Romesh Bhatt

? Carrier customers from different parts of Asia, providing them with Service Management support for National/International Voice & Data products.

? Reviewing network performance monthly with all named customers in face-to-face customer meetings or via customer calls.

? Conducting quarterly or half-yearly meetings with CxO level from customer side.

? Ensuring all reported problems are resolved in accordance with the contracted Service Level Agreements (SLAs).

? Providing customer with network enhancement recommendations.

? Taking ownership on behalf of customer to manage fault outages on an exception basis.

? Investigating outages and managing the delivery of accurate RFO and RCA's, ensuring full follow up on recommendations on corrective and service improvement plans.

? Assessing and communicating the impact of planned maintenance activities.

? Managing Change Management request activities where the customer's network may be impacted.

? Identifying and driving process improvements within the service organization.

? Supporting account managers and pre-sales engineers on major bids, expansion of service, providing guidance on service delivery and performance expectations, and details of the current installed base.

? Participating in various RFP's with Sales & Solutions to win new orders. Work on up-sell & cross-sell to increase revenue.

? Working with account managers to protect account revenue streams and to identify new opportunities of revenue improvement stream.

? Providing customer training on web portal tools, fault management and escalations procedures. Point of contact to liaise with customers and internal teams to resolve any billing issue or dispute.

? Providing Service Management support for International Voice & Data products like Ethernet Wireline, IP VPN, IPLC, NPLC, MPLS, etc. and for Enterprise voice products like ITFS, National voice, International Voice.

? Tracking and ensuring that contractual commitments and service levels are being met using Service Reports detailing performance against the targets and thresholds set out in the customer?s Service Level Agreements (SLAs).

? Carrying out monthly service reviews with customers. Publishing monthly performance reports in regards to Service Assurance, Service Delivery, Credit & Billing.

? Tracking and managing customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.

? Managing stakeholders and liaising with all relevant departments e.g. Commercial, Sales, and Customer Service Operations to ensure commitments / quality targets are met.

? Escalation Management for Incident, Delivery, Change & Billing.

? Driving root cause analysis with Problem Management to ensure repeat problems are addressed proactively.

? Proactively involved with sales, bid management and solutions consulting to assist in the identification of additional services within accounts. Identifying opportunities to upsell with the Account Managers.

? Validating and calculating Service Credit claims against signed SLA.

? Coordinating with Credit & Collection team to resolve Debt in query (DIQ).

? Inventory preparation and maintenance.

? Scheduling and conducting status meetings with appropriate development resources and customers.

? Measuring customer satisfaction levels.

? Developing and updating client related reports.

? Maintaining complete and accurate customer correspondence data.

? Answering product related questions from customers.

? Providing proper refund and compensation to customers on time (SLA waive off).

? Assisting sales team in business acquisitions, planning, retention and management. Identifying and developing problem solving methodologies to resolve customer issues on priority.

Besides the usual responsibilities of a Service Manager, I also dealt with voice issues of a rather technical nature:

? Proactively monitoring & troubleshooting International Network of TCTS (Teleglobe Canada).

? Analysis of voice quality related issues on TDM & VOIP Networks. Ex:-FAS prevention, PDD, FAX, DTMF, Distortion, Echo, CLI etc.

? Analysis of performance reports to improve ASR, Network Efficiency Ratio (NER), ACD of customers.

? Actively monitoring CPU utilization and various trunk groups, signalling links associated with customers.

? Analysis of call traces to troubleshoot call failures.

? Extensive Working experience on SONUS NGN.

? Applying proactive and reactive controls such as throttling, code blocking to avoid congestion and network failures during peak hours.

? Working on real time alarms and troubleshooting and reporting major alarms to various teams like ITAC and Routing.