Vishal Jauhari
Faridabad
Summary
Delivery Manager skilled in project management, reliability issue resolution, and budget management. Committed to improving service delivery and implementing agile product management methods. Strong leadership in driving positive change.
Overview
14
14
years of professional experience
Work History
Managed Services Delivery Manager
Ericsson Global India Pvt. Ltd.
Noida
12.2020 - Current
- Responsible for delivering Enterprise Communication portfolio's Service Delivery including SaaS Solution and Core Network (IMS) as a Cloud Based service to AT&T
- Collaborated with Scrum Teams and Product Owner in meeting business objectives.
- Provided leadership and direction to team members on tasks related to the development, testing, deployment, and support of software applications.
- Coordinated resources across multiple teams to ensure successful completion of projects on time and within budget.
- Managed the day-to-day operations of the delivery team including assigning tasks, setting deadlines and ensuring adherence to best practices.
- Monitored customer feedback throughout the product lifecycle to ensure satisfaction with delivered products or services.
- Established processes for tracking project progress, monitoring performance metrics, service delivery metrics, for reporting results to senior management.
- Identified areas for improvement in existing processes or procedures related to software delivery.
- Documented process flows and user stories associated with each release cycle.
- Collaborated with technical staff from other departments in order resolve complex problems quickly.
- Established sound partnerships with senior stakeholders to assist business with formulation of strategies, technology investment decisions and solution option selection.
- Coached delivery teams to take accountability for delivery, risk and issue management.
- Developed and maintained relationships with external stakeholders to ensure smooth delivery of projects.
TAC Manager-Industrial Networks (North America)
Incedo Inc, Gurgaon (Haryana), India
07.2019 - 12.2020
- Handling Escalations during Day-to-Day Network Operations
- Managing Complete Team Including Rostering, mentoring & guiding them in day-to-day operations
- Provided basic design assistance, troubleshooting, and product information to clients.
- Incident Management, Queue Management & SLA Management
- KMDB Updating
- Project Planning, Monitoring & Control
- Major Decisions which is related to Customers Escalations
- Involved in RFP & Transitions of new Products & new Clients
- Quality Audits to meet Industrial Standards
- MIS Reporting on Monthly & Quarterly Basis
- Monthly & Quarterly Review calls with Client
- Finding Automation Opportunities & preparing use cases
- Take care of Projects Gross Margin in order align with the BU Gross Margin & Revenue
- Initiating Client Trainings, New Product Transition & Building new Capabilities of the Team.
Track Lead – Global Network Operation Centre
HCL Technologies (Infrastructure Services Division), Sec-126, Noida
02.2016 - 07.2019
- Responsible for Incident, Change & Problem management processes for Mondelēz International GNOC including RCA methodologies
- Auditing Incidents, Changes & Problem with duly laid process guidelines upon agreed frequency
- Handling Weekly regional Cab Meetings and presenting Changes for approval
- Briefing teams about the laid process guidelines and importance of following them on a regular basis
- Handling Knowledge Management process for all incidents and problems and publishing Knowledge Management Dashboard on periodic basis
- Helping Team in Technical issues and driving P1/P2 Calls
- Processing all Vendor Management Issues
- Driving and auditing proactive Health check Reports for all GNOC customers
- Preparing Monthly reports for all GNOC customers and ensuring they are delivered to respective Client on time
- Handling Risk Management process for all GNOC customers and ensuring the required risks are highlighted along with mitigation plan to desired stakeholders
- Managing SIP’s for various customers
- Preparing Roster and Score Cards of the Team Members
- Addressing process related issues within GNOC
- Exposure to various tools like Solar Winds, Exinda, Remedy, SNOW, ISP Portals
- Onsite Exposure-went for renewal & Client review meeting to Birmingham, UK in June 2019
- Handled Multiple Projects like WAN Upgrade, Project 90 & Global Inventory Template etc
- Preparing SOP’s for various processes
- Ops Hi 5 Audit Review and preparation.
Network Specialist (WAN)
Orange Business Services, Gurgaon
11.2014 - 02.2016
- Providing network support to various Wan technologies like DSL, Frame relay, IPVPN, Voice (Cisco & Avaya), Security and Riverbed) support to global customers like Agilent, TRW, British Gas(BG), Pfizer, Halliburton, Ministry of Foreign Affairs etc
- Providing L2 support for IPVPN, DSL and Frame relay connections and level 1 support for voice, security and riverbed issue
- Providing extended support to global customers by doing monitoring their Bandwidth, utilization and QOS and providing support based on proactive and reactive incidents as predefined SLA
- Troubleshooting network slowness, reachability & packet loss issues between customer sites across globe
- Also simultaneously follow up with orange core backbone team for backbone issues and also follow up with Local Telco for issue in Telco network
- Troubleshooting of dynamic Routing protocols like RIP, EIGRP, OSPF, BGP, and MPLS
- Troubleshooting of protocols for redundancy and load balancing like HSRP & VRRP.
Engineer-1st Level Assurance (Incident Management)
Ericsson Global India Pvt. Ltd., Noida
12.2011 - 11.2014
- Team 3 – NII Peru: Working as a Tier 1 Engineer and monitoring & performing Tier 1 troubleshooting of VAS & IN Nodes
- Perform daily health checks for various Nodes
- Team 2- Sprint- Samsung Project (LTE-4g) & ALU (RAN & CORE-3g): Handling a Team of 11 people in 3g ALU sprint network, Bridge Handling, Trouble Ticket generation Performing Trouble shooting and triages
- Responsible for surveillance and tier 1 and some tier 2 fault isolation of Sprint’s Alcatel Lucent wireless network (CDMA)
- Troubleshooting and repairing of T1/E1, DS3,ocx with carriers and understanding layer alarms(AIS,RDI,LOS)
- Monitoring and troubleshooting the LTE/SAE Network of Sprint Network Vision for 4G Services
- Team 1 – Bharti Airtel (BSS): Responsible for monitoring all Critical Cell logic Alarms in BSS
- Raise Critical, Major and Minor Trouble tickets on respective Alarms monitored
- Communicate with the Field engineer, ZTM, FM lead and O&M head on a particular issue and solve it as per SLA
- Trouble Shooting the Ericsson BTS
- Help Field Engineer in Site related issue using Command Handling
- Taking Daily logs for HLR & VLR for a particular region.
Technical Support Engineer
HCL Business services, Noida
02.2011 - 12.2011
- To install and test the transmission line 1(T1) from Sprint Switch office to Cell site
- Assign and check all the Valid Parameters in order to connect with the site and send the final blueprint to switch engineer which is at the sprint cell site
- Responsible for order management from creation of engineering, circuit design, routing, and finally test and turn up
- Circuit provisioning, data analysis and mapping for DS0-DS3, Assigning carrier facility (CFA)
- Contact and work with customers, respective LEC, and work on FOC until issues are resolved for closure
- System applications used were FACTS, WISOR, REACT,FMS & TIMS.
Education
Bachelor of Technology - Electronics & Communication
Institute of Engineering & Technology
Alwar,Rajasthan07-2010
Senior Secondary School - PCM
ST THOMAS SCHOOL
Faridabad,Haryana,India03-2006
Skills
- Leadership and People Management
- Process Audits & Compliance
- Supporting Contract Renewals, RFP’s
- Stakeholder Management
- Service Management
- Customer Handling Skills and Negotiations
- Risk Management
- BCM setup and Adherence
- Business Analysis
- Emergency Procedures
- Team Supervision
- Requirements Gathering
- Service Level Agreements
- Scrum Methodology
- Relationship Building
- Customer Service
- Recruiting and Hiring
- Resource Planning
- Risk Assessment
- User Acceptance Testing
- Preventive Maintenance
- Cost Estimation
- Delivery Management
- Technical leadership
- Project Management
- Customer Needs Assessment
- Work Planning and Prioritization
- Data Analysis
- Performance monitoring
- Quality Assurance
- Idea Development and Brainstorming
- Problem-solving aptitude
- Stakeholder Negotiations
- MS Office
- Root Cause Analysis
- Conflict Resolution
- Continuous Improvement
- Analytical Thinking
- WLA and OLA management
Accomplishments
- Awarded Top Performer in a Quarter 2013 - Ericsson Global India Pvt. Ltd.
- Awarded Gold Performer of 3rd Quarter 2016 in HCL technologies.
- Awarded for Contribution in creative ideas for Operations & process Improvements in HCL Technologies for the year 2017.
- Worked as a Team lead for 6 months in crisis by giving 24
- 7 support to Customer as a part of Service improvement plan during my tenure in Ericsson-Sprint Operations
- Worked as a SPOC for Global Customers like-BG International & TRW as a part of SIP during my tenure in Orange.
- Onsite Exposure-Went for renewal of Project & Client review meeting to Birmingham, UK in June 2019
- Completed Cyber security Operation Transition for one of the giants in Cybersecurity Products & Solutions during my Tenure in Incedo
- NOC Manager to Service Delivery Manager Role Transition in 2 months.
- Certificate of Appreciation 2 times from Customer Unit-AT&T.
Certifications
- ITIL V3 Foundation (Certification No: 5916834.20627850)
- CCNP Routing – Cisco Certified Network Professional (CISCO ID: CSCO12394314)
- CEHV10 certified –ECC8904352761
- Bachelor of Technology (B. Tech) – Electronics & Communication (2010) from IET College, RTU Kota with 70% marks.
- 12th-CBSE Board-71%
- 10th-CBSE Board-78%
Office location
Noida, Uttar Pradesh
Personal Information
- Father's Name: Rajesh Kumar Jauhari
- Title: Service Delivery Manager
- Date of Birth: 12/19/88
- Nationality: Indian
- Marital Status: Married
Timeline
Managed Services Delivery Manager
Ericsson Global India Pvt. Ltd.
12.2020 - Current
TAC Manager-Industrial Networks (North America)
Incedo Inc, Gurgaon (Haryana), India
07.2019 - 12.2020
Track Lead – Global Network Operation Centre
HCL Technologies (Infrastructure Services Division), Sec-126, Noida
02.2016 - 07.2019
Network Specialist (WAN)
Orange Business Services, Gurgaon
11.2014 - 02.2016
Engineer-1st Level Assurance (Incident Management)
Ericsson Global India Pvt. Ltd., Noida
12.2011 - 11.2014
Technical Support Engineer
HCL Business services, Noida
02.2011 - 12.2011
Bachelor of Technology - Electronics & Communication
Institute of Engineering & Technology
Senior Secondary School - PCM
ST THOMAS SCHOOL
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