Biju Menon
Customer Care Lead | Nokia | Cross domain Expert | NITW
- Role
- Market Unit Customer Care Leader - Cns India at Nokia
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Biju Menon
Accountable for Care business and responsible for all Care phase operations across multiple domain/products which includes Mobile Core (IMS/Cloud/MSS/MGW/SDM),Radio Access (SRAN/4G/3G/2G), OSS, Carrier Ethernet Network (IP/MPLS)-> P&L accountability for Care Line of Business and Customer Team-> Engage closely with customer\'s business and technical management CXO’s (HUB CTO, Circle CTO, and Corporate Vertical Heads) to ensure constant engagement and responsiveness to customer needs-> Establish operating practices and review ongoing operations. Monitor how Nokia meets theservice level agreements agreed with customer as well as act upon the results. Manage subcontractors, contractors and 3rd party contracts in line with Care Agreement-> Adept in handling radio access support with hands on experience on Radio access technologies(LTE/UMTS/EDGE) and products (SRAN/RNC/BSC) by way of helpdesk cases and emergency support services-> Directing, leading & motivating workforce and imparting continuous on job training foraccomplishing greater operational efficiency-> Working on succession planning of the workforce, Performance Evaluation, Competencedevelopment-> My other key interest area other than Core telecom is Data Science & Business Analytics
Experience
Market Unit Customer Care Leader - Cns India
Dec 2021 — Present
Education
National Institute of Technology Warangal
B.Tech, EEE
1996 — 2000
Skills
- Customer Service
- Customer Relations
- Umts
- Ran
- Program Management
- Crm
- Gsm
- Lte
- Telecommunications
- 3g
- Operations Management
- Vendor Management
- Team Management
- Resource Management
- Integration
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