Jubin Sebastian
Pune
Summary
IT professional with over 13 years of experience in Core VoIP and UC Collaboration. Demonstrated ability to lead teams and foster engagement among staff, management, vendors, and customers. Skilled in efficiently resolving customer issues while maintaining professionalism. Proven track record of enhancing customer satisfaction and productivity through detailed task analysis.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Project Manager
Tech Mahindra Ltd
Pune
10.2025 - Current
- Managed CCaaS/IP Telephony projects for clients Avon and Liberty Blume, ensuring successful delivery.
- Provided technical consultation and strategic roadmaps to clients and partners, enhancing service offerings.
- Reviewed high-level designs, low-level designs, onboarding documents, and architectural diagrams for accuracy.
- Conducted weekly client calls to improve customer satisfaction metrics through direct engagement.
- Led cross-functional teams to maintain project alignment and adhere to established timelines.
- Coordinated schedules and allocated resources effectively across multiple initiatives.
- Facilitated stakeholder meetings to gather requirements and present progress updates consistently.
Manager
Vodafone Shared Services India (VSSI)
Pune
04.2020 - 09.2025
- Served as primary contact for major incidents, escalations, and WAN outages.
- Collaborated with EM, IM, PM, CM, SM, IPBB, MSP, and WAN teams.
- Prepared Post-Incident Reports for major outages and communicated findings to clients.
- Troubleshot incidents and faults while managing daily operations and escalations.
- Reduced bottlenecks by delivering training on Network Application Operations products.
- Resolved 20% of escalated cases daily, minimizing potential escalations.
- Implemented VOIP solutions that decreased call drop rates by 20%-30% and enhanced clarity.
- Achieved 99.99% network uptime through proactive monitoring for top platinum customers.
Assistant Consultant
TATA CONSULTANCY SERVICES
Pune
05.2019 - 04.2020
- Provided L2/L3 support for large-scale network upgrade, increasing efficiency by 15%.
- Utilized Cisco platforms, including UCCE, UCCX, IPT, and CME for streamlined operations.
- Diagnosed incidents and managed daily operations while analyzing logs for performance improvement.
- Collaborated with engineering team to optimize VOIP installations, reducing setup time by 35%.
- Served as shift lead, managing escalations and ensuring resolution across multiple levels.
- Partnered with design and architectural teams to revise LLD/HLD documentation effectively.
- Conducted training sessions on Cisco voice services for team members and counterparts.
- Engaged clients, including Cargill, USA, to ensure alignment with project goals.
Senior Analyst
ACCENTURE SOLUTIONS PVT LTD
Pune
10.2016 - 04.2019
- Delivered L2 support to Allianz Global, enhancing customer satisfaction.
- Managed end-to-end customer networks within voice domain, including CIPT, Collab, UCCE, and HCS solutions.
- Utilized knowledge of CUBE, CUSP, CUPS, SME, clustering, PSTN, PRI/BRI, ISDN, VGW, and transcoders.
- Applied expertise in protocols such as SIP, H.323, SCCP, MGCP, RTP, TCP/UDP.
- Collaborated with international PSTN carriers including COLT, Verizon, BT, AT&T, SingTel, and Etisalat.
Level 2 Engineers
SERVION GLOBAL SOLUTIONS
Pune
02.2016 - 09.2016
- Managed UCCE, UCCX, IPIVR, and IPT-based global customers.
- Provided L2 support to diagnose and troubleshoot the CCaaS platform and solution for the customers.
- Expertise in log analysis and traces.
- Worked on reporting tools like CUIC and Web View.
Executive Engineer
TATA COMMUNICATIONS LTD
Pune
05.2014 - 02.2016
- Provided support to more than 100 international and 150 national customers.
- Managed the Global Voice Carrier Network of Tata Communications in the Network Operations Center, Global Customer Service Center, and Enterprise Voice.
- Responsible for maintaining the availability of the Enterprise Voice Services, its various elements, and services riding on the Global Voice Network.
- Collaborated with the Regional SMs and teams, such as IM, PM, and EM.
Associate Engineer
LOBO STAFFING SOLUTIONS
Pune
12.2011 - 05.2014
- Oversaw Cosmocom Contact Center as a Service to enhance operational efficiency.
- Managed Agent Soft Phones and Campaign Manager for optimized dialing processes.
- Designed, configured, and troubleshot IVR scripts to improve customer interactions.
- Served Enterprise and Wholesale Global customers, delivering best-in-class services.
Education
Bachelor of Science - Engineering
Pune University
Pune06-2011
Skills
- Problem solving and leadership
- VoIP solutions
- Network troubleshooting
- Technical consultation
- Customer relationship management
- Cross-functional collaboration
- Strategic planning
- Problem solving
- Stakeholder engagement
- Team leadership
- Training and mentoring
- Project plan development
- Critical thinking
- Project management
- Customer success management
- CSAT support and escalations
- Incident and problem management
- Service management strategies
- Computer literacy and cloud technologies
- UCaaS, CCaaS, SaaS, and PaaS
- RingCentral and Twilio expertise
- Microsoft TDR and OC proficiency
- UCCE, CIPT, and UCCX knowledge
- Collaboration tools and basic networking skills
Certification
ITIL Foundation V4, RingCentral trained and certified, CCNA Collaboration (CSCO13368867), CCNA Routing & Switching (CSCO11990462), GCP fundamentals (LinkedIn), Microsoft Teams Direct Routing & Operator Connect (Udemy), Fundamentals of Amazon Connect (LinkedIn), RADCOM trained and certified.
Personal Information
Date of birth: 05/21/88
Interests
- Amazon Connect
- MSTDR / Operator Connect
- RingCentral
- Nice CxOne
- Genesys CC, Cloud
- CCaaS, UCaaS, SaaS
- Service management, solution architect, design, and implementation
- Customer success management
- Techno-Commercials
Passport
V6902917
Languages Known
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Marathi
Upper Intermediate (B2)
B2
Malayalam
Elementary (A2)
A2
Accomplishments
Awarded the 'Last Mile Star Award' for excellence in diagnosis, troubleshooting, and leading toward resolution in 2012.
Affiliations
Registered organ donor.
Timeline
Senior Project Manager
Tech Mahindra Ltd
10.2025 - Current
Manager
Vodafone Shared Services India (VSSI)
04.2020 - 09.2025
Assistant Consultant
TATA CONSULTANCY SERVICES
05.2019 - 04.2020
Senior Analyst
ACCENTURE SOLUTIONS PVT LTD
10.2016 - 04.2019
Level 2 Engineers
SERVION GLOBAL SOLUTIONS
02.2016 - 09.2016
Executive Engineer
TATA COMMUNICATIONS LTD
05.2014 - 02.2016
Associate Engineer
LOBO STAFFING SOLUTIONS
12.2011 - 05.2014
Bachelor of Science - Engineering
Pune University