Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Languages
Personal Information
Affiliations
Timeline
Generic

Swapnil Sangle

Thane

Summary

Dynamic Team Lead at Brennan IT India, skilled in provisioning management and KPI tracking. Successfully enhanced operational efficiency through quality assurance initiatives and robust training programs. A proven communicator and problem solver, I foster team collaboration and drive process improvements, ensuring high standards and customer satisfaction in every project.

Overview

18
18
years of professional experience

Work History

Team Lead - Provisioning

Brennan IT India Private. Ltd.
Navi Mumbai
06.2022 - Current
  • Manage end-to-end provisioning of network and IT services (Example – NBN links, Fibre links, Ethernet links, virtual products such as site to site vpn. Etc)
  • Maintain documentation of provisioning processes and standard operating procedures (SOPs).
  • Assign tasks and manage daily workloads for team members.
  • Drive jeopardy management to ensure SLAs are met and there is no revenue leakage when deploying new process or terminating the existing service.
  • Ensure resource availability for ongoing and upcoming projects.
  • Track team KPIs (e.g. ECD, Revenue Leakage, Ticket update SLA, FTS, Quality).
  • Conduct performance reviews and support career development of team members.
  • Onboard new team members and provide ongoing training.
  • Foster a knowledge-sharing environment within the team.
  • Coordinate team shifts to ensure 18/7 coverage.
  • Coordinate with design, implementation, operations, and support teams.
  • Liaise with customers, account managers, service managers for provisioning requirements or issue resolution.
  • Provide reporting of the critical parameters to the operations team via Power BI.
  • Track and report SLA compliance.
  • Support forecasting efforts for future provisioning needs and project planning.

Quality Analyst

Brennan IT Private Ltd.
Mumbai
08.2016 - Current
  • Designed and deployed Quality Framework and procedures for provisioning team.
  • Defined PDCA cycle to enhance operational efficiency.
  • Established sampling plan for audits to ensure compliance.
  • Conducted focused audits, identifying process gaps and documenting findings.
  • Performed Root Cause Analysis on top defects, presenting actionable insights.
  • Analyzed data to foster a data-driven culture within the organization.
  • Identified training gaps and implemented targeted plans to address deficiencies.
  • Produced regular and ad hoc reports within agreed timelines.

Research Analyst

White Crow Private. Limited
Mumbai
11.2015 - 05.2016
  • To research for the correct candidate for the requested profile for a job.
  • Worked for client like Adidas, Dubai refineries, clients from APAC region.

Quality Analyst

First source Solutions Private. Ltd.
Airoli
06.2011 - 01.2014
  • Joined as a technical support executive for DSL support in the pilot batch and was promoted as SME immediately after the end of training.
  • Was a part of fish bowling team as an SME for all the batches.
  • Was promoted as team leader and has handled a team of 18 technical support executives.
  • Later was promoted as Quality Analyst through IJP.
  • Conducting team huddles, developing training documents, conducting trainings, Project (Customer & Business) & preparing multiple reports for Australian telecom & Technical process.
  • Monitoring & Analysing FCR, NPS, Doc Rate & other parameters affecting agent stats to implement and drive training to ensure continuous improvement for all LOB’s.
  • Being an active part of internal & external call calibrations & making sure that Quality analysts & Teams Leaders are on the same page.
  • Publishing weekly & monthly reports to Operations and all the relevant support functions to create an action plan for future performance improvement.
  • Projects: Reducing the transfer rate from DSL to LAD department. Conducted RCA to analyse the reason for transfers and then amended the existing process to reduce the transfers.
  • Reduce sudden rise in AHT after implementation of RAT (Remote Access Tool). Conducted RCA to analyse the reason for high AHT, and suggested guidelines to reduce it.

Sr. Technical Support Officer

Convergys India Service (P) Ltd
Thane
01.2007 - 02.2011
  • Was part of the pilot process for an Australian based telecom company.
  • Responsible for solving billing & technical queries over the phone.
  • Was promoted as SME (Subject Matter Expert).

Education

Bachelor’s Degree - Instrumentation Engineering

PREC Pune university
Pune
06.2000

Skills

  • Communication Skills
  • Provisioning management
  • Team coordination
  • Data analysis
  • Problem solving
  • Team building
  • Active listening
  • Customer focus
  • Process improvement
  • Conflict resolution
  • Problem-solving aptitude

References

  • Vishal Gupta, Brennan IT, Vishal.Gupta@brennanit.com.au, 9819745883
  • Pradeep Musham, Brennan IT, Pradeep.Musham@brennanit.com.au, 9833444239

Hobbies and Interests

  • Swimming
  • Travelling
  • Music (Learning flute)

Languages

  • English
  • Marathi
  • Hindi

Personal Information

  • Date of Birth: 06/28/78
  • Nationality: Indian

Affiliations

  • Travelling

Timeline

Team Lead - Provisioning

Brennan IT India Private. Ltd.
06.2022 - Current

Quality Analyst

Brennan IT Private Ltd.
08.2016 - Current

Research Analyst

White Crow Private. Limited
11.2015 - 05.2016

Quality Analyst

First source Solutions Private. Ltd.
06.2011 - 01.2014

Sr. Technical Support Officer

Convergys India Service (P) Ltd
01.2007 - 02.2011

Bachelor’s Degree - Instrumentation Engineering

PREC Pune university

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Swapnil Sangle