Joel Salve
Pune
Summary
High-energy professional, targeting senior-level assignments in IT Infrastructure Management, IT Operations and Project Management with organizations of high repute.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Network Change/Incident Manager
Tata Communications Limited
Pune
05.2023 - Current
- Lead network change and incident management function, ensuring efficient processes and maintaining system stability and security.
- Provide strategic direction aligning network changes with departmental and customer goals.
- Develop and refine change management policies and procedures.
- Collaborate with cross-functional teams to align change management practices with broader IT and business policies.
- Train and mentor junior network engineers and team members.
- Cultivate a culture of continuous learning and development to adapt to evolving networking technologies.
- Engage with network equipment vendors and service providers to stay informed on industry trends.
- Conduct thorough testing and validation of network changes pre-deployment.
- Perform post-implementation reviews to assess effectiveness and identify areas for improvement.
- Maintain accurate records of network changes and generate status reports highlighting successes and challenges.
- Communicate upcoming network changes to relevant stakeholders.
- Coordinate with various teams for seamless change implementation, including development, operations, security, analysts, and compliance.
Network Operations Specialist
Vodafone
Pune
10.2020 - 05.2023
- Design, develop, implement, and continuously improve incident, problem, and change management processes based on ITIL principles and governing policies.
- Coordinate with multiple in-house teams, Design and Service Architect Team for end-to-end customer onboarding.
- Serve as a Single Point of Contact (SPOC) for technical and operational support topics, connecting customers with VF and third parties.
- Deliver continuous service improvement (CSI) and raise risks within the internal VF environment.
- Drive operational process assurance and own documentation management in the run phase.
- Lead incident and problem management, ensuring resolution within SLAs and TATs.
- Manage configuration management to ensure consistent delivery of products and services.
- Coordinate capacity planning activities across departments.
- Execute information security plans, policies, and best practices, tracking IT security controls and procedures.
- Define and manage IT disaster recovery strategy.
- Establish standards and implement quality systems and procedures.
- Assess severity of system outages and production problems, liaising with stakeholders to determine immediate and long-term actions.
- Track all IT assets, software licenses, and hardware across the organization, ensuring compliance with IT policy.
- Direct technical teams to resolve major incidents and act as an escalation point for critical issues.
- Conduct reactive root-cause analysis and proactive trend analysis as part of Problem Management process.
Senior Executive
Vodafone India
Pune
09.2015 - 10.2020
- Participate in change management meetings, understanding client requirements, assessing change management effectiveness, and securing change approvals.
- Process change requests and publish change notifications.
- Organize and facilitate CAB calls, driving improvements to the change management process.
- Conduct root cause analysis, identify errors and trends in problems, and implement corrective actions to prevent recurrence.
- Provide L2 CRM application (Siebel) support.
- Conduct pre-release testing and UAT for new applications, ensuring they meet business requirements, and report identified bugs to relevant teams.
- Ensure consistency between Vodafone UK E-commerce portal and internal sales application regarding products and pricing.
- Participate in virtual meetings/war rooms with onsite teams across the UK and Egypt, addressing business needs and providing solutions for offsite team issues.
- Conduct audits to identify revenue leakages or project-specific audits, ensuring adherence to SLAs, KPIs, and quality parameters.
Associate
Tech Mahindra
Pune
09.2013 - 08.2015
- Monitored end-to-end order journey completion.
- Communicated timely updates regarding installations and outages to customers.
- Escalated delays and provided First Call Resolution (FCR) or Offered Call Resolution (OCR) to customers.
- Resolved issues occurring in CRM application (OneView) related to billing.
- Responded to technical queries for fixed-line, fixed broadband services, and BT-TV, and raised tickets for unsolvable issues.
- Provided virtual support for new BT sites.
Education
Master of Computer Application - Computers
Pune University
Pune, India01.2022
Skills
- Successfully led end-to-end perfection across Incident, Configuration, Release, Service, Problem, Escalation, and Knowledge Management, adept at managing issues impacting delivery operations and performing root-cause analysis for technical difficulties
- Demonstrated strong technical acumen, capable of understanding customer or partner IT landscapes, identifying opportunities, and overcoming technical obstacles through process improvement
- Achieved impressive success in mapping requirements and designing solutions to address operational issues, resolve performance bottlenecks, and achieve desired objectives Skilled in recommending IT infrastructure requirements and upgrades to ensure acceptable levels of security and disaster management
- Customer-centric professional, proficient in interacting with clients to follow up on unresolved issues, analyze and resolve problems within defined TATs, and exceed quality of service commitments within SLAs
- Extensive experience in Service Integration, Vendor Management, Operational Risk & Resilience, Business Process Improvement, IT Audits, and development of risk-related control frameworks and practices
- Highly skilled in establishing cordial relationships with stakeholders, technical teams, and vendors to successfully execute concurrent projects
- Key people leader with an impeccable record of maintaining, managing, and providing optimum solutions for capacity planning, resource utilization, hiring requirements, cost center-linked finance issues, and business case end-to-end lifecycle
- Effective communicator, team player, and innovator with excellent analytical, problem-solving, and interpersonal skills Maintains deliverables as per defined guidelines while elevating standards for operational excellence
Certification
- CCNA - Routing & Switching
- AWS - Cloud Essentials
- Zscaler Internet Access Certified Administrator
- ITIL V4 Foundation
- German L1 from Symbiosis Institute of Foreign & Indian Languages
Notable Accomplishments
- Utilized Power BI automation mechanism to automate manual workload for global revenue report and implemented 3 efficiency
- Played a key role in saving total of USD 1.2M revenue by optimizing tools used in BAU for config related requirements
- Drove the team to achieve highest learning hours in two consecutive years by implementing focused approach towards individual learning needs and ongoing technological changes
- Successfully managed being a primary SPOC for entire vertical managing all BIA, BCP & Fraud assessment
- Strategised & implemented highest engagement plans to score the highest result in employee engagement factor in yearly & quarterly third-party surveys
Languages
- English
- Hindi
- Marathi
- German
Languages
Marathi
First Language
Marathi
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
German
Beginner (A1)
A1
Timeline
Network Change/Incident Manager
Tata Communications Limited
05.2023 - Current
Network Operations Specialist
Vodafone
10.2020 - 05.2023
Senior Executive
Vodafone India
09.2015 - 10.2020
Associate
Tech Mahindra
09.2013 - 08.2015
Master of Computer Application - Computers
Pune University
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