Joel Rocky Lewis
Global Operations Manager
Panvel
Summary
Experienced in Operations Management and Team Management. Skilled in leading teams to achieve operational excellence and drive business growth. Possess strong managerial skills and a strategic mindset. Committed to delivering results and exceeding expectations in a fast-paced, high-pressure environment.
Overview
15
15
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Head of Global Operations
Neeco ICT Services Pvt Ltd
04.2024 - Current
- Mentored and coached team members, fostering a collaborative environment that encouraged innovation and continuous learning.
- Developed comprehensive risk management strategies, mitigating potential threats to company operations and assets.
- Leveraged data analytics to identify trends, inform decision-making, and drive operational improvements.
- Championed change management initiatives that successfully led the organization through periods of significant transition or growth.
- Streamlined global operations by implementing cost-effective strategies and efficient processes.
- Reduced operational costs for increased profitability with strategic procurement and vendor negotiations.
- Established strong relationships with suppliers, customers, government agencies, and industry partners for mutual benefit.
- Enhanced supply chain management through meticulous planning, forecasting, and inventory control.
Global Operations Manager
Neeco ICT Services Pvt Ltd
09.2021 - 03.2025
- Company Overview: Part of Neeco Group of Companies
- Responsible for Global AIRX operations across Project Management, Service Delivery and Network Operations teams and accountable for their KRA's, Key Performance metrics and people management using all ITIL processes and Framework.
- Responsible for the post sales functions which include service delivery, service implementation, service activation, service testing, service handover, service assurance, network troubleshooting for our clients.
- Manage a Dynamic team of Delivery Managers, Project Managers and Operations Specialists.
- To help the team manage ISPs/Carriers/Vendors globally to coordinate the installation of data networks such as Fiber Ethernet, FTTX, DSL, 3G/4G, Satellite, Radio, and SD WAN/WAN equipment for our customers within agreed SLA's.
- To coordinate with AIRX customers during the entire life cycle of service delivery.
- To manage service deliveries within the given timelines and ensure that the customer's expectations are met.
- To proactively update and manage orders in Salesforce (SFDC).
- Possesses ability to escalate, track and resolve service delivery issues quickly.
- Aggressively monitors deliveries and activation performance of multiple vendors.
- Ability to foster positive relationships with internal and external stakeholders.
- Accountable for consistently providing high levels of customer service in a cost-effective manner.
- Develop and implement strategies to achieve operational and financial objectives.
- Ability to define and meet SLAs and KPIs.
- Monitors and evaluates all business processes, making recommendations to increase efficiency.
- Earn Customer and Supplier trust through regular communication on service delivery status and risks.
- Being resourceful and creative to overcome obstacles and turn challenges into opportunities.
- Possesses exceptional organization, agility, and time management skills.
- Part of Neeco Group of Companies
Provisioning Team Leader
BRENNAN IT INDIA PVT. LTD.
01.2017 - 09.2021
- Responsible for the overall provisioning team operations and accountable for their KRA's, Key Performance metrics and people leadership using all ITIL processes and Framework.
- Proven leadership ability in ordering and cancellation of carrier circuits, networking equipment's.
- Responsible for managing overall carrier delivery milestones ensuring the agreed Service Levels and Key Performance Indicators (KPI) are met.
- Define policies, standards, processes, and procedures and their documentation on central knowledge base (BIKI).
- Maintaining the desired quality standards for processing each of the orders.
- Responsible for telco matching and overall cost savings for the business.
- Responsible for carrier, sub-contractor, supplier relationship and processes management.
- Responsible for cross functional coordination to perform order management and appropriate internal knowledge database update.
- Work closely with Client & Service Managers, Contracts and Sales Support Teams & Quality Lead to review existing provisioning processes and identify improvements to increase efficiency and CSAT.
- Maintaining internal and customer communication during the overall process.
- Interact with relevant business leaders to identify recurring issues and derive the root cause and permanent solution/preventive actions.
- Adherence and compliance to the defined processes and tasks assigned.
- Training, Mentoring, and motivating the team to maximize engineer output.
- Define policies, standards, processes, and procedures for Continual service Improvement (CSI).
- Currently managing a team comprising of 9 members (1 x Project Coordinator, 2 x Senior Provisioning Coordinators, 5 x Provisioning Coordinators & 1 x Cease coordinator).
Provisioning Coordinator
11.2014 - 01.2017
- To Ensure Voice & Data services are delivered on time by the team, within budget, the first time and to the highest level of quality standards and customer satisfaction.
- Responsible for ordering carrier circuits like DSL, ETHERNET, MPLS, DIA, DSL, NBN and relevant equipment in-line with the project plan.
- Managing carrier delivery milestones ensuring the agreed Service Levels and Key Performance Indicators (KPI) are met.
- Responsible for carrier, sub-contractor, supplier relationship and processes management.
- Responsible for cross functional coordination to perform order management.
- Maintaining internal and customer communication during the process.
- Maintaining the desired quality standards for processing each of the orders.
- Responsible for documentation of orders and updating internal knowledge database.
- Interact with relevant business leaders to identify recurring issues and derive the root cause and permanent solution.
- Adherence and compliance to the defined processes and tasks assigned.
- Training and mentoring internal and other staff, as necessary.
Information Processing Specialist
TATA CONSULTANCY SERVICES
04.2012 - 11.2014
- Provisioning bundle (Telephone/Internet/Foxtel) orders for Australian customers.
- Handling queries and complaints of the customers related to Telephone, Internet and Pay TV (Foxtel).
- Handling client escalations on phone and e-mails.
- Tracking performances of the team members and suggesting areas of improvements, facilitating & imparting training and monitoring the improvements on a continuous basis.
- Part of the Quality team for 6 months.
- Providing SME support to team members and managing the escalation calls.
- Monitoring calls for the team and helping in improving their quality scores.
- Ensure a high level of customer satisfaction through defined parameters of quality control and timely processing.
- To maintain the TAT level as per the SLA terms as defined by the Client.
- Processing Bundle orders for Telstra Customers (Telephone/Internet/Foxtel) and Case managing the order till completion on Siebel and other Legacy systems.
- Coordinating with On-site Technicians and getting the telephone and broadband services activated for the customers.
- 2IC in team Lead absence and emergencies.
Senior Technical Support Associate
MPHASIS AN HP COMPANY
05.2010 - 03.2012
- Providing level 1 support for HP Business Customers using HP Laptops, desktops, Printers, software, and Network related issues (Switch, router, Firewalls etc.).
- Responding to IT support requests over the phone or via email.
- Handling technical issues relating to HP products over the phone or emails.
- Downloading, installing, and configuring software to meet user requirements.
- Ensuring correct use of applications, networks, and equipment.
- Testing and updating existing software.
- Escalating advanced IT support cases to RDM or L3 team.
- Maintaining IT documentation including network and user details (EKMS).
- Documenting records of actions taken on Service Desk tool.
- Creating Field Support tickets for Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers.
- Analyzing issues and determining correct software or hardware solution.
- Providing SME support to new team members.
- Maintaining reports for the SME and Team Leader.
Education
S.S.C - undefined
Holy Family High school
MumbaiHSC - undefined
M.M.K College
MumbaiB.Com - undefined
M.M.K College
MumbaiSkills
Experience of 15 years working in an ITIL aligned Service Delivery framework (Service Transition, Service Operations & Continual Service Improvement)
Leadership of 25 staff within a telecommunications & IT Service delivery environment
Highly organized, flexible and resourceful team player who is professional and customer focused
Ability to work within a team and achieve results through both suppliers and other teams
Ability to build and maintain relationships with suppliers
Strong Coordination skills and extremely alert and responsive to cater to the client requirements
Excellent verbal and written communication skills
Strong decision-making skills
A 'Do what it takes' attitude
Ability to influence and work within suppliers
Plan, prioritize and complete tasks with conflicting priorities
Certification
ITIL Foundation Certification in IT Service Management, 10/01/18
Personal Information
- Date of Birth: 11/15/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Head of Global Operations
Neeco ICT Services Pvt Ltd
04.2024 - Current
Global Operations Manager
Neeco ICT Services Pvt Ltd
09.2021 - 03.2025
Provisioning Team Leader
BRENNAN IT INDIA PVT. LTD.
01.2017 - 09.2021
Provisioning Coordinator
11.2014 - 01.2017
Information Processing Specialist
TATA CONSULTANCY SERVICES
04.2012 - 11.2014
Senior Technical Support Associate
MPHASIS AN HP COMPANY
05.2010 - 03.2012
S.S.C - undefined
Holy Family High school
HSC - undefined
M.M.K College
B.Com - undefined
M.M.K College