Vikram Raghav

· Managing end to end non-technical and technical projects/programs providing IT infrastructure, network services for mid to large scale enterprise customers

· Responsible for End to End technical solutions delivery to the Enterprise customers while handling multiple concurrent projects

· Working closely with multiple teams to review, analyze, understand and define the project requirements: Objectives, Scope, Schedule, Milestones

· Accountable for managing multiple cross functional teams to deliver an agreed set of outputs within time, budget and quality parameters

· Collaborate with cross functional teams located at different geographical locations. Teams include Project Support Office (PSO), Engineering, Product Management, Commissioning Engineers(CEs), Field Engineers(FEs) and Operations, to ensure a smooth transition for enterprise customers

· Accountable for producing or providing input to Project Management artifacts (i.e. PID, RAID Logs etc.)

· Accountable for managing CRD/CDD and keeping customers informed on project progress.

· Accountable for supporting and conforming with agreed governance structures (i.e. attending project checkpoints, providing regular schedule updates etc.)

· Accountable for highlighting any changes in scope and ensuring that these are managed through appropriate governance

· Accountable for managing risks / issues with appropriate escalation in a timely manner

· Accountable for providing and maintaining resource forecasts within Clarity PPM

· Accountable for seeking customer satisfaction feedback

· Managing high level UK and internal stakeholders

· Managed Network Delivery team of team size ~30 team members, responsible for providing FTTP network to the commercial and residential customers

· Managing people related targets like quality, efficiency, attrition, survey for a team of trainee associates, associate engineers and SMEs

· Conduct goal setting for the team, tracking timesheets, 1-2-1 feedback and Annual Performance Reviews. Managing and allocating budgets in the team

· Approving BOM and BOQ for network inventory items on the estimates

· Responsible for maintaining operational KPI/KRAs and ensuring deliverables are as per SLAs agreed with offshore partners

· Managing project SOPs, process documentation, creating Process/Swim-lane diagrams, analyzing dashboards, applying LEAN Six sigma for CI and arranging sign off with stakeholders

· To work closely with CTIO team/Internal MI/BI teams to drive continuous improvement, create business cases, to increase customer experience and VAS to the business

· Weekly, Monthly, Quarterly Business Review with the stakeholders in the UK and drive actions of the meeting

· To drive awareness in team regarding company’s policy and strategy

· To make sure team is compliant on policies related to HR, ethical, finance and security

· Worked on different SDLC projects with CTIO team and facilitate as a technical bridge between delivery leads and design team to create solution

· Support Product Owner to manage backlogs and attend various agile ceremonies

· Challenging process, raising change/bugs, coordinate with development team to fix bugs/changes and supporting in UAT for successful release.

· To work as a product champion for Gurugram and Kolkata team to provide support on complex issues.

· Create reports, performing RCA for Director, MD or CEO level escalated cases and providing resolution.

· To coordinate with Field and Commissioning Engineers to plan FTTP network in the UK for Greenfield projects

· Managing complex Pre-planning and FTTP commissioning related issues with the support of vendor teams like TCS, Tech M, based at various geographical locations across the globe

· L1/L2 technical support to the UK based customers

· To manage post sales customer account issues and drive customer satisfaction

· To raise incidents for line fault on ticketing tools like BMC remedy or WLR portal and connect with field engineers where required

· To work on priority-based tickets(P1, P2 or P3), managing task time and quality for the tasks

· Liaise with Third Party vendors to maintain Tech support relationships for resolving Network issues