Shubham Gautam
Gurugram
Summary
Strategic and technically adept Support Operations Leader with over a decade of progressive experience, including over five years in leading virtual, high-performance technical support teams. Proven track record of enhancing operational efficiency, driving ticket deflection, and delivering exceptional customer experience in 24x7 environments. Skilled in travel technology platforms, incident management systems, and ITIL best practices. Recognized for driving continuous improvement, building knowledge bases, and fostering team excellence through coaching and mentorship.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager
Tech Mahindra | Rakuten Japan & Germany Project
07.2023 - Current
- Lead a globally dispersed technical support team covering 24x7 operations for Tier 1 clients in the Telecom & IT domain.
- Achieved a 20% reduction in repeat incidents by developing a structured RCA framework and enforcing proactive monitoring.
- Championed a knowledge management initiative that resulted in a 30% increase in first-call resolution rate.
- Mentored and coached 100+ Engineers, improving team engagement scores and reducing attrition by 25%.
- Collaborated with cross-functional engineering and DevOps teams to resolve high-priority escalations, reducing average ticket resolution time by 18%.
- Spearheaded weekly performance review cadences and training programs, leading to improved SLA compliance from 92% to 98%.
- Established dashboards using Excel and ITSM (Rakuten Service Desk & JIRA) for tracking operational KPIs, increasing management visibility and data-driven decisions.
Manager - SW Quality Improvement
Capgemini Engineering | Viavi TM500 R&D Project
02.2022 - 06.2023
- Developed and implemented formal QA processes for 5G & 4G Technology software development programs, ensuring compliance with industry standards.
- Managed a virtual team supporting global customers with Viavi TM500 application and platform issues, ensuring seamless coordination across time zones.
- Collaborated across teams to integrate QA practices into the software development lifecycle, reducing software defects by 25%.
- Delivered Root Cause Analysis (RCA) training, enhancing the team's problem-solving capabilities using 5WHY and Fishbone techniques.
Specialist - ITIL Problem Manager
Ericsson | MBNL UK MS Project
05.2018 - 02.2022
- Led ITIL Based proactive and reactive problem management activities for MBNL/BT UK, achieving a 30% reduction in incident recurrence by automating problem detection using AI/ML tools.
- Analysed data from incidents and alarms, driving operational improvements across the telecom domain.
- Managed risk by applying strategic oversight, resolving issues within agreed SLAs, and ensuring compliance with ITIL standards.
- Managed complex programs with countrywide impact, contributing technical expertise and strategic insights to drive through analysis, execution, and change initiatives.
- Acted as a primary point of contact for stakeholder communication and decision-making, providing thorough and timely updates, reports, and recommendations to enable informed decisions.
- Championed ITIL methodologies and continuous improvement efforts, enhancing project delivery speed and quality.
- Ensured compliance with commercial obligations, contract terms, and governance standards, mitigating risks through diligent assessment and control execution.
Deputy Manager
Huawei Technologies | Zain Saudi Arabia MS Project
12.2017 - 05.2018
- Led the deployment of 4G RAN sites for Zain Saudi Arabia, increasing network coverage by 20%.
- Successfully managed software upgrades and fault resolution processes for Nokia WBTSs, eNodeBs, and RNCs, reducing network downtimes by 30%.
Network Specialist
Aricent | Huawei 4G Deployment Project
03.2016 - 11.2017
- Conducted LTE Network Performance Testing for Huawei, leading the Integration Lab and ensuring minimal downtime during testing phases.
- Resolved key performance issues, ensuring adherence to KPIs and improving overall network performance.
Specialist - RAN
Nokia | Global Care Support North America Region
06.2015 - 03.2016
- Provided Tier 3 technical support for 3G/4G networks, troubleshooting KPI anomalies, and performing software upgrades.
- Led remote troubleshooting and implemented emergency support measures for global customers.
- Understanding non-Radio issues which impact the network performance (Tx, core).
RAN Engineer
Ericsson | MBNL UK MS Project
06.2013 - 05.2015
- Investigation s troubleshooting of network related complex issue through internal message log analysis.
- Integration of EUTRAN, UTRAN s GRAN product such as eNodeb, NodeB, RNC, BSC, small cell.
- Capacity expansion of GSM, UMTSs LTE network s Network modernization.
- Software upgrade and patch updated of RAN product.
Fault & Configuration Management Engineer
Nokia (3rd Party Roll) | Vodafone & Tata Docomo MS Project
05.2009 - 05.2013
- Ensure all RAN faults (tickets) raised s received are dealt with promptly and efficiently and meet the relevant SLA targets.
- Supporting to all aspects of the RAN comprising RNC2600, AXC, WCDMA BTS (Flexi s Ultra) and Flexi Packet Radio MW, Flex packet Multiracial BTS.
- Provide remote support as commissioning, integrating, and troubleshooting RNC/NodeB.
- Troubleshooting of network's Data bottlenecks on an E2E basis in away to optimize the throughput and reach the best performance for Smartphones.
O&M Engineer
Pandian Technologies | Operations S Maintenance Support of Vodafone Network
05.2008 - 05.2009
- To keep 100% uptime of the network and ensuring no site will have outage because of Network problem.
- Conducting an acceptance test for newly integrated sites.
- Responsibilities included technical support to engineers in respective zones, coordinating with warehouse and Project team for new site roll out as well as Regular O&M activities.
- Perform activities like BSC representation, cabinet shifting, and Filter s power card change in BTS and BSC ET shift to NEC, BG20 s XDM100.
- E1 bypassing using RRI, FIU and E1/T1 cards from BSC to BTS and integrating, commissioning new sites.
- Installation of Nokia Ultra site BTS (Outdoor, Indoor, Midi indoor s metro hub).
- Co-ordination for the RF optimization of the network and the coverage related issues with the vender and RF Planning Team.
Education
B.Tech - Electronics And Communications Engineering
Veer Bahadur Singh Purvanchal University
UP India06-2007
Higher Secondary Education - Science
Pali Inter College
UP India06-2003
Skills
- Team leadership
- Incident & Escalation Management
- ITIL methodology expertise
- Operational KPIs & SLA Management
- Problem analysis expertise
- Remote team leadership
- Excel & Data Analytics
- 24x7 Support Operations
- Operational efficiency enhancement
- Employee relations and conflict resolution
Certification
- Project Management Professional (PMP), 2025-10-31
- ITIL Foundation Certification
Timeline
Operations Manager
Tech Mahindra | Rakuten Japan & Germany Project
07.2023 - Current
Manager - SW Quality Improvement
Capgemini Engineering | Viavi TM500 R&D Project
02.2022 - 06.2023
Specialist - ITIL Problem Manager
Ericsson | MBNL UK MS Project
05.2018 - 02.2022
Deputy Manager
Huawei Technologies | Zain Saudi Arabia MS Project
12.2017 - 05.2018
Network Specialist
Aricent | Huawei 4G Deployment Project
03.2016 - 11.2017
Specialist - RAN
Nokia | Global Care Support North America Region
06.2015 - 03.2016
RAN Engineer
Ericsson | MBNL UK MS Project
06.2013 - 05.2015
Fault & Configuration Management Engineer
Nokia (3rd Party Roll) | Vodafone & Tata Docomo MS Project
05.2009 - 05.2013
O&M Engineer
Pandian Technologies | Operations S Maintenance Support of Vodafone Network
05.2008 - 05.2009
B.Tech - Electronics And Communications Engineering
Veer Bahadur Singh Purvanchal University
Higher Secondary Education - Science
Pali Inter College
Professional Development
- Leadership & Change Management Workshop
- Agile & Scrum Training
Notable Projects
- Cloud RAN Deployment, Led the deployment of Cloud RAN components across multiple regions, ensuring a seamless integration with existing infrastructure and achieving 99.9% network uptime.
- AI/ML-Based Problem Detection, Spearheaded AI/ML-driven automation to enhance problem detection and reduce incident recurrence by 30% across MBNL/BT UK telecom service.
<Enter your own>
Title: Operations Manager
Hobbies & Interest
📘 Continuous Learning – Passionate about exploring emerging technologies in cloud computing, automation, and AI/ML.
🗣️ Public Speaking & Knowledge Sharing – Volunteer in mentoring programs and internal tech talks.
✈️ Travel & Cultural Exchange – Enjoy exploring new regions and understanding global work cultures.
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