Santosh Prabakaran
Bangalore
Summary
Accomplished change management consultant with extensive experience in global network operations, project management, and process improvement. Demonstrates expertise in ITIL practices, resource allocation, and statistical analysis to drive operational efficiency and deliver measurable results. Notable achievements include leading automation initiatives that reduced man-hours by over 30%, successfully managing critical projects such as the software upgrade of 4,500 core devices across a global estate, and receiving accolades for developing an API connection that enhanced customer collaboration. Adept at crisis management, team negotiation, and employee training, with a proven track record of achieving 95% accuracy in high-stakes projects. Career focus lies in leveraging change management expertise to optimize business processes and enhance customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Consultant- Change Management: Global Network Operations
COLT Technology Services India Private Limited
Bangalore
10.2010 - Current
- Leading initiatives toward the integration of Colt/Lumen, representing change management, to support important milestones as part of the project.
- As part of the integration, and to support the two businesses during the various phases. Milestones involved in driving automation in the process to carry out the BAU activities without much manual intervention.
- Led a couple of TSA exits that were achieved earlier than their schedule, leading to cost savings of $30k.
- Following the TSA exit, part of the change process was onboarded from Lumen to Colt, which involved outlining the process, and the necessary KT was imparted to the team members without any impact on BAU.
- Successfully onboarded the Infrastructure Change Management process from DCS to Colt, in view of the separation of the two business units during early 2023.
- Reduced man-hours utilized for achieving change management functions by over 30% by enabling RPA automations in the process.
- I was honored to receive acknowledgment for my exceptional leadership and technical expertise in delivering a critical project that involved the software upgrade of 4,500 NSN MSP (A-8100) core devices, encompassing the entire Colt estate. This achievement stands as a testament to my unwavering commitment to project management excellence, and dedication to ensuring a seamless transition.
- The recognition received for effectively managing the 'Tangerine Crisis' is a testament to the strength of our crisis management abilities. Commitment to putting our customers first. It underscores the importance of proactive planning, effective communication, and swift action in navigating challenging situations. Moving forward, I remain steadfast in my dedication to upholding these principles in crisis management, and ensuring the resilience and satisfaction of customers in the face of any adversity.
- Recognizing the need to streamline processes and leverage automation, I identified an opportunity to enhance the existing PW notification system. Through meticulous planning and collaboration with cross-functional teams, I successfully implemented the ICAL attachment functionality, which allowed for the automatic integration of PW details into the customer's calendar systems.
- I am immensely proud to have received accolades from Microsoft, a valued customer, for my role in developing an API connection between Colt and Microsoft. This achievement has had a significant impact on streamlining the communication process for planned work, fostering enhanced collaboration, and customer service.
- Led multiple critical change management projects with 95% accuracy, ensuring smooth communication with numerous stakeholders.
Project Engineer -NGN
ZTE Telecom India Pvt. Ltd
Bangalore
07.2009 - 08.2010
- The project at hand demanded efficient planning, meticulous execution, and effective coordination with various stakeholders.
- Recognizing the importance of meeting both internal and customer requirements, I embraced the challenge with determination and a focus on delivering outstanding results
- The installation and commissioning process required a comprehensive understanding of the project scope, technical expertise, and strong project management skills
- Leveraging my experience and knowledge, I developed a well-defined strategy, taking into account critical factors such as resource allocation, equipment readiness, and logistics coordination
- Obtaining acceptance test sign-off from a major customer of ZTE was a significant milestone in this project
- It underscored the quality of our work and the exceptional level of performance we achieved
- By adhering to stringent quality standards, conducting thorough testing, and addressing any potential issues proactively, we demonstrated our commitment to exceeding customer expectations
- Maintained daily performance checks for all machinery, ensuring optimum 24-hour performance at all times
- Facilitated in developing and training up to 10 employees
- Managed up to 6 teams of offshore technicians in conjunction with 3 subcontractors
System Support/Fault Management Engineer
Nokia Siemens Networks
Bangalore
12.2008 - 07.2009
- In my role, I am entrusted with a range of responsibilities that play a crucial role in ensuring the smooth operation and maintenance of the network infrastructure
- These responsibilities encompass corrective maintenance, customer care liaison, subcontractor coordination, alarm monitoring, performance management, and configuration management
- Furthermore, I collaborate with subcontractors and third-party vendors to resolve faults efficiently
- This involves coordinating and supervising their activities, ensuring they adhere to established standards and processes
- By effectively managing these partnerships, I help ensure the swift resolution of faults while maintaining high service quality and customer satisfaction
- In addition to fault management, I am responsible for alarm monitoring, keeping a vigilant eye on network alarms and promptly responding to critical issues
- This proactive approach allows me to identify potential problems and take preemptive measures to prevent service disruptions
- Trained level 1 support staff on technical and troubleshooting best practice
- Provided onsite and offsite support for emergencies and participated in on-call rotation 24:7 every other week
- By effectively carrying out these responsibilities, I contribute to the overall stability, performance, and customer satisfaction of the network
- My role requires a combination of technical expertise, communication skills, and meticulous attention to detail, allowing me to successfully address network issues, maintain positive customer relationships, and optimize network performance for seamless operations
Education
Bachelor of Engineering - Electronics & Communication
K.N.S.I.T
Bangalore01.2008
Diploma - Electronics & Communication
M.V.J Polytechnic
Bangalore01.2005
Skills
- PMP
- ITIL
- Resource allocation acumen
- Best practices implementation
- Operations management
- Customer service
- Process improvement practices
- Employee management
- Change management expertise
- Team collaboration
- Operations analysis
Certification
- Project Management Professional (PMP), Project Management Institute
- ITIL Intermediate Service Operations, AXELOS Limited
- Cisco Certified Network Associate, Cisco
- ISO22301 Business Continuity Management, BSI
- BS ISO/IEC 27001:2013 Information Security Management Systems, BSI
- Internal Auditor Training on Advanced Auditing Skills, BSI
Industry Expertise
- Project Management
- People Management
- Training Facilitation
- Project Co-Ordinator
- NOC Operations
- Change Management
- Training Design
- Data Cleaning
- Vendor Management
- CRM
Timeline
Consultant- Change Management: Global Network Operations
COLT Technology Services India Private Limited
10.2010 - Current
Project Engineer -NGN
ZTE Telecom India Pvt. Ltd
07.2009 - 08.2010
System Support/Fault Management Engineer
Nokia Siemens Networks
12.2008 - 07.2009
- Project Management Professional (PMP), Project Management Institute
- ITIL Intermediate Service Operations, AXELOS Limited
- Cisco Certified Network Associate, Cisco
- ISO22301 Business Continuity Management, BSI
- BS ISO/IEC 27001:2013 Information Security Management Systems, BSI
- Internal Auditor Training on Advanced Auditing Skills, BSI
Bachelor of Engineering - Electronics & Communication
K.N.S.I.T
Diploma - Electronics & Communication
M.V.J Polytechnic
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