Vishal Gupta
Thane,Maharashtra
Summary
Dynamic Provisioning / Engineering Delivery Manager with extensive experience in leading network service implementations, enhancing team performance and customer outcomes. Recognized for exceptional leadership and client relationship skills, fostering team accountability and driving operational improvements. Awarded Leader of the Year for outstanding leadership, with a proven track record of successful project management, and service delivery.
Overview
20
20
years of professional experience
7
7
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)
- Led SD-WAN migration projects for global clients, ensuring seamless integration, risk mitigation, and adherence to PMP methodologies.
- Supported Project and Transition Manager in resource distribution during project phases.
- Facilitated cross-functional collaboration between network engineers, vendors, and executive teams, aligning project goals with business objectives.
- Implemented structured frameworks to anticipate challenges, mitigate risks, and ensure on-time, within-budget deployments.
- Developed streamlined provisioning workflows, enhancing operational efficiency while integrating automation techniques such as Python scripting.
- Oversaw project financials, optimizing costs while maintaining high-quality network implementation standards.
- Skilled in managing change requests, adapting strategies, and maintaining project continuity without disruption.
- Ensured project readiness through comprehensive documentation and stakeholder sign-off.
- Facilitated efficient service handovers to the NOC, supporting the Transition Manager.
- Coordinated creation of CSIPs aligned with client expectations and project goals.
- Mentored team for enhanced handling of risks and issue management responsibilities.
- Devised and implemented metrics enhancing alignment with organizational objectives.
- Performing periodic performance reviews, and delivering actionable feedback.
- Developed comprehensive roadmap for team certifications.
- Updated project resource allocation tracker based on upcoming projects.
- Assembled comprehensive MBR and QBR presentations for stakeholder assessment.
- Recognized with the Leader of the Year Award in 2023 for exceptional leadership and project delivery.
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
05.2003
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
- Project Management Professional, 2025-04-01
- Information Security Awareness - Fortinet NSE1, 2022-02-01
- Level 1 - Foundation Training, UiPath 2018.3, 2019-12-01
- Introduction to RPA, 2019-06-01
- RPA Awareness Training, 2018-07-01
- CCBA Training, 2017-06-01
- Lean Six Sigma Black Belt, 2016-08-01
- Business Analyst Certificate Course, 2015-01-01
- ITIL V3 Foundation, 2014-07-01
- Lean Six Sigma Green Belt, 2014-06-01
Accomplishments
- Leader of the Year Award, 2023-01-01, Brennan IT India Private Ltd
- Transformation and Innovation Award, 2016-08-01, Brennan IT India Private Ltd
- Best Executive Service Quality Award, 2013-09-01, First source Solutions Pvt. Ltd
Bold Profile
https://bold.pro/my/vishal%2Dgupta%2D250326000459/460r
Work Availability
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsStock Options / Equity / Profit SharingPersonal development programsPaid sick leaveLanguages
English
Advanced (C1)
Marathi
Advanced (C1)
Quote
The Magic you are looking for is in the Work you are avoiding
Software
Service Now
Interests
Cricket
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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