Pankaj Chaudhary

Provide strategic leadership and direction to teams responsible for managing network, voice, firewall, and proxy (Zscaler) infrastructures, ensuring alignment with business objectives and IT roadmap.

Oversee the planning, execution, and delivery of infrastructure refresh projects, including hardware and software upgrades, to modernize and enhance the reliability and performance of IT systems.

Develop and implement lifecycle management strategies for network, voice, firewall, and proxy (Zscaler) technologies, including assessment, procurement, deployment, and retirement phases, to maximize ROI and minimize risk.

Collaborate with cross-functional stakeholders to define and prioritize service improvement initiatives, leveraging ITIL best practices and continuous improvement methodologies to drive operational excellence and customer satisfaction.

Lead vendor management activities, including contract negotiation, performance evaluation, and relationship management, to ensure the delivery of high-quality services and solutions within budget and timeline constraints.

Drive innovation and adoption of emerging technologies, such as SD-WAN, VoIP, next-generation firewalls, and cloud-based security solutions, to enhance agility, scalability, and security posture.

• Played an active role in the transformational and Acquisition projects to migrate and consolidate their IT/telephony services to HCL infrastructure
• Engagement includes defining scope, strategy, vendor selection, team structure, operational support model, licenses transfer, access controls, logging and monitoring capabilities and timelines
• Led telephony stability project which fixed customer’s pre-existing issues and point of failures which helped to reduce downtimes significantly, application stability and improved customer satisfaction
• Worked on a broad range of RFPs/RFIs and provide Pre & Post-sales support on telephony solutions to global clients across the globe and have won some critical and strategic deals
• Worked on Techno-commercials and Bill of material with Vendors/partners for finalizing the design and cost for voice solutions
• Worked on technology refresh project which upgraded application versions of Avaya,Cisco and Verint applications, migration from physical to Virtual environment using client’s on prem DC and HCL’s private cloud, upgraded Citrix platform and implemented new IVR solution which resulted in a robust platform, stability and sustained support from OEMs
• Changes were fully implemented in the pre-production environment first followed by testing (Unit, SIT, UAT), defect closure and monitoring
• Interfacing with business leaders & customers to prepare the business & high-level product requirements for new initiatives
• Handles escalation and work on overall customer satisfaction
• Manage team activities and review employee performance in accordance with company policy.

• Led team of technical SMEs which on-board new business and support customer to resolve their voice/telephony related queries
• Manages multiple customers and present technical consultancy and provide the complete solution as per the customer need
• Designed and built HCL’s GIS cloud which includes MPLS based SIP trunks cloud from TCL and BT
• Migration of PSTN numbers to SIP across multiple geo locations of HCL
• This initiative reduced hardware footprint and has significantly reduced run cost and service readiness time for new customers
• Designed and implemented telephony solution for many customers which includes call collection from 80 plus countries and service delivery from 5 different countries in different languages and time zones
• Reduced service incidents by 30% by implementing configuration standards, fixing single point of failures and introducing and testing resiliencies
• Supervise and manage team of L2/L3 to ensure consistent delivery of RFP and Voice Solutions to Business.

• Planning, Designing and Implementation of call treatment and Call flow design on Avaya and cisco telephony system based on customer need
• Write SOWS and solution proposals
• SIP Integration between ACME SBC and Microsoft Lync 2013
• Consolidation and Migration of TDM trunks to IP Trunks
• Worked on POC of new upcoming technologies
• Demonstrated the product and discussed the core functionalities of the telephony products to customers
• Migration of legacy telephony services to the upgraded & latest technologies.

• Deployment and Expansion of telephony setup at client locations
• Installation, maintenance and upgrade of Nortel and Cisco Products
• Maintain accurate Inventory/Capacity of Voice systems to meet business demand against current and future projections
• Migration of Legacy Nortel Contact Centre systems in to single Avaya Aura Contact Centre across different HCL delivery centre Review and analysis Voice related problems and work with team to submit proper RCA for any reported outage/Problem
• Handles escalation and work on overall customer satisfaction
• Troubleshooting and solving problems of Clients.

• Effectively handled the products of Nortel like Nortel 81C, CS1000M/S, Symposium Server, CCMS, CCMA, Call pilot
• Installation and Maintenance of Nortel and Cisco Products
• Troubleshooting and solving problems of Clients
• Handle Accountability of many customers for issues related to Nortel voice and Cisco Products Provided solutions to corporate clients on voice
• Designated as Team lead at Airtel call centre to manage the account and team.

• Provide strategic leadership and direction to teams responsible for managing network, voice, firewall, and proxy (Zscaler) infrastructures, ensuring alignment with business objectives and IT roadmap
• Oversee the planning, execution, and delivery of infrastructure refresh projects, including hardware and software upgrades, to modernize and enhance the reliability and performance of IT systems
• Develop and implement lifecycle management strategies for network, voice, firewall, and proxy (Zscaler) technologies, including assessment, procurement, deployment, and retirement phases, to maximize ROI and minimize risk
• Collaborate with cross-functional stakeholders to define and prioritize service improvement initiatives, leveraging ITIL best practices and continuous improvement methodologies to drive operational excellence and customer satisfaction
• Lead vendor management activities, including contract negotiation, performance evaluation, and relationship management, to ensure the delivery of high-quality services and solutions within budget and timeline constraints
• Drive innovation and adoption of emerging technologies, such as SD-WAN, VoIP, next-generation firewalls, and cloud-based security solutions, to enhance agility, scalability, and security posture.