirements.
  • IT Interface - Designing and implementing changes in CRM to support customer complaints and supplier follow-ups as per product requirements.
  • Customer Service Guide Preparation and Planned Event Management.
  • Service review meetings with customers (weekly/monthly).
  • Incident review of the prolonged outages.
  • Problem management of recurring events.
  • Inventory management and customer portal adoption to view the services and incidents.
  • Automation.
  • Escalation Management.
  • Customer engagement is essential to drive the organizational CSAT goal and foster continual service improvement.
  • Tracking and meeting operational matrices.
  • People Engagement ESAT.
  • Periodic cross-functional performance review with Executive Management, Sales, and Product.
  • Meeting customer commitments and ensuring a high degree of conduct, professionalism, and service knowledge of TCL products.
  • Providing RCA (Root Cause Analysis) on major and critical incidents to customers and internal stakeholders to retain business.
  • Ensure that all the operational tickets are worked on within the existing SLA, including escalations and vendor-fix agencies.
  • Work as the single point of contact (SPOC) for high-revenue customers in the case of urgent, service-affecting issues, and get all parties involved in a bridge to restore the services with minimum downtime.
  • Chair service meetings with customers and vendors on an as-needed basis to discuss the service improvement plan and to facilitate the current and future needs.
  • Set up a bridge call with the customers and internal stakeholders regarding the outage and high complaint flow situation, depending.

Senior Manager - Operations

TATA Communications Limited
04.2014 - 03.2019
  • Escalation Management for each line of business (GVS & GCS).
  • Managing NOC/SOC Operations on 24x7 with respect to SLA adherence in terms of MTTR and MTTC.
  • Customer Satisfaction.
  • People Engagement - ESAT, Attrition & Training.
  • Service Assurance process realization for new product (IPX, GRX, LTE).
  • Worked with vendor (SLA, Assurance Workflow, Ticketing System, 1st Level of Investigation).
  • Fault Prioritization within CRM according to business requirement.
  • IT Interface - For Automation and Process Efficiency.
  • Monthly Performance Review with Strategic Customers and action planning.

Operations Manager - Service Assurance

TATA Communications Limited
07.2007 - 03.2014
  • Complaint Management for Global Voice (GVS) & Mobility Product & Services.
  • SLA Adherence in terms of MTTR & MTTC.
  • Proactive Customer Communication during ticket/fault life cycle.
  • Service Impact Analysis and Communication to customers during Major Outage.
  • Fault Prioritization within CRM according to business requirement.
  • Monthly Performance Review with Strategic Customers and action planning.
  • Proactive Monitoring on Transmission and Service Layers.
  • Fortnightly MIS Review covering Operations & Individual Performance.

Transition Manager

TATA Communications Limited
10.2006 - 06.2007
  • Planning involving developing of detailed Transition Plans, Review Tollgates, Solution Designs.
  • Actively involved in Due Diligence Activities for scope and plan finalizations.
  • Well versed with Process Mapping Procedures.
  • SLA Design, Adherence and Management during transition Performance Reviews (Internal / Clients) until handover to operations.
  • Ensuring smooth handover to Operations based on SLAs and agreed deliverables.
  • Continual Improvement for Processes.

DSL Engineer

Bharti Televentures Pvt Ltd
02.2006 - 09.2006
  • Worked on Bharti-Airtel Pilot Project (Netxpert) India's First Customer premises technical support application.
  • Conducting test on (Installation and Technical Support on Netxpert) and working on Chat Client over Netxpert.
  • SME [Subject Matter Expert] so as to provide support to both L1/L2 pertaining to technical queries.
  • Provided Level 2 Support to Bharti Broadband ADSL Customers.

Technical Support Engineer

TATA Tele Services Maharashtra
11.2004 - 01.2006
  • Handling complains related to Internet on VO-Data Card, FWT Telephone & Nokia Mobile.
  • Interact with Customer, trouble shoot complains on line and guide Customer regarding manual installation.
  • Handle complaints regarding Data / SMS feature /Tata zone.
  • Handling complains related to Broad band ADSL.

Technical Support Engineer

Newton's computer Ltd
06.2003 - 06.2004
  • Successfully administered 1000+ customers.
  • Trouble shooter hardware & software related problem.
  • Network configuring of the pc.
  • Installations/maintenance/troubleshooting of Windows 95/98, Windows 2000-Professional.
  • LAN Configuring of PC.

Education

B.E. - Electronics

Mumbai University
06-2003

Diploma - Electronics

Maharashtra State Board of Technical Exam
06-2000

H.S.C. -

Maharashtra State Board, Mumbai Division
06-1996

S.S.C -

Maharashtra State Board, Mumbai Division
06-1994

Skills

  • SLA
  • Change management
  • CRM
  • RCA
  • Managed services
  • IT service management
  • Data analysis
  • ITIL
  • Voice over IP
  • Preventive PE measures
  • Problem management
  • Telecommunications
  • Service assurance
  • People management
  • Automation
  • Incident management
  • CRM management
  • Wireless technologies
  • SCCP, Voice, and LTE technologies over MPLS
  • IOT services
  • Team management
  • Team leadership
  • Customer escalation management
  • Customer engagement
  • Escalation management
  • Project management
  • Service assurance
  • Process improvement
  • Cross-functional collaboration
  • Team leadership

Personal Information

  • Date of Birth: 11/27/77
  • Gender: Male
  • Nationality: Indian

Languages

English
First Language
Hindi
Upper Intermediate
B2
Malayalam
Upper Intermediate
B2

Timeline

General Manager - Projects

Globe Teleservices Private Limited
10.2024 - Current

Deputy General Manager - Operations

TATA Communications Limited
04.2019 - 09.2024

Senior Manager - Operations

TATA Communications Limited
04.2014 - 03.2019

Operations Manager - Service Assurance

TATA Communications Limited
07.2007 - 03.2014

Transition Manager

TATA Communications Limited
10.2006 - 06.2007

DSL Engineer

Bharti Televentures Pvt Ltd
02.2006 - 09.2006

Technical Support Engineer

TATA Tele Services Maharashtra
11.2004 - 01.2006

Technical Support Engineer

Newton's computer Ltd
06.2003 - 06.2004

B.E. - Electronics

Mumbai University

Diploma - Electronics

Maharashtra State Board of Technical Exam

H.S.C. -

Maharashtra State Board, Mumbai Division

S.S.C -

Maharashtra State Board, Mumbai Division

Similar Profiles

  • Krushitkumar Joshi

    Krushitkumar JoshiKrushitkumar Joshi

    Customer Experience Specialist at Effective Teleservices Private LimitedCustomer Experience Specialist at Effective Teleservices Private Limited

  • RAHULL HALDUNIA

    RAHULL HALDUNIARAHULL HALDUNIA

    International Project Manager - BPO - Sales & Servicing (B2B) at AAVIN TELESERVICES PRIVATE LIMITEDInternational Project Manager - BPO - Sales & Servicing (B2B) at AAVIN TELESERVICES PRIVATE LIMITED

  • SAHIL GETME

    SAHIL GETMESAHIL GETME

    Business Analyst Intern at Globe TeleservicesBusiness Analyst Intern at Globe Teleservices

  • SANDEEP DIGHE

    SANDEEP DIGHESANDEEP DIGHE

    General Manager – Projects, Engineering & TQM at Udaipur Mineral Development Syndicate (Golcha Group)General Manager – Projects, Engineering & TQM at Udaipur Mineral Development Syndicate (Golcha Group)

  • RITESH RATHOD

    RITESH RATHODRITESH RATHOD

    Assistant General Manager-Projects at Windsor Realty Private LimitedAssistant General Manager-Projects at Windsor Realty Private Limited

CREATE PROFILE
Charajith Chandran