Kushal Sompura
Mumbai
Summary
Dynamic Operation Manager with a proven track record at Safran India PVT LTD, excelling in incident and problem management. Expert in process optimization and team leadership, I drive continuous improvement initiatives that enhance service delivery and stakeholder satisfaction. Passionate about leveraging data analytics to inform strategic decisions and boost operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Operation Manager
Safran India PVT LTD
Mumbai
09.2022 - Current
- Led high-performing team of 18 technical specialists, fostering a results-driven work environment.
- Guided daily IT operations, ensuring effective incident, problem, knowledge, and change management.
- Ensured adherence to best practices throughout full lifecycle of incident and change management processes.
- Collaborated with ServiceNow development team to design and implement ITSM processes from inception.
- Identified improvement opportunities, implementing monthly enhancements to boost efficiency and service quality.
- Maintained up-to-date process documentation for continuous improvement and version control.
- Represented operations team in meetings with stakeholders, showcasing achievements and addressing challenges.
- Created automated reports and dashboards using Power BI and Excel for data-informed decision-making.
Senior Problem Management Expert
Orange Business Services
Gurugram
04.2021 - 09.2022
- Coached and mentored Service Desk and Incident Management teams using trend analysis to enhance performance.
- Owned problem management from identification through root cause resolution.
- Collaborated with Global Problem Management team to provide expert support for complex issues.
- Managed proactive and reactive problem records, ensuring accountability until resolution.
- Handled all problem requests efficiently and thoroughly, maintaining high-quality standards.
- Maintained Known Error Database, documenting and sharing findings post-approval.
- Configured customer equipment to resolve network and service faults effectively.
- Diagnosed customer network issues, including connectivity and application performance problems.
Problem Management Expert / IP Expert
Orange Business Services
Mumbai
04.2015 - 03.2021
- Managed and tracked problem records to ensure timely root cause analysis and resolution.
- Performed troubleshooting on Riverbed devices to support incident and problem management processes.
- Conducted quality audits on problem records and published Problem Management Reports for stakeholder review.
- Escalated critical issues to senior management, maintaining resolution momentum and service continuity.
- Monitored action items from investigations, collaborating with cross-functional teams.
- Participated in review meetings with customers, documenting key updates and next steps.
- Tracked service levels and coordinated actions with Service Level Managers to prevent SLA breaches.
- Configured and managed Cisco routers and switches, ensuring reliable network performance.
Customer Technical Specialist
Orange Business Services
Mumbai
10.2009 - 03.2015
- Assumed full responsibility for fault management for global airline clients, resolving network issues proactively and reactively.
- Managed stakeholder communications, providing regular updates on incident status until resolution.
- Investigated network faults through systematic procedures, isolating problems via segment-wise testing.
- Delivered effective technical support to corporate client SITA across Europe, Asia, and Americas for VPN and data access services.
- Coordinated with international service providers to expedite fault resolution and ensure service reliability.
- Executed structured incident management processes aligned with key performance indicators using CRM tools.
- Collaborated with global carrier service assurance teams to address complex network challenges while fostering strong relationships.
- Addressed recurring issues with prioritized follow-up actions to ensure swift resolutions and minimal customer impact.
Customer Technical Specialist
Team Lease Service Pvt Ltd
Mumbai
08.2008 - 08.2009
- Diagnosed and resolved network issues for global clients, minimizing downtime and ensuring reliable service.
- Logged fault tickets in CLARIFY, prioritized issues by severity, and provided timely customer updates.
- Coordinated with local telecom providers to investigate technical issues and schedule necessary tests.
- Escalated unresolved matters to senior contacts within PTTs to restore connectivity promptly.
- Collaborated with technical and non-technical teams in Global Customer Support Center to resolve cross-functional issues.
- Managed support cases to meet team KPIs, ensuring customer satisfaction and compliance with SLAs.
- Took ownership of cases outside regular business hours, coordinating follow-up actions with local telecom teams.
- Provided internal updates on complex incidents to senior management, seeking guidance as necessary.
Education
MBA - Information Technology
Amity University
Online07.2025
Bachelor of Commerce (B. Com) -
Khar Education Society
Mumbai01.2011
Higher Secondary School Certificate - HSC -
Khar Education Society
Mumbai01.2006
Secondary School Certificate - SSC -
National Institute of Open Schooling
Mumbai01.2003
Skills
- Incident Management
- Problem Management
- Change management
- Knowledge Management
- Project management
- IT service management
- Documentation and reporting
- Resource allocation
- Team leadership
- Stakeholder communication
- Process improvement
- ITIL framework
- SLA management
- Cross-functional coordination
- Service delivery
- Continuous improvement
- Process optimization
- Shift scheduling
- Deadline driven
- KPI monitoring
- Data analytics
Certification
- ITIL 4 certified
- PMP certified
- CCNA certified
Accomplishments
- Orange Oscars Award for Customer Satisfaction
- Multiple top performers awarded by Orange Management
Timeline
Service Operation Manager
Safran India PVT LTD
09.2022 - Current
Senior Problem Management Expert
Orange Business Services
04.2021 - 09.2022
Problem Management Expert / IP Expert
Orange Business Services
04.2015 - 03.2021
Customer Technical Specialist
Orange Business Services
10.2009 - 03.2015
Customer Technical Specialist
Team Lease Service Pvt Ltd
08.2008 - 08.2009
MBA - Information Technology
Amity University
Bachelor of Commerce (B. Com) -
Khar Education Society
Higher Secondary School Certificate - HSC -
Khar Education Society
Secondary School Certificate - SSC -
National Institute of Open Schooling
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