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Profile Id: 133005    4-Nov-2016
Title:   Driving IT-Voice operations & services in Avaya/Nortel VOIP-SIP PBX, Contact Center & Application.
Name:   SRINIVAS (Diploma in E&TC)
Location:   Pune - Maharashtra -
Networking / Hardware / Telephone Systems  
  • Computer / Server
  • Networking Wireless
  • Telephone System
  • Networking Product

Dear Patron ,

I prefer type of work - Part-Time Basis. Expecting remuneration in terms of Per Day of appx. Rs.10000 Per Day.

My Skill - Consultant in driving IT-Voice operations & services..

My prefered location for assignment - Anywhere

I as a company deals in - Avaya/Nortel VOIP-SIP PBX, Contact Center & Application. .

Jobs handled -

Highly competent IT Manager with proven skills in managing 24x7 operations of Offshore Delivery Center and its complex IT infrastructure systems (VOIP, LAN/WAN, Contact Center, Logger, Application systems)

Impressive success in leading projects on multi-site facility roll-out, including IT Infrastructure, Offshore Development Centers, Data Centre and Network Operating Centre

Strong background in managing operations in Telecom Domain (Voice, VoIP, Unified Communications, Converged Communications & Contact Center Communications); rich technical background of working on HP OVPI, HP NNM, BPPM and Remedy tools

Excellence in managing multiple stakeholders throughout the project lifecycle while fulfilling their requirements and proactively managing escalations; received several written appreciations from clients

Expertise interacting with end clients to understand their business needs and brainstorm feasible solutions

Delivered excellent results in exceeding quality of service commitments and in resolving complex & critical system issues within set SLA

Front-led large sized multi-technology teams of size 30+

People-friendly, collaborative & approachable with strong planning, analytical, problem solving & client engagement skills.


Project Details:

Client: Abbott Laboratories, US

Role: Project Lead

Period: Since Feb’16


Conceptualized & implemented SOPs, policies and best IT practices for Contact Center Development

Performed product/vendor evaluations of Voice Network and Contact Center related technologies

Set-up 24x7 operations process; created KRAs & KPIs from scratch

Worked closely with project managers and stakeholders during the Abbott’s DC infrastructure upgrade to technologies like Avaya Aura 6, Verint Logger, EMC, SIP

Resolved high-severity incidents to ensure service availability with minimal delay towards ensuring smooth operations of an infrastructure environment

Ramped up incident Service Level Agreement (SLA) adherence from 91 to 98 through daily reviews; improved recovery times for complex incidents, 100 were resolved same day (up from 60 over 6 months)

Title: Avaya Monitoring & Automation

Role: Project Lead

Period: Aug’11 - Feb’16


Built solution, using BSM Tools, for monitoring performance of network equipment and alerting about failure to Data Center Administrator; automated the process of issue resolution by creating a ticket for skilled resolver group

Monitored solutions based on HP OVPI, HP NNM, BPPM and Remedy tools

Brainstormed project scope and obtained approval from stakeholders

Held meetings with the stakeholders before deployment of solutions into production and performed quality check for defect free product

Promptly resolved daily production issues, performed upgrades & patches, undertook performance analysis, implemented Disaster Recovery exercises

Ensured strict adherence to ITIL processes; consistently met assigned SLAs and improved CSAT; reduced operational costs through Process Improvement, Consolidation in datacenter & servers, Renegotiating Contracts measures