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Vasant Nagar, Karnataka, India
December 19, 2019

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Experience Summary

A competent and experienced project coordinator/ change manager/ release manager, with over 11 years’ experience in managing multi-disciplinary teams of varying sizes and complex programs of work, committed to quality deliverables that helps clients to achieve process excellence.

Has the ability to build strong relationships with all the end peers. Especially successful in management roles that demand rigor, a high level of drive and dedication and a focus on delivering business outcomes through the use of methodologies

Nine years’ experience of Datacenter, Telecom Operations, Processes, Project Management for Internet Service provider.

Current responsibilities includes leading a team handling Change Management operations.

Past experience includes Project Engineer role with ZTE handling NGN project working in Field operation and client sites(BSNL, Tata, Aircel) and overall working with multi-cultural, geographically dispersed and cross-functional team. System support Engineer role with NSN for client Vodafone responsible for alarm monitoring, performance management & Configuration management.

Work History

COLT Technology Services India Private Limited Oct 2010 – Present

Current Role: Consultant – Change Management: Customer Experience-Service Operations

Manage complex changes/ critical projects to comply through change governance process across line of businesses.

Manage the queue for incoming change tickets and assign to change agents.

Prioritize the change tickets and responds to communication as applicable.

Provide advice to change agents and users on the system of prioritisation.

To manage relationships and coordinate work between different teams at different location

Prepare management reports.Respond to customer escalations.

Conduct performance reviews and oversee career management for the Change Managers.

Facilitating workshops and other interventions to promote Change Management initiatives throughout the organization.

Responsible for different quality standards/ audits from time to time (like ISO9001, 22301, 27001 etc.)

Impart & supervise trainings to new joiners/ junior colleagues.

Lead innovations and bring process improvements/ business efficiencies consistently.

Business critical resource/ lead internal auditor.

System transition/ process transition/ UAT tester.

Past Role: Project coordinator, Responsible for the project management throughout the entire project lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover. Overseeing and coordinating the day to day running of projects by assisting project managers and senior managers.

Past Role: IT Release Manager, Responsible for planning, design, build, configuration & testing of all software tools to create the release package for the designated service.

Results and Achievements:

Was recognized in 2012 for delivering a project that involved software upgradation of 4500 NSN MSP(A-8100) core device that covers entire colt estate.

Was recognized for managing one of the tangerine crisis that involved managing customer communications for 1000s of customers, where colt had to re-route the services to avoid site isolation.

Was recognized for process improvements, that includes auto ticket creation on Siebel

Applauds from service manager while I ensured customer services are not impacted during planned works by getting them re-routed with a short notice.

ZTE Telecom India Pvt. Ltd, (In Role of Adecco FlexiOne Workforce Solutions Limited) for Client BSNL India, Bangalore, India Sept 2009 - Aug 2010

Role : Project Engineer –NGN.

Configuring and troubleshooting of MSG using Netnumen software which involves configuring it as a Signaling Gateway(SG), Access Gateway(AG), and Trunk Gateway(TG), for processing a call.

Configuration of Server and client systems according to the foreground network and the IP network.

Involves creating NE (Network Elements) while creating a new site and linking them to a Softswitch.

Responsible for Version Upgradation of Foreground & Background Server of MSG & Softswitch.

Responsible for O&M activities of all the equipment’s connected over NGN network, that includes monitoring of Network, debugging of faulty cards or E1 lines that are connected over the network

Responsible to get Acceptance Test as per the customer requirement.

Results and Achievements:

Received an internal recognition for performing installation/commissioning of MSG site in 5 days and also getting acceptance test signed from a major customer of ZTE.

Nokia Siemens Networks (In Role of Kelly Services) for Client Vodafone India Bangalore, India Dec 2008- Sep- 2009

Role: System Support/Fault Management Engineer.

Responsible for, Corrective Maintenance (centralized routines), Liaises with Customer Care organizations regarding Network outages, Liaises with subcontractors and 3rd parties to resolve faults and many other related works. Main responsibilities includes Alarm monitoring, performance management & Configuration Management.


Bachelor of Engineering in Electronics & communication from K.N.S.I.T, Bangalore in 2008 from Visvesvarya Technological University with 73.47%.

Diploma in Electronics & Communication from M.V.J Polytechnic, Bangalore in 2005 from Department Of Technical Education with 61.25%.

Secondary School of Education from K.S.E.E.B in 2002 from Kairaleenikethan English High School, Bangalore with 70.56%.


“Cisco Certified Network Associate” (CSCO11549487).

"ITIL V3 Foundation Certified" by APMG International

“ITIL Intermediate Service Operations certified” by AXELOS Limited

“ISO 22301 Business Continuity Management Certified” by BSI

“BS ISO/ IEC 27001:2013 Information Security Management Systems” by BSI

“Internal Auditor Training on Advanced Auditing Skills” by BSI


Tools : BMC Remedy, WINFIOL, Reflection, Citrix, Siebel & ServiceNow- Ticketing System, Netnuman (NMS).

Full lifecycle project management experience including hardware installation, software installation, software/hardware testing, user acceptance testing and release to production.

Change control and configuration management.

Adaptable, able to organize, prioritize work and be comfortable with being remotely managed.

To be able to develop and manage strong team relationship and partnership, with orientation towards knowledge sharing and collaboration.

Self-starter with strong technical skills and ability to learn new methods quickly.

Ability to learn new concepts and processes quickly

Strong communication skills and the ability to structure logical analysis in presentations

Experience and knowledge of change management principles, methodologies and tools.

Ability to engage across the organisation regardless of geography, culture, function, and good understanding of how to fit diverse functional teams together.

Able to accept a significant level of responsibility and accountability

Recognitions & Certifications

Santosh Prabakaran

Change Management: Customer Experience-Service Operations

Residence Address:

Colt Technology Services India Pvt Ltd No. 26/3, NH Muniyappa Layout,

5th & 6th Floor, Wing B, Silver Oak, MEBP, 2nd Main Road, V.Nagenahalli

Nagavara, Bangalore-45 Bangalore-560032

W: +44 (0-203******* Mob: +91-988*******


COLT Technology Services

Colt provides a range of data connectivity products and services from simple broadband access to complex managed networking solutions, voice services, Data Centre services to support businesses and wholesale carriers across Europe, Asia and the U.S.

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