Shubhamoy Sarkar
Gurgaon
Summary
18+ Years of Collaboration & Customer Experience, with a fantabulous firsthand demonstrated work history of grit and passion in the Unified Collaboration industry. Skilled in Microsoft Teams, Cisco Webex cloud, Telepresence, and UCCaaS.| Hosted Collaboration Solutions (HCS) and Contact Centre. Result-oriented professional with a proven record of achievement in conceiving & implementing effective ideas; targeting senior level assignments in IT Operations / Service Transition / Project Management / Customer Relationship Management / Process Transformation / & Service Delivery with leading organizations
Strategic manager with dynamic career of 18+ years that reflects rich global expertise & year-on-year success in Service Transition, Customer Satisfaction, Process Transformation, Service Delivery & IT Operations across the globe Quality focused delivery strategist, problem solver & primary customer service leader credited with building world class service; recognized as “Consistent Top Performer” across the career Proven skills in directing project activities from conceptualization to execution including business definition, feasibility & optimization, planning & implementation and transition as per pre-set norms Skilled in defining global support service standards / guidelines that act as benchmark for excellent service delivery as per global standards & SLAs; analyzing data for continuous improvement in delivery & improving customer satisfaction A strategic planner with proficiency in streamlining business processes, defining continuous improvement activities, accelerating employees’ strengths & building powerful teams that can conquer any obstacles Directed cross-functional & cultural teams using interactive & motivational leadership; acknowledged for coaching, guiding & mentoring team members to achieve resource wise productivity & optimization A forward-thinking person with strong communication, analytical & negotiation skills; well organized with a track record that demonstrates self-motivation & creativity to achieve corporate & personal goals Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
18
18
years of professional experience
5
5
Certification
Work History
Global Tech OPS Manager II
Aon Corporation
04.2022 - Current
- Leading collaboration domain of 13 team members delivering technical support services to 70k colleagues across the globe.
- Ensuring strict adherence to SLA and MTTR requirements while promptly servicing colleagues in line with predefined guidelines for respective domains.
- Steering high level of colleague satisfaction & commitment through effective performance management and evaluation & career development programs.
- Conducting performance audits of the team, ensuring regular feedback and performance discussions based on colleague’s feedback, factual data and metrics, and guiding individuals and the team towards achieving goals set under the Continuous Improvement (CI) program.
- Driving short term improvement plans against KPI’s while focusing on developing Customer Satisfaction and Service improvement plans for the long- term to meet overall customer satisfaction targets (NPS).
- Fostered a positive and transparent work environment that enabled everyone to perform at their best by conducting team-building exercises and regular meetups.
- Collaborating with cross-functional teams to identify and resolve customer issues and improve customer satisfaction.
- Proven ability to effectively manage multiple tasks and make informed decisions in dynamic, high-pressure environments, while critically evaluating information to ensure accuracy and relevance.
- Collaborating with Business & IT Teams to gather, clarify & refine requirements, guiding architecture & design of applications and infrastructure.
- Coordinating with various matrix teams, driving meetings for constructive discussion towards solution achievement.
- Supporting Agile Team for creating and demonstrating Proof of Concepts (PoC); developing reference architectures and coding best practices to perform a variety of architecture analyses and evaluating leading-edge technologies for use in enterprise.
- Presenting & explaining architecture and technology related subjects to other technologists, leadership, and colleagues.
- Working with architectures and design teams for new solutions around existing and new problem spaces; and took solution ownership and stimulated design to completion.
- Establishing best practices to help team and driving adoption of these best practices around operations, design, quality & performance.
- Translating solution architecture definition into physical architecture requirements based on expected volumes, load, and other technical requirements.
- Analyzing & estimating efforts and project plans based on requirements; creating functional and technical documents; mapping specifications for integration and transformation.
- To lead, manage, and develop an operational team handling bespoke catalogues, ensuring the achievement of KPIs related to People Management. Focus on reducing Mean Time to Resolution (MTTR) to enhance overall customer experience.
- Participating in review meetings with leaders and account teams/stakeholders, assuming responsibility for customer satisfaction targets, and managing the implementation and rollout of a Customer Satisfaction Plan informed by survey results and colleagues’ feedback.
- Assuming responsibility for cultivating and maintaining customer service relationships, while leading strategic initiatives across operational units. Accountable for strategic resource planning to manage work volumes, ensuring teams fulfil their commitments and achieve financial, personnel, and client objectives.
- Demonstrating broad knowledge of corporate policies, products/service portfolio, markets, and processes.
- Producing management information, including KPIs and reports and analyses.
- Delivered MS Teams calling migration from Webex DI platform Globally, comprising of more than 400+ offices, ~70k colleagues without any/limited complaints. Monthly saving of $250k and annual saving of $3M.
- Moved APAC and LATAM regions (500+) Contact Center Colleagues (Client Facing) from in-house UCCX to Webex Contact Center platform. For ease of management, operations, costing and maintenance.
- Migration to compliant call recording to Dubber Call Recording Solution (Cloud based) from Verint Verba (inhouse server based) for APAC, EMEA and South Africa. Meeting the standards and fulfilling the compliance and regulatory requirements for EMEA.
- Worked with multiple teams (Service NOW, Automation Service Delivery) in getting the MACD (Move, Add, Create and Deletion) process automated end-to-end, enhancing colleague experience and to ease the operations. Creating a huge impact to the onboarding and offboarding of colleagues at Aon in terms of timelines and KPIs.
- Migration of South Africa (~7k Colleagues) from Avaya Communications Manager to Webex DI. Practicing Global Standards and ease of management.
- Onboarding of Switzerland, Italy and France (~5k colleagues) from local PBX solution to Webex DI. Practicing Global Standards and ease of management.
- Migration from Global Protect to zScaler Private Access (ZPA) (Always On VPN) for ~70k colleagues. Part of tech-upliftment.
- Migrated monitoring of Network devices, Voice Infrastructure and Video Endpoints to HPE OPSRamp (Monitoring platform) from nGenius. Technology upliftment. Worked during the implementation of ITOM (Service NOW) as aggregator of the alerts generated from OPSRamp.
- Migration of all inhouse servers, hosted in several datacenters to Azure Cloud. Technology Stack Migration (TSM -Project). Annual saving of ~$1M. Part of Global Standard, cost effectiveness and operations ease.
Global OPS Tech Lead
Aon Corporation
10.2017 - 03.2022
- Acting first point of escalation for colleagues’ and internal stakeholders for driving, developing, managing, and maintaining the major incident process and associated procedures while demonstrating good knowledge of Aon’s Infrastructure and own products and processes to ensures delivery of an excellent colleague experience.
- Proven ability to coordinate a large group of technical contributors during high-priority incidents, effectively multitask, and make sound judgments to maintain control during fast-paced major incident bridge calls.
- Accountable to deliver work on time, proactively driving, facilitating, and leading the technical resolution of complex and highly visible technology incidents within defined SLAs, ensuring maximum system availability, enabling the expected business benefit and to the client’s satisfaction, managing issues, risks, and dependencies successfully along the way.
- Defining the software modules needed for an integration build and produced a build definition for each generation of the software.
- Incidents, Availability/Proactive Monitoring, Change Management and Problem Management support for Voice and Network operations.
- Respond to network outage events with extreme urgency and professionalism.
- Install and maintain all network infrastructure utilizing government and industry security best practices.
- Receive escalated calls from colleagues and technicians to resolve major, critical, and complex network software and hardware problems.
- End User interaction to resolve any problems/issues and solve the queries.
- Movement from scattered and different regional collaboration/communication tools to Global Standard discussed/finalized/tested/approved applications. Sametime to Webex, Local PBX and in-house Cisco Unified Communications Manager to Verizon Hosted Collaboration Services (HCS) namely Unified Collaboration and Communications as a Service (UCCaaS). Part of Aon Global Standardization Process.
- UCCaaS to Webex DI Migration (Movement from Verizon Hosted Collaboration Solutions (HCS) to Cisco’s Webex Dedicated Instance (DI)) saving $150k monthly from operational cost.
- Movement from in-house Cisco Telepresence setup to Webex hosted and Cisco Video Integration (CVI) for MS Teams and Zoom calls available with Cisco Video Endpoints (4k+) across the Globe. Cost effectiveness and 99.99% availability goal.
- SNOW Forms uniformity, one Global form for all AV needs. Simplifying the process for colleague experience.
- End colleagues KT sessions for any new products and features implemented.
- Migration of entire Australia (40 Office Sites) to one single Cisco CUBE, New Zealand (55 Office Sites) to one Single Cisco CUBE), Singapore, Malaysia and Hong Kong to one single Cisco CUBE. Resolving the dependency of multiple voice gateways and different ISPs. Tech upliftment and operations ease. Saving annually ~$500K.
- Movement of Dubai and Middle East countries to Cisco platform (Cisco Call Manager Express, router-based solution). Total saving of ~$15k monthly.
- Preparation of Knowledge Base (KB) articles for Global Service Desk (GSD – L1) team for First Call Resolution (FCR). Process and Operations enhancement.
- Business Continuity and Disaster Recovery, design and oversee BCP and DR drills. Backup strategies and business continuity planning. Ensure Recovery Time Objective (RTO)/ Recovery Point Objective (RPO) objectives are met for critical systems in line with regulatory parameters.
Escalation Engineer/Technical Solutions Leader
Aricent - Cisco TAC
05.2015 - 10.2017
- Team Lead and Escalation Engineer - Unified Communications Manager and MS-Solutions Team.
- Identify training requirements & Deliver trainings to new engineers.
- Handle and take ownership of Service Requests that are escalated within the team and provide resolution.
- Assist the management team in technical evaluations in the recruitment process for the team.
- Mentoring new members of the team.
- Awarded as Most Valuable Engineer for ensuring Cisco Small and Medium Business devices (UC520, UC540 and UC560) are continued smoothly for Small and Medium sized organizations who were in the phase of replacing these devices with Cisco Unified Communications Manager and Cisco Unity servers. This was a 2-month project, but this lasted for 8 months all because of the exceptional support also helping Cisco’s pre-sales and sales team to help retain those customers. There was a 98% success in getting customers move to Cisco.
- Managed ISPs and received many accolades for troubleshooting complex issues for organizations like Comcast, Verizon, AT&T, Time Waner Cable (TWC), Airtel, Vodafone Russia and many more, who used Cisco ISP devices like Cisco PSTN Gateway (PGW2200), Cisco BTS Softswitch 10200 and Cisco IP Transfer Point (ITP).
Senior VoIP and HDVC Engineer
McKinsey and Company
02.2013 - 03.2015
- ITIL experienced professional, responsible for providing High-level support for consultants across the globe on VoIP and High-Definition Video Conferencing. Support for Polycom endpoints.
- Infrastructure design planning, deployment, configuration and troubleshooting for Video network using MCUs, Gatekeeper (Path navigator configuration for correct bandwidth settings according to network specs), GAB servers (Global Address Book, CMA 5000) and Endpoints. Working closely with Networking team to set QoS and correct VLAN configuration for the Video Infrastructure in each office worldwide.
- Responsible for contacting external vendors (Avaya, Polycom) for RMAs and Architectural discussions.
- Responsible for a weekly meeting with the VNOC to discuss supporting procedures and technical issues that occurred during the week.
- Responsible for HDVC Customer care follow up and investigation in case of issues during VC meetings.
- KCS II position for creating and reviewing Knowledge Objects in Infra Enterprise ticketing program.
- Worked on troubleshooting infrastructure related VoIP issues with Routing, VDNs, ARS tables, LCR, RightFax, EC500 and Meeting Exchange.
Network Specialist
Aricent - Cisco TAC
10.2008 - 02.2013
- Wide exposure in the Networking industry having worked in CUCM and Unity team with Cisco TAC.
- Involves troubleshooting and resolving cases that Cisco’s worldwide customers open with Cisco-TAC.
- Implementation and troubleshooting network issues related to Unified Communications for Cisco partners.
- Assisting Cisco partners and customers in configuration and troubleshooting network issues related to Unified Communications.
- Setting up lab-recreates for simulating customer environment to analyze problems and identify solutions.
- Identify Training requirements & Deliver trainings to new engineers.
- Handle and take ownership of Service Requests that are escalated within the team and provide resolution.
- Assist the management team in technical evaluations in the recruitment process for the team.
- Mentoring new members of the team.
Education
B.Tech - Computer Science and Engineering
PTU
01.2007
10+2 -
BGS Public School
Punjab01.2003
10th -
Campus School
Uttaranchal01.2001
Skills
- Service delivery management
- IT operations management
- Customer relationship management
- Strategic planning
- Transition and transformation
- People management
- Risk management
- Process improvement
- Quality assurance
- Project management
- ITIL framework expertise
- SLA compliance
- Global IT infrastructure oversight
- Technology operations management
- Data center operations
- Team leadership
- Vendor relations management
- Resource allocation planning
- Technical troubleshooting skills
- Deployment strategies
- Configuration management
- Technical documentation
- Incident management
- Customer satisfaction
- Performance evaluation
- Project coordination
- Cross-functional collaboration
- Continuous improvement
- Problem solving
- Training facilitation
- Stakeholder engagement
- Project Support
- Team Training
- Troubleshooting and Diagnostics
- Works Well Under Pressure
- Six sigma methodologies
- Network administration
- Risk mitigation
- Cost control
- System upgrades
- Critical thinking
- Data analysis
- Operations monitoring
- Issue analysis
- Attention to detail
Certification
- Influential Leadership by Dale Carnegie (3-Day Instructor-Led Leadership Program)
- AIM and Lead (5-Day Extensive Training for Managers)
- Aspire and Lead (5-Day Manager Training Program)
- PMP Classroom Training (5-Day Instructor-Led Training Program)
- Trained on Agile Methodology
- CCNA, CCNA-Voice, VCP
References
Available on request
Languages
- English
- Hindi
- Bengali
- Punjabi
Personal Information
- Date of Birth: 07/16/85
- Gender: Male
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
Accomplishments
Diamond Award (2025) - Webex DI to MS Teams Calling
Affiliations
Official Aon Gurgaon and Noida's Photographer and Video Content Creator
Timeline
Global Tech OPS Manager II
Aon Corporation
04.2022 - Current
Global OPS Tech Lead
Aon Corporation
10.2017 - 03.2022
Escalation Engineer/Technical Solutions Leader
Aricent - Cisco TAC
05.2015 - 10.2017
Senior VoIP and HDVC Engineer
McKinsey and Company
02.2013 - 03.2015
Network Specialist
Aricent - Cisco TAC
10.2008 - 02.2013
B.Tech - Computer Science and Engineering
PTU
10+2 -
BGS Public School
10th -
Campus School