Rahul Dubey
Pune
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Assurance Manager
StarTek
07.2024 - Current
- Managing Large Enterprise accounts in IT, Manufacturing and BFSI Segment.
- Responsible for providing support in terms of services for the products served under fixed line data and voice which include ILL, MPLS, NPLC, PRI & SIPT.
- Managing problems in coordination with internal stakeholders for permanent closures.
- Adheres to service management processes and procedures to meet customer SLA and maintain customer satisfaction.
- End to end responsible for SIP/Delivery.
- Generating Upsell and cross-sell.
- Ensure high network uptime, redundancy, and future scalability aligned with business growth.
- Collaborate with NOC, Field Teams, and other teams to ensure a seamless customer journey.
- Ensure alignment between network capabilities and service offerings through coordination with Product and Sales teams.
- Lead incident management and service restoration during major outages or disasters.
- Leading a QBR & MBR (Monthly Business Review) meeting with customers involves a structured discussion to assess the customer's progress, identify challenges, and align on future strategies.
- Vodafoneidea
Service Delivery Manager
Tata communication Limited
04.2017 - 07.2024
- Lead multiple technical projects from initiation to completion (ILL, NPLC, MPLS, PRI & SIPT).
- Collaborated with cross-functional teams to ensure seamless execution.
- Developed and maintained project timelines and budgets.
- Conducted regular project status meetings and provided updates to stakeholders.
- Managed project risks and implemented mitigation strategies.
- Analyzing the Data shared by vendor & presenting the dashboard with all management thrice in a week.
- Handling SDWAN link deliveries for PAN India.
- Checking link delivery requirements in Empower.
- Initiating orders step by step process like PR/PO, infra readiness, material movement.
- Leading daily operations and monitoring performance.
- Developing and implementing process improvements.
- Establishing team goals and objectives.
- Training and mentoring new staff on company policies.
Technical Support Executive
Tata communication Limited
06.2015 - 03.2017
- Troubleshoot hardware/software problems.
- Provided technical advice.
- Installed and configured computer systems.
- Responded to customer inquiries.
- Improved customer satisfaction.
- Resolved customer technical issues.
- Maintaining client relationships and monitoring performance metrics.
Education
BCA -
Pune University
Pune01.2015
Skills
- Leadership and networking expertise
- Network management
- Incident management
- Service delivery
- Project management
- Customer service excellence
- Project management proficiency
- Service assurance strategies
- ITIL V3 infrastructure knowledge
- Vendor management skills
- Advanced Excel and PowerPoint presentation
Certification
- CCNA Routing and Switching, 200-125
- AWS Certified Cloud Practitioner
- Cisco SD-WAN, ENSDWI 300-415
- SD-WAN Provisioning certification
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Timeline
Service Assurance Manager
StarTek
07.2024 - Current
Service Delivery Manager
Tata communication Limited
04.2017 - 07.2024
Technical Support Executive
Tata communication Limited
06.2015 - 03.2017
BCA -
Pune University