RAHUL RATHORE

• Dedicated point of contact for key account in North India Region for all kind of support and integration related activities by customer.
• Incident and escalation management which requires liaising with different departments.
• Triaging and tracking product related bugs and improvements with engineering team.
• Product related technical consultation to customer for attaining operational excellence.
• Product related proof of concept during demos and exhibitions.
• Producing procedural documents like MOP, upgrade plans, KB articles, confluence data etc.
• Plan and manage resources for scheduled tasks like upgrades/maintenance for flawless execution.
• Assisting customer with several broadcaster and BECIL Audits.
• Optimizing integration between SMS and CAS system to gain operational excellence on API transactions.
• Participating in NOC support schedule for AWS hosted MuliDRM and VCAS application.

Achievements: -

• Introduced new product set with successful deployment taking care all the risks and mitigations in advance.
• Successfully managed to perform numerous system upgrades and migrations with no or minimal downtime.

• A customer facing role which required taking care of Global Tier-2 incidents in parallel to projects in Professional Services.
• Participating in Deployment and Integration opportunities of various system application components for customer projects.
• Producing and populating key documents like MOP, CSAT for scheduled upgrades/planned maintenance.
• Collaborating with Sales team for Pre-sales related activates like product solution proposals and POC.
• Achievements: -
• Produced knowledge base and strengthened by attending trainings and webinar for legacy compression/OTT/IPTV products, to support customers independently.
• Proficiently perceived support and escalation process which helps handling critical issues worldwide in customer's production systems.

• Global customer facing role which requires communication for product related issues over phone, email, and remote session.
• First level analysis with verification and categorization of issues reported by clients for different products.
• Working with Tier-2 and engineering team according to severity and priority.
• Help reproduce and resolve customer issues by providing them with necessary data.
• Creating MOP and performing scheduled upgrades/Planned maintenance over remote session for customer's systems.
• Achievements: -
• Implemented process-oriented approach in team to improve overall efficiency of support work force and smooth handover between different regions.

• Planning and execution of demonstrations in exhibitions, conferences, and other events in India and abroad.
• Liaisoning with sales team for pre-sales activities.
• Played instrumental role in addressing customer feedback related to STB product line.
• Worked closely with QA and Development team to reproduce and fix field issues by creating test environment for simulation.
• Product knowledge transfer with members of different teams.
• Achievements: -
• Have worked in indigenous product based company collaborating closely with Engineering/QA team, exposed to software and hardware development cycle.
• Drove many successful projects to customer handoff besides all technical and political challenges.

• Performing customer demonstrations for compression products and solutions offered by organization.
• Project planning which includes budget estimate , timelines and resource management.
• Producing BOQ of system component and High/Low level network architecture.
• Installation, Operation & maintenance DVB and IPTV Headend.
• Co-coordinating with clients for their technical issues and post sales activities.
• Achievements: -
• Build Headend solutions from scratch and integrated with third party solutions.
• Drove many successful projects to customer handoff besides all technical and political challenges.

• Operation & maintenance of Head End devices includes Modulator, Encoder, Trance-coders, Multiplexers, Satellite receivers, Network Switches, RF/IF amplifiers, and Optical transmitters.
• Configuration and conditioning of DVB stream & PSI-SI tables for quality transmission TV channels
• Providing support to Set Top Box testing team/vendors and producing reports.

Achievements: -

• Successfully managed operation of live cable Headend system for quality transmission with minimum downtime.