Ajay Kumar Mishra
Global Transformation Leader । Process Transition and Deployment। Operation । Automation I Audits & Compliance । AI-ML Business Consultant l ITIL4 । LSS YB । 2G to 5G। ITSM । FSO Consultant। Autonomous Network Operation।
- Role
- Ms Process Manager at Ericsson
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Ajay Kumar Mishra
A highly accomplished and result oriented professional with overall 16+ years\' Telecom experience in Field Services Operation, Incident Management, Change Managment.Currently, I am working as an MS Process Specialist in a Service management team having ~4 years of experience as of now. Conversant with People management, Program Management, Project management, Customer Support, Operational Excellence, Risk management, Business processes, standards and practices to meet evolving business needs.Delivering effective corporate in the areas of ISO 9001, ISMS 27001 and ITIL, Service Delivery along with emphasis on Process Documentation, Implementation, Process Audit and Assessment.Core Skill:Tools, Process, Automation, Audit/Assessment,Reporting, Project Management, AI-based workforce management system (WFM-IFS FSM & PSO) across 44 countries. Led all phases from concept to AS IS to TO BE served as EOE MS Process Specialist. Supporting the global FSO team related processes and flow related within the application and supporting end to end implementations of IFS.Good experience- Working closely with IFS Global Requirement board teams- Prioritize requirements and create time plan for transition and transformation of process- Working with external consultants (TCS, Wipro, IBM etc.) and portfolio Heads.Award- India FSO Head – Field operation tool successfully deployed- Ericsson Power Award 2021- Recognition for my contribution in Project IFS Migration successfully by MSCOO and Head. Vision:I am highly impressed with the dynamic leadership of our organization and approach towards work which has galvanized the work culture, boosted the business of company, and took the organization to the next level. I am quite passionate about technical issues and greatly involved in Process analysis and improvement, tools development including planning, monitoring and multiple factors like technology, digitalization, automation, and simplification. Moreover, my technical and management background allows me to envision a broader aspect of any issue/challenges and enable me to resolve any issue through holistic approach.My long-term engagement at different level and in different phase of the organization has strengthened my understanding. I provide input based on the tripartite pillar called people, process, and tools.I believe I have the relevant set of skills and core competencies and can add value to the team of top leadership. I am very enthusiastic to be associated with dynamic team with a greater responsibility as I share the vision and mission.
Experience
Ms Process Manager
May 2021 — Present · Noida, IN
Results oriented professional offering more than 16+ years of total experience in Telecom sector to delivering effective corporate in the areas of ISO 27001, ISO 9001, ISO Business Continuity and ITIL, Service Delivery Platform along with emphasis on Process Documentation, Implementation, Auditing and Client communication.• Rich experience in formulating business strategies and translating them into operational goals while developing and implementing product strategy and roadmap, holistic professional with skills in internal revenue growth and process transformation, Aligned with goals and market trends.• Train the Trainers & SPOCs on MS Processes & basic concepts of EOE, Customization of Processes (Level 4.5) and training to deliver organization of customized processes.• Assessment of current Ways of working in the operations and delivery, gap Analysis and Recommendation as per the standard process framework, Policies and delivery solution defined• Supporting Tools team in review of different steps in the tool as per the delivery and process needs and suggesting recommendation to map/aligning Tool with processes.• Creating Process benefit scenario’s and support Operation’s during observation period and follow up on all ongoing activities for process improvements.• Prepare for acceptance of process Roll-Out with relevant Stakeholders & ensure it is agreed including report and lessons learnt, including KPI, benefits, provide process benefit contents per processes to MSDM’s and MS Process Consultants• Handle escalation regarding technical and operational issues within their assigned processes.• Transformation, and LCM phase.• Take Process and customization work related decisions from readiness.• Secure the operational processes adherence and the application of continual service improvement activities.• Execute End User Orientation, Implement Quality & Process awareness & Develop Staff Competence as a continuous process.
Education
Punjab Technical University, Jalandhar
Master of Business Administration - MBA
2012 — 2014
Magadh University
Bachelor of science (BSc) in Electronics
2000 — 2003
Magadh University
Master of science (MSc) in Electronics
2003 — 2005
Indian Institute of Management Ahmedabad
Artificial intelligence and machine learning, Artificial Intelligence
2020 — 2020
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