Resume-Manish Jain-Jan2022
Resume-Manish Jain-Jan2022
Resume-Manish Jain-Jan2022
Service Delivery
Extensive experience in executing full life-cycle development projects; ramping-up projects within time, budget & quality
parameters, as per project management & best practice guidelines
Profile Summary
Prince2 certified with over 18 Years of rich experience in:
A technocrat with hands on experience in leading teams for successful project implementation while ensuring a high-
quality customer experience, elevating customer satisfaction in line with SLAs and work processes
Proficient at planning, conceptualizing, and monitoring project activities
Demonstrated excellence in carrying out project budget planning & analysis, outsourcing strategies and managing
contracts
Proficient in Critical Network/ Services Migration planning and execution.
Skilled in conducting milestone-based reviews, to ensure project completion adhering to planned timelines, quality goals
and budget of the project.
Successfully implemented project which enhanced, optimized resources utilization.
Proven abilities in delivering complex projects.
Customer centric approach minimizing escalations from stakeholders.
Excellent communication and interpersonal skills.
Organizational Experience
Aug 2008 - Sep 2013 Nokia Siemens Networks Gurgaon as Project Manager
Feb 2008 - Aug 2018 Nokia Siemens Networks Gurgaon as Project Manager (Consultant)
Oct 2005 –April 2006 Nokia India Gurgaon as Care Manager (Consultant)
Oct 2003- Sep 2005 Tirumala Seven Hills Delhi as Product Manager
Service Management & Governance: Implemented New Product Features & SW Release across network. Defined Service
Catalogue, SLAs & OLAs and control processes. Deployed Disaster Recovery practices, Ensured adherence to the Governance
model and 100% process compliance.
Operations & Service Delivery: Assessing reports to identify trends, facilitating in devising and implementing plans to
improve delivery standards. Defining service standards guidelines that serve as benchmark for excellent service delivery,
Monitoring SLAs, ensuring timely closure of priority tickets, handle escalations, implementing & migrating systems to
upgraded versions to achieve maximum efficiency.
Change Management: Conducting project meetings/ reviews, communication to teams on ground to disseminate and drive
changes. Assessing the effectiveness of change management approach; securing approval of change; processing Emergency
Change Requests and publishing change notifications. Prepare and agree on comprehensive release and deployment plans,
adhere to deployment model & processes, and ensure deployments in production are successful.
Problem Management: Managing incidents / problems related to the services offered. Communicating with both the external
customer community as well as internal stakeholders for incidents reported to the Service Desk for prompt resolution.
Updating the incident / problem periodically with the actions / RCA undertaken throughout. Ensuring 100% compliance to
processes and guidelines. Updating knowledge base with solution / known errors for future use.
Highlights:
Pivotal in developing & delivering solutions that assess, plan, architect, design and implement technology solutions for
enterprise-wide heterogeneous environments to meet business requirements which include change and configuration
management, migration of services/ swap of node, service level and problem management, capacity and performance
management, cost and risk management, etc.
Efficiently recovered an inherited project which was in jeopardy of being lost due to inefficient service delivery.
Implemented revised deployment and communication plan among the team and stakeholders by winning their trust.
Outcome was that project delivered on time and met Customer’s Approval.
Essayed a stellar role in taking transformative and Team Restructuring initiatives to execute projects on time and within
budget.
Engage customer hierarchy in Technical Solution Document review and approved process at various levels. Managed
implementation SIT testing UAT Testing to ensure that applications are in line with requirements mutually agreed
between customer and team.
Education
2003 Diploma in Communication and Network Technologies, Delhi
2005 Post Graduate Diploma in Telecom Management, Aegis School of Technologies, Indore
Certifications
Prince 2 Certified
CCAN
MCSE
With Cisco
Duration Mar’2020 - Present
Project: Bharti Airtel Ltd.
Team Size: 25
Role: Operation’s/ Project Manager
Description:
Operations Manager for Bharti MPLS NW, taking care of day-to-day trouble tickets and getting NW services restored
with support of FTS and TAC team. Customer reports cases (S1/ S2/ S3) based on the criticality of issue in the NW.
We Are ensuring TAC support (24/7) is available to troubleshoot and isolate the issue. This also includes Managing
Customers Sentiments by ensuring quick response from FTS team or TAC teams. Role also includes RMA Management
(Good and Faulty HW management) as per the agreed SLA.
With Houston