PRINCELY PRABU.J
Telecom Manager
Chennai
Summary
19+ years of work experience as Service Delivery Manager, Incident Management, Operational management, and customer relationship management, troubleshooting of Networking Devices and various Peripherals. Extensive experience in the delivery of global business telecom infrastructure projects Lead project teams and deliver client focused results on time and within budget Top Skills (Technical/Nontechnical skills) Service Management - Delivery & Support (ITIL) - Incident, Problem and Change. Operational Management. Project Management. Customer Relationship Management.
Overview
23
23
years of professional experience
1
1
Certification
3
3
Languages
Work History
Manager
Tech Mahindra
01.2022 - Current
- Leading the incident management and problem management team for the Japan Telecom project.
- Handling the Critical/Major Incident related to domains, RAN (4G, 5G), CORE (IMS/EPC), OSS, IPTX, Media and Apps, CEM, Security.
- Ensure that the SLA adheres to business requirements.
- Handle daily, weekly, and monthly calls with the respective domain leads and management.
- Accomplished multiple tasks within established timeframes.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Managed and administered service management best practices.
- Process development within the domains to ensure SLA.
- Responsible for 24/7 disaster recovery support.
- Analyzed the actual cause of the incident and ensured a permanent fix by reviewing the PIR (Post Incident Review) deck, and for further discussion with the IRC (Incident Review Committee) team to perform a deep dive analysis.
FO Manager
Huawei Technologies
06.2016 - 10.2021
- Leading a project with 74 team members.
- I took over the project from MS, starting from RAN, TXN, Core, and Field management.
- Maintain all KPIs required for business and continuous improvement.
- Ensure that all service level agreements (SLAs) for managed services across the organization are delivered according to specifications.
- Service assurance on the agreed SLA, ratified with the customer on a daily, weekly, and monthly basis.
- Communicate with all the stakeholders, both vertically and horizontally, on all incidents, and keep the business up to date.
- Daily discussions with onsite field managers for prioritizing faults and field engineers' performance.
- Managed OLA’s, SLA’s, and any third-party supplier agreements, ensuring all are in alignment with each other, and respective delivery units are capable of providing service within contracted timeframes.
- Approved regular payroll submissions for employees.
- Ensures the continued provision of delivered services by delivery units and third parties, to agreed quality.
- Investigates and reports all breaches of OLA’s and SLA’s, and coordinates solutions to prevent future occurrences.
- As a continuous improvement plan, we have automated reports, alarm monitoring, and work orders with minimum manual intervention, and we are in the process of achieving zero touch.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
Fault Management
Nokia LTD
09.2012 - 05.2016
- Involved in the transition for Incident management.
- Handled high value customers
- Monitoring the entire 2G, 3G and LTE network elements network (CS Core, PS core VAS, IP, DNG, Firewall, RNC’s and Transmission) using Netcool.
- End to end process validation for each and every critical fault tickets.
- Inform the customer about the service affecting faults, update network status in the Outage Board depending upon the outages.
- Monitoring call flow and call handling status.
- Distribute and assign tasks among the shift leaders and team members.
- Analysis of reports for services outages and recommend follow up actions
- Regular follow ups and review of tickets and fixing faults within the agreed SLA.
- Lead the weekly meeting with each domain teams.
- Preparation of Exception Reports for various resolver groups and 3rd party vendors and following up on daily and weekly basis.
- Responsible on a 24/7 basis for all Interfaces with VHA businesses Including RTM (Customer Operations).
- Support the Service Manager and Service Level Management with continual improvement activities.
- Handling critical incident faults and resolving the issue within SLA
- Prepare daily network operation reports and share the same with customer for daily review.
Cluster Lead
Reliance Communications Ltd
01.2007 - 09.2012
- Handling the whole cluster's operational activities.
- Handling different teams, such as service delivery, service assurance, deployment, material management, audit, MIS coordinator, and construction.
- Handling 25 engineers for effective network and service delivery, service assurance. (Various services like point-to-point leased lines, VPN, dedicated Internet access (DIA), broadband Internet access, Centrex, and voice services.)
- Handling six vendors for maintaining the network (fiber, copper, utility).
- Hands-on experience in installing, commissioning, testing, and maintenance of SDH-based UTSTARCOM DLC, and Metro Ethernet-based Cisco switches like 3550, 3400, 3750, and UBR.
- Configuring and maintaining customer-end routers like Cisco 1800, 1700, 2700, Maipu, and Dax for DIA, leased line, and VPN connectivity using MPLS, OSPF, and BGP.
- iOS Upgradation for Cisco and Huawei Switches and Routers.
- Troubleshooting and monitoring the MPLS VPN Enterprise Circuit.
- Provisioning DIA, L3 VPN, and L2 Leased Line circuits for Enterprise Customers.
- Network management, outage support, and customers' complaint management.
- Equipment upgrades in terms of software and hardware in live traffic.
- Experience in E1 to Ethernet Converter, Optical Modem, HDSL Modem, and V.35 Converter.
- Handling corporate customer-ISP services.
- Addressing queries regarding the Information System, software, and extending onsite support to rectify the faults and customer complaints.
- Analyzing alarms and troubleshooting using a proprietary tool.
- Providing technical support to major customers to rectify the fault.
- Collaborated with architects, engineers and general contractors on drawing reviews.
Network Engineer
Videsh Sanchar Nigam Limited
04.2004 - 01.2007
- Reporting to the operations manager and handling 30 NOC engineers. Handle the Routing Analyst team, along with the Customer Service team.
- Analyze traffic termination trends and recommend cost-reduction strategies, including targeted customer acquisition and renegotiating rates.
- Generating different types of reports to maintain traffic, quality of call, such as traffic summary reports.
- Rerouting faulty traffic or faulty destinations onto better-quality routes monitors and maintains the average successful ratio. Analysis of congested routes for further remedial actions, failure analysis, and alternate route planning.
- Implementing a network security policy through the Access List feature in Cisco routers.
- Resolving technical problems, such as authentication, no browsing of particular sites, and mail-related issues associated with broadband customers.
- Troubleshooting latency issues for static IP DSL customers and analyzing the local lead health and routing issue.
- Preparing NOC Report, downtime Report, Escalation Report, and Consolidated Report.
Engineer
Dish net DSL Limited
11.2002 - 03.2004
- Handling all the broadband, voice, lease line, E1 devices, and customers.
- Handling broadband (Ericsson, ATM, and DSLAM) and wide area products.
- Configurations of DSLAM (Digital Subscriber Line Access Multiplexers) for broadband circuits through PEM and Met solve.
- Monitoring the DSL and Metro-E Broadband Network, and providing backend support while coordinating with engineers in the field.
- Administration and maintenance of LAN and WAN.
Education
Bachelor’s Degree in Engineering (B.E) - Electrical and Electronics Engineering
St. Xavier’s
Kanya Kumari01.2002
Skills
Service delivery management
Proficient in ITIL practices
Incident response management
Root cause analysis and management
Operations management
Project management
Certification
ITIL V3 Foundation, 2013-01-01
Personal Information
- Passport Number: E2728694
- ID Type: Passport
- ID Number: E2728694
- Date of Birth: 31st March 1981
- Marital Status: Married
Timeline
Manager
Tech Mahindra
01.2022 - Current
FO Manager
Huawei Technologies
06.2016 - 10.2021
Fault Management
Nokia LTD
09.2012 - 05.2016
Cluster Lead
Reliance Communications Ltd
01.2007 - 09.2012
Network Engineer
Videsh Sanchar Nigam Limited
04.2004 - 01.2007
Engineer
Dish net DSL Limited
11.2002 - 03.2004
Bachelor’s Degree in Engineering (B.E) - Electrical and Electronics Engineering
St. Xavier’s