Jimmy Joshi
Service Management | Project Management | Solutions Design | Customer Success Strategy | Process & Operations Excellence | Risk & Compliance
Thane
Summary
With 14 years of experience in service management, I specialize in planning and implementing operational solutions that prioritize customer satisfaction in the ITES, Telecom, and Contact Centre industries.
I have a strong background in ITIL best practices and exceptional problem-solving skills, allowing me to efficiently lead IT service management transformations and resolve issues quickly. I have honed my expertise in project and service management, portfolio management, and team training and development through extensive industry experience.
As a self-motivated professional, I am dedicated to delivering exceptional customer experiences and exceeding top-quality standards. I believe in maintaining a laser focus on customer satisfaction and am committed to driving success in service management and IT operations. With my broad range of experience and skills, I am a valuable asset to any organization across various industries.
Overview
17
17
years of professional experience
1
1
Certificate
Skills
Service Management and Transition
undefinedProjects
- 5G network commercial launch
- Migration to cloud data centers
- Managed File Transfer migrations for mobile
number portability - Designing integrated diagnostics system
- Service Desk transition with due diligence
and knowledge transfer - Record of Processing Activities, Minimum Control
Standards audits
Work History
Assistant Manager
Tech Mahindra Business Services Limited
Mumbai
07.2022 - 02.2023
- Conducted compliance assessments, identified risks, and developed strategies for the UK GDPR, OFCOM, FCA and ICO regulatory compliance.
- Implemented and advised on effective compliance programs, including employee awareness campaigns to drive customer data saving, data leakage prevention, Subject Access Request.
- Designed self-learning modules for annual compliance checks, ensuring continued adherence to regulations and industry standards.
- Collaborated with internal and external teams to deliver an award-winning W.A.R (War Against Risk) compliance initiative, driving a culture of risk management excellence.
- Facilitated external audits, such as GMS, ISO 27001, and ISO 22301, to ensure regulatory compliance.
- Conducted reviews of commercial and confidential documents, such as Master Service Agreements, Business and IT Security, and Enterprise Security framework policies, to identify compliance gaps.
Senior Executive
Tech Mahindra Business Services Limited
Mumbai
09.2017 - 07.2022
- Led the end-to-end delivery of contact centre transformation, overseeing budgeting, workspace and infrastructure setup, workforce management, and customer interaction routing for a UK based telecom service provider.
- Steered business transformation project to on-board new IT infrastructure, billing, provisioning and CRM systems.
- Designed and oversaw the implementation of knowledge management technology to enhance user experience (UX) design, optimize search engine rankings (SEO), and improve database accessibility.
- Collaborated with cross-functional teams for smooth deployment of 5G roll-out, 3G refarming, enabling 4G/VoLTE, delivering eSIM capabilities.
- Participated in OSG steerco meetings for OLO and MVNO to resolve MNP, connectivity, and roaming related issues. Presented challenges to business owners to create permanent solutions.
- Oversaw critical change deployments for clients and internal technical deliveries as CAB member.
- Participated in various crucial meetings as core member of Crisis Management team, suggested quick remedies and workarounds, drove resolution.
- Reviewed and approved HLSD and SoR for technical deliveries, provided valuable recommendations for solution design.
- Identified areas for improvement resulting in an impressive annual cost savings of $800K, recognized by client and accounting team.
- Recognized for going beyond contractual obligations, developed RFCs to prevent incident recurrence and test for replication of problems.
- Led cross-functional teams in identifying solutions, root causes, and best practices in accordance with the problem management strategy.
- Worked closely with multiple vendors to ensure the delivery of high-quality services
as per contractual requirements. Ensured appropriate agreements
in place, such as Working Level Agreements (WLA), Interlocking agreements, and Service Level Agreements (SLA) to manage service levels and quality in a highly complex telecom set up. - Oversaw transition of multi-departmental Help Desk into IT/Telecom Controlled Service Desk, improving service delivery.
- Worked closely with vendors, ensured appropriate agreements in place, monitored vendor performance and conducted regular reviews.
- Served as primary point of contact between vendors and organization, ensuring effective communication and resolving issues.
Executive
Tech Mahindra Business Services Limited
Mumbai
11.2012 - 08.2017
- Oversaw incident management activities within the organization, providing troubleshooting and updates to senior management team during high severity outages for voice, data, self-service, OSS and ESS applications.
- Optimized incident lifecycle, leading to better MTTA, MTTR. Ameliorated overall process for medium and low priority incidents and service requests to create better customer experience for single customer fault incidents.
- Collaborated with network teams and system administrators to develop and implement monitoring tools, troubleshooting documentation, and process improvements.
- Specialized in critical applications and worked closely with support, development, and change management teams to provide comprehensive support to stakeholders and ensure all necessary teams were involved in incident resolution process.
- Coordinated daily operations for the Major Incident Team, ensuring all tasks were completed on schedule and directing all parties involved to work effectively together for successful outcomes.
- Recognized for exceeding contractual obligations and fostering a positive vision for service management operations.
- Mentored and trained seven new Major Incident Managers.
Technical Support Representative
Tech Mahindra Business Services Limited
Mumbai
05.2008 - 10.2012
- Coordinated with Level 1 technical support to transfer calls related to network, broadband diagnostics outside their scope.
- Troubleshot complex RAN and core related technical problems with extensive knowledge and experience.
- Escalated tickets to Level 3 support for high-priority or critical issues.
- Onboarded and trained junior technical support specialists, developed and delivered comprehensive training programs for technical support.
- Mentored junior team members for success in their roles.
Senior Test Supervisor
Suveg Ultrasonic Company
Navi Mumbai
07.2005 - 04.2008
- Interpreted and evaluated test results in accordance with applicable codes, standards, specifications, or procedures for non-destructive testing of products or materials Selected, calibrated, or operated equipment used in non-destructive testing.
- Prepared detailed reports on non-destructive testing results, analyzing data and presenting findings to stakeholders.
- Produced accurate, detailed, and easy-to-understand reports Ensured products and materials met quality standards using expertise in non-destructive testing.
- Committed to upholding industry best practices and providing highest level of service to clients.
Education
Bachelor of Commerce
Certification
ITIL V3 Foundation
Trainings
- CCNA
- MCSE
- Lean & Agile
- Scrum
- Business Process Improvements
- 5G NSA set up by Huawei
Timeline
Assistant Manager
Tech Mahindra Business Services Limited
07.2022 - 02.2023
Senior Executive
Tech Mahindra Business Services Limited
09.2017 - 07.2022
ITIL V3 Foundation
04-2015
Executive
Tech Mahindra Business Services Limited
11.2012 - 08.2017
Technical Support Representative
Tech Mahindra Business Services Limited
05.2008 - 10.2012
Senior Test Supervisor
Suveg Ultrasonic Company
07.2005 - 04.2008
Bachelor of Commerce
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