Vaseem Khan
Pune
Summary
Innovative Technical Manager / Service Delivery Leader with 15+ years of experience in Software Development, Production Support, Cloud Migration, and AI-driven automation across global telecom and enterprise clients. Proven success in leading cross-functional teams of 100+ members to deliver high-availability solutions and service excellence. Specialized in agentic AI automation, service stability, cloud transformation, and customer satisfaction improvement. Recognized for driving innovation through AI chatbots, automation frameworks, and patented data validation tools that enhance quality and reduce manual effort. Result-driven Service Delivery Manager with experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Manager
Netcracker Technology Solutions Pvt. Ltd.
Pune
10.2021 - Current
- Leading end-to-end delivery for critical B/OSS systems (OMS, RBM, Reporting) supporting 80M+ global subscribers.
- Designed and implemented an Agentic AI–based chatbot that assists L1 and L2 teams in issue investigation and knowledge retrieval, reducing investigation time by 40%.
- Functioned as primary client contact for escalations and delivery updates, ensuring SLA adherence and customer satisfaction.
- Drove Azure cloud migration, release management, and outage recovery activities.
- Spearheaded automation initiatives to replace manual tasks and optimize operational efficiency.
Software Architect
Amdocs Development Center
Pune
07.2007 - 09.2021
- Patent Holder: Conceptualized and developed an automated verification tool to ensure data accuracy during production updates, eliminating human error and ensuring audit compliance.
- Led application transitions for AT&T; (Infosys, TechM, Accenture) covering 200+ systems.
- Managed large-scale production support teams handling Tier-2 and Tier-3 operations.
- Pioneered multiple automation frameworks, reducing ticket volume and manual resolution time.
- Key contributor to Azure cloud migration and automation strategy for legacy telecom systems.
- Recognized with multiple awards and client appreciation for delivery excellence and innovation.
Education
Executive PGDBM -
SIBM Pune
12.2016
B.Tech -
JNTU College Hyderabad
12.2005
Skills
- Project delivery
- Client engagement
- Project management expertise
- Agentic AI Chatbots Implementation
- Process Automation
- Data Validation Tools
- ML-based Troubleshooting
- Azure cloud migration
- SDLC
- ITIL
- SLA Management
- Release Coordination
- Performance Tuning
- L1/L2 Escalation Management
- Root Cause Analysis
- Continuous Improvement
- Resource Planning
- Team Coaching
- Cross-Functional Collaboration
- Stakeholder Communication
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Azure Developer Associate (AZ-204)
Accomplishments
- Developed Agentic AI-based Chatbot that reduced investigation time by 40% for L1/L2 teams.
- Filed and registered patent for Data Validation Tool ensuring error-free production data updates.
- Received Amdocs Product Support Value Award and Automation Excellence Award.
- Managed transition of 246+ applications across multiple vendors (TechM, Infosys, Accenture).
- Represented company in onsite assignments (USA, Israel, Australia, Hungary) for project stabilization.
Technical Toolset
- Generative AI
- Core LLM foundations
- RAG (Retrieval-Augmented Generation) ecosystem
- Azure
- Oracle
- SQL
- PL/SQL
- Python
- Shell Scripting
- Unix
- Business Objects
- Ginger
- Remedy
Timeline
Technical Manager
Netcracker Technology Solutions Pvt. Ltd.
10.2021 - Current
Software Architect
Amdocs Development Center
07.2007 - 09.2021
Executive PGDBM -
SIBM Pune
B.Tech -
JNTU College Hyderabad