Shankar SS

Completing the international (EU & US) regions core network deployment projects on-time & managing the people manager role.

Project Manager Responsibilities: -

• Handling projects delivery across different networks & platforms Transmission, IP, AS1273, GDCN.
• Projects can be of different complexities like Site Migration, Optimization, Upgradation, Closure, etc..
• Supporting the senior management for the preparation of business case and the budget requirements.
• Setting Kick of Meeting with key stakeholders & project team to define project scope, required deliverables, timelines & milestones. Roles and Responsibilities & Communication plan.
• Developing detailed project plan and ensuring all the key milestones are driven on track.
• Lead project review meetings with project team to track project status and milestones.
• Negotiate costs with vendors and conduct thorough analysis of supplier quotes.
• Manage vendor relationships for hardware and consumables procurement
• Oversee funds management to ensure timely release of purchase orders to suppliers.
• Initiate change requests and coordinate with the change management team to secure necessary approvals.
• Ensure timely delivery of projects to meet operational expense (OPEX) savings targets.
• Plan and execute network migrations in collaboration with operations teams, providing troubleshooting support as needed.
• Conduct monthly cost analysis meetings to review savings achieved and develop future cost reduction strategies.
• Prepare and submit financial reports to senior management on project performance and cost savings.
• Ensure compliance with all Service Level Agreements (SLAs) and quality metrics.
• Ensure timely procurement and delivery of necessary hardware to warehouse facilities
• Schedule and coordinate NOC (Network Operations Center) teams and field vendors according to project timelines for circuit migration and testing activities
• Ensure circuits are Ready for Service (RFS) and properly handed over to operations teams with complete documentation

People Manager Responsibilities: -

• Prepare and lead review meetings with clients and senior management to discuss performance and outcomes.
• Work to enhance Employee Satisfaction (ESAT) scores through targeted engagement initiatives.
• Build and maintain strong client relationships to improve Net Promoter Score (NPS) ratings
• Conduct quarterly performance reviews with team members, providing feedback on strengths and areas for improvement
• Develop and assign capability development plans while ensuring learning hour targets are met across the team
• Facilitate cross-functional training programs to enable job rotation and skill diversification
• Collaborate with team members to develop and implement Customer Service Improvement Plans
• Drive automation initiatives within existing processes to reduce costs and improve efficiency
• Assist in the recruitment process for new team members
• Ensure comprehensive onboarding for all new joiners

Program Management – Lead Site Rationalization and Network Optimization programs

• Review approved business cases to understand project scope, schedules, and budget allocations.
• Analyze budget requirements for program completion and ongoing financial needs
• Collaborate with planning teams to ensure design completion meets project specifications.
• Prepare RACI charts for effective stakeholder management and accountability.
• Conduct kick-off meetings with all key stakeholders to align on project objectives.
• Obtain High-Level Design and Solution documents required for deployment and migration activities
• Coordinate network design integration in inventory management systems (Cramer, MORI, TC10, COPS).
• Ensure infrastructure readiness by securing space and power requirements at colocation sites.
• Coordinate with suppliers to manage agreements and procurement processes.
• Release Purchase Orders to suppliers and vendors according to project timelines
• Develop comprehensive project plans and ensure team adherence to the set milestones
• Manage projects using RAID documentation (Risks, Actions, Issues, Dependencies).
• Obtain Change Request approvals from change management teams with proper justification
• Plan and schedule resources for installation, commissioning, and migration activities
• Ensure error-free testing for seamless handover to Operations teams
• Manage project spend using finance tracking tools and budgetary controls
• Prepare weekly dashboards for senior management updates on project execution, timelines, and milestone achievement
• Update milestone progress, phase gate checks, and key achievements in Project Portfolio Management (PPM) tools
• Maintain risk and issue updates in centralized tracking systems
• Track project progression through effective monitoring and controlling mechanisms
• Conduct sprint review meetings and sprint planning sessions for agile project delivery
• Document lessons learned in centralized SharePoint registers for future project reference
• Implement continuous improvement processes based on project outcomes and stakeholder feedback.

Project Lead – Vodafone UK Order Management

• Lead a Small Medium Enterprise delivery team for customer Vodafone UK Ltd
• Coordinate individual discussions with direct reports on goal setting, performance reviews, career development planning, and compensation administration.
• Conduct regular performance governance and take proactive actions to mitigate risks that could breach agreed Service Level Agreements (SLAs)
• Monitor team KRAs and KPIs on monthly and periodic basis, publishing required performance reports
• Complete quarterly and year-end reviews while participating in formal coaching sessions and providing continuous guidance to team members
• Recognize and reward team members based on exceptional performance, client appreciation, and voluntary contributions
• Prepare and present monthly, quarterly, and annual team performance reports to clients and internal stakeholders
• Initiate, drive, and manage client escalations on priority basis to meet customer expectations
• Conduct weekly meetings with onshore delivery managers to discuss performance, new requirements, changes, improvements, and support needs.
• Ensure exceptional customer service by training employees and providing constructive feedback on areas for improvement and development.
• Successfully implemented service improvement plans that reduced order delivery cycle-time from 45 days to 30 days
• Increased team productivity from 85% to 95% through regular governance and audit processes

Project Implementation Manager – Customer Order Management

• Manage customer order deliveries according to agreed baseline timelines and service commitments
• Conduct weekly meetings with project managers to understand priorities and highlight potential risks
• Ensure timely updates of all customer orders with accurate and complete information
• Handle provide orders for diverse product portfolio including Ethernet Wireline, DIA, IPVPN-QoS, NPLC, IPLC, and Whole Access solutions.
• Track and coordinate multiple teams including Planners, Circuit Writers, SDH Build teams, SDH Provisioning teams, and Field teams to ensure end-to-end tested project delivery before agreed service dates
• Engage with third-party suppliers to obtain quotes and arrange necessary materials
• Raise and manage purchase orders for suppliers to ensure timely procurement
• Raise change requests for scheduling network outages and maintenance windows
• Schedule field engineers for customer circuit testing and seamless handover processes

Service Account Manager – Enterprise Business (Customer Relationship Management)

• Serve as single point of contact for customers in the post-sales phase, overseeing the complete service process and optimizing individual areas in conjunction with relevant functions
• Handle both service assurance and delivery for customer accounts across multiple service lines
• Conduct regular customer meetings to establish comprehensive understanding of business drivers and map current service requirements against future needs
• Support Account Managers and pre-sales engineers on major bids and service expansions by providing guidance on service delivery, performance expectations, and current installed base details
• Collaborate with Account Managers to protect existing revenue streams and identify new revenue improvement opportunities
• Maintain detailed documentation including relevant correspondence, customer service documents, and high-level network diagrams
• Ensure timely resolution of all reported customer problems in accordance with contracted Service Level Agreements (SLAs)
• Manage service portfolios including PRI, Leased Line, DIA, VPN, and Centrix circuits on both MEN and TDM networks
• Conduct fault analysis for repeated customer link issues and provide corrective recommendations to planning and NOC teams for permanent solutions
• Coordinate with project coordinators across different locations to ensure delivery commitments are met
• Provide customer training on web portal tools, fault management procedures, and escalation processes
• Assess and communicate impact of planned maintenance activities to customers
• Manage Change Management requests where customer networks may be affected
• Analyze latency and routing issues while monitoring local network health for circuit rerouting decisions
• Educate customers on bandwidth optimization and guide upgrades, resulting in increased revenue generation

• Managed Broadband and Wide Area Products including Ericsson and Lucent IP DSLAM systems
• Configure DSLAM (Digital Subscriber Line Access Multiplexers) for broadband circuits through PEM and Metasolv platforms.
• Configure DSL routers with Static (Transparent Bridge & IPoA), Dynamic (PPPoA), and Overlap (PPPoE) NAT procedures
• Monitor DSL and Metro-E Broadband Networks while providing backend support and coordinating with field engineers
• Implement and configure DSLAM systems across various locations, resolving associated technical problems
• Resolve broadband customer technical issues including authentication problems, website browsing restrictions, and email-related concerns
• Troubleshoot latency issues for Static IP DSL customers by analyzing local loop health and routing problems
• Install Ericsson IP DSLAM (PoE Technology) and configure EDN 312 XP, ESN 108, and ECN systems with E1 feed and MAN OFC feed
• Manage DSLAM co-location with Tata Tele Services and other partners
• Provide real-time technical support to field engineers during DSL and MAN implementations
• Coordinate troubleshooting efforts between backend systems and on-site technical teams
• Resolve Metasolv platform-related technical problems and system integration issues
• Diagnose ADSL2 line status issues in PEM systems
• Monitor E1 feeds to DSLAMs using Network Management System (NMS) tools including WhatsUp Gold and MRTG