Engineer Manager
Resume:
VIPIN SHARMA
ITIL Prince* Practitioner AVAYA SIP Certified Professional
*******@*****.***
https://www.linkedin.com/in/vipin-sharma-9008b190/
Profile Summary
A competent professional with 16 years of experience in Service Delivery & Operation management, Customer Satisfaction, Managing Escalation for enterprise customers and Issue a Redress / Closure, and targets aimed at the achievements of the company’s short and long term.
Direct improvement programs for global support processes and procedures operations entailing mapping of business processes, Review calls with the customer (Weekly case review or quarterly business review call)
Involvement in supervision high touch enterprise customer accounts, customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms; tending to clients’ complaints and undertaking steps for effectively resolving them.
Excellence in delivering Performance Management, Mentoring & coaching to front line technical support engineers, Experience in building team, while working with multiple technologies. Assist individual and team for growth and development.
Expertise in executing customer engagement, service delivery transitions and Team productivity objectives, (SLA, KPI, CSAT, Resource Utilization, MSP Contractors)
Across cultures ability to establish strong relationships with all stakeholders involved in end to end delivery, Project Management.
Managing projects from concept to completion, studying requirements, designing, implementing and transitioning, processes, solutions in line with the guidelines by clients
Accountability of communication with design engineering, software development on design and customers, reliability, and maintenance issues. Proficient with change process, Incident process, Release Management process.
End to End project deployment while working with multiple technologies, Customer onboarding, vendor management, Proven ability to assess and manage complex obstacles in projects
In-depth knowledge of working on the design, implementation, installation & troubleshooting of Avaya Unified Communication Product and understanding of CC integration, Aspect via, Basic understanding of API.
Key Skills
Customer Relationship Management
Incident / Problem/ Change Management
Team Building & Leadership
Escalation Management
Project Execution/ Management
Automation Management
Academic Details
Post Graduate Diploma in Information Technology – PGDIT (MBA), Symbiosis 2011
Diploma in Electronic & Communication, Raman Polytechnic Bangalore 2002
Advance Diploma in Computer Hardware and Networking, C.M.S, 2003
Professional Development
Prince2 practitioner in 2014
ITIL (Foundation in IT Service Management) in 2013
SSCA (SIP School Certified Associate) in 2013
ACA (Avaya Certified Associate in Implementation-IP Telephony) in 2007
CCNA (Cisco certified network associated) in 2006
Work Experience
Since May’18 with Aspect Technology Center as Manager, Product Support
Key Result Areas:
Leading the team of technical specialists; developing & implementing best practice to enhance the overall performance
Enhancing the Streamlined operations across the region (all sites) to ensure SLAs (Service Level Agreements) are met at lower costs with Skelton staffing as well as per business requirements
Providing solutions to change requests by customers, including Root Cause Analysis (RCA); collaborating with product house to identify any defects and fixing the “Customer Found Defects” for the betterment of product
Partner and collaborate with other teams on related deliverables, and effectively leverage others in relevant work streams. Exemplary verbal and written communication skills when dealing with customers and business partners
Maintaining the lines of communication with design engineering, software development on design and customers, reliability, and maintenance issues
Deploying various methodologies to analyze processes, recommending modifications to minimize escalations /process improvement, reduce rejection, realize operational efficiencies, control variability, costs & reduce cycle-time
Ensuring that the service quality is maintained and implementing plans to improve service delivery processes
Regularly participate in strategic planning discussion to provide insightful ideas on process improvements and customer services delivery
Establish high standards of performance, provide support, recognition and feedback to develop associates and support a strong team environment
Directing, leading, coach and motivating teams; imparting continuous trainings for accomplishing greater operational effectiveness, efficiency, and consistency.
Reviewing and analyzing the effectiveness and efficiency of existing systems and developing strategies for improving or further leveraging these systems
Conduct Post Incident reviews (PIR) with the internal teams capturing with accuracy, precision and succinctness follow up actions and risks for PIR report issue to Executive level.
Supervising Complaint Management involving addressing all escalations and resolving them within the specified Turnaround Time (TAT)
Previous Experience
Nov’14-May’18 with DXC Technology (HPE) as Service Delivery Operation Manager
Highlights:
Successfully established & managed services across T2 & T3 Incident & Problem Management Team while supporting High Touch Avaya EMEA-APAC Customers
Headed multi-cultural teams across geographies; guided team of 22 service delivery consultant while implementing the best practice to increase performance
Steered the multiple global process and team development plans through global initiatives like problem management, internal pass-down process, warm handoffs, ADM compliance, advance level training initiatives for career progression to provide highest level of support for new and existing products
Reduced the onboarding process from 30 days to 7 days thereby enabling immediate support acceptance and revenue generation
Sep’08-Oct’14 with Avaya India Private Ltd. as Principal Software Engineer
Highlights:
Initiated efforts and achieved:
Project overall annual rating (customer satisfaction survey) of 4.3/5.0 (highest ever) rated by clients and highest scores (95%) in employee survey (VOW-Voice of Workforce) against global scores-89%)
ZERO SLA breach and compliance/process escalation (Human Error) reported in FY15 and FY16
Technically armed on Linux, conducted boot-camp for team on Avaya Product & Linux
Conferred with:
CEO Customer Quality Champion Team Award for lasting contributions towards cross-functional team and critical customer experience turnaround
Customer Excellence Award (COE) for 5 times
SDM recognitions from high touch accounts and engineer of the month continuously for three months
Mar’08 – Sep’08 with Wipro InfoTech as Voice Support Engineer
Highlights:
Initiated efforts & rendered support to Avaya products to maintain the stability of customer business operations thereby ensuring business continuity
Maintained EPABX operations across India; maintained the productive business relationship with EPABX vendors and service providers
May’06 – Mar’08 with Avaya Global Connect as Customer Technical Support Engineer
Highlights:
Worked with Troubleshooting Communication Manager, Session Manager, SMGR for Onex soft Phones, IP End Points, Files Server (HTTP/TFTP), Firmware Upgrades, Backup/ Restore, Call Log Related Issues
Designed & implemented Avaya Call Center with a PBX for about 100 agents
Initiated efforts & executed the Mail Server & Client (lotus Notes), Windows operating system (Windows 2003, Server & Client) Inventory collection server (Unicenter Server), Desktop Support, Antivirus Server & Local Area Network
Sep’03 – May’06 with Team Computers Pvt. Ltd.
Joined as Executive Engineer; promoted System Admin / Network Admin (Jet Airways, Bengaluru)
Highlights:
Worked on the administration of network with 50 users; installed & troubleshot several software including lotus notes mail server 6.5.2 and client version 6.5.2
Performed the troubleshooting of hardware & software configuration related errors, installation & configuration of Win server and clients Successfully implemented Local Area Network; installed & configured DHCP, DNS & Proxy with TCP/IP
Projects Handled:
(Aspect Technology Center)
Pathways
Analyzing & assessing the team training requirement and building the technical capability within the team
Identifying the team member which can be trained on different products (cross-skill)
Acting as Product Owner and managed & resolved the product escalation and mitigated the same
(DXC Technology)
Capability Development
Worked on the overall targets and learning of the team - Technical, Interpersonal and Process
Improved KPIs, CSAT, capability development, employee satisfaction
Avaya Incident Management Hiring
Managed the end-to-end hiring and onboarding for India Incident management teams for new business and Work Force Migration
Coordinated with HR and Delivery Managers to hire 75 candidates
Capacity Management
Ensured right-sized teams to meet current and future business requirements; acted as the part of Strategy Management
Team to plan and execute workforce migrations from varied geographies to India with minimal or no impact to business
Automation & Tool Testing (Alarm Reduction / Effort Optimization)
Introduced the automation for fault resolution and saving engineer bandwidth by 30%
Acted as the member to analyze and identify key faults and provide input script for automation; worked on the project to save bandwidth in excess of 20 engineers
Identified the team up with Avaya tools development team to perform UAT testing; successfully identified key uncovered tools bugs which provided traction to the process
Problem Management:
Analyzed chronic alarms with service delivery mangers achieved the reduction in alarms 40% of incoming case volume
Coordinated with T3 Team to get a fix of issue reduction in alarm achieved
Operations Excellence:
Played a pivotal role in taking an initiative aims at reporting and improving team operational matrices and thereby offering better quality of service to customers
Acted as part of the core team of 4 members, preparing KPI dash boards; drove results with the management team and work as advisor for areas of improvement
Technical Readiness Plan:
Enhanced the technical knowledge of APAC engineers that resulted in low technical escalation and reducing “time to resolve” for any issue
Identified the technical gaps and introduce probable solutions with the help of short sessions or long training
Personal Details
Date of Birth: 20th September 1981
Languages Known: English, Hindi
Address: #A1-804 SNN Raj Serenity Apartment Begur Koppa Road Yelenahalli Bengaluru-560068
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