Vishal Gupta
Thane
Summary
Dynamic Provisioning/Engineering Delivery Manager at Brennan IT India Pvt. Ltd., recognized for exceptional leadership and project management skills. Spearheaded successful network service implementations, achieving over 95% FTS rates. Passionate about fostering team accountability and enhancing client relationships, driving continuous improvement and operational excellence through effective communication and training initiatives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Provisioning / Engineering Delivery Manager
Brennan IT India Pvt. Ltd.
Navi Mumbai
06.2022 - Current
- Spearheading the network services implementation and delivery through collaboration with a 25-member team. (Implementation Engineers and Provisioning Coordinators)
- Oversaw execution of implementation tasks while maintaining compliance with established timelines and cost parameters.
- Supported Project and Transition Manager in resource distribution during project phases.
- Defined project scope, deliverables, and success criteria in collaboration with stakeholders.
- Oversaw and identified project risks to guarantee successful delivery.
- Facilitated incident, request, and change management for client services.
- Secured project readiness with proper documentation and sign-off pre-deployment. (Transitions to Operation)
- Devised and implemented metrics enhancing alignment with organizational objectives.
- Performed periodic performance reviews, delivering actionable feedback.
- Developed comprehensive roadmap for team certifications.
- Updated project resource allocation tracker based on upcoming projects.
- Coached delivery team to take accountability for delivery, risk and issue management.
- Coordinated with customers to plan efficient or special deliveries.
- Assembled comprehensive MBR and QBR presentations for stakeholder assessment.
- Honored with the Leader of the Year Award in 2023 for outstanding leadership performance.
Implementation / Engineering Team Lead
Brennan IT India Pvt. Ltd.
Navi Mumbai
10.2020 - 05.2022
- Managed project execution as Implementation/Engineering Team Lead.
- Oversaw end-to-end process of scoping, planning, deploying, and transitioning network solutions.
- Engaged consistently in solution-focused conversations.
- Coordinated testing for solutions.
- Facilitated deployment scoping through collaboration during internal and client kick-off discussions.
- Coordinated cutovers for service deployment.
- Supported the Transition Manager with effective service handover to NOC.
- Motivated and empowered team members through task delegation.
- Created checklists, process maps, and procedures for operations.
- Consistently secured an FTS rate exceeding 95% in cutovers from January 2021 onwards.
- Reviewed engineering team performance metrics regularly.
- Scheduled roadmap sessions for skill development among engineers.
Process Lead - Process Excellence
Brennan IT India Pvt. Ltd.
Navi Mumbai
11.2017 - 09.2020
- Enhanced operational efficiency in the role of Process Lead - Process Excellence at Brennan IT India Pvt Ltd.
- Managed initiatives focused on delivering high-quality outcomes.
- Worked with various departments to brainstorm and execute new methods that enhance processes.
- Delivered insights and recommendations to enhance process excellence.
- Developed and maintained Standard Operating Procedures (SOPs) for all key processes.
- Participated in external audits and ensured that process area complied with audit requirements.
- Developed and implemented process improvement initiatives resulting in an increase in efficiency.
- Created comprehensive processes for router recovery, enabling hardware retrieval valued at AUD 300K over four months.
- Recognized with Transformation & Innovation Award for August 2016.
Quality Lead
Brennan IT India Pvt. Ltd.
Navi Mumbai
02.2015 - 10.2017
- Optimized business processes by developing robust quality assurance standards.
- Established an in-depth quality assurance framework maintaining exceptional quality of deliverables.
- Applied controls ensuring adherence to established quality guidelines.
- Designed and executed CAP plan focusing on continuous violators of the established quality metrics.
- Enhanced team metrics with higher transaction and relationship scores.
Senior Support Specialist - Global Quality
Continuum Managed Solutions Pvt. Ltd
Mumbai
01.2014 - 02.2015
- Handled L1 & L2 (NOC) processes involving direct partner interactions via calls, chat, emails & ticketing system.
- Conducted feedback sessions and evaluations for the largest RMM company in the US.
- Performed regular assessment and provided constructive feedback.
- Held weekly meetings for calibrating processes, then published variance reports for the week and MTD.
- Mapped and executed RCA flow, aiding in pinpointing root causes of low CSAT surveys across processes.
- Published detailed reports outlining bifurcated quality performance on a regular basis.
Executive – Service Quality
First source Solutions Pvt. Ltd.
Navi Mumbai
06.2011 - 01.2014
- Oversaw operations for 12 Quality Analysts across four programs and eleven lines of business.
- Managed customer and business projects for Australian and UK telecom and technical processes.
- Conducted regular meetings to align completion schedules with Quality analyst.
- Implemented continuous improvement strategies across all LOBs based on FCR, NPS, and Doc Rate analysis.
- Ensured alignment of Quality analysts and Team Leaders during call calibrations.
- Generated daily, weekly, and monthly reports to guide future improvements.
- Achieved notable acclaim with Best Executive Service Quality award in September 2013.
Quality Analyst
Intelenet Global Services Pvt. Ltd.
Thane
04.2010 - 06.2011
- Evaluated performance, provided feedback, and coached a team of 25 productive agents.
- Facilitated consistent communication by conducting Daily Buzz meetings concerning process details.
- Aligned process and product understanding through collaborative Gage & RnR sessions.
- Compiled comprehensive daily reports for team and agent performance.
- Enhanced performance by recognizing and encouraging top contributors each week.
- Honored with Best Quality Analyst Award due to outstanding achievements in September 2010.
Regional Sales Manager
Lucky Fibers Nigeria Plc
Port Harcourt
09.2007 - 03.2010
- Oversaw sales and marketing operations for top textile flooring producer in entire West Africa, directly reporting to National Sales Manager.
- Oversaw hiring, warehousing, logistics operations for textile flooring business.
- Administered extensive dealer network throughout eastern zone, encompassing over 45 dealers.
- Finalized sales contracts with prominent oil servicing firms such as Mobil, Shell, NAFDAC, etc.
- Collaborated with National sales manager on eastern zone's AOP.
- Collaborated with production and quality control teams to enhance product designs meeting client specifications.
- Executed promotional initiatives.
- Earned distinction of Best Regional Sales Manager during 2008-2009 period.
Technical Support Officer
Convergys India Service Pvt. Ltd.
Thane
07.2005 - 09.2007
- Delivered telephone-based tech assistance for an ISP process in Australia.
- Addressed and rectified customer issues related to billing and technical challenges.
- Promoted to SME and subsequently Senior SME, responsible for managing a team of 5 SMEs.
- Completed QA certification and functioned as a Virtual QA.
- Advanced to ATL role, focusing on developing lower-tier employees' process expertise and quality metrics.
- Bridged training to operations gap through effective floor briefings and new hire sessions.
Education
Bachelors in Commerce - Accounting And Finance
Mumbai University
Mumbai05.2003
Skills
- Team leadership
- Customer-Focused Service Delivery
- Transition Management
- Client Relationship Management
- Project Management
- Employee Involvement Initiatives
- Interdepartmental Communication
- Effective Conflict Resolution
- Employee Performance Evaluation
- Training and Development
- Cross-functional coordination
- Incident management
- Stakeholder management
Certification
Lean Six Sigma Green Belt - Jun '14
ITIL V3 Foundation - Jul 14
Business Analyst Certificate Course - Jan 15
Lean Six Sigma Black Belt - Aug '16
CCBA Training - Jun '17
RPA Awareness Training - Jul 2018
Introduction to RPA - Jun'19
Level 1 - Foundation Training, UiPath 2018.3 - Dec '19
Information Security Awareness - Fortinet NSE1 - Feb '22
PMP Training - June 2024
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Accomplishments
- Leader of the Year Award in 2023 – Brennan IT India Private Ltd
- Transformation and Innovation Award in 2016 - Brennan IT India Private Ltd
- Best Executive Service Quality Award in 2013 - First source Solutions Pvt. Ltd
References
References available upon request.
Timeline
Provisioning / Engineering Delivery Manager
Brennan IT India Pvt. Ltd.
06.2022 - Current
Implementation / Engineering Team Lead
Brennan IT India Pvt. Ltd.
10.2020 - 05.2022
Process Lead - Process Excellence
Brennan IT India Pvt. Ltd.
11.2017 - 09.2020
Quality Lead
Brennan IT India Pvt. Ltd.
02.2015 - 10.2017
Senior Support Specialist - Global Quality
Continuum Managed Solutions Pvt. Ltd
01.2014 - 02.2015
Executive – Service Quality
First source Solutions Pvt. Ltd.
06.2011 - 01.2014
Quality Analyst
Intelenet Global Services Pvt. Ltd.
04.2010 - 06.2011
Regional Sales Manager
Lucky Fibers Nigeria Plc
09.2007 - 03.2010
Technical Support Officer
Convergys India Service Pvt. Ltd.
07.2005 - 09.2007
Bachelors in Commerce - Accounting And Finance
Mumbai University
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