Shushank Mittal
Incident Management Professional
Summary
A rigorous, task-driven professional with substantial experience of over 17 years in Operations Management, Process Management and Network Operations, primarily in Telecom domain. Impressive success in managing all phases of network operations, with in-depth exposure to contingency planning, on-time service delivery and quality & processes improvement and executive reporting. Capable of independently leading process operations & ensuring adherence to the pre-defined SLA's; ensured smooth implementation of process improvement initiatives for streamlining operational procedures. Proficiency in driving KPI including CSAT / NPS / NES and stabilizing processes while ensuring smooth commencement of operations; excelled in achieving operational targets & service delivery metrics. Proven track record of successfully transitioning entire Business Unit from Barcelona, Spain to India. Rich experience in managerial activities entailing rendering technical leadership & guidance, planning, scheduling tasks, holding discussions with different functions and management for analysis. Excellent team management skills; showcased capability to build transformational and highly engaged team. Divergent outlook with proactive approach to business process optimization, coupled with a zeal to drive collaborative efforts towards transforming the company's vision into reality.
Overview
18
18
years of professional experience
6
6
Certifications
1
1
Language
Work History
Incident Management Professional
BT E-Serv (India) Pvt.Ltd
11.2023 - Current
- Built and strengthened relationships to manage effective planning and implementation of emergency response strategies.
- Utilized comprehensive risk analysis to identify, assess and manage emergency management risks.
- Proved successful working within tight deadlines and a fast-paced environment.
- Collaborated with stakeholders to prepare plans and procedures to respond to emergency scenarios.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed L2 and above escalations from the stakeholder management prospective.
- Managing a specific region (UAE) for customer and actively involved in ensuring timely follow up/closures of all Major Network Incidents opened for faults.
Team Leader/Technical Lead
Colt Technologies India Private Limited
05.2017 - 11.2023
- Spearheading a team of 40 members, responsible for managing service assurance for Netops from Vendor management perspective; logging and ensuring timely closures of fault tickets with different vendors/ telecom partners
- Operating as Business Continuity Champion for the team, monitoring team for internal and external BCMS & ISO certification / recertification
- Engaging in service review meetings with different vendors (Telecom Providers) to discuss the current challenges and improvement plans from service assurance prospective
- Generating event logs & reports to capture Telco's performance & presenting it to Senior Management to discuss area of improvement
- Executing projects to enhance the teams performance through increase in overall efficiency
- Coordinating with the stakeholders to discuss the current challenges and mitigation path
- Managing SLA compensation / SLA penalties in case of any SLA breach on a network fault from the provider / vendor
- Calling different vendors (Telecom Providers) to discuss the current challenges and improvement plans
- Functioning as a Level 2 Support and escalation point for internal stakeholder like NOC, Technical Resolution Teams and different Telcos (Vendors)
- Reviewing the Customer Satisfaction Survey Report and ensure team constantly achieves over 55% score
- Conducting hiring for the team from screening resumes to taking interviews and providing feedback to Consultants / Internal Staff.
Team Leader
Orange Business Services - SITA Service Desk
04.2010 - 05.2017
- Led a team of 22 members and mentored them to ensure optimum performance with enhanced operational efficiency
- Managed hiring process for the desk involving screening of resumes, conducting interviews and providing feedback to Consultants or Internal Staff
- Ensured meeting of headcount / operations budget with key focus on revenue trends, activity evolution and productivity improvement
- Steered structured internal mobility of staff leading to staff retention and career growth
- Facilitated in career progression of employees through internal job placements (IJP)
- Executed various projects to improve the overall efficiency of the team and effective desk management
- Trained and retrained the team members to ensure the skills are updated as per requirement
- Operated as a Level 2 support and above escalation point for customer.
Customer Care Executive 2
Convergys India Private Limited
08.2009 - 03.2010
Team Leader
Absolutes Private Limited
06.2006 - 05.2009
Education
Executive MBA -
Jaro Education, Mumbai (University of Brussels, Belgium)
B.Com. - undefined
Ch. Charan Singh University, Meerut
Skills
Sig Sigma
undefinedCertification
2023, Sig Sigma Green Belt (LinkedIn Learning)
Personal Information
Date of Birth: 04/09/86
Timeline
Incident Management Professional
BT E-Serv (India) Pvt.Ltd
11.2023 - Current
Customer Service Leadership (LinkedIn Learning)
07-2023
2023, Sig Sigma Green Belt (LinkedIn Learning)
04-2023
ITIL V4 Certification (foundation)
06-2022
Team Leader/Technical Lead
Colt Technologies India Private Limited
05.2017 - 11.2023
ITIL Certification
06-2013
Team Leader
Orange Business Services - SITA Service Desk
04.2010 - 05.2017
Customer Care Executive 2
Convergys India Private Limited
08.2009 - 03.2010
Cisco Certified Network Associate (C.C.N.A.)
09-2008
Microsoft Certified Professional (MCP)
07-2008
Team Leader
Absolutes Private Limited
06.2006 - 05.2009
Executive MBA -
Jaro Education, Mumbai (University of Brussels, Belgium)
B.Com. - undefined
Ch. Charan Singh University, Meerut
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