Summary
Overview
Work History
Education
Skills
Accomplishments
Courses Certifications
Personal Information
Hobbies and Interests
Timeline
Generic

Nandan Acharya

Summary

Result-oriented professional, offering over 20 years experience in Vendor Life Cycle Management, Service Delivery,Project Management, Program Management, Problem & Incident Management, Quality Assurance, Vendor Relationship & liasoning, Customer experience enhancement, Vendor Billing & Settlement

Overview

20
20
years of professional experience

Work History

Senior Manager(LCM,Terminations,Vendor Settlement)

Tata Communications
04.2018 - Current
  • Performance Analysis & evaluation of Vendors based on Commercial, Delivery & Assurance performance and having rating & ranking.
  • Driving improvement initiatives along with cross functional teams and vendors.
  • Periodic reconciliation with Vendor on Billing, Commercials , Assurance checkpoints & parameters to have system integrity & smooth transaction.
  • Dispute resolution engaging with vendors on billing & settlement life cycle with periodic interlock.
  • Drive internal, cross functional & external projects to improve vendor performance & enhanced acceptability & sustainability in ecosystem.
  • Driving Migration projects , new solutioning , vendor interaction on Automation API built for overall improved vendor experience.
  • Managing entire life cycle of the vendor and internal process (Feasibility, Delivery, Assurance, Settlement) to have effective improvement initiatives in place.
  • Effective handling of vendor billing & settlement process with SAP/Refx system & internal engagement with Finance & commercial Teams.
  • Vendor Escalation handling with effective solutioning.
    Managing vendor terminations and dispute resolutions with defined TAT.
  • Extensive experience in working Delivery and financial tools of Metasol(M6), TCx, SFDC, SAP (Refx Module) and related automation process flow.
  • Understanding of TCL range of products and portfolios and Enterprise Broadband and FTTH services.
  • Project management with cross functional engagement.
  • Periodic handling of Internal and external Audits on regulatory and compliance.
  • Understanding of key delivery parameters , solutioning, new products, region based vendor spread, product market positioning, access solutioning, NNI built, Off-net partner contribution and utilization on strategic level for On-net expansion, Regional partner capability analysis, liasoning and relationship management, mentoring and consulting of off-net partners to align with company imperatives.
  • Collaboration with cross functional Team to drive high fault rate chronic link migration , emergency relocation, shut down program manage task flow , resolving IT issues, evaluating effecting cost optimized solution for improved NPS.
  • Customer customized solution SPOF, NNI Shifting, path diversity, POP diversity, Under lay & Overlay hybrid solutions with appropriate resolution.
    Coordination with supplier and cross functional teams to improve Captive supplier performance through effective SIP, audits, arranging improved solutions, infra enhancement, path diversion to have array of supplier for access on-net expansion.
  • Collaborate and facilitate cost saving initiatives on Inventory , NLD backbone, Voice and IP backbone to contribute towards organizational imperatives.
    Significant contribution in ECC to Refx system migration with IT engagement and scope definition and implementation.

Manager(Life Cycle Management)

Tata Communications
12.2016 - 03.2018
  • Onboarding of Regional (IP1) suppliers understanding of associated solutioning, SWOT analysis, coverage , training and guidance.
  • Worked as an consultant to train partners aligning with TCL process and expectations to meet business imperatives.
  • Conduct on site and remote meetings to track progress , understanding and compliance.
  • Drive internally with cross functional teams and external suppliers to commence process of supplier SLA claim.
  • End to end process formulation to realize and track SLA claim process.
  • MSA formulation, license and agreement negotiation considering business needs.
  • Process alignment of Supplier Device retrieval and compliance.
  • Engaging with Delivery,Assurance, Product & solutioning to provide effective solution on customer requirement and giving optimized resolution on customer expectation.
  • Track and monitor supplier performance, drive improvement initiative on BSC , drive projects with cross functional engagement suggesting optimized solution with cost effective Model.
  • Drive reconciliation project for cost saving and cost avoidance and having audit compliance on financial data integrity.
  • Track and audit Delivery hygiene, circuit built up, routing.
  • Lead Manage Aircel migration project with end to end coordination with stakeholders engagement.
  • Cross functional engagement to coordinate RCOM migration project.
  • Lead Manage TTL CDMA to GSM migration and GSM to Express VPN migration project with internal cross functional collaboration with Product , solutioning & supplier.

Manager(SOC Lead)-Service & Quality Assurance

Tata Communications
04.2012 - 11.2016
  • Problem Management and Incident management for PAN India Suppliers.
  • Field support management for SA activities through Suppliers.
  • Monitoring Ticket Rate, Resolution Efficiency, MTTR, MTTC, SLA and Repeat Rate.
  • Getting RCA/PCA for repeat outages (NW & Customer links) by executing SIP (Systematic Improvement Plan).
    Periodic inventory reconciliation with suppliers.
  • Ensure all Faults, Planned Work and Change requests are carried out in compliance with Service Level Agreements.
  • Performance Monitoring and review with BSO in Weekly/Monthly and QBR meetings.
  • Managing significant team (>10) of SOC & problem management & their performance evaluation.
  • International Transmission Management and Control (ITMC) was responsible for Operations and maintenance of Corporate Customers Customized End to End Network for various services like IPLC, NPLC, MPLS, VPN and Internet Lease Line circuits for Mumbai region including Mumbai IDC.
  • Extensive experience on Assurance tools of Remedy,Service Now and contribution of Supplier portal integration, information flow API built through IT coordination.
  • Testing of ON-NET and Off-Net links with desired parameters of Customer and backhaul links in coordination with partners based on internal guideline and acceptance criteria.
  • Manage and engage with cross functional teams and stakeholders to carry out Tulip migration project with successful completion.
  • Worked in SPOT (Service Performance Optimization Team) and HFR team to end to end coordinate with cross functional teams from Feasibility to commissioning to migrate and stabilize chronic links.
  • Collaborate and Manage Captive backhaul acceptance and task flow in BPM in coordination with WI, WE team validating approved checkpoints.
  • Collaborate with cross functional teams to program manage and execute Commercial and Non Commercial changes for service improvements.
  • Extensive experience in working on transmission (ECI, NEC, Tejays) and IP devices (CISCO, Juniper, Huwai) on configuration, alarm monitoring , troubleshooting and related bandwidth allocation and planning.

SOC Lead- Service Operations

Tata Communications
10.2006 - 03.2012
  • International Transmission Management and Control (ITMC) was responsible for Operations and maintenance of Corporate Customers Customized End to End Network for various services like IPLC, NPLC, MPLS, VPN and Internet Lease Line circuits for Gujarat region.
  • Problem Management and Incident Management for Gujrat Region as Corporate access Lead managing team of 6 people.
  • Coordination with Internal and External Teams (Basic Service Operators) for minimizing the downtime of dockets.
  • Managing Internal and External Escalations of dockets & Maintaining Ticket Rate and Resolution Efficiency .
  • Performance Monitoring and review for BSOs .
  • Ensuring Quality Docket Handling by regular Audits Worked as a SAM (Service Account Manager) for Basic service operators (Reliance, Vodafone, Idea, TATANET, TTSL, Sify etc.) and taking care of service improvement initiatives of the circuits running through those operators.
  • Worked as a Manager of NOC taking care of IP and TDM links both wireline and wireless network.
  • Engage and drive cross function O2NET project.
  • Designed and implemented end to end circuit built up in system as a part of India Cramer implementation project.
  • Contributed in Metasolv (M6) project and done the UAT and implementation of all Service Delivery and Program Management related tools for end to end circuit commissioning.
  • Have worked in Supplier reconciliation project.
  • Contribution in Circuit tracing and creation project in CYGNET/ DISCOVERY/Spotlight tools of Network elements.
  • Exposure in working on WI-MAX and RF network monitoring RF parameters and troubleshooting, bandwidth testing through WAN KILLER, monitoring BTS infra and uptime, IP backbone and resource monitoring through Tools of Whatsup Gold.
  • Testing of Voice and POI back hauls, executing work orders with end to end program management.

NOC Engineer

Tata Communications
04.2005 - 09.2006
  • Exposure in working in VSNL, Gandhinagar as a NOC engineer taking care of Telecom switch , IP and TDM customers.
  • Looking after various equipment for Transmission (SDH & DWDM).
  • Alarm monitoring of NEC RNMS server for NLD Backbone (Spectral wave U-node & C-node of NEC) Trouble shooting of POI and optical interconnectivity with customers and conducting AT.
  • Completing voice, data and customer Work Orders within defined timelines with supplier and cross functional engagement.
  • Co-ordination with off-net vendors for smooth operation and troubleshooting.
  • Allocation of circuits (IPLC,ILL,NPLC) to customers using ECI DCC Mux.
  • Have experience in working in Telecom switches NEC (GDS-Gateway Digital Switch), Lucent, Media Gateway (ZTE) .
  • Traffic routing, configurations, alarm monitoring of Voice & TDM links.
  • Have experience in troubleshooting and maintenance of ILL/VPN circuits.

Resident Engineer

Partech System Pvt Ltd
01.2004 - 03.2005


  • Location: Mumbai- Installation and commissioned various types of VSAT Like TDMA, PAMA at different sites.
  • Location-Surat, Gujarat- Roles and Responsibilities Have worked at Reliance Industries Ltd , Surat as a Resident Engineer and taking care of Video conferencing through VSAT and ISDN network.
  • Have monitored the uptime & connectivity of the Reliance Hub sites through monitoring tools.
  • Monitoring ISDN & VSAT parameters & coordinate with suppliers for troubleshooting & maintaining uptime.
  • Managing and maintaining LAN and WAN network.

Education

B.Tech/B.E. -

North Maharashtra University (NMU)

Skills

  • Vendor Management
  • Service Delivery
  • Service Assurance
  • Problem Management
  • Governance
  • Project Management
  • Partnership Development
  • Program Management
  • Billing & Settlement
  • Interpersonal Communication
  • Analytical and Critical Thinking
  • Team-building
  • Teamwork and Collaboration
  • Self-Motivated
  • Decision-Making
  • Dependable and Responsible
  • Avid Learner

Accomplishments

  • Awarded various recognitions on XTRA Mile, Blue Ribbon, BRAVO, Team Triumph, Special achievement awards, Customer appreciations for significant contributions.
  • GMC level recognition for successfully implementing India offnet vendor SLA claim process having audit compliance.
  • Significant contribution on system circuit built as part of India Cramer implementation project first of it's kind in the organization. Awarded and recognized.
  • Contributed in Metasolv (M6) project and done the UAT and implementation of all Service Delivery and Program Management related tools for end to end circuit commissioning.
  • Significant contribution on migration projects of suppliers from service assurance, performance, Supplier roll back, quality improvement, solution improvement, & ONNET cost saving point of view.
  • Significant contribution on Dispute resolution of vendors with effective reconciliation and streamlining the billing & settlement process
  • Effective engagement with Vendors & cross functional Teams to drive API for seamless experience on Assurance cycle.
  • Contribution in program manage and collaboration to successfully complete TULIP migration project, having awarded & recognized.
  • Contribution in program manage and collaboration to successfully complete Aircel migration project, having awarded & recognized.
  • Contribution in collaboration to successfully complete RCOM various migration projects in phases to mitigate the supplier risk, having awarded & recognized.
  • Contribution in collaboration to successfully complete O2NET various migration projects in phases, having awarded & recognized.
  • Awarded for successful training & guidance to newly onboarded Regional Partners to improve overall performance alignment.
  • Significant contribution on requirement gathering , suggestion and successful implementation of ECC to S4/HANA migration of financial system for smooth Ordering,termination & settlement cycle. Awarded and recognized.
  • Organization level award for RCOM service support improvement.
  • Multiple awards for customer appreciation & service support.

Courses Certifications

  • ITIL
  • ITIL 4 Foundation: an introduction to ITIL 4
  • Six Sigma White belt
  • Six Sigma Green Belt
  • Six Sigma Black Belt
  • BIG Data Hadoop
  • Prince 2 Fundamentals
  • Prince 2 Agile practitioners
  • ISO 9001:2015 Quality Management system
  • PMI-PMP Training and Assessment (35 PDU)
  • DATCOM framework on Data Maturity
  • Ethernet Over SDH
  • Business Fundamentals

Personal Information


  • Gender: Male
  • Marital Status: Married

Hobbies and Interests

  • Sports
  • Music
  • Exploring New Technologies

Timeline

Senior Manager(LCM,Terminations,Vendor Settlement)

Tata Communications
04.2018 - Current

Manager(Life Cycle Management)

Tata Communications
12.2016 - 03.2018

Manager(SOC Lead)-Service & Quality Assurance

Tata Communications
04.2012 - 11.2016

SOC Lead- Service Operations

Tata Communications
10.2006 - 03.2012

NOC Engineer

Tata Communications
04.2005 - 09.2006

Resident Engineer

Partech System Pvt Ltd
01.2004 - 03.2005

B.Tech/B.E. -

North Maharashtra University (NMU)

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Nandan Acharya