Rishi_Kapoor

Rishi Kapoor.[ISO 20000:1-2011(ITSM ),CCNP, CCNA, Networking and Software courses (IT & Operations), B.Com]

Total Experience: 14+ years of rich experience in Customer service and Delivery.Current Industry: Telecom, IT OperationsDomains Handled: Banking, Media and Services, Government, IT and TelecomCurrent Functional Area: Data Centre Operations, Customer Service and Delivery, Internal External Audits ( ITSM, ITIL ) Team management, Cross functions coordinationLocation Preference: Delhi & NCRPhone Number: 9818590539, 0120-4569224 ® Email: [email protected]

EXPERTISEMy expertise lies in the following areas:

Service & IT Operations ITSM ISO 20000:1-2011 ( BSI Certified ITSM Lead Auditor ) Customer Service and Delivery Customer Relationship Management SLA Management People Management Data Centre Operation Management Incident, Problem Management Project Management Vendor Management

WORK EXPERIENCE

Current Company Role

Nxtra Data Ltd (100% Subsidiary of Bharti Airtel Ltd).

Manager (Service Account Manager)

Previous Companies Role

Bharti Airtel Limited HCL COMNET, Noida

Manager ( Service Account Manager )Technical Team Lead.

Team Computers, Delhi Resident Engineer.

SKILL SET SUMMARY ITSM ( ISO 20k :1 – 2011 )

Customer Service and Delivery

Undertaken Lead Auditor Training from BSI. Implementation Done for ITSM framework in Nxtra Data Ltd ( 100% Subsidiary of Bharti Airtel )Handling End to End life cycle of enterprise customer . Be the Single point of customer for all customer needs.

People Management Managing service delivery and smooth IT operations for customers by coordinating with various internal Teams (Sales, Project, BSG, Tech Team )

Data Centre operation Handling Data Centre Operation Project Management Monitoring Implementation of New / Change Requests.

Customer new order execution. Incident/Problem Management

SLA Management

DC OPS Management

Partner Management

Handle Incident and Problem management for escalated cases.Maintain Committed SLA to the customer for managed & COLO servicesGet involved in day to day DC OPS activity.Coordination with various partners for SLA management, Asset management, AMCs of the deployed hardware’s.

Resume – Rishi Kapoor Last updated on: April 15, 2023 Page 1 of 6

mailto:[email protected]

MANAGER (SERVICE ASSURANCE MANAGER – MANAGED SERVICES ) – NXTRA DATA LTD (100% SUBSIDIARY OF BHARTI AIRTEL LTD ),January 2014 – Till date

Roles and Responsibilities at Bharti Airtel Ltd.

Data Center Project Management Project management for assigned NDL Customers.Ensure Zero error in post projects provisioning for new requirements.

Data Center Operation Management Ensure DC OPS are up and working to provide customer maximum uptime on their critical servers. Handling day to day Data Centre operations activities

Tech Issue resolution Timely Closure of Customer issues with the integrated approach of Incident and Problem management.

Customer Relationship Maintain very high level of customer relationship and Customer involvement.

SLA Management Adhere to the SLA commitment with the customer.Bring up the policies and SOPs for continual improvement for SLA management.

Partner management Prepare procedure and processes for partners to best meet Business requirements. Have review with them to prepare action plan and excel in achieving the Service Level.

Some Implementation of New / Change Requests Administrate implementation of new or Change requests following the integrated process approach as per ISO 20000:1-2011.

Service Reporting Share monthly/weekly enterprise customer reportwith customer Infra Head/CTOs ,discuss the same to Prepare plan for service improvement or for any change to suit business requirement for customer.

Project Handled – Managed Services.1. Unique Identification Authority of India, Deptt. of Income TAX, institute of Chartered

Accountants of India, Oxford Univ. Press, Bharti Infratel, Bharti Retail Services, Haier Appliances. Aviva Life Insurance etc

Project Handled – ISO 20000-1:2011 ( ITSM )1 Successful implementation of ITSM framework.

MANAGER (SERVICE DELIVERY) – BHARTI AIRTEL LTD ( TELECOMM ) ,December 2007 – Till Dec 31st 2013

Working with BHARTI AIRTEL LTD. (TELECOM ) as Customer Service and Delivery manager

Roles and Responsibilities at Bharti Airtel Ltd.

Maintaining end to end business relationship with enterprise customers by doing QOS meetings with their IT HEADs on a regular basis in order to take note and understand their concerns/issues on data services and find out the solution and implement the same so as to


removes the gaps in services and maintain the excellent relationship between Bharti Airtel and Customers.

Handling customer’s escalations on services also to ensure issues are addressed and closed in a timely manner and status update keep going to the customer.

Lead Pre-sales activities with Sales team Maintain strict SLA Adherence committed by BAL to the customers. Monitoring project progress and analyzing post-implementation maintenance issues to ensure

optimum customer satisfaction. Coordinating with various teams (BAL) and discuss with them the solution that we can provide so as to

bring betterment in the customers network. Adhere to company-specific processes and guidelines. Communicate effectively within the team and with clients. Ensure good communication and resolution of issues in a timely manner Prepare and share a monthly uptime/ Utilization report with the customers. Plan and allocate tasks for cross functional teams and track the same to ensure on-time delivery Keep sending the important communications to the customer which is useful for the customer

(upgrade/downgrade etc). Do the repeat call analysis for all circuits and prepare a plan to avoid the frequent outages. Preparing monthly enterprise customer report and share the same with regional head and discuss on

full month performance or issue raised by the customer. Handle internal / external audits and lead the team to ensure that the audit’s perspective and its

essance is downloaded to each team member and all audits are cleared with no NCs Set up databases for Performance Testing, run Performance tests and document the results Perform Configuration Management and Release Management activities Attend customer meetings & contribute in pre sales activities. Help QA Engineers with getting up to speed on the QA environment and the processes Update tracker, timesheets and documents on a regular basis Participate and contribute in yellow/black belt projects. Ensure Zero error in post projects provisioning for new requirements. Ensure smooth projects rollouts Build good understanding with cross functional teams and ensure the customer requirement is

properly downloaded to the team. Show leadership qualities and willing to walk the extra mile to ensure quality deliverable to the

customers.

Achievements: Given Exceptional Contributor ( Top Talent ) rating for year 2010 – 2011 Given Exceptional Contributor ( Top Talent ) rating for year 2009 – 2010 Got the award as the best service a/c manager in year 2009 – 2010 town hall. Designated Team member for all the Internal/External Audits (BSI, ISO20000, TL9000,

ISO23301, ISO 270001 etc for the implementation and execution). Participated in a yellow belt program. (Backend database, Project closure documentation

upload) Given best Customer relationship manager and was awarded for the same in monthly ECF

(Employee Communication Forum) R&R. Part of most prestigious BAL project for UIDAI.

TEAM LEADER – HCL COMNET LIMITED ( NOIDA )


April 2003 – December 2007Worked with HCL Comnet, Noida ( the leading company in Service Integration, providing Remote Management Facility and the network Services In and around the Globe. ) in various projects as Team Leader, NOC Engineer.

1) Sprint Telecom : June 2007 till December 2007.

Roles and Responsibilities at Sprint ( HCL’s Project ) : Managed 20 members team for their work assignment. Handled escalations and shifts and at the

same time to ensure that there is no process breach. Troubleshooting of the networks including Routing, Switching, WAN topologies, VPN’s, MPLS.

Responsible to provide the value add on the processes made by the customer. Managing Sprint’s customers Networks while monitoring and troubleshooting their Network devices

remotely using the enterprise softwares like Spectrum One click and TRS developed by IBM.he customer.

Maintaining all the WAN links along with the FR, ATM topologies, MPLS, IP Internet VPN. Troubleshooting the issues at the Layer 1 (Physical layer) for any connectivity breakdown. Responsible to understand and maintain the Service Level Agreements signed with the customer. Responsible to provide training on tools and processes to all the new joiners in the team.

2) Cummins Inc. ( Fortune 500 Co. HCL’s Project ) : Feb 2004 till June 2007We were a team of around 150 engineers ( in Various tracks like Windows, Notes, Unix, WAN, Oracle) managing the world wide setup of Cummins providing 24*7*365 support. Maintaining the strict SLA of over 95 %.

Roles and Responsibilities at Cummins Inc. ( HCL’s Project ) :Manage 450 routers and 1000 WAN links that included Frame Relay (Majorly), Point to Point and VPN circuits. My Job profile involved managing, monitoring and Troubleshooting issues with those links. Working on tools like Cisco works 2000, Remedy, Netcosole, Spectrum One Click, NGeniuwiths and MRTG.

Work on circuit Provisioning ( Commissioning, Downgrade, upgrade, Technology/Topology change ) which included coordination with global carriers like AT&T,BT, MCI/WorldCom and SBC .Preparing the reports on project provisioning and attend the weekly meeting with AT&T and Cummins WAN managers across the world.

3) Demestic Network Operation Centre. From 2003 April till Feb 2004.

Worked in NOC ( Network Operation Centre ), as a remote Network Engineer Handling the WAN networks of Philips, ITC, PNB, SBI, PEPSI, TVS, KVB, Mirza Tanner using the tools like Service IT , HP Openview NNM 6.4, Cisco Works. And HCL’s self made tools like Dashboard, Netconsole etc.

Achievements :

Won Best employee of the year award ( 2006 ) in yearly Cummins town hall meeting for the WAN track.Promoted to Team Leader position having worked as a Team member.

ENGINEER – TEAM COMPUTERS INDIA LIMITED ( NEW DELHI )OCT 2002 TO APRIL 2003Worked with Team Computers as a support Enginner for Desktop, LAN, WAN networks.

Roles and Responsibilities at Team Computers ( p ) Ltd.


Visit Team Computers’ client and address the network related issue. Prepare a network diagramme of the respective clients and share with the Team for their reference for

duture calls. Develop and lead a team for major activities at client sites. Maintain high quality standards in all assigned activity at client sites. Conduct training for clients so as to get the work done remotely. Maintain a FESR for each calls for quality and training purpose. Exceed customer expectation by resolving the issues in timely manner. Provide support to customer in upgradation of the existing setup. Assist in internal processes and project audits Define and implement defect prevention activities

Projects Worked Upon: Xansa, Denso, Caryair equipments, Philips, BEL etc.

TECHNICAL SUPPORT & OFFICE EXECUTIVE – CADBURY INDIA LIMITED ( C&F A )January 2001 – July 2002Worked with Cadbury India Ltd under its C&F A. Providing the full Technical support on Desktops, Printers troubleshooting and coordination with bharti for Satellite link to be used in running the SAP system and Lotus Notes. Also worked on processing of FI documents like billing, lodgment of cheques, raising debit and credit notes, maintaining customer accounts. All these activities were performed on SAP system.

Roles and Responsibilities at NIIT Limited: Maintain local LAN and admin. Generate the invoices for product distribution and billing Customer billing reconciliation Coordinate with ISPs for the WAN connectivities. Ensure seemless planning for the migration activities.

Projects Worked Upon:

TRAININGS ATTENDED AND CERTIFICATIONSTopic

ISO 20000:1-2011

Conducted by / Location

BSI Certified Lead Auditor ( ITSM ) BS25999 Business Continuity

Customer Engagement Effective business communication

British Standard institution ( BSI ) , Delhi (2 days, Intensive in-house training)Centum Learning, New Delhi

Winning through people Centum Learning, Gurgaon Foundation of leadership Centum Learning, Gurgaon Workshop on Internal Auditor Training

( BCP , 2 days full time)Earnest & Young , Gurgaon

Managing partners for WIN WIN Centum Learning, Manesar Managerial Skills Centum Learning, New Delhi Presentation advantage workshop Franklin Covey, New Delhi Problem Solving And Creative Thinking Centum Learning, Manesar Other Trainings on Internal Process and

productsInternal Trainings, Manesar, Gurgaon, New Delhi

Cisco Certified Network Associates Exam

New Delhi

Cisco Certified Network Professionals Exam ( Routing )

New Delhi

Cisco Certified Network Professionals Exam ( Switching )

New Delhi


TRAININGS CONDUCTEDTopic Audience

Audit Trainings Service Assurance Team at Bharti Airtel Limited Networking Trainings NOC Teams at HCL COMNET, Noida

PERSONAL DETAILS Date of Birth 23rd November, 1977 Address Passport Details

III H 372 Nehru NAGAR, Ghaziabad.Valid Indian passport.

Marital Status Married

REFERENCESAvailable on demand

I hereby declare that the information furnished above is true to best of my knowledge.

Date: _____________ Place:________________ Signature:____________________


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Rishi_Kapoor