Shailesh Savla
Vasai
Summary
A highly motivated and adaptable ITIL Expert and Lean Six Sigma professional with over 20 years of experience in the Tech Industry. Proven ability to build strong customer relationships, manage cross-functional teams, and drive service delivery excellence. Expertise in transitioning, operating, and project managing complex technical solutions, with a strong focus on customer satisfaction and business development. Seeking a challenging opportunity to leverage my skills and experience to enhance customer experience and drive business objectives.
Overview
22
22
years of professional experience
1
1
Certification
Work History
SERVICE OPERATION & DELIVERY MANAGER
Crossover
10.2023 - Current
- Oversee service delivery for key support accounts, including Airtel Fixedline, Airtel CGNAT, Asianet, ACT, TTSL WiFi, BSNL BNG Pan India, BSNL CGNAT, Vodafone AAA, and Hathway, aligning operations with corporate objectives and maintaining strict adherence to service level agreements (SLAs)
- Serve as the primary escalation point for critical technical incidents, partnering with Subject Matter Experts (SMEs) to ensure swift resolution and minimize service disruption
- Proactively identify and implement measures to improve service levels and enhance customer satisfaction
- Collaborate with Problem & Change Management teams to ensure Root Cause Analysis (RCA) is published and Corrective and Preventive Actions (CAPA) are executed effectively
- Track and analyze incident and problem management metrics to drive continuous service delivery improvement
SR. MANAGER - TECHNICAL OPERATION SUPPORT
Sterlite Technologies Limited - Acquired by: Nimzo-I Technologies Private Limited
08.2016 - 09.2023
- Spearheaded client engagement and fostered robust business relationships to unlock new business opportunities through strategic account mining
- Influenced client needs and expectations, ensuring high satisfaction levels in staffing and service delivery through persuasive discussions
- Negotiated and renewed Service Level Management (SLM) and Annual Maintenance Contracts (AMC), sustaining long-term account retention
- Expertly managed multiple projects simultaneously, employing strong prioritization, resource allocation, and time management skills
- Skillfully drafted and submitted commercial proposals for new requirements, adeptly negotiating terms to secure favorable outcomes
ITSM PROCESS CONSULTANT
Atos India Private Limited
07.2014 - 07.2016
- Spearheaded ITIL-based process implementation and Operation support, optimizing IT infrastructure management
- Enhanced IT process effectiveness and efficiency, achieving significant cost reductions
- Conducted comprehensive ITIL process reviews and recommended strategic improvements
- Established industry-standard processes and best practices for cutting-edge IT trend analysis
SENIOR GLOBAL PROBLEM MANAGER
Global Cloud Xchange
03.2011 - 06.2014
- Spearheaded problem management initiatives, driving identification, analysis, and resolution of complex issues
- Expertly analyzed major incidents and resolved problems, adept at identifying emerging trends
- Collaborated with cross-functional support groups to investigate and remediate known errors
- Actively engaged in Problem Management meetings, contributing to critical reviews and continuous improvement
SENIOR TECHNICAL ASSOCIATE / PROJECT LEAD
Tech Mahindra Limited
02.2007 - 02.2011
- Spearheaded maintenance and support for 20CN and 21CN infrastructures, alongside Retail Unix/Linux servers for British Telecom - UK
- Expertly crafted and delivered RUS, Monthly Metrics, PMR, and comprehensive management reports, including Highlights & Dashboard
- Conducted meticulous quarterly Security & Project Audits to ensure compliance and uphold the highest standards of operational excellence
SENIOR SYSTEM ENGINEER
Tata Teleservices Maharashtra Limited
03.2003 - 02.2007
- Install, commission, and transition BTS sites
- Perform functionality tests for various systems such as Motorola CDMA BTS, SIEMENS MUX, and NEC Paso link
- Maintain and operate Lucent 5ESS Switch
- Monitor alarms, escalate faults to the Transmission team, and handle customer complaints
Education
B.Tech - Electronics And Telecommunication - University Of Mumbai
Watumull Institue of Engineering
Mumbai, India03-2003
Advance Diploma in Computer Programming -
NMIMS
Mumbai, India03-1999
Bachelor of Science - Physics & Electronics
B.Sc
Mumbai, India03-1998
Skills
Client Relationship Management
SLA Compliance Management
Incident Management Expertise
Project Coordination
Collaborative Relationship Building
Telecom BSS/OSS Expertise
Network Implementation Expertise
Proficient in ITIL Framework
Business Relationship Development
Certification
- PMP Fundamentals.
STL Academy - Jan 2021 - Feb 2021.
- Lean Six Sigma. KPMG - Sep 2019.
- ITIL V3 Expert. Exin - May 2013.
- ITIL V3 Managing across Life Cycle. Exin - May 2013.
- ITIL V3 Intermediate.
APMG - April 2013 to May 2013.
- ITIL V3 Foundation. TUV - Feb 2013.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Gujarati
Advanced (C1)
Timeline
SERVICE OPERATION & DELIVERY MANAGER
Crossover
10.2023 - Current
SR. MANAGER - TECHNICAL OPERATION SUPPORT
Sterlite Technologies Limited - Acquired by: Nimzo-I Technologies Private Limited
08.2016 - 09.2023
ITSM PROCESS CONSULTANT
Atos India Private Limited
07.2014 - 07.2016
SENIOR GLOBAL PROBLEM MANAGER
Global Cloud Xchange
03.2011 - 06.2014
SENIOR TECHNICAL ASSOCIATE / PROJECT LEAD
Tech Mahindra Limited
02.2007 - 02.2011
SENIOR SYSTEM ENGINEER
Tata Teleservices Maharashtra Limited
03.2003 - 02.2007
B.Tech - Electronics And Telecommunication - University Of Mumbai
Watumull Institue of Engineering
Advance Diploma in Computer Programming -
NMIMS
Bachelor of Science - Physics & Electronics
B.Sc
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