Sunil Kumar
Gurugram
Summary
PMP certified Project Manager with over 7 years of management experience in providing Network Service Delivery and Service assurance to diverse clients globally, including highly valued individuals and fast-growing organizations. My greatest strength is business awareness, which enables me to permanently streamline infrastructure and Customer requirements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Manager
Bharti Airtel Ltd.
02.2020 - Current
- Handling service delivery and business process improvement of MPLS, Internet, NLD, IPLC & Cloud circuits for multiple customers
- Responsible for creating leased line solution and small scale solution on AWS cloud
- Responsible for creating project plan, conducting kick-off calls and leading weekly call/meeting
- Identifying and mitigating risk on time to avoid impact on project delivery
- Forecasting project revenue and ensuring all goals are met
- Creating monthly delivery report and presentation
- Managing internal and external stakeholders to ensure timely and high quality project deliverables
- Responsible for procurement and installation of IT infrastructure hardware at customer premises.
Service Account Manager
Bharti Airtel(Associate Emp)
10.2015 - 01.2020
- Monitoring productivity, sharing performance reports with clients & Management
- Responsible Reconciliation of the circuit/ services of the customer's monthly basis
- Ticket/Docket Management / E-CRM / Metasol 6
- Perform as functional bridge amongst external vendors as well as internal stakeholders
- To handle the complete customer life cycle management of allocated accounts on our products like MPLS, internet, International MPLS and Voice
- To ensure end to end service delivery support for enterprise and government clients; meeting their requirement as per defined TAT and SLA
- To be the one point contact for coordinators at Corporate and ensure nil escalations
- To Plan and execute customer engagement initiatives to ensure brand recall and customer satisfaction and advocacy resulting to improved CSAT Score
- Manage upsell and cross sell on existing & new Airtel products/ services to corporates through its lifecycle management process
- Execute the customer engagement and service initiatives
- Responsible to act as a bridge between & manage the customer and the organization(Bharti Airtel) as a SPOC (Single Point of Contact) by imparting a single Platform to resolve all pending issues with other functional units such as Operations/ sales/ solutions/ Service Delivery
- Service Review, Escalation management from Customer to Top Management, Customer relationship
- Issues related to billing, commercials or delivery, escalated within the organization for speedy resolution
- Enforcing & managing processes to impart correct and timely Reason for Outages (RFO) and Root Cause Analysis (RCA)
- Organize QBR / MBR with customer top management along with all the stake holder
- Incident management, Escalation Management, Customer Management.
Network Engineer
Ericsson
10.2010 - 09.2015
- Involved in Assisting in the development of sites and provides daily site status
- Acquisition of Sites provided by planning team with coordination of respective RF team
- Maintaining & monitoring quality without breaking timelines committed to Management
- This include routine checkup, preventive maintenance, defect diagnosing
- Responsible for Operation & maintenance work of all BTS Equipment & remove the fault & alarm within timeline
- Involved in dealing in N.O.C
- Issues regarding configuration
- Experience on new released software up gradation of Traffic Node system
- Defect rectification of Microwave links
- Ericsson RBS Sites Integration and Commissioning including RBS 2964, 2954, 2111, 2111v2, 6601, 6101, 6202
- Good working Experience on Ericsson Transmission equipment and NSN equipments
- Resolve network related customer's complaints.
Education
B.tech, Electronic and Communications Engineering Technology -
JRN Vidyapeeth University
07.2012
Diploma of Education, Computer Science -
Vaish Technical Institute
06.2008
Skills
Project Delivery
Project Management
Customer Service Management
People Management
Vendor Management
Certification
Project Management Professional (PMP), Project Management Institute, 02/01/2023, 02/01/2026
Timeline
Program Manager
Bharti Airtel Ltd.
02.2020 - Current
Service Account Manager
Bharti Airtel(Associate Emp)
10.2015 - 01.2020
Network Engineer
Ericsson
10.2010 - 09.2015
B.tech, Electronic and Communications Engineering Technology -
JRN Vidyapeeth University
Diploma of Education, Computer Science -
Vaish Technical Institute