Divyanshu Dhingra

• Managing directly a technical team of 12 individuals and coordinating a team of 50-60 people to deliver seamless service to customers across the globe.
• We work as a level 2 troubleshooting team that addresses faults logged by customers from across the world, primarily Europe, along with a major part of Asia, as well as some services in the USA and Australia.
• Products that we work on are primarily Wave services, Ethernet private line, Ethernet VPN, and Dedicated Cloud Access (DCA).
• I have proactively upskilled in data analytics and leveraged Power BI to develop data solutions that enhance our team’s efficiency and insights.This helped to actively monitor the queue in a more detailed manner and take more proactive decisions much faster.
• A few years ago, I took part in a project management training course to upskill myself and improve how I plan and execute projects.

• Conducted troubleshooting on technical tickets and technologies as Senior Technical Lead.
  Managed major customer escalations to ensure prompt resolution of issues.
  Coordinated with Sales to address requirements and customer escalations effectively.
  Delivered training sessions to enhance team skills and knowledge during tenure.

• I worked as a technical lead in Customer assurance team working on technologies like Wave, Ethernet, OnDemand, DCA and support on technologies like SDWAN, IP Access, CPE solution.
• My role was to work on reactive as well as proactive customer faults and provide a speedy resolution to their issues.
• It also involved coordinating with other stakeholders, like third-party providers, internal TAC and NOC teams, and sales teams.
• We worked on various vendors like Accedian, Overture, Atrica and Cisco for Ethernet technology. Ciena,Adva, Infinera were used primarily for Wave technology and cisco/juniper for layer 3 technology.
• We also worked on legacy technologies like DSL technology and SDH.

• I worked at Tech Mahindra as part of the delivery team that would test and turn up circuits for customers of a client based in Canada. We would receive orders from the client and had to provision them before the technicians would go on-site and take our support to make the service live.

I was a part of planning team that would plan the circuits in tools like Cramer and Apollo for our customers based out of UK. I worked as a part of MBNL project.

We had travelled to the UK for about 4-5 months to take knowledge training for outsourcing the project to India.

It was a project I was a part of for about two years, based out of the Bengaluru office.e.

I was a part of Reliance Communications NOC for about 10-11 months operating out of Mumbai DAKC and supporting customer related fault troubleshooting.

We were working on Nortel and Ciena devices, and working on Wave along with SDH technologies. It also involved a brief stint of 2 months in the provisioning team.

• I was working as a Transmission engineer in Delhi Area and responsible for Fault Troubleshooting of Wave and SDH technology. I was a part of field operations and responsible for an area in Delhi for any transmission related faults and managing 2-3 resources as part of operations.