Gaurav Khosla's Profile
Gaurav Khosla | |
Regional Manager, British Telecom | |
 | British Telecom  |
Professional summary
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Current Experience:
Regional Manager, British Telecom
Previous: Program Manager, Voizone Global Services
Regional Manager, British Telecom Global Services
Regional Program Manager, British Telecom Global Services
Business Owner/Program Manager, Orange Business Services
Business Owner/Program Manager, Orange Business Services
Project Architect, France Telecom
Project Manager, France Telecom
Project Manager, France Telecom
Implementation Manager, Orange Business Services
Implementation Manager, Orange Business Services
Technical Account Manager, Integrix India Pvt. Ltd
Technical Account Manager, Integrix India Pvt. Ltd
Sr. Technical Support Engineer, VCustomer Pvt. Ltd.
Sr. Technical Support Engineer, Pvt. Ltd.
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8.0 Years
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OSS/Telecom, ISP, networking,Project mgmt, telecom, ASIA/Western Europe , OSS,Regional mgmt, Wi fi
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Contribution score:(220 points)
- Contacts: 25 connections, 26 following, 2 followers
Gaurav Khosla's Experience
| Current : |
Regional Manager, British Telecom |
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| Telecom/ISP | ||
Working from 2007 | ||
| Previous : |
Program Manager, Voizone Global Services |
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| Noida | ||
Worked from 2008 to 2012 | ||
Brief summary :
CLIENT RELATION and BUSINESS DEVELOPMENT 2008 - Present Program Manager , Enterprise Services, Voizone Global Services, Noida U.P Handling Outsourcing services and Account Management for the organization, Experienced in executing various managerial procedures efficiently, I held responsibility for Ensuring that standardized methods and procedures are defined and used for efficient and prompt handling of all changes to IT and human resource in order to minimize the number and impact service Gathering requirements, for outsourced Contracts and Matrix Conducts stakeholder analysis and change readiness of the client organization. Defining ,owning and managing communication plans involved in leadership development within client organization, organizational consultant to define skill gap and plan training to identify and define training strategy Define the performance management systems that compliment the outsourced solution (mainly OSS). Conducts discussions and meeting with customers (Sr. and Mid Mgmt level) and different impacted departments to bring out specific requirements and help in resolving ongoing issues Acts as the link between the capabilities of the new solution and the scalability of the customer infrastructure (people and system) to meet a optimal balance Impact analysis and change management expertise with people and infrastructure single point of contact for the project communications to and from Customer Organizational setup, skill gap identification and capability planning Baseline, update and track projects with help of Daily/weekly and Monthly performance monitoring dashboards Earned Value Analysis for the Client, on outsourced services under the Project umbrella Take status reports and share with Account Mgmt and client s Top Mgmt teams | ||
| Previous : |
Regional Manager, British Telecom Global Services |
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| Orange | ||
Worked from 2007 to 2011 | ||
Brief summary :
Culturally sensitive international implementation and strong Customer handling experience with an ability to grasp new ideas and integrate them into desired results, and a honored track record of 6 years in increasing productivity for the IT and Telecommunication (Telecom) industry. Highly adept in using novel technology initiatives to enhance customer satisfaction and project management with a proven history of improving operations and escalating profitability. Skilled at evaluating options and generating solutions with a strong commitment to team-building and staff development. Empathetic listener and persuasive speaker with a demonstrated ability to lead others in high-demand situations. Excellent capability of instituting genuine rapport with prospects and clients with a consistent record of forging strong relationships. I have worked with clients and Telecom/IT companies like British Telecom , Orange (France Telecom), GlaxoSmithKline , 3M , Reuters , PCCW CLIENT RELATION and BUSINESS DEVELOPMENT 2007 - Present Regional Manager , APAC-Reuters, British Telecom Global Services Exclusively involved in handling Reuters services and operations for the organization, for Telecom services. Experienced in executing various managerial procedures efficiently, I held responsibility for Planning and organizing the projects according to the client requirements and ensuring accurate project release. Building effective human inputs for projects and assigning the targets for their work. Coordinating and cooperating different processes and individuals to arrive at strategic solutions. Motivating team members in stress situations through performance appraisal techniques to augment their efforts. Reviewing the work performance of the team annually and proposing incentives. Responsible for the upgrade of all End Clients onto the BT MPLS network within APAC Countries including India, Pakistan, Bangladesh and Sri Lanka, Malaysia, Singapore, Hong Kong, Philippines for Reuters supporting Data Centre optimization for Reuters single point of contact for the project communications to and from Customer manage a team of N/W professionals and Project co-coordinators based in India and Singapore Baseline, update and track projects Take status reports and share with Account Mgmt Client Relationships Ensuring client satisfaction is considered to be of paramount importance and any potential issues are highlighted and escalated as necessary. Manage client and stakeholder relationships professionally, effectively and proactively throughout the development of the project Ensuring Customer advocacy | ||
| Previous : |
Regional Program Manager, British Telecom Global Services |
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Worked from 2007 to 2008 | ||
Brief summary :
CLIENT RELATION and BUSINESS DEVELOPMENT 2007 - 2008 Regional Program Manager , APAC-Reuters, British Telecom Global Services (deputed through Mind Consultants) Exclusively involved in handling Reuters services and operations (Service Delivery/Account Mgmt) for the organization, for Telecom services. Experienced in executing various managerial procedures efficiently, I held responsibility for Planning and organizing the projects according to the client requirements and ensuring accurate project release. Building effective human inputs for projects and assigning the targets as per project workflow. Coordinating and cooperating different processes and individuals to arrive at strategic solutions. (legal/Finance/Sales/Govt. ISPs and Admin) Motivating team members in stress situations through performance appraisal techniques to augment their efforts. Reviewing the work performance of the team annually and proposing incentives. Responsible for the upgrade of all End Clients onto the BT MPLS network within APAC Countries including India, Pakistan, Bangladesh and Sri Lanka, Malaysia, Singapore, Hong Kong, Philippines for Reuters supporting Data Centre optimization for Reuters single point of contact for the project communications to and from Customer Manage a team of N/W professionals and Project Managers and co-coordinators based in India and (onsite) Singapore/China Baseline, update and track projects with help of Daily/weekly and Monthly performance monitoring dashboards APAC-In country Vendor Management/Selection and SLA/OLA Negotiations at Sr. Mgmt level (TATA,VSNL,Relience,BSNL,MTNL,Tulip,Bharti,PDC,QTel,Singtel,Starhub Etc.) and implementation Sops . Take status reports and share with Account Mgmt and RLOB teams across APAC work on all aspects of RFP process: i.e. Putting together RFP requirements Releasing RFP to Carriers Q and A process for vendor queries Evaluate detailed proposals Contract negotiations Project management and Implementation Client Relationships Ensuring client satisfaction is considered to be of paramount importance and any potential issues are highlighted and escalated as necessary. Manage client and stakeholder relationships professionally, effectively and proactively throughout the development of the project Ensuring Customer advocacy | ||
| Previous : |
Business Owner/Program Manager, Orange Business Services |
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| Gurgaon. | ||
Worked from 2006 to 2007 | ||
Brief summary :
Taking regular customer feedback, and vice versa from BT RLOB Team 2006 - 2007 Business Owner/Program Manager (OSS), Orange Business Services. Gurgaon. Management of the IT budget allocated on yearly basis (around 5000 k in general) Responsible for Network and Service Management tools, i.e. Monitoring tools, Trouble Ticketing processes/Technical Gap Management Definition of the content of the releases of tools, to meet the requirements of Process experts and Products teams Responsible for the requirement Gathering and communication towards operational teams using these tools. Responsible for the Scope Management of IT teams developing these tools Part of a Project and Program Management, worldwide multi cultural and cross-functional team Manage service and New product launch and support operational teams to handle Pilot customers and Services deployment Manage New Product launch, within Operational teams, based on Specifications provided by Sales/Marketing. Direct interaction with Sales/Marketing and OSS tool Development teams. Management of IT-Development teams Service level based on SLA Contracts, including external vendor Management like Wipro, Infosys, Amdocs and GCRM Prioritization of requirements based on ROI (Return on Investment) to Organization Supporting the team of Service level managers for Coordination with Operations and External Vendors. Manage/Supervise the work of Service Implementation experts, for new Product deployment. (IP and integrated services) Scrutinizing the final product according to client requirement and quality standards of the organisation. Releasing flawless product to the customer and satisfying their wishes. Resolving the product execution issues of clients and providing support in diverse matters. Getting Six Sigma white belt certification for the entire team. Additional Responsibilities-Process Restructuring and operational Alignment Roadmap for a given IT domain (definition of the roadmap + review of the execution) Detailed functional / non functional requirements Managing user acceptance tests for Operations IT communication to and from operational teams Prioritization of requirements: Process optimizations (Gap Analysis/Process Re-engineering) New products Inception and customer specific implementation | ||
| Previous : |
Business Owner/Program Manager, Orange Business Services |
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| Gurgaon. | ||
Worked from 2006 to 2007 | ||
Brief summary :
Taking regular customer feedback, and vice versa from BT RLOB Team 2006 - 2007 Business Owner/Program Manager (OSS-BSS), Orange Business Services. Gurgaon. Management of the IT budget allocated on yearly basis (around 5000 k in general) Responsible for Network and Service Management tools, i.e. Monitoring tools, Trouble Ticketing processes/Technical Gap Management (CRM-Amdocs, Billing, NMS, Order Management/Change Mgmt, Incident Mgmt,BSS) Definition of the content of the releases of tools, to meet the requirements of Process experts and Products teams Responsible for the requirement Gathering and communication towards operational teams using these tools. Responsible for the Scope Management of IT teams developing these tools Responsible for the collection and the prioritization of requirements regarding enhancements of these tools Part of a Project and Program Management, worldwide multi cultural and cross-functional team Managing excellent relations with various departments and intermediaries for developing and upgrading technology (Hardware / Software). Ensuring quality controls as per SLAs. Manage service launch and support operational teams to handle Pilot customers and Services deployment Direct interaction with Sales/Marketing and OSS tool Development teams. Management of IT-Development teams Service level based on SLA Contracts, including external vendor Management like Wipro, Infosys, Amdocs, ATOS Origin and GCRM- for clarify Prioritization of requirements based on ROI (Return on Investment) to Organization Managing the team of Service level managers for Coordination with Operations and External Vendors. Manage/Supervise the work of Service Implementation experts, for new Product deployment. (IP and integrated services) International Transition and Deployment of NMS tools (Netcool to Orchestre) in France and Cairo Supporting the team of Service level managers for Coordination with Operations and External Vendors. Manage/Supervise the work of Service Implementation experts, for new Product deployment. (IP and integrated services) Scrutinizing the final product according to client requirement and quality standards of the organization. Releasing flawless product to the customer and satisfying their wishes. Resolving the product execution issues of clients and providing support in diverse matters. Getting ITIL certification for the entire team. Additional Responsibilities-Process Restructuring and operational Alignment Roadmap for a given IT domain (definition of the roadmap + review of the execution) Detailed functional / non functional requirements Managing user acceptance tests for Operations IT communication to and from operational teams Prioritization of requirements: Process optimizations (Gap Analysis/Process Re-engineering) New products Inception and customer specific implementation | ||
| Previous : |
Project Architect, France Telecom |
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| Telecom/ISP | ||
Worked from 2005 to 2007 | ||
Brief summary :
Global implementation Experience in MPLS backbone and CRM | ||
| Previous : |
Project Manager, France Telecom |
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| Telecom/ISP | ||
Worked from 2005 to 2007 | ||
Brief summary :
Analyzed the project and documented a trial plan for the product.Harmonized various processes and conducted experiments on the product to meet the client requirements. | ||
| Previous : |
Project Manager, France Telecom |
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| Telecom/ISP | ||
Worked from 2005 to 2007 | ||
Brief summary :
 Analyzed the project and documented a trial plan for the product.Harmonized various processes and conducted experiments on the product to meet the client requirements. | ||
| Previous : |
Implementation Manager, Orange Business Services |
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| Gurgaon | ||
Worked from 2005 to 2006 | ||
Brief summary :
Alignments, optimization of technical architectures (Network Services only) 2005 - 2006 Implementation Manager - Service Delivery (Network Services), Orange Business Services. Gurgaon, Managed the whole project through primary analysis of customer requirements. On-time delivery of all service orders for IP VPN, MPLS + Services, ISDN supplementary services, Internet Access, Security and optimization of Network. Provide support for global network platforms contributing to deliver Data, IP, Voice band Systems and Applications services to internal / external customers. Perform testing / troubleshooting as required. Handle technical escalations from corresponding personnel / agencies. Meet or exceed the targets set by the management with regards to Customer Satisfaction (Target/Committed Delivery Date) and (Lead Time to Connect) Quality of 1st time installation Establish implementation schedule with Customer Headquarter Provide consolidated status and progress reports to Customer Headquarter and Account/Sales team Perform Order Validation of assigned orders for administrative completeness and technical consistency Proactive tracking and monitoring of all service components (circuit, equipment, Customer Internal Network Implementation) with respective supply chains until full delivery of ordered services. | ||
| Previous : |
Implementation Manager, Orange Business Services |
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| Gurgaon | ||
Worked from 2005 to 2006 | ||
Brief summary :
Alignments, optimization of technical/Operational architectures (Network Services only) 2005 - 2006 Implementation Manager - Global Service Delivery(Network Services-Glaxo/3M/YKK) Orange Business Services. Gurgaon, Managed the whole project through primary analysis of customer requirements. On-time delivery of all service orders for IP VPN, MPLS + Services, ISDN supplementary services, Internet Access, Security and optimization of Network. Provide support for global network platforms contributing to deliver Data, IP, Voice band Systems and Applications services to internal / external customers. Perform testing / troubleshooting as required. Handle technical escalations from corresponding personnel / agencies. Meet or exceed the targets set by the management with regards to Customer Satisfaction (Target/Committed Delivery Date) and (Lead Time to Connect) Quality of 1st time installation (100% record) Establish implementation schedule with Customer Headquarter Provide consolidated status and progress reports to Customer Headquarter and Account/Sales team Perform Order Validation of assigned orders for administrative completeness and technical consistency Proactive tracking and monitoring of all service components (circuit, equipment, Customer Internal Network Implementation) with respective supply chains until full delivery of ordered services. Service Delivery Process training to the New teams and Process Re-engineering Realized client necessities in accordance with service level agreement (SLA). Supporting the User Acceptance Testing for New N/W Monitoring and Fault Mgmt OSS systems | ||
| Previous : |
Technical Account Manager, Integrix India Pvt. Ltd |
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| Delhi. | ||
Worked from 2004 to 2005 | ||
Brief summary :
Realized client necessities in accordance with service level agreement (SLA). 2004 - 2005 Technical Account Manager, Integrix India Pvt. Ltd Delhi. Operated through MS Project to design a scheme for the project implementation. Involves Pre-Sales involvement during the technical presentation and demonstration of various technologies. Supervising Management of the: Exchange 5.5 and above. Configured Cisco layer-2 switches. Administering Checkpoint firewall Ver 4.0 Administering Legato-Net worker Administering Legato CO-Standby A A Advance Server Responsible for Facility Management/Fault Management contracts for service and support to multinationals and Indian corporate accounts like BTN Access-PCCW HK Ltd. , Mother Dairy India Ltd. , HBO to name a few. Client Support and Service : Managed the LAN and WAN integration with multi-services feature like V-LANS, VPN, IPLC Handling support and troubleshooting function for local Customer-site Networking i.e. Wireless-LAN, Local ISP, service and maintenance contracts with External vendors like Dell, Legato, Microsoft Responsibilities also include Configuring, Administrating and getting these devices implemented for Costumers, through Phone and Remotely. Managing the team of Customer Service Engineers, dedicated for High Value customers Handling team for 24X5 supports to Customer HQ, on Supervision and Maintenance of existing services and Pitching for New service contracts. Actively involved in professional meetings and instituting strategy for proposed work. Constructed an effective team for the SIT project according to skill standards. Attained broad understanding in broadband OSS architecture. Analyzed the project and documented a trial plan for the product. | ||
| Previous : |
Technical Account Manager, Integrix India Pvt. Ltd |
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| Delhi. | ||
Worked from 2004 to 2005 | ||
Brief summary :
Complete account Mgmt for GSK, 3M, AT and T (backbone) 2004 - 2005 Technical Account Manager, Integrix India Pvt. Ltd Delhi. Involved in Pre-Sales technical presentation and demonstration of various technologies. Supervising Management of the: MS-Exchange 5.5 and above. Configuring Cisco layer-2 switches. Administering Checkpoint firewall Ver 4.0 Administering Legato-Net worker Administering Legato CO-Standby AA Advance Server Responsible for Facility Management/Fault Management contracts for service and support to multinationals and Indian corporate accounts like BTN Access-PCCW HK Ltd. , MD India Ltd. , HBO to name a few. Client Support and Service : Managed the LAN and WAN integration with multi-services feature like V-LANS, VPN, IPLC Handling support and troubleshooting function for local Customer-site Networking i.e. Wireless-LAN, Local ISP, service and maintenance contracts with External vendors like Dell, Legato, Microsoft Responsibilities also include Configuring, Administrating and getting these devices implemented for Costumers, through Phone and Remotely. Managing the team of Customer Service Engineers, dedicated for High Value customers Handling team for 24X5 supports to Customer HQ, on Supervision and Maintenance of existing services and Pitching for New service contracts. Actively involved in professional meetings and instituting strategy for proposed work. Constructed an effective team for the SIT project according to skill standards. Attained broad understanding in broadband OSS architecture. Analyzed the project and documented a trial plan for the product. | ||
| Previous : |
Sr. Technical Support Engineer, VCustomer Pvt. Ltd. |
|
| India | ||
Worked from 2002 to 2004 | ||
Brief summary :
Harmonized various processes and conducted experiments on the product to meet the client requirements. 2002 - 2004 Sr. Technical Support Engineer, VCustomer India Pvt. Ltd. Primary responsibilities include handling Queries of all International Clients of HP. Providing Technical Support on Desktop/I-Paq-Devices and routers (wireless, firewall and VPN), LAN and WLAN (802.11B, 802.11G and 802.11 SUPER G), Hubs, Switches, Antennas, Modem (ADSL, DSL and Modem cum Routers, Router cum Print Server Wired and Wireless) My responsibilities also include Configuring, Administrating and Implementing these devices for users, corporate and Re-sellers through Phone and Remotely. Creating VPN Tunnel among SOHO Routers Management of LAN WAN Infrastructure of Entitled (contracted) customers Handling Escalations for Layer 1 Support Engineers and provide appropriate Solution to the Customer as per Company policies As a Senior Engineer, used to Handel Product replacement authorizations for Layer 1 support after verifying the troubleshooting steps in detail. In-charge of the Floor and teams, in absence of the Team Leads and managed the process effectively. Layer-2 support for the Tech support engineers and monitoring new products for Bugs and technical issues, creating technical support documents for the layer 1 support staff. Projects Details can be provided on request Professional Skills and Qualification CCNA-2003/2007 (CSCO11198254) ITIL V2 Certified - 2007 Practical ITIL Knowledge in Change Management Processes. Practical Knowledge of OSS Design/Planning and Architecture. Pursuing MBA from ICFAI (IT-Operations Management) - 2007 `A Level (Data Com. S/w Architecture and Planning) - 2006 Graduation: B.com (P) University of Delhi. - 2001 GNIIT from NIIT - 2001 CIC (Certificate in Computing): IGNOU - 1999 | ||
| Previous : |
Sr. Technical Support Engineer, Pvt. Ltd. |
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| India | ||
Worked from 2002 to 2004 | ||
Brief summary :
Harmonized various processes and conducted experiments on the product to meet the client requirements. 2002 - 2004 Sr. Technical Support Engineer, V customer India Pvt. Ltd. Primary responsibilities include handling Queries of all International Clients of HP. Providing Technical Support on Desktop/I-Paq-Devices and routers (wireless, firewall and VPN), LAN and WLAN (802.11B, 802.11G and 802.11 SUPER G), Hubs, Switches, Antennas, Modem (ADSL, DSL and Modem cum Routers, Router cum Print Server Wired and Wireless) My responsibilities also include Configuring, Administrating and Implementing these devices for users, corporate and Re-sellers through Phone and Remotely. Creating VPN Tunnel among SOHO Routers Management of LAN WAN Infrastructure of Entitled (contracted) customers Handling Escalations for Layer 1 Support Engineers and provide appropriate Solution to the Customer as per Company policies As a Senior Engineer, used to Handel Product replacement authorizations for Layer 1 support after verifying the troubleshooting steps in detail. In-charge of the Floor and teams, in absence of the Team Leads and managed the process effectively. Layer-2 support for the Tech support engineers and monitoring new products for Bugs and technical issues, creating technical support documents for the layer 1 support staff. Selected Achievements Entrusted with handling high revenue Clients like GlaxoSmithKline, 3M for Expedite Mode Service Delivery and, successfully bringing a turnaround in the service delivery practices of Orange for these clients. Awarded with Excellent Achiever Award by the Head of Service Delivery and Head India MSC -Orange Business Services, for GSK and International OTB Team SPOC. Representing India DSL COE (Center of Excellence), for technical clarification, assisting all Solution Delivery Manager s for order processing Technical Escalations in orange Single handedly initiating, planning, presenting the Access optimization Project for SEA (south east Asia) in British Telecom, with targeted savings of $1 m to $4 m in first Phase (India, Sri Lanka, Pakistan) Proposing and implementing a SIP (service Improvement plan) for Reuters and Supplier Management for SEA, in British Telecom and Partner ISPs across SEA (Star Hub, SingTel, PDC) Helping BT-India in realizing the multi-vendor (partner-ISP) strategy, by adding TULIP and TATA as Pan India and SEA Partners. (including SLA contract negotiation and enforcement) Initiating BSS/OSS systems Clean-up drives for Network repositories and Integrated services in Orange , henceforth supporting faster operations by service assurance and supply chain teams Project details can be provided on demand Professional Skills and Academic Credentials PGDCA `A Level (Data Communication. PDLC Architecture and Planning) - 2006 Graduation: B.com (P) University of Delhi. - 2001 CCNA-2003/2007 (CSCO11198254) CIC (Certificate in Computing): IGNOU - 1999 GNIIT from NIIT - 2001 ITIL V2.0 Certified - 2007 Practical Knowledge of OSS Design/Planning and Architecture. | ||
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Gaurav's
contributions
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