Sanjay Gulati has over 13 years of experience in telecom operations, service delivery, and team management. He is currently a senior team leader at COLT Technologies Pvt. Ltd., where he manages a team of 13 members and is responsible for telecom operations and meeting SLAs. Previously, he has worked at SITA and HCL Infosystems, holding roles in engineering operations, team leadership, and technical support.

1. SANJAY GULATI
Contact No.: +91-9818698492 E-Mail: sgulati1.sg@gmail.com
Seeking challenging assignments in Telecom Operations , Telecom Service Delivery and
Team Management with an organisation of high repute.
SNAPSHOT
 13+ Years industry experience in Telecom Operations, Service Delivery , Team Management .
 Responsible for managing the operations and team responsibilities seamlessly and timely.
 Played a key role in transitioning the tasks from local Service Delivery team of Europe to India .
 Well-versed with CCNA concepts related to LAN & WAN,
 Coordinated with Internal Customers (European Project Managers and teams in India ) on
regular basis on Customer related issues such as wrong service provisioning , new features to
be added in existing services and some Circuit bandwidth related reporting issues .
 Proven ability to perform well under pressure with excellent leadership, management,
communication, customer service, and problem-solving skills.
 Adept in supporting and sustaining a positive work environment to foster team performance
with strong communication & relationship management skills.
 An effective leader with distinguished abilities in end-to-end customer operations
management; skilled at motivating team members to maintain deliverables as per SLA.
 Expertise in attending to various telecom & networking issues and resolving these problems.
CAREER CONTOUR
Working for COLT Technologies Pvt. India Ltd., Gurgaon as Senior Team Leader from June
2006 till date .
Operations and Team Responsibilities
 Senior Team leader in service delivery operation functions; supervising a team of 13 team members
Team include Technical Lead, Senior Analyst , and Administrators ,
 Working on assignment of C isco Router for Customer Sites depending on the Service and additional
features Customer requires from COLT .
 Working closely with presales team , sending them the details for Layer 3 devices to be deployed on
the Customer site along with Layer 3 device quotes .
 Implementing configuration on PE side and providing Router startup templates to country workshop
teams with respect to the Router need to be deployed in Customer Premises .
 Working closely with EU IP PM’s for elite Customer projects . European PM’s assign project activities
which need to be handled by India team . My role is to see that deadlines are met in delivering the
activities , Identifying the teams involved , collating issues faced by teams, check for the
stakeholders for issue resolution and sending the activity reports on assigned timelines .
 Closely working with Account executives , Solution Architects , Implementation Managers and
Project managers to Plan for non Standard devices for Customer sites .
 Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining
high levels of employee and customer satisfaction and Ensured that KPI Metrics on “Productivity”;
“Turn Around Time” & “Quality” are adhered to; contributing to key strategic initiatives of COLT.

2.  Responsible for Change order Process , where Soft changes are to be scheduled with Config
Engineer and has to be completed within 24 Hours .
 Establish & Manage Relationships / Engagement with the internal Customers by way of arranging
Weekly and Monthly calls with Europe Project managers discussing on the issues faced in delivery ,
discussing on the action plans on the resolutions . Have to ensure that all internal customer queries
are followed up on a timely basis and same to communicated as well .
 Responsible for following agreed escalation & communication plans for faster delivery .
 Identify and drive continuous improvements and initiatives in process .
 Hiring of Analysts , Senior analyst , training, inductions, employee & client satisfaction scores,
performance Appraisals and attrition management .
 Generating the reports and submitting to management on the team performance and updating the
management about the Highlights or the achievement done by the team .
 Collaborate with internal teams by means of cross skilling or communications issues faced in
delivery which is communicated by the Project Managers while discussing issues faced by them .
 Involvement in transitioning of task from Europe to India .
 Plaining and organising Scope of work for India teams after transitioning .
 Involvement in Quality management system to have error free task .
Key Highlights in present role
 instrumental in off-shoring the transitioning of tasks from local Service Delivery team of Europe.
 Involved in handled the coaching and development of the team members to achieve uniform skill
levels including technical development and business understanding.
 Evaluated new processes and technology; established the training & development plans for the
team.
 Maintained a high quality of output and ensure completion of tasks to a target of zero errors.
 Took charge of the overall process development and improvement.
 Won the following:
 Successfully Completed Process standardisation of IPVPN Provisioning tasks followed in 13
European countries in COLT . Awarded towards outstanding contribution to the success of this
project.
 Awarded ‘Silver Shine Award’ for bringing up team to perform good quality of work ‘first time
right’ .
 Worked out of hours for Colt’s esteemed customer & Won ‘GOLD Shine Award’ .
 Technical Training imparted to various Colt’s sub functions and got various appreciation from
the team and Management .
 Worked / Planning on Automation Tool which can result in Head Count saving .
 Bringing efficiency in network services by restructuring processes to improve efficiency by 15% in
2010 .
 Completed the Kaizen– Wave 1 and 2 Projects in 2011 & 2012 (Service Delivery internal Projects )
that leads to efficiency improvement and Cost saving for network services India team.
 Strengthened the existing QC mechanism with an objective to improve “Output Quality” of functions
from current +95% to +98% consistently throughout .
 Reporting - Report and measure the team’s performance through an agreed level of SLA’s
SITA.TelecommunicationNov2004 June2006
S.I.T.A (Societe Internationalede Telecommunications Aeronautiques), world’s leadingprovider of Global
Telecommunications and Information solutions to the Air TransportIndustry .
Worked as Engineer operations in SITA.Telecommunication and is responsiblefor End-to-end lifecycle
supportfor workplaceIT infrastructurefor Airlines operation .Recognized by SITA as a professional with
strengths in Strong Management & Leadership skills,ProjectManagement, IT Infrastructure
Implementation and leadingto teams to meet the business goals.

3. Job Role / Responsibilities
 Act as SPOC for any escalation & coordination for with various Airlines Agencies and resolution and
monthly analysis on the incidentraised by Customers .
 Configuration of Airlines TE/Software on server and ensure onlineend to end connectivity.
 Doing Vendor Management & Meeting with Airlines Representatives .
 Configuration and Testing of Cisco Routers 2600, 3600,,Switches 2900 & Various Leased Line Modem
likeASM 20,31,HTU E-1.
 Implementation of VLAN on Switch, HSRP on routers etc.
 Operational Supportfor All Major International & Domestic Airlines Networks.
 ProvidingSecond level technical supportfor LAN/WAN to the engineers located at different remote
locations in thecountry.
 Testing and Troubleshootingof Leased & ISDN lineand coordination with MTNL.
Key Highlights
 Created completed documentation of all network equipment’s with IP addresses to have central
repository .
 Created Network diagrams per Airlines so that easy trouble shooting could have been possible .
 Motivated people to work smarter on project and BAU to save time and cost .
HCL InfosystemsLTD, Noida Mar 2003- Oct 2004
Worked as Team leader technical in HCL Infosystems limited , Noida for ProvidingFacility Management
services Support( Computer Hardware and Networking ) to AIR INDIA at IGI Airport, New Delhi .
Management and functional Responsibilities:
Leading technical Team of 12 Engineers workingin shifts.
Maintenance Activities :
Providingsupportfor different type of servers/PCs / DisklessPCs/ Laptops / Printers /Boardingpass and
BoardingTag Printers and all network equipment’s at different location of Air India in Delhi .Customer
used to get the ticket raised through internal ticketingsystems , I used to assign the tickets to the shift
Engineers and used to analyze the issues raise on daily ,weekly and monthly basis to understand the
pattern and resolve.
 Testing and Troubleshootingof Leased & ISDN lineand coordination with MTNL.
 System performance time for various data transaction through the mainframes workingat
Mumbai .
 System performance for different Network equipment’s lyingatdifferent locations atAir India
Data CircuitManagement .
 Monitoringall data circuiton hourly basisand coordination with DOT / MTNL for fault
reporting / resolution .
 The downtime report has to be submitted to Air India on periodical basis.
Vendor management .
 Interaction with central sitesupport team for the mainframes related problems .
 Interaction with properties and facilities department for local power and Air conditioning
problems .
 Vendor management with M/s LIPI data for High speed Printer problems and M/s Elnova for
Ups supportactivities .Ups rangingfrom 0.5KVA to 5KVA .
Key Highlights

4.  Adeptly created KEBD for various Query by project Engineers to support them effectively.
 Various trainings imparted to the team on Hardware , Software installation , Terminal ins tallation
and troubleshooting .
 Motivated people to work harder and complete the project on time within less cost.
ACADEMIA
 B.E (Computers) from SIT Tumkur , affiliated to Bangalore University in 1993
 ITIL V3 Certified .
 Prince 2 (foundation and Practitioner )
 Done PMP Training .
TRANSITIONING
 Transitioning of VOIP Access Process from EU to India , 15 Days Spain , Barcelona in 2007.
 Transitioning of IP Provisioning task for FR and NL in 2009
 Transitioning of IP Provisioning task for AT and DK in 2012 .
 Transitioning of task which involve Layer 3 Cisco devices that need to planned for Customer Sites
based on the Services Customer opted from EU to India in 2015 .
TRAININGS
 Attended workshops on Time management .
 Interviewing Skills .
 Conflict Management .
 People Development.
 Leadership Essential .
 Cisco and Juniper Routers in 2009.
 ITIL® Certified
 Prince 2
 PMP Training
PERSONAL DOSSIER
Date of Birth : 18th
November 1970
Passport Number : L4682032
Expiry Date : 22/09/2023
Present Address : A-127, First Floor , Surya Nagar , Ghaziabad (U.P ) 201011.
Permanent Address : 1/51 , Street No 4 , Vishwas Nagar Shahdara , Delhi -110032