SR. PROFESSIONAL – DIGITAL / BUSINESS PROCESS TRANSFORMATIONS (CoE)

Forward-focussed visionary & technical leader offering 18+ years of rich experience in directing Customer Centric Global Technical Support Centres / Managed Services / Sustenance Engineering & New Technology Implementation while working with reputed organisations in the Telecom, Network Security and IT industry

Profile Summary

Expertise in end-to-end Project / Program Management from scoping, cost & effort estimations, SOWs, resource planning, risk analysis, progress tracking, metrics/status reporting to QA and ensuring delivery of projects within time, quality & cost norms

Provided strategy & vision in developing Centres of Excellence (CoEs) through Strategic Planning, Process Improvement / Standardization, Focused Technology Interventions, Resource Optimisation and Quality Service Delivery

Last associated with Harman Connected Services as Senior Manager: effectively:

oManaged Product Support Operations for Key Accounts like Dialogic (VoIP), Arbor Networks (Network, Security & AWS), Entrust Datacard (PKI, AWS and IOT ) and Polycom (SIP and Azure)

oSupported development of Custom Applications for Sonus Networks, Polycom (Sustenance Engineering- VoIP & UI Development)

Directed business growth by providing effective pre-sales support, RFP Response Authoring, Technical Proposal Development, Client Demos, to successful deal closures

Customer-centric Manager; focussed on designing customised & cost-effective IT Solutions as per client’s changing business requirements in India & International Markets for attaining technology & operational excellence

Worked on technology & products like Network & Security Protocols, IP Telephony, DDoS, IoT, PKI, Salesforce, Oracle Rightnow, Tata InstaCC, Kibana, Wireshark, Nagios, Avaya, Verint Recorder, CloudWatch and VMWare Hypervisor

Familiar with Global Service Delivery Framework, Agile Methodology, CMMI-ATM and providing excellent services to all valued clients as per SLAs; worked onsite at USA for one year

Effective Manager with proven talent in directing cross-functional teams, of up to 90+ members & enabling knowledge-sharing amongst them for attaining business goals

Technical Skills

Development: Dev-Ops- Jenkins, Docker, Jenkins, C/C++, HTML, CSS, REST API, Java script & Angular JS and Python.

Estimation Techniques: Function Point Analysis, Wideband Delphi, Complex Analysis

Cloud Technologies & Virtualisation: AWS, VMWare Hypervisor, IaaS, PaaS, SaaS

Products: Salesforce, Oracle Rightnow, Rational ClearCase, Jira, Tata InstaCC, Wireshark, Confluence, Nagios, Avaya, Witness Recorder, CloudWatch, Git, Curl, Skype for Business, Jabber, SQL, Splunk, Slack, Confluence and MangoDb.

Operating Systems: Windows / Linux

Domain: Network & Security Protocols (LAN & WAN, SOC), IP Telephony, DDoS, IoT, PKI, IVR, VoIP(SIP)and MGCP.

Security framework: IS0 27001, GDPR, CRM and CISM.

Work Experience

Jul’11 – Mar’19: Harman Connected Services, Bangalore as Senior Manager

Key Result Areas:

Leveraged extensive knowledge of tools, methodologies and industry know-how to direct seamless execution to business-critical initiatives with time-sensitive deadlines with a revenue realization of 3 million USD: recorded key milestones like:

oManaged Sustenance & Support Services for Dialogic

oWorked closely with customer in development of Sonus Gateway

oStreamlined Arbor Networks Level 1, Level 2 and Level 3 TAC Support Functions in India

oAttained NPS of 100% and consistent team growth in phased manner

oRecognised with Hall of Fame Award for individual achievement

oIncreased 20% Issue resolution which includes Issue Triage, Diagnosis, Fix (hand patch, release) and KB generation.

Effectively managed competing priorities & projects entailing setting-up of new teams and solution offerings, process transition & implementation, capacity planning and forecasting and subsequent stabilisation; successfully established:

oNOC Team for Polycom to support Aqua Product, mAPS Development Team for Arbor Networks in India

oTechnical Support, Managed Services and Infrastructure Services for Entrust Datacard

oLab set-up in Harman Office for replicating the customer issues

Worked as SME for Technical Proposal Development & Business Case Studies leading to recurring and new business opportunities

Analysed competitive landscape, aligned managed service offerings with client’s requirements leading to lower servicing costs & enhanced quality; steered efforts towards improved Team Productivity(92%), Service Delivery(CSAT 4.5/5), Profitability(GM 38%) & Client Satisfaction

Recognised for striking excellent coordination with all internal departments, BU Counterparts (Sr. Leaders, Managers, Auditors & Subject Matter Experts) through periodic touch points for discussing & resolving performance bottlenecks / clients’ issues

Assisted Business Leaders & Technical Teams to refine business strategy & support process improvements

Promoted a strong culture of standard Project Management processes & excellent service delivery as per global standards/SLAs

Reviewed various MIS reports/ dashboards / metrics to track day-to-day activities / technical issues

Led & monitored the performance of team members (KPIs) and organised trainings for skill-development

Jan’09 – Jul’11: Avaya India Pvt. Ltd., Pune as Manager - COE

Notable Highlights:

Successfully established the AES, IR-VP and CMS Delivery Team for Avaya Centre of Excellence in Pune, where the team remotely deploys Avaya AES, IR-VP and CMS Customized Applications in the Customer Environment across the Globe.

Led complex Global Projects/Programs and played a key role in developing and enabling Center of Excellence (CoE)

Worked in close coordination with Program Managers to ensure delivery is on-time with quality.

Jan’07 - Nov’08: NMS Communication, Bangalore as Section Manager - Technical Service

Notable Highlights:

Spearheaded the Technical Support (TS) India Team of NMS CP Division in Bangalore to provide Tier 2, Tier 3 and Tier 4 support to Asia, Europe and US Customers; ensured team delivers timely fix candidate to the customers within SLA timelines

Worked on Natural Access which is a Middleware and provides set of APIs for development of PSTN Call Control, Media Functions (PSTN & IP Media) as well as SIP Signalling Applications on the NMS CG, AG and TX series of Boards

Successfully developed Generic and Customized Programs as part of professional services

Pivotal in major releases of Natural Access 2005 to 2008, Service Packs, SIP on Natural Access

May’05 – Dec’06: Witness Systems (FCG-Witness BOT), Bangalore as Technical Manager

Notable Highlights:

Effectively led the team that developed IP and TDM Call Recorder Software to be used in Call Centre Solutions

Played a key role in enhancing the performance of both IP and TDM Recorders; facilitated major releases of:

oWitness TDM Recorder 7.6 (Land Drover), IP Recorder 7.7 (Free Droopy)

oIP-TDM Recorder 7.8 (Copernicus) Release

Extended the components developed in TDM Recorder to IP Recorder so that both recorders are in a single appliance

Jul’01- Mar’05: Mistral Software Pvt. Ltd., Bangalore as Project Leader

Notable Highlights:

Managed the successful development & delivery of IP-PBX [SIP-ISDN], IVR Application and Media Gateway Simulator for CDOT

Facilitated development of IP-PBX using NMS/Dialogic Boards

Provided technical support for IVR Applications and assisted in Deployment and Acceptance Testing at customer premises

Previous Experience

Jan’01 to Jul’01: Zilog India Electronic Limited, Bangalore as Project Manager

Led team that worked on Communication Module between Client & Server of ZDS-II based on RPC, and is heart of Zilog Skipjack Server (a 3-tier architecture, where client uses Comm Lib to interact with ZDSII System based on RPC calls); received Spotlight Award for 2001

Feb’99 – Jan’01: Dialtron Telecom Pvt. Ltd., Bangalore as Project Leader

Managed Development/Support of Celestia 4000, DTAM for Sanyo and Eurotel 3200; provided Technical Support (Level-3) and Bug Fixing on Binatone International Electronic Limited for DECT and Answering Machines; rewarded with Best Product of the Year 2000 Awards for Development of DECT for UK (Eurotel 3200) and Digital Answering Machine (Celestia 4000)

Education

BE (Instrumentation Technology) from Malnad College of Engineering, University of Mysore, Hassan in 1996

Certifications/ Trainings /Seminars:

Seminar on IP-Telephony using SIP

Seminar on Development of Media Gateway using NMS Boards

ISO 9001:2015 Internal Auditor

CMMI V1.3 Appraisal Team member

APS Products Training organized by Arbor Networks

PMP Boot Camp Training organized by Simplilearn, India

Personal Details

Date of Birth : 16th January 1973

Languages Known : English, Kannada, Tamil and Hindi

Nationality : Indian

Address : 378, Skanda, 11th Main, 18th Cross, Narayananagar 1st Block, Bangalore -560 040

CHANDRASHEKAR KANAKATTE

Contact : +91-944******* ~ E-Mail : adazxs@r.postjobfree.com

AREAS OF EXPERTISE

-Driven to succeed & excel

-Innovative in building CoEs

-Excels in driving Business & Operational Transformation

Project / Program Management

24x7 Data Center Operations

Sustenance Engineering

Global Service Delivery

Managed / Shared Services

Technical Product Development

Key Account Management

ISO Audits / Compliances

Process Improvement

Business & Revenue Growth

Client /Stakeholder Engagements

Team Leadership/ Trainings

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