Nilesh Pisal
Summary
Service Delivery Manager with over 15+ years of experience in IT operations, IT infrastructure management, business continuity planning, service delivery, production support, project management, stakeholder interaction and management, project documentation, and team management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
One97 Communication Ltd. [Paytm]
07.2023 - Current
- Overseeing a team of 15+ members Technical Operation
- Day-to-day Client interaction
- Informed VP of unusual matters of significance and launched a corrective action plan.
- Reviewed performance results to target and take corrective measures with authorization and escalation.
- Managed budget implementations, employee evaluations, and contract details.
- Collaborated with department heads to establish goals and work plans.
- Incident Management, Problem Management, Demand Management, Request Fulfillment, Service Level Management, Stakeholder Management
Service Delivery Manager
DiGiSPICE Technologies Ltd.
01.2012 - 06.2023
- Onsite Service Delivery Manager, responsible for end-to-end service delivery, IT Processes and System improvement planning
- Overseeing a team of 10+ members to deliver IT transformation, Infrastructure management, Application Operation and Service Management
- Involved in Non-Functional Requirement (NFR) gathering and producing Infrastructure Solution Design and ongoing Production Support
- Day to day Client interaction
- Cross-functional team (CRM, EAI, HLR, STP, UNIX etc.) coordination and troubleshooting as and when required
- Implement the ITIL-based Change and Release Management processes to ensure that there is no disruption or degradation of service during the change's lifecycle
- Incident Management, Problem Management, Demand Management, Request Fulfillment, Service Level Management, Stakeholder Management
- Focused and led a signaling network (SIGTRAN) deployment and provided highest-tier support as a subject matter expert (SME)
- Responsible for managing project financials along with leadership
- Provide solutions that both accommodate special needs on time and within budget
- Involved for Business Continuity Management (BCP)
- Authored project plans, data sheets, product application notes and user manuals (SOPs, MOPs, Project Approaches).
Sr. Implementation Engineer - Global Delivery
TeleDNA Communications Pvt. Ltd.
08.2010 - 12.2011
- Primary customer service contact and technical expert during product implementation and responded promptly to all customer queries or requests
- Installed and tested VAS (SMSC, MMSC, SDP, and SMS Gateway) products at client premises (Telecom Operators) and supported the customer and operation team for a period of time after implementation
- Received AT/VT/Go-Live certificates form the customer on the timely completion of implementations (deployment/commissioning/VT/AT/Training)
- Maintained records of all project activity, including documenting outstanding problems with complete diagrams and notes to present to the customer and operations team
- Achieved a 99% customer satisfaction rate as measured by a customer survey three times.
Sr. Software Engineer - Managed Services
MOBISOC TECHNOLOGY PRIVATE LIMITED - Now DiGiSPICE
04.2007 - 07.2010
- Assigned as the first point of contact at the customer's location and technical expert during product implementation, and responded promptly to all customer queries or requests
- Managed Deployment and Acceptance Testing of VAS Services (IVR, SMS, and WAP) and Microsoft Server 2000 Systems with Monitoring Health Checks
- Implemented E1 and VoIP boxes with service providers at customer premises
- Developed and executed revenue development plans based on target market segments
- Established strong contacts with customers to promote VAS services and the timely collection of revenue share as per the agreements.
Education
Bachelor of Engineering - Computer Science And Engineering
Shivaji University, Kolhapur, Maharashtra, India (Karmaveer Bhaurao Patil College of Engineering, Satara)
Satara06.2006
Skills
- Cloud - AWS and Azure
- DevOps
- Virtualization-VMWare
- Red Hat Linux
- Database (MySQL/Oracle)
- SS7 / SIGTRAN
- Data Center Operation
- Shell Scripting
- Wire shark
- MS Project
- BMC Remedy
- Requirement Definition & Analysis
- Service Management
- Infrastructure Management
- Project Management
- People Management
- Team Building & Mentoring
- Stakeholder Management
- Client Relationship Management
Certification
- AWS Certified Solutions Architect – Associate in 08/2022
- ITIL Foundation V3 Certified in 07/2011
- PRINCE2Agile Foundation in 05/2018
Awards
- V! CIO and One97 CBO Appreciation award for successful transition of the self-care platform.
- V! CIO Appreciation for Vodafone and Idea Brand's Successful Self-care Platform Consolidation.
- Achievers Club Award from Vodafone.
- Vodafone Superstars of the month team.
- DiGiSPICE Certificates of Excellence.
- DiGiSPICE Certificate for Employee of the Month (Nov’2007).
Timeline
Service Delivery Manager
One97 Communication Ltd. [Paytm]
07.2023 - Current
Service Delivery Manager
DiGiSPICE Technologies Ltd.
01.2012 - 06.2023
Sr. Implementation Engineer - Global Delivery
TeleDNA Communications Pvt. Ltd.
08.2010 - 12.2011
Sr. Software Engineer - Managed Services
MOBISOC TECHNOLOGY PRIVATE LIMITED - Now DiGiSPICE
04.2007 - 07.2010
Bachelor of Engineering - Computer Science And Engineering
Shivaji University, Kolhapur, Maharashtra, India (Karmaveer Bhaurao Patil College of Engineering, Satara)
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