Nitin Kharbanda
Gurgaon
Summary
Experienced Technology Leader with 18 years in Information Technology, focusing on Contact Center Technology and Telco VAS. Specializes in leadership, SLA management, project delivery, and cross-functional collaboration. Translates business requirements into scalable technology solutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Deputy General Manager - Service Delivery
Airtel Africa
Gurgaon
11.2020 - Current
- Multifaced role heading Solution Design & Architecture, Project Delivery & Solutioning, Pre-sales – SOW/ RFP releases & end-to-end responsible for Service delivery/ 24x7 Operations Management across 14 African countries.
- Demonstrated comprehensive understanding of business operations, supporting initiatives through domain knowledge, technology adoption, and effective service delivery.
- Designed & Delivered Contact Center technology deployment solution for Airtel Africa, refreshed the existing Tech model from Avaya to Cisco and implementing a customer-centric IVR system across 14 countries.
- Spearheaded the end-to-end deployment of the Contact Center and IVR solution for a digital bank (PSB) in Nigeria within a 2-month timeline.
- Managing a diverse team of 120+ members (MSP’s + FTE’s) to run the daily Contact Center & VAS Operations; meeting Business/ CX Heads to align Operations Team with their expectations, determining KPIs and KRAs for employees.
- Directed Project deliveries Scaled platforms to meet growing traffic by deploying NG Pretups‑2, TZ UNO‑2, and DB/CDR (MariaDb) upgrade & redundancy setup, owning architecture and HA/GDHA strategy.
- New Site Deployment & Migrations: Drove end‑to‑end DR site deployment at Zambia WTC and site migrations across DRC & Tanzania for UNO, LEAP, Pretups, and CCT, delivering Active‑Active architecture, deep core integrations, and fully validated DR resilience through DR drills.
- Enhanced service delivery through proactive problem, incident, change, and capacity management, translating insights into successful improvement projects.
- Coordinated people development initiatives including skill evaluation, recruitment, onboarding, training, and performance management.
Contact Center Expert
American Express
Gurgaon
10.2018 - 11.2020
- Led 10-member team for Cisco-based contact centre (Cisco UCCE) projects & solutioning.
- Managed contact center migrations/upgrades, executed Agile/Kanban projects, and deployed Splunk-based monitoring automation to enhance operational efficiency.
- Collaborated with carriers (ATT, BT, Optus) for SIP/PRI Call routing & integrations.
- Automated monitoring with Splunk & Nagios; resolved 10k+ vulnerabilities across 500+ servers within 1 month by applying patches and fine-tuning application configurations.
- Spearheaded server consolidation and optimization efforts, achieving ~$300K in savings through footprint reduction.
Contact Center Team Lead - TAC
Cisco Systems
Gurgaon
09.2016 - 10.2018
- Led HCS/Collaboration TAC team supporting global service providers & Enterprise Clients (AT&T, BT, Verizon, Telstra, etc.).
- Provided technical support for Contact Center & Collaboration products, ensuring smooth customer cutovers and effective disaster recovery processes.
- Mentored new engineers and conducted training sessions, enhancing team knowledge and reviewing support tickets for quality assurance.
Technical Specialist (Cisco TAC)
HCL Technologies
Noida
07.2014 - 09.2016
- Provided technical assistance for Cisco Contact Center & Collaboration products, including UCCE, CUCM, gateways, and dial plan configuration, ensuring optimal system functionality.
- Troubleshot SIP, SS7, H323 protocols and delivered RCA reports per SLA to improve issue resolution processes.
- Supported global service providers in deploying Cisco Hosted Collaboration Solutions for Contact Center, enhancing service delivery.
Backbone Network Specialist (Cisco TAC)
Aricent Technologies
Gurgaon
02.2011 - 07.2014
- Supported Cisco UC and service level products, including BTS Soft-switch and PGW, enhancing reliability for clients like Comcast, Vodafone, and ZAIN.
- Technical assistance for CUCM, Unity, and UCCE integration.
- Executed maintenance tasks, resolving critical downtimes to ensure seamless operation of telecommunications systems.
- Trained new engineers and collaborated with Cisco BU to facilitate defect resolution, improving overall team capability.
Technical Consultant
Nortel/Orange (S2 Infotech/Brainhunter)
Gurgaon
06.2008 - 12.2010
- Installed and managed Contact Center solution - Nortel-IVRS MPS 1000 and CCSS for the client 'Bharti Airtel'.
- Conducted impact analysis and risk assessments to identify potential improvements.
- Monitored SLA compliance through comprehensive security and vulnerability assessments.
Education
MBA - Information Systems
IMT
Ghaziabad01-2016
Bachelor of Engineering (B.E) - Information Technology
M.D.U
Rohtak01-2008
HSC - Non-Medical
Summer Fields School
Gurgaon01-2004
SSC -
DAV Public School
Gurgaon01-2002
Skills
- Service Delivery Management
- Contact Center Architecture & Design
- Telecom Solutions
- Telephony Solutions
- Cisco ICM
- UCCE
- CUCM
- IP Telephony
- Voice Gateways
- Unity Connection
- Cloud Infrastructure
- Operational Efficiency
- Process Optimization
- Risk Management
- Infrastructure Management
- Network Administration
- Security Protocols
- Customer Experience
- Voice Communication
- Leadership
- Stakeholder Management
- Performance management
- Interpersonal Skills
- Initiating improvements
- Interpersonal Skills
- Initiating improvements
Certification
- CCIE Collaboration #46750
- ITIL V3 Foundation
- Cisco Certified Design Expert (CCDE)
Accomplishments
- Consistent High performer in all organizations.
- Delivered consistent year-on-year improvements in service KPIs.
- Recognized for driving strategic service transformation.
- Selected among Top 5 in American Express to present innovation idea in Hackathon 2019.
- Won Excellence award for leading Contact Center deployment for a Digital Bank in Nigeria.
Languages
- Hindi
- English
- Hindi
Personal Information
- Date of Birth: 08/01/86
- Marital Status: Married
Social Links
https://www.linkedin.com/in/nitin-kharbanda-64b1b424/
Core Expertise
- Contact Center Architecture & Design
- Telco VAS Platforms
Timeline
Deputy General Manager - Service Delivery
Airtel Africa
11.2020 - Current
Contact Center Expert
American Express
10.2018 - 11.2020
Contact Center Team Lead - TAC
Cisco Systems
09.2016 - 10.2018
Technical Specialist (Cisco TAC)
HCL Technologies
07.2014 - 09.2016
Backbone Network Specialist (Cisco TAC)
Aricent Technologies
02.2011 - 07.2014
Technical Consultant
Nortel/Orange (S2 Infotech/Brainhunter)
06.2008 - 12.2010
MBA - Information Systems
IMT
Bachelor of Engineering (B.E) - Information Technology
M.D.U
HSC - Non-Medical
Summer Fields School
SSC -
DAV Public School