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- 1. DINESH SINGH Contact No.:08800784990 ~ E-Mail: dineshlaur@hotmail.com Contact Address: E-402, Pragya CGHS, Plot # 1B, Sec-2 Dwarka, New Delhi-110075 PROFILE SUMMARY • Performance-driven Professional with nearly 2 decades of experience in: ~ Strategic Planning ~ Network Infrastructure Management ~ Operational Excellence ~ Service Delivery Management ~ Data Centre Management ~ Service Maintenance ~ Statutory Compliances ~ VSAT Operations & Maintenance ~ Audio & Video Conferencing Services ~ Team Management • Presently associated with Bharti Airtel Ltd., Gurgaon as General Manager: Head - Fault Management NOC (Service Assurance) • Demonstrated excellence by continually improving cross-functional processes to reduce costs and gain operational efficiencies • A keen planner, strategist and implementer with deftness in identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members • Skilled in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level • Skilled in coordinating with internal/ external customers for running successful operations and experience of implementing procedures and service standards for business excellence • Proficient in creating and sustaining a dynamic environment that motivates the high performance amongst the team members • An effective communicator & negotiator with strong analytical, problem solving and organizational skills CORE COMPETENCIES MANAGERIAL: Leadership: Advises the management on business strategies, promotes organization among customers and drives organization mission through employees & supports motivation of employees in organization. Visionary: Ensures staff has sufficient & up-to-date information, looks to the future for change opportunities, interfaces between Management, Employees. Decision Making: Formulates policies and planning recommendations to the management, decides or guides the stakeholders of action in operations by staff / employees. Management: Oversees operations of the organization, implements plans, and manages human / financial & physical resources. Personal Credibility: Uses personal credibility to influence the outcomes beyond own business & functional area. Strategic Contributor: Can direct business in new and growth areas and motivate people to perform beyond their normal past demonstrated skills / levels. Execution Skills: Makes things happen, against the odds in a collaborative way.
- 2. Value Champion: Havecourage to challenge counter cultural values / behaviour in others, champion the organisation values & vision and create a clear and compelling view of future. FUNCTIONAL • Meeting organizational goals business KPI, Churn Management & service credit reductions • Ensuring the team has necessary people, skills, knowledge and tools to deliver the appropriate level of service and operational metrics as defined for the process • People succession planning , coaching & mentoring • Controlling Outsourcing Models & Partner governance • Processing IT automations to bring downs and improve process efficiencies • Managing service operations for rendering and achieving quality services; providing end to end customer support by answering queries & resolving their issues, ensuring minimum TAT • Planning and maintenance of customer sites Integration with computer telephony systems (CTI) • Planning & executing global projects for voice communications to create a global network • Devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations and improved business performance • Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation WORK EXPERIENCE Since Aug’06 with Bharti Airtel Ltd., Gurgaon Presently designated as General Manager: Head - NOC, Fault Management Service Assurance) Growth Path: Aug’06 to Jun’08 DGM, CSD: Regional Support Head, West Jul’08 to Sep’10 DGM, CSD: Head CFM (Central Fault Management) Oct’10 to till date General Manager: Head - NOC (Service Assurance) Additional Responsibilities & Role enhancement (in last two years) • Integration of SMB ( Small & Medium Enterprise support), which is rapidly growing business • Partner management for BTS Microware/ RF providers, hardware suppliers & cable & consumables providers. • Integration of Unified communication • Managed Services & data center • VSAT operations for ~ 45000 site installation base( largest in India) Responsibilities: As General Manager: Head - Service Assurance • Monitoring premium 8000 enterprise customers’ base having of > 1 Lack circuit base blend of domestic & international presence across the globe. Leading a team of 400+ engineers & senior resources. Managing complex solutions’ support & deliveries of all products ( P2P SDH, Ethernet over SDH, IP, MPLS,iMPLS, VoIP, CPE & PE configs, Managed services portfolio, Hosting/Cloud Services, unified communication, VSAT operations). • Driving innovative operational solutions to transition from conventional reactive to self enabled technological support models, many “ first” transformations in Telecom/ ISP world • Circuit based CTI integration for customers’ self enablement for fault reporting • Multi vendor Managed services programme for various segments As DGM, CSD: Head CFM (Central Fault Management) • Involved in consolidating support model (CFM- Centralized fault management) concept. First of its kind in large enterprise Telecom/ ISP setup. Ensure uptime for fiber, Microware, RF LM & copper. • Huge cost savings and productivy improvement drives at various levels by automations • Monitored a team for customer relationship management & service assurance to enterprise customers • Involved in controlling of opex by reducing faults & improving network uptimes As DGM, CSD: Regional Support Head, West • Carried out Customer life cycle management for western region, approximately 1000 customers • Delivered customer delight & committed SLAs & KPI
- 3. • Mentored &Develop product subject matter experts ( SME) • Initiated & Deployed programs to reduce fault per circuit & repeat faults. Reduce service churn & penalties due to inefficiencies in process & network Highlights: As General Manager: Head - NOC, Fault Management (Service Assurance) • Holds the distinction of growing revenue by INR 223 Mn from extended service charges versus traditional cost centers • Acknowledged for Implementing CTI and self enabled solution to control outflow of INR 100 Mn Transitioned manpower to partners to optimize cost by INR 200 Mn YoY. • Played a stellar role in improving Fault/ ckt from 34% to 17%, repeat fault from 11% to 6% and network uptime from 95% to 98% As DGM, CSD: Head CFM (Central Fault Management) • Showed distinctive ability by reducing 30% manpower resulting INR 140 Mn opex savings. • Conceptualized, implemented & Transformed the fault restoration into a highly reliable & sustainable Central Fault Management (CFM) with new capabilities, fault lifecycle management processes and a efficient model, followed by other Telco’s PREVIOUS WORK EXPERIENCE Aug’03 to Aug’06 with Cadence Design Systems, Noida Staff System Engineer (Functional Reporting to US team) Jan’02 May’03 with Esquire Electronics Inc., New York, US Senior Network Analyst Highlight: • Achieved 40% reduction in network incidents resulting in savings of over $1M in annual revenue Jul’99 to Dec’01 with Parsec Technologies Ltd., Gurgaon Technical Support Group (TSG) Mar’96 to Jun’98 with Enkay Telecom Ltd., Delhi Technical Support Engineer Aug’95 to Feb’96 with Shyam Communication Systems, Delhi Support Engineer PROFESSIONAL ENHANCEMENT SCHEDULES • Customized Residential leadership program at ISB Hyderabad • Center of Creative Leadership (CCL) Emerging Leader Program • Finance for Business Leaders Program • Many other related leadership programs CERTIFICATION • Cisco CCNA, Nortel Passport, NU-Era Muxs ACADEMIC DETAILS 2002 PGDM in Marketing from IGNO University, New Delhi 1995 BE in Electronics and Telecommunications from Aurangabad University, India PERSONAL DETAILS Date of Birth: 13th February, 1973 Languages Known: English, Hindi, Punjabi Location Preference: Delhi/ NCR