Manjesh Kumar V
Service Delivery Manager
Summary
Process Oriented Service Delivery Manager with 20+ years of comprehensive experience in Offshore Service Delivery, Network Analysis, Operational Reporting, Solution Quality Assurance, Process and Tools Automation, Customer complaints management, Project Transition and Transformation, Customer & Stakeholders Governance management. Expertise in Digital transformation, Solution finalization, Resource dimensioning to handle Offshore delivery of contracted scope of work. Possess good knowledge on the ITIL process, worked in various capacities of projects and maintenance of customer networks.
Overview
22
22
years of professional experience
Work History
Service Delivery Manager
Huawei Technologies India Pvt. Ltd
Bangalore
09.2013 - 06.2023
- Project Management / Service Delivery : Optimal Utilization of ITIL best practices and standard processes (Incident Management, Change Management, Problem Management, Preventive maintenance management) for ICT operations ensuring delivery of professional services as specified in the Service scope of work.
- Meeting deadlines within schedule and without compromising the quality, thereby adhering to the agreed SLA according to the contract.
- Operational efficiency: Managing customer expectations and perception in order to secure customer satisfaction.
- Exhibiting solid management skills by leading and motivating individuals to maximize levels of productivity. Analysis of performance indicators and reporting according to SLAs/KPI's. Proper implementation of six sigma methodology for the betterment of process across the projects.
- Proven client service and relationship management skills by understanding the needs and expectations , pain points of customers , 3rd parties and other stakeholders through regular governance meetings.
- Driving automation to ensure data integrity and robustness in the repeated and routine project activities thus promoting digital transformation.
- Ensure error free delivery through strict process adherence and quality audits.
- Coordinate response to incidences with high operational impact, creating and contingency plans and negotiating medium term solutions.
- Successfully managed to reduce service costs, increased KPI to high rates of lead time fulfillment. Highly increased Customer satisfaction , based on commitment and understanding of customer' business needs.
- Provided regular trainings to the front office engineers on the NOC process. Trained more than 300 GET's/Freshers in Egypt on the NOC FO role perception, NOC process such as Alarm Surveillance, Fault Management, Change Management, Tools used, Escalation and Notification process.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
SME
TNS Telecom
Dubai
04.2013 - 08.2013
- As SME for Core and IGW team, responsible for troubleshooting of the issues related to the Core network elements, Huawei International Gateway switches and session border controllers.
- Health check, risk identification and rectification of the issues related to the Core network elements.
- Designed and prepared technical reports, studies, and related documentation.
- Core network KPI's monitoring and take necessary action to improve the KPI's in case of any degradations observed. Identify the call issues due to different cause values and rerouting the traffic through different routes to avoid call failures.
Technical Specialist
ZTE Telecom India Pvt. Ltd
Calicut
10.2012 - 03.2013
- Responsibility Installation, commissioning and Acceptance testing and Validation testing of Core network elements (ATCA platform).
- Integration of Core nodes with BSS (BSC's and RNC's) Configuration of Basic and Service data for core network elements.
- Preparation of MOP and implementation of the same for interconnection of the new nodes to the existing network.
- Performing Interoperability tests to ensure normal service operations.
- Was nominated the Validation test lead for the validation of Core network elements.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
NSS Manager
Alcatel Lucent Managed Solutions India Pvt. Ltd
Bangalore
04.2012 - 10.2012
- Responsibility Managing the network with 99.999% availability of core network elements
- Getting the customer requirements (Configuration changes required) implemented in time
- Performance Analysis, core nodes Health check and taking necessary actions to improve the network KPI's
- Preparing the weekly trend (Main KPI's), KPI improvement plans, summarize of activities completed in the present week, activities planned for the coming week and presenting it to the customer
- Planning core network audit in regular intervals and correcting the irregularities found if any.
Senior Engineer
Huawei Telecommunications India Pvt. Ltd
Hubli
12.2009 - 03.2012
- Responsibility Operation and Maintenance of CS Core network elements.
- Service configuration and fault troubleshooting.
- Capacity analysis and management.
- Ensure configuration and database backup and perform preventive maintenance activities to identify potential risks.
Senior Engineer
Procall Private Limited, Essel Group
Bangalore
05.2007 - 12.2009
- Network planning and rollout of iDEN PTT service.
- Responsibility Management of the Installation, configuration and commissioning of Motorola harmony iDEN Switch and integration of the Mobile switching office with the Access network.
- Leading the switch operation and maintenance team.
POI Engineer & Switch Operations and Maintenance Engineer
Reliance Communications Ltd
Bangalore
09.2004 - 05.2007
- Operation and Maintenance of Switch (Ericsson AXE-10 & AXE-810) Planning and co-originating with other operators for establishment of new PoI's and augmentation of existing PoI's with GMSC, MSC's and ILT switches.
- Acceptance testing of POI's with other operators.
- SPOC for PoI faults resolution, maintaining minimal down time & solving customer complaints.
Network O & M Engineer
Mafoi Consultants Private Limited
Bangalore
11.2001 - 08.2004
- Network Planning, Installation, commissioning, Operation and Maintenance of Small Automatic Exchanges in 106 SDCAs in Karnataka
- POI establishment and Acceptance testing of telecom services.
Education
Bachelor of Engineering - Electronics And Communication
Malnad College of Engineering
Hassan, India 06.1997 - 2001.08
Skills
Risk Management
Professional Profile
- Service Delivery Manager at Huawei Technologies India Pvt. Ltd. handling esteemed projects under North Africa region in GNOC India.
- Lead in Huawei for TL9000 Certification from ISO.
- NSS Manager for Uninor MS project in ALUMS.
- Validation test lead/Technical Specialist – Core networks for BSNL GU project in ZTE.
- Senior Engineer – Switch Operations in Huawei and Procall Private Limited
Core Competencies
- Service Management Deliverables on ITIL Frame work in Managed Services to Mobile Operators.
- Risk Management & Business Continuity Management System.
- Due Diligence, Project Transitioning & Project Transformation.
- Quality assurance, Automation and Digital Transformation management.
- Training to project members on the tools, NOC process and company core values.
- Front Office and Back Office Operations Management, Customer requirements fulfillment, SLA adherence and Project KPI's achievement, Resource Management, Cost Management.
- Operation and maintenance of CS Core network elements.
- Manpower planning and management, Vendor development and monitoring.
Accomplishments
- Huawei GTS President award in 2022.
- Crisis Hero Award in 2021.
- 2021H1 GSC India Incentive Award.
- Quality Star in 2020.
- President commendation in Nov 2020.
- Customer Satisfaction award in 2020, 2021 and 2022.
- Top 5 in Project Quality from last 4 years.
- Supported the smooth transition of MS project delivery from India to Egypt.
- Delivered training to 300+ resources on standard service management processes and tools.
Timeline
Service Delivery Manager
Huawei Technologies India Pvt. Ltd
09.2013 - 06.2023
SME
TNS Telecom
04.2013 - 08.2013
Technical Specialist
ZTE Telecom India Pvt. Ltd
10.2012 - 03.2013
NSS Manager
Alcatel Lucent Managed Solutions India Pvt. Ltd
04.2012 - 10.2012
Senior Engineer
Huawei Telecommunications India Pvt. Ltd
12.2009 - 03.2012
Senior Engineer
Procall Private Limited, Essel Group
05.2007 - 12.2009
POI Engineer & Switch Operations and Maintenance Engineer
Reliance Communications Ltd
09.2004 - 05.2007
Network O & M Engineer
Mafoi Consultants Private Limited
11.2001 - 08.2004
Bachelor of Engineering - Electronics And Communication
Malnad College of Engineering
06.1997 - 2001.08
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