Debabrat Pradhan
Chennai
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Aspiring for Mid to Senior level assignments in Project & Program Management / Incident Manager / Software Testing /Quality Management /Scrum Master with an organization of high repute.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Offshore Project Manager
ATOS Syntel Pvt Ltd
Chennai
03.2022 - Current
- Currently managing delivery for multiple the US Retail Industry accounts; AutoZone.
- Handled roles like BA, Delivery Manager & Scrum Master for different projects within Banking, Insurance & Retail Industry.
- Leading and overseeing service delivery, managing P&L, and ensuring the team's processes and tasks are carried out efficiently
- Leading team of 35 QE engineers including the Co-ordination of onsite/offshore test activities.
- Responsible for establishing people foundation for building high performing teams with the capability to deliver on business needs.
- Overall responsibility of leading, coordinating and supporting test and product approval activities throughout the project phase.
- Defect review, Tracking and Management
- SOW's & CR's Validation, Invoicing & Demand Creation.
- Responsible for Revenue Projection & Revenue Recognition.
- Be a customer advocate and influence the team in quality thinking.
- Resource Management -Onboarding, Tracking and Follow-Up.
- Resource Optimization, Forecasting, Assignment tracking.
- Created presentations outlining proposed solutions for addressing challenges encountered during program execution.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
Program Manager
Nokia Technology & Networks Pvt Ltd
Chennai
06.2012 - 03.2022
- Played multiple roles during this 10 years of engagement like Care Delivery Manager,Performance Manager, Test Manager, Program & Project Manager.
- Collaborated with teams across departments to develop effective strategies for executing programs.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Defect Tracking and follow up critical issues, reporting the Project Status on Daily and Weekly basis
- Preparation of SIT Test Plan and Final Report, Test Strategy and Effort Estimation
- Involved in Preparation of Business Scenarios and SOW and responsible for the environment issues to ensure for a smooth run in testing
- Established a testing life cycle that integrated with the overall product life cycle including definition of metrics, test plans, end to end test scenarios, test cases, defect tracking, test coverage, risk/impact analysis, and automation
- Log and report test defects to development team using test JIRA
- Identify and drive areas of process improvement, including by not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing policies/procedures, as well as developing improved support practices.
Technical Support Manager
Ericssion India Pvt Ltd
Jaipur
11.2010 - 06.2012
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Established continuous improvement initiatives to achieve KPIs.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Created and deployed new hire training initiatives.
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Heading the Service Assurance, Service Delivery and Technical support teams by facilitating solutions for customer issues.
- Responsible for Customer Service and Technical Support Operations for Technical & Non-Technical. To function as a SPOC for the Business teams for all network related issues.
Lead- Technical Support Group
ZTE India Private Limited
Bhubaneswar
07.2009 - 10.2010
- Handling of 6 TSG Engineer for Circle Customer Complaint on Network
- Responsible for managing & driving the customer service function for Enterprise Customers of Orissa Circle
- Ensure continual service performance improvement through service improvement plans & process optimization
- Engage with Service Management/customers periodically for service performance reviews to improve the quality of experience to customer
- Ensure Revenue enhancement through constant engagement & retention
- Active Support to IN (Intelligent Network) Team (Telecodia) for Prepaid Customers Like Balance Depletion, Recharge Issue, Pending Credit, Balance Unavailable, USSD Problem
- Active Support to Circle Switch Team for Various issues i.e
- Level Opening, Roaming Issues, & Call Establishment
- Monitoring & Coordination for Customer Visit with Drive Test Engineer
- Taking health check for VAS nodes on daily basis, analyzing and taking necessary steps
- Analyzing clear codes and taking call traces for trouble shooting the voice call problems in internal and for other operators
- Circle Presentation on QRC & ORM.
TSG Engineer
Nokia Siemens Network (Kelly Services)
Bhubaneswar
11.2006 - 07.2009
- Creation and modification of Subscriber's profile and services in HLR
- Troubleshooting for customer complaints related to call processing and value added services (VMS, GPRS, MMS, CRBT, SMS, Miss Call Alert) for home as well as roaming Subscribers
- Analysis & Preparation of ORC Reports for Circle
- Checking Roaming Customers Issues & testing with other operators
- Active Support to Ericsson Team for analyzing IN related complaint
- Active Support for Technical/Connectivity, Roaming, VAS and Coverage complaints till Customers’ acceptance
- Taking health check for nodes on daily basis, analyzing and taking necessary steps
- Level Opening Issues with Various Operators
- Active Support for IN, VAS, RF, Switch related complain.
Lead-Customer & Reporting Support
Reliance Telecom
Bhubaneswar
08.2004 - 11.2006
- Ensure continual service performance improvement through service improvement plans & process optimization
- Responsible for all customer inter phasing processes including centre experience, complaint management, training, sales support
- Engage with Service Management/customers periodically for service performance reviews to improve the quality of experience to customers
- Engage with Top Corporates & high value customers, build strong relationship & increase revenue
- Manage Call Centre Operations and SLA delivery, Complaints & Request handling, Process Improvements
- Service ticket / Trouble Ticket Management/ CRM / Customer Services
- Responsible for managing & driving the customer service function for Enterprise Customers
- Accuracy of the resolution: (Genuineness of the complain)
- Close loop for Customer Complaint
- FTR Passing Resolution to the front-end team and updating the same to the Customer care CRM
- Correct guide line: Escalation of the complain to various department
- Such as Tech and Non Tech
- Coordination with the various dept such as STM Tech and STM Non Tech.
Education
B.Tech - Electronics & Telecommunication
BPUT
01.2004
CHSE - Science
State University
01.2000
10th -
CBSE
Skills
- Project / Program Management
- Incident Management
- Defect Management
- Scrum Master
- Analytics & Reporting
- Transition Management
- Power Bi
- Service Ticket Management
- Escalation Management
Certification
- ITIL Foundation & Advance Certified 2013
- Certified Scrum Master 2015
- Care Project Manager Certified 2018
Databases
Microsoft SQL Server 2000
Operating Systems
- MS DOS
- Microsoft Windows
Crm
- Unicorn from Nortel Networks
- SAP
- Salesforce
- NCT
Personal Information
Date of Birth: 03/08/83
Languages
- C
- C++
Languages
English
First Language
Hindi
Proficient (C2)
C2
Oriya
Proficient (C2)
C2
Tamil
Elementary (A2)
A2
Accomplishments
- Customer Survey at GSM Networks Bhubaneswar 2004
- Customer relationship Management in Aircel during the month of March 2006
- Development in CRM in the NIIT August 2006
- Planning & Optimization at Nokia Siemens Network Bhubaneswar in Year 2008
- Presentation Skills at ZTE Telecom Bangalore in Year 2010
- Customer Performance Management at Chennai in Year 2012
- MS Packet Data, Core, Media gateway at Chennai in year 2012
Disclaimer
I have the confidence to prove myself what I have learned from my past experience and education by skillfully applying those theories in practical aspects and get the things done in the best way for the organization that provides opportunity for the growth and improvement of my potential career. I hereby declare that all the above particulars are true to the best of my knowledge.
Timeline
Offshore Project Manager
ATOS Syntel Pvt Ltd
03.2022 - Current
Program Manager
Nokia Technology & Networks Pvt Ltd
06.2012 - 03.2022
Technical Support Manager
Ericssion India Pvt Ltd
11.2010 - 06.2012
Lead- Technical Support Group
ZTE India Private Limited
07.2009 - 10.2010
TSG Engineer
Nokia Siemens Network (Kelly Services)
11.2006 - 07.2009
Lead-Customer & Reporting Support
Reliance Telecom
08.2004 - 11.2006
B.Tech - Electronics & Telecommunication
BPUT
CHSE - Science
State University
10th -
CBSE
- ITIL Foundation & Advance Certified 2013
- Certified Scrum Master 2015
- Care Project Manager Certified 2018
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