Sandeep Mathur

Service Delivery Leader | Global Program & Account Management

• Oversee end-to-end service delivery & program management for critical global enterprise accounts, ensuring seamless operations and business growth.
• Lead global teams (50+ resources, 250+ customers), driving performance, strategic decision-making, and high customer satisfaction.
• Align services with business needs, ensuring SLA compliance, KPI tracking, and stakeholder reporting for continuous improvement.
• Manage vendor relationships & proactive monitoring, reducing disruptions and enhancing service quality.
• Serve as the key account contact, ensuring consistent, high-level service delivery and strong client engagement.
• Spearhead major transformation projects (Tech Refresh, GMSC & Data Center Migrations, CCT Transformation).
• Optimize process automation through reporting portals and health check dashboards to improve efficiency.

Client Relationship & Service Delivery Excellence Operations, SLA & Program Management Project Leadership & Innovation

• Maximized customer satisfaction for Bharti Airtel (India & Sri Lanka) by leading strategic account delivery and ensuring seamless operations.
• Strengthened client partnerships through proactive engagement, real-time issue resolution, and data-driven service enhancements.
• Enhanced service reliability by implementing proactive monitoring, reducing downtime, and optimizing user experience.
• Built strong vendor alliances, ensuring seamless coordination and service efficiency.
• Consistently exceeded SLA targets by optimizing processes and driving service excellence.
• Drove IT infrastructure improvements through KPI-driven strategies and process automation.
• Implemented strategic growth initiatives, enhancing efficiency and business scalability.
• Delivered high-impact digital transformation projects, including CCT, IVR, and network modernization.
• Executed seamless migrations with zero downtime, ensuring business continuity. Key achievement Tech Refresh – Led a nationwide network upgrade (100+ sites). GMSC Migrations – Successfully transitioned mobile switching centers across multiple cities. Data Center Migration – Ensured a seamless transition of mission-critical services.
• Automated key processes, optimizing reporting, resource utilization, and system performance.

• Escalation Management: SPOC for major escalations, coordinating across teams for swift resolution.
• Technical Documentation: Developed installation and support guides for seamless deployments.
• Issue Resolution & Reporting: Managed critical issues with timely updates to senior management.
• Cross-Functional Collaboration: Partnered with key teams to drive effective solutions.
• Performance Monitoring: Analyzed SLAs & KPIs, delivering detailed performance reports.
• Technical Support: Troubleshot complex network issues across Ethernet Switches.

• Escalation & Incident Management: Led critical escalations, coordinating with CSAM, PLM, and senior management for resolution.
• Technical Support: Provided expert troubleshooting for MSS 7K/15K and Metro Ethernet Routing Switches (MERS, ERS 8600) across enterprise and service provider networks.
• Emergency Response: Delivered 24/7 ETAS support, ensuring rapid issue resolution and quality RCA delivery.
• Customer & On-Site Support: Assisted with network integration and provided on-site support as needed.
• Technical Documentation: Developed installation and support guides for seamless deployments.
• Cross-Functional Collaboration: Worked closely with installation, engineering, and pre-sales teams to develop optimal solutions.

• Strategic Network Planning: Designed and implemented optimized network configurations for seamless operations.
• Error-Free Deployment: Applied precise configurations on Nortel 7K, 15K Passports, and Nortel DPN devices, ensuring minimal downtime.
• Configuration Management: Activated configurations based on traffic conditions—Immediate, Low Traffic, Customer-Coordinated, or Batch Mode.
• Database Maintenance: Regularly updated and maintained configuration records for accuracy and efficiency.

• Escalation Management: Effectively handled customer escalations, ensuring swift resolution and enhanced satisfaction.
• Technical Reporting & Documentation: Prepared, analyzed, and updated comprehensive technical reports while creating training documents to enhance team expertise.
• Network Planning & Pre-Sales Support: Provided strategic network planning for SOHO customers, offering tailored pre-sales solutions to optimize performance.
• Installation & Troubleshooting: Led the installation and configuration of NETGEAR SOHO devices, delivering advanced technical solutions and resolving complex network issues efficiently.

• Escalation Management: Effectively handled customer escalations, ensuring swift resolution and enhanced satisfaction.
• Technical Reporting & Documentation: Prepared, analyzed, and updated comprehensive technical reports while creating training documents to enhance team expertise.
• Network Planning & Pre-Sales Support: Provided strategic network planning for SOHO customers, offering tailored pre-sales solutions to optimize performance.
• Installation & Troubleshooting: Led the installation and configuration of NETGEAR SOHO devices, delivering advanced technical solutions and resolving complex network issues efficiently.