Hi, I’m
Ram Tople
IT Operation Manager
Pune,MH
Summary
Accomplished IT professional with over 18 years of diverse experience in IT systems management, incident management, and NOC management, consistently achieving year-on-year success. Recognized for a strong ability to solve complex problems and leverage technology to align with business objectives while mitigating risks. Proven track record in managing major customer accounts end-to-end, taking ownership of critical incidents, ensuring effective communication with stakeholders, and facilitating thorough post-incident reviews. Exceptional relationship-building skills foster superior stakeholder management and enhance collaboration across teams.
Overview
19
years of professional experience
3
Certifications
3
Languages
Work History
Fujitsu Consulting India Private Limited
IT Operation Manager
09.2022 - Current
Job overview
- Key Result Areas: As IT OPS Manager – NOC
- Leadership & Team Management
- Lead, mentor, and manage a diverse team of ~70 professionals across multiple domains (Network, Wintel, Linux, Backup & Storage, SAP, Scheduling, and Database, Automation, and L1 operations).
- Define roles, responsibilities, and performance expectations for each team member and ensure accountability.
- Develop career growth plans, conduct regular performance reviews, and drive employee engagement & retention.
- Manage workforce planning, shift rosters, and resource allocation to ensure 24/7 coverage for critical services.
- Service Delivery & Operations Excellence
- Ensure smooth day-to-day operations of customer infrastructure services.
- Monitor SLAs, KPIs, and OLAs for each domain and ensure compliance with contractual commitments.
- Implement ITIL best practices for incident, problem, change, and service request management.
- Act as escalation point for high-severity incidents, ensuring timely communication and resolution.
- Drive root cause analysis (RCA) and problem management to prevent recurring issues.
- Technology & Domain Oversight
- Oversee infrastructure services across multiple technology towers:
- Network – uptime, monitoring, troubleshooting, capacity planning.
- Wintel/Linux – OS patching, security compliance, performance monitoring.
- Backup & Storage – ensuring data integrity, backup success rates, restore validations.
- Database (DBA) – performance tuning, backups, upgrades, DR drills.
- SAP & Scheduling – monitoring, job execution, troubleshooting, performance optimization.
- Automation – drive automation of repetitive tasks, reduce manual efforts, and enhance efficiency.
- L1 Team – monitoring, first-line triage, escalation handling.
- Customer & Stakeholder Management
- Act as the primary interface between customers, service delivery teams, and senior management.
- Ensure customer satisfaction by providing proactive updates, performance reports, and strategic inputs.
- Participate in governance meetings, service reviews, and operational status reporting.
- Address escalations with professionalism and drive service improvement initiatives.
- Governance, Compliance & Risk Management
- Ensure compliance with information security policies, audit requirements, and regulatory frameworks.
- Monitor risks across infrastructure towers and create mitigation strategies.
- Conduct regular DR (Disaster Recovery) and BCP (Business Continuity Planning) drills.
- Drive standardization of processes, documentation, and reporting.
- Continuous Improvement & Innovation
- Identify areas for process optimization, automation, and cost savings.
- Implement new tools, technologies, and practices to enhance infrastructure reliability and performance.
- Encourage a culture of continuous learning and cross-skilling within the team.
- Drive shift-left initiatives to empower L1 teams and reduce dependency on higher-level support.
- Reporting & Analytics
- Publish operational dashboards and reports covering SLAs, incidents, change success rates, and customer satisfaction.
- Provide capacity and performance analysis for proactive infrastructure planning.
- Present operational metrics and improvements to senior leadership and customers.
CompuCom CSI Systems Ltd
IT Systems Manager
10.2020 - 09.2022
Job overview
- Key Result Areas: As IT Systems Manager – MNS NOC
- Responsible for Managing 24x7 Network Operations Support team for Managed Network Services with 40+ direct reportees and to provide escalation support for the quick resolution of the incidents.
- Manage, Review and propose effective strategies in regard to Business Goals, KPI, SLAs, schedules, budget, resource & skill set management, team coordination and performance improvement initiatives; Implement and recommend changes to procedures and processes where needed and design processes for the team improvement along with providing support of the network environment and be actively engaged in making a positive difference through highly technical counsel and mentoring.
- Coordinating with Clients and Senior Leadership to provide Periodic Statistics data along with operational matrix reports and trend analysis for the client.
- Escalation Management, Stakeholder Support, Coordination & Management. Sync up meetings with OPS Support, Client & Stakeholder teams within Scope to make sure optimum Quality Delivery.
- Prospectus Resource forecasting, proposal, planning and the hiring of the Networking staff via demand fulfillment.
- Team Goal Setting in Line with Organization & Client Goals, Annual Performance Appraisal, Continuous Feedback & Personal Improvement Plan and Growth Plan for Individuals.
- Helping teams with workload management, Task Prioritization and guiding teams for P1 & P2 issues and coordinating with stakeholders, vendors & Clients for quick ETA & resolution and Keeping team motivated for Optimum performance. And maintaining Known Error Database.
- Achievements:
- Leadership Excellence Award (Q3-2021) – Received recognition for providing prominent growth to one of the oldest account in the NOC
- Team of the Quarter Award for NOC Team. (Q3-2021)
Global Cloud Xchange
Incident Manager
08.2018 - 10.2020
Job overview
- Key Result Areas: As Incident Manager
- Leading the Global NOC operations at Global Cloud Xchange; providing executive leadership to team of L1, L2, L3 Network Engineers and Foreign Language Support. Also manages 25 direct reports.
- Administering 24x7 NOC, ensuring smooth operational work, tracking progress of various regional (FIS and UK) queues; managing Service Desk Function catering to customers across the globe.
- Manages end to end network (MPLS, Internet Leased Line, ADSL Link, SD WAN - Meraki, Cloud Services and Rapid Deployment 3G/4G kit.) of GCX global clients. Ensuring SLA Targets are met.
- Escalation SPOC for all Severity 1 incidents, major outages and ensure communication to both internal and external stakeholders.
- Coordination with various internal as well as external stake holders in resolving customer incidents within the agreed TAT
- Delegate and drive internal infrastructure maintenances and customer change requests
- Drive governance call with internal teams and service managers
- Drive weekly calls with customers regarding any ongoing incidents
- Ensure Incident Time line or Root Cause Analysis Report is created and shared with the customer as per agreed SLAs
- Conduct monthly operational review meetings with carriers
- Conduct biweekly meetings with the operation team members to ensure all the required processes are followed, discuss lessons learnt during the review period and mentoring
- Schedule internal technical and process trainings for the operation team members on as need basis
- Other daily shift lead responsibilities which includes ticket queue management, shift handovers, monthly shift roaster, incident management, etc.
Reliance Jio Infocom Limited
IP Access Lead
01.2015 - 08.2018
Job overview
- IP/MPLS network planning & Implementation in CG Circle
- IP planning done for small cell sites in malls, hospitals and also for College WIFI, Open WIFI, Enterprise Customers etc.
- Incident Management of major outages, coordination with NOC and field team to draft and rollout RCAs
- Handling team for proper I&C and quality work on field
- Proper documentation of major Incidents to avoid major future outages and quick resolution for better customer satisfaction
- People Management to understand and resolve issues, motivate and train team members
- Drove project for Network Integration in co-ordination with different functions
- To manage & support different vendors assigned for installation of electronics, material storage & movement, Site & Network ATP
- Co-ordination with NHQ Planning & deployment team for Network build & integration as per design & guidelines provided by them
- Managed the Network Deployment with over 5000 Cisco boxes across the Circle
- Link Upgradation throughout the Circle for highly utilized links
Alcatel-Lucent Managed Solutions India Private Limited
Engineer-Data (O&M Team)
04.2013 - 11.2014
Job overview
- Maintained 3G network in Chhattisgarh Circle, maintained IuCS and IuPS links, VLAN passing in IPRADIO and Switch
- Worked with 3G planning team to integrate new Node connectivity
- Maintained GPRS connectivity from GSM BSC to RDN network
- Maintained MSC connectivity to RDN network
- Maintained DCN network for visibility of all connected nodes
- Bandwidth upgradation of all highly utilized links in network
- Coordinated with Wireless and RF teams for escalated issues and fix the same
- Guided field engineers for problem resolution
- Drove hardware replacement of high end routers like Juniper M120i and Alcatel Lucent 7750 SR
Reliance Globalcom Ltd
Network Engineer
08.2008 - 07.2011
Job overview
- Proactively monitored customer networks via the use of RGCOM network tools
- Taking immediate corrective action to restore services
- Driving resolution through third parties such as carriers & maintenance teams
- Maintaining customer communications during the problem resolution
- Escalating issues in accordance with our procedures
- Conducting regular testing of networks and services in accordance with our processes
- Adherence to tasks assigned/requested by management Team
- Communication with carriers, equipment suppliers and third party vendors for field support
- Communication across different teams, network, security, application awareness for resolution of incidents
- Ensure compliance with Customer & RGCOM Escalation Processes
TATA Communications (VSNL NOC at Prabhadevi, Mumbai)
Associate Network Engineer
02.2007 - 08.2008
Job overview
- As a part of VSNL TAC, was responsible for first level troubleshooting for hardware and software/IOS related issues of Cisco devices and escalate them to senior engineers
- Health check of VSNL Backbone network by logging in to router and various other tools like MRTG.
- Handled H/W issues of router with Cisco TAC and raising RMA by providing various logs from particular host router
- Maintaining Co-ordination between regional VSNL Centres and Cisco TAC regarding RMA issues.
- Providing remote assistance during PE activity (IOS up gradation, card insertion etc.).
- Maintaining details of EFA, bugs, PE, and cases opened with Cisco TAC on daily basis.
Education
Shri Ramdeobaba Engineering CollegeNagpur
B.E. from Computer Science
06.2006
University Overview
Nagpur University
Anjuman PolytechnicNagpur
Diploma from Computer Engineering
04.2003
Skills
Service Delivery Manager
Operation Manager for Infrastructure
Major Incident Management
Change Management
Problem Management
Project management
Certification
Cisco Certified Network Associate (CCNA)
Personal Details
- Date of Birth: 27th July 1983
- Hometown: Nagpur
- Gender: Male
- Marital Status: Married
Timeline
IT Operation Manager
Fujitsu Consulting India Private Limited
09.2022 - Current
IT Systems Manager
CompuCom CSI Systems Ltd
10.2020 - 09.2022
Incident Manager
Global Cloud Xchange
08.2018 - 10.2020
IP Access Lead
Reliance Jio Infocom Limited
01.2015 - 08.2018
Engineer-Data (O&M Team)
Alcatel-Lucent Managed Solutions India Private Limited
04.2013 - 11.2014
Network Engineer
Reliance Globalcom Ltd
08.2008 - 07.2011
Associate Network Engineer
TATA Communications (VSNL NOC at Prabhadevi, Mumbai)
02.2007 - 08.2008
Anjuman Polytechnic
Diploma from Computer Engineering
Shri Ramdeobaba Engineering College
B.E. from Computer Science