akshay goyal cv
TRANSCRIPT
AKSHAY GOYAL Contact no: +91-9560299806Email:
PROFESSIONAL SNAPSHOT
10+ years of operations experience in IT & Telecom for global deliveries Ericsson BUGS Certified Incident Manager and People Manager ITIL V3 & Intermediate Service Operation professional Very strong Customer focus Very experienced in stakeholder management Consistently high DIALOG scores YoY in Ericsson Ability to perform well under pressure
EXPERIENCE SUMMARY
Role Organization Duration
Head Incident Management Ericsson Oct 13 – Till Date
MS Delivery Manager Ericsson Feb 13 – Oct 13
Operations Manager - Surveillance Ericsson Sep 10 – Mar 13
Incident Manager Ericsson Nov 09 - Sep 10
Network Administrator Pearson Vue Nov 07 - Nov 09
DSL Team Lead Bharti India Jun 06 - Nov 07
Project Engineer Bharti India Jun 05 - Jun 06
PROFESSIONAL JOURNEY
Ericsson India Global Service Pvt. Ltd. (Nov. 2009 to till date)
Head Incident ManagementKRAs
SLA Compliance across all customers for Severity 1 KPI fulfillment for Incident Management function Implementation of Proactive & Reactive actions for all deviations to smooth
operations To facilitate with the Manpower requirement in terms of Incident Managers Ensuring high motivation level of team resources Attrition Management Fulfillment of Balanced Scorecard / OPM / IPM parameters
PQM (MS Delivery Manager)KRAs
E2E delivery from GSC, ensuring that all delivery units (Operations/ Engineering) are delivering & working in complete alignment to fulfill the agreed performance
Ensuring correct MSIP & internal Governance implementation & execution Responsible for SLA & WLA fulfillment Initiate and drive improvement plans to correct operational performance
deviations Reinforce, establish, support and execute continual Service Improvement
initiatives for the delivery activities performed under a specific WLA scope Ensure process implementation/strengthening in GSC
Operations ManagerKRAs
Surveillance operations management for 16 Op Co’s in Africa region Leading the performance of 100 resources Drive innovations in process and tools areas to bring efficiency & robustness in
operations Drive ticket closure and improve KPI SLA fulfillment Interface extensively with 3PP & FSO organizations
Incident ManagerKRAs
Ensure the timely recovery of service in an efficient manner with minimum revenue loss
Manage and coordinate communication between support teams and other stakeholders
Stakeholder management including MSCOO, OA Head, GNOC and Customer Mgmt.
Pearson VUE -NCS Pearson India Pvt. Ltd. (July 2007 to Oct 2009)
Network Administrator (Asia –Pacific region)KRAs
Network admin and Server Mgmt. for Asia-Pacific (corporate) for 19 remote locations
Lead technical team, providing voice & web support to Channel Partners in APAC region
Planning, Designing & Implementing networking Vendor Management
BHARTI AIRTEL LTD (June 2005 to July 07)
DSL Team LeaderKRAs Responsible for performance mgmt. of technical teams Escalation handling for issues related to DSL Broadband installation,
troubleshooting, and fault repair of different modems and routers for same at the customer end
Responsible for Presales activities like initiating meetings and conferences with clients in order to give them the description of product and plans
Project EngineerKRAs Site Development, successful commissioning Vendor Management for scope completion Customer Management & project deliverables
CORE COMPETENCIES
Telecom NOC Operations Liaison with stakeholders in MSIP, 3PP & FSO Strong communicator Proficiency in multi tasking
Qualifications & Credits
B.Tech. (Electronics and Communications) 2005 Batch BUGS Global Certification Incident Manager Senior 2010 ITIL V3 Certified 2009
PERSONAL DETAILS
Marital Status : Married Language known : Hindi and English