Santosh Dhone

Head of Production Support (ITSM, L2 Support, Deployment & DBA)

• Responsible for Service Management using industry standards, ITIL best practices and business requirements
• Creation and maintenance of Service Catalog
• Creation and maintenance of Service Desk workflows using JIRA SD
• Discuss, Finalize, Monitor KPIs for organization wide performance from SM perspective
• Problem Management based on data and statistics
• Responsible for change management process setup
• Responsible for Level 2 Support for Internal & external customers
• Responsible for implementation of changes in production environment and maintaining inventory of the same
• Carry out RA, BIA & Compliance Audits with help of external consultants
• Led projects and analyzed data to identify opportunities for improvement

Director – Business Operations, Service Delivery & Project Management

• Responsible for overall business operations of Neeco India along with Global Service Delivery, Product Management & Project Management
• End to End Product Management for CPE Business for Connectivity Services (SDWAN, MPLS, DIA etc...)
• Identify, design and build/tweak product offerings as per customer and market requirements for Managed Services
• Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets as per Product Deliverables
• Assisted with sales and marketing strategies to foster achievement of revenue goals.
• Oversaw supply chain functions to verify inventory levels and budget adherence.
• Use best industry standard practices (ITIL/ITSM/Lean Six Sigma) to create/improve product processes in Managed Services to ensure efficient and cost effective service delivery.
• Ensure profitability by means amalgamation of optimum costing/expenses and adequate pricing

Assistant Manager - Production Support

• Responsible for Level 2 support for internal and external customer for delivered product and services
• Established and handled production/Application Support unit for FIGmd India Pvt. Ltd. Which takes cares of Support of services & applications built using GCP
• Strengthened operational efficiency to remain cost-effective while maintaining quality service.

Senior Product Management Specialist

• Worked as Product Manager for Managed CPE (Customer Premises Equipment) Service/Product for ICT for SDWAN, DIA, MPLS LOBs
• Handled around USD 6 mn budget
• Worked intensively to finalize Price Book and Pricing tool which helped in reducing lead time for converting leads into customer
• Coordinate with cross-functional teams & stakeholders, building & managing long-term relationships with Global Product Partners including contracts, commercials, and periodic reviews
• Proficiently planned, developed, and executed product deliverable as per product roadmap, also defined key metrics which helped in preparing revenue reports / forecasts for the management.
• Active Participation in bids for reduced turn around time
• Onboarding of new partners in terms of services and technologies to support SDWAN Managed Services Portfolio
• Continual monitoring and improvement in product/service quality to ensure customer satisfaction

Technical Lead ( Global Customer Support)

• Handled technical support for Mobileum's VAS products like OM, NTR
• Deployment of new features in production environment
• Enhanced interfaces to promote better functionality for users.
• Provided educational expertise and mentoring to junior team members.
• Supervised architecture, design and implementation of company-wide platforms and applications.

• Assistant Manager - Signaling and Network Engineering Team

• Senior Executive - Mobile Service Delivery