Sapam Premanand
New Delhi
Summary
Experienced Client Engagement Manager with over 20 years of proven leadership in teams and as an escalation point for clients and internal departments. Exceptional at delivering excellent client services and building strong client relationships. Strong people management skills for effective coaching, leadership, and employee development. Specializes in maintaining exceptional IT performance standards through high service support SLAs and enterprise-wide IT management. Prioritizes user satisfaction and adapts support operations to meet their needs. Successfully fosters long-term, healthy service provider-customer relationships as the bridge between clients and operational delivery teams. Demonstrates expertise in governance, including service management, change management, continual service improvement, and customer satisfaction. Plays a crucial role in ensuring the highest level of operational service delivery. Possesses a strong technical background in various OEM platforms like UNIX, SUN SPARC Server/Intel Server, SAN, NAS, storages, clusters, networks, Mobile VAS Security, embedded SIM (eSIM) Technologies, Telecom Technology, and Subscription Management, M2M etc. Equipped to handle diverse IT environments. Works in a process-driven culture with predictable delivery to establish secure environments for organizations based on standards-based best practices. Expertise encompasses both technical and behavioral competencies, guaranteeing IT user satisfaction. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Client Engagement Manager
Giesecke & Devrient MS India Pvt.Ltd.
08.2011 - Current
- Managed and enhanced OTA products for major telecommunications companies in PAN India such as Aircel, BSNL, Uninor, MTNL, Airtel e-SIM, TATA Tele RCOM, Smartcom (Philippine), and KPN (Dutch).
- Achieved a consistent 99.999 uptime for supplied products and user cases, resulting in recognition
- Developed and executed staffing standards while conducting performance evaluations for team members.
- Spearheaded in implementation and managed services of multiple key products on OTA Delivery platform including DSTK, DM, BOM, SFM, SMSG, TCR, SIM TSD, CCA, Smart Roam, Smart Provisioning, Smart Manage Services.
- Significantly contributed to the successful integration of USSD , SMSCG , GPRS , Activation , Recharge , Balance Transfer / Checking and Prepaid Roaming launch on CAP2 and CAP3
- Successfully oversaw the day-to-day functioning of Airtel operations across India at ESIM Technologies.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Analyzed client feedback data to identify trends and inform future initiatives aimed at enhancing the overall customer experience.
- Established trust-based relationships with key decision-makers across a wide range of industries, positioning our organization as their preferred partner for ongoing engagements.
- Resolved escalated issues promptly and professionally, maintaining high standards in issue resolution times while preserving positive working relationships.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Deputy Manager Customer Service
Accel Frontline Limited
07.2006 - 08.2011
- Key projects managed: Title : Accelerated Power Development & Reform Programme (UP-APDRP) Role : Project Manager Scope : To build reliable and automated systems for sustained collection of accurate base line data, and the adoption of Information Technology in the areas of energy accounting before taking the regular distribution strengthening projects Steered the system integration for SUN M-Series, X-Series, Hitachi Storage, Backbone SAN backup Solution Backup Software Designed by OEM for APDRP for PR & DR location
- Title : Telecom Infra across India Client : Ericsson India Pvt Ltd & BSNL North Project Role : Project Manager Scope : System Integration for SUN M-Series, T-Series Series, X-Series, Sunfire Servers, Storedge 2XXX & Enterprise Backup Software Designed By OEM for BSNL Intelligent Network(IN) Project/MSDP & SDP for Prepaid customer Prevent outages by providing the known error to Ericsson team from Solaris & SUN hardware Title : Mobile numbers portability (MNP) BSNL & MTNL across India Client : Syniverse Technology Services India Pvt Ltd
- Role : Project Manager Scope : System Integration for SUN Servers, Storedge 2XXX & Enterprise backup software designed by OEM for BSNL & MTNL Mobile numbers portability (MNP) for Syniverse Supervise project task, project trackers, updates, assist the teams to ensure the timely response/resolve/installed for the OS/ VERITAS/Cluster and acceptance test
- Title : Telecom Infra Client : Bharti Airtel-IBMGS Role : Project Manager Scope : Check all the Sun Servers located at Bharti Airtel Domain across India running critical billing application data on Sun Servers & Solaris OE Manage high ended & midrange Server running on Sun-fire 25K, 6900, 6800, 4800, 3800, 2900, 880, 480, 440, 240 Servers & Sun StoRedge 35XX series across India Lead 10 engineers to maintain 24*7 Gold Spectrum Sun Support Onsite Timely escalate Sun for any hardware & Solaris issue to minimize the business outages.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Created and maintained strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Excelled in managing responsibilities related to customer servicing IT infrastructure management for Delhi region.
Asst. Manager Technical Support
Targus Technologies Pvt. Ltd.
05.2000 - 05.2006
- Supervised all aspects of after-sales IT services encompassing vendor management (regional tie-ups), project outsourcing, and call management. Orchestrated the planning and execution of retail operation sales system installation alongside site go-live activity.
- Provided leadership and mentorship to a team of over 30 engineers, ensuring successful delivery of services for multiple clients
- Pioneered the creation of a personalized Enterprise & Network Security Solution by integrating various platforms and vendors like HP/IBM, Cisco , Microsoft , NMS tools among others.
- Successfully led the implementation of Caller Ring Back Tone projects across 15 locations in India, serving Bharti Cellular Ltd as the client.
- Served as Project Manager overseeing the supply and integration process for over 60 HP High-end Rack Mountable servers on both Windows 2003 and Linux platforms. Implemented clustering and shared storage with MSA500 & MSA1000.
- Efficiently oversaw operational support and asset management on an independent basis.Ensured continuous operation with zero downtime
- Managed the project as the Project Manager at Delhi College of Engineering, Bawana, overseeing the WI-FI 802.11b/g Implementation & Security.
- Collaborated with core team to design and implement entire Wi-Fi Network,Implemented FMS technology to efficiently maintain and monitor the entire DCE network
- Designed and installed a call center server for EXL Services 4 Server with Raid 5 & IBM Server,Facility Management Services for Nokia India Pvt Ltd.: Managed IT - FMS for multiplications for Nokia India, i.e Gurgaon, Bangalore, Pune, Mumbai, Ahmadabad
- Facility Management Services for Institute of Company Secretary of India: Provided 24 x 7 support; handled integration of NMS tool to deliver Alerts via mail & SMS in case of equipment failure or performance degradation and implemented BS7799 standard within the organization as per guidelines lay down by Security Consultant
- Datacenter Implementation & Configuration for Bundy India Ltd, Haryana: Provided 24 x 7 support; managed 15 nos Of HP ML 350 Hardware Integration and Configuration with RAID 5; managed Windows NT 4.O Installation and Configuration of PDC, BDC, DNS, DHCP, File Server etc; installed Exchange 5.5 Server, HP Insight Manager to Monitor the entire Server installed and configure at Bundy India, Disaster Recovery setup using VERITAS Backup Exec 9.0
- Messaging Security Configuration & Integration for India TV, Noida: Provided new technology of hardware from OEM (HP) server, Microsoft, Symantec etc.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
Education
MBA - Operations Management
Sikkim Manipal University
Bachelor of Science - Information Technology
BSPL
Uttar PradeshSenior Secondary Examination -
CBSE Board
Secondary School Examination -
CBSE Board
Skills
- Planning & Management
- Service Delivery Management
- Project Management
- Technical Support
- Client Relationship Management
- Process Enhancement
- Team Management
- Training & Development
- Coordination
Certification
- Microsoft Certified Professional (MCP)
- Red Hat Linux Certification
Languages
English
Hindi
Manipuri
Hobbies and Interests
- Reading newspaper
- Football
- Playing Guitar
Training
- Project Management Professional Trained & PMI Member
- Trained ITIL Framework & ISO Process
- HP ASE
- IBM On Intel Servers Training
- Advance Diploma in Hardware & Networking Engineering
Timeline
Client Engagement Manager
Giesecke & Devrient MS India Pvt.Ltd.
08.2011 - Current
Deputy Manager Customer Service
Accel Frontline Limited
07.2006 - 08.2011
Asst. Manager Technical Support
Targus Technologies Pvt. Ltd.
05.2000 - 05.2006
MBA - Operations Management
Sikkim Manipal University
Bachelor of Science - Information Technology
BSPL
Senior Secondary Examination -
CBSE Board
Secondary School Examination -
CBSE Board
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