1. Sangharsh Khorawal
HEAD Service Management | Application Operations
With over 15 years of total experience (last8+years in program leadership role), Sangharsh is an accomplished IT
executive with a strong balanceof Solutions,projectand operational management skills both in IT Application and
Infrastructure. At ease managing large scale complex business and IT change and transformation initiatives,
Sangharsh is known to quickly conceptualize complex business problems, garner stakeholder consensus and
quickly implement strategic / tactical solutions. Respected by peers and seniors alike, Sangharsh is a strong
communicator and people leader who have been repeatedly commended for turning out troubled projects.
PROFILESUMMARY
Project & Program andPeople and Vendor Management Experience
Change & Business Transformationand business Engagement
Proven track recordinIT management for a TSP
Demonstratedtrack recordof having successfully managedlarge Transformation projects
Business engagement andIT deliveryof Mobile (Data andvoice), FixedLine (Broadbandandvoice), Media andSMB
Proven capabilityto interact & buildstrong relationships with senior management stakeholders
Teamplayer with excellent interpersonal and communication skills
Fast learner, smart thinker and abilityto deliver inhigh stress situation
Lead for STRAP projects reporting directly to Senior Management
Leading the LegacySunset, Technologyupgrade andCRMStrategystream for Congruence Project
CORE EXPERTISEAREAS AND KEY SKILLS
Exp. SUMMARY:
TIMELINE
COMPANY ROLE FOCUS Role/Highlights
Aug 200’15 to Present Tata Tele-
Services
Head Service Management Role
-Heading ITops for Order Capture andCRM Applications
- HeadingRequirement,Solution,DeliveryandOps for
IVR,ACD,Logger,CTI andBI Reports.
- LeadingRequirement Management andUAT for Order
Capture andCRMIT Apps.
-Lead for strategic projects
-Managing USAT scores
-IT requirement management throughoff the shelf
products andin-house development
- IT SPOC for all Regulatorymeeting, discussions and
changes.

2. Aug’13 to July’15 Tata Tele-services Business Analysts, LeadPlatform
Architect :
Customer Service ( Retail,
Enterprise), Retail Business,
Sales and Distribution
Role
IT SPOCfor All the IT Platform Servicing Customer Facing
Functions
 Business case preparation
 Requirement analysis
 SolutionArchitecture
 Rollout Strategy
 Business CasePreparation.
-IT SPOCfor all Regulatorymeeting, discussions and
changes.
Highlights:
Conceptualization, Requirement, Solution and BoM
Finalization :
 Complete Onboarding Experience,
 Dedupe,
 Collection Eco System Including Dunning and
Dispute Mgmt
-Complete Design FinalizationIncludingNetwork, MPLS,
Database , Virtualizationof Servers
-Roll Out of Centralized SIPIVR/ACD, Logger, CTI for PAN
India
Aug’11 to Jul’2013 Tata Teleservices Lead Platform Architect –
Customer Management
Platform and Customer
Information Platform
Role
-SolutionHeadfor Apps Like CRM, Self Care through
Customer Gets Services andIVR,SMS Throughwhich
Customer Connects with Organization
Highlights
-Lead CRMTransformationProjects whichIdentifying and
Workingon Projects to Increase CRMStabilityand
Requirement Capture and Vendor
coordination/Presentation, Solution for New CRM.
- RFPFinalizationfor Contact Centre Services.
-Product Evaluation, Vendor FinalizationBusiness Case
Preparation for IVR andACD Transformation Projects.
-Roll out of Corporate MNP.
Aug-09 to Jul’11 Tata
Teleservices
Head- Contact Centre
Technology
Role
- Heading Contact Centre TechnologywhichIncludes
Solutions, Deliveryand Ops for All Components of CCT
 Infrastructure Mgmt.
 DB mgmt.
 Network Mgmt
 Reports.
 ApplicationMgmt
 SecurityandAudit
Vendor andOps mgmt Aligned to ITIL Framework
Highlights
- Roll out of IVR, CTI for Tata Docomousingmix
of SS7,PRI,SIPTechnologies.
- Oracle DBDesign Finalization.
- Integrationof IVRwithIT App, NetworkandVAS
Apps
- Project Won InnovationAwardinTata Group

3. Feb’07 to June’09 Idea Cellular Ltd Manager- Call Centre
Technology
Role
- Heading Contact Centre TechnologywhichIncludes
Solutions, Deliveryand Ops for All Components of CCT
 Infrastructure Mgmt.
 DB mgmt.
 Network Mgmt
 Reports.
 ApplicationMgmt
 SecurityandAudit
 Vendor andOps mgmt Aligned to ITIL
Framework
Highlights
 HandledLarge Scale Deployment ofAspect IVR.
 RFP, Solution Finalization for Cisco IVR,ACDand
CTI.
 Spear HeadedFirst CiscoDeployment in India
.
Nov’05 to Feb’07 Solution
Integrated Mgmt
Services
Manager IT Call Centre Role
 Head IT for CallCentre, handling Operations for
Customers like TTL, Vodafone, Airtel , GM,
Motorola,MNYL.
 Project Implementation as per end Customer
Requirement.
 IT Management, which includes teams of
System/Server Administration, Network,
Security, Desktop.
 Handling Servers Like, Ftp, Email, Proxy, Anti -
Virus, EPABX, Loggers, Dialers,DB.
July-04 to Nov’07 Espire Infolabs System Administrator Role
 HandlingOutboundIT Operations for the Call
Centre.
 Shift head for US and Australian Calling.
 Handling complete Dialer Operations which
includes DNCScrubbing, Campaign Mgmt., Shift
End Report Generation, Back up Operations.
 Data Analytics andStrategyfor CampaignMgmt.
Nov’03 to July’04 Future Soft India
Pvt Ltd
Team Member- Tech Ops  Handling Dialer Operations for Wipro
Spectramind.
 L1 Operations for Dialer,Logger and ACD.
 Configuration of ACD, Logger and Dialer.
 Report Generation for Dialer,Logger and ACD.
May’01 to oct’03 Yorco Infotech Executive IT  HandlingL1 operations for Windows, Server and
Network.

4. Technical Expertise
Proficient knowledge of
 Project implementation and administration, Postpaid and Prepaid, Billing system and Database Administration.
 BSS and OSS including Billing system, CRM,FMS, Dedupe,CRM.
 Sound Experience on Contact Centre Technology on Avaya,Cisco,Aspect,Verint,Nice.
 Management Information System (MIS) and BI
 Overall IT Delivery & Operations for Telecom Industry
Highest Education
 Bachelor of Engineering – Electrical from Punjab Engineering College
Contact/PersonalDetails
Email sangharsh24@gmail.com
Contact no # +91-9212104050
Address # A/36/B DDA Flats Munirka, New Delhi
DOB # 24-Nov-1975