Sanjeev Kumar

About Sanjeev Kumar

I am a Professional with 14+ Years of rich experience in Telecom Network Operations with…

Experience

1. Technical Lead

   Colt Technology Services

   Aug 2019 — Present · Gurgaon, IN

   24x7 Network Assurances by Maintaining Compliance with Network Stability and Availability. Working as Technical Lead for End to End resolution of any network issue in Colt’s European network of Voice and Internet services. Maintaining Sonus IMS, TDM switches (EWSD, Nortel DMS), DSLAMs (Siemens, Actelis, Alcatel Lucent). Managing a team of 7 NOC Engineers on a shift basis and high-volume workload within a deadline-driven environment. Responsible for handling second level troubleshooting issues, Customer complaints management, interacting with customers, understanding the requirements and providing the solutions to the customers. Handling customer destination complaints (ILD) and requests, Routing of customer destination numbers with the support of tools like TOM. Raise complaints and requests to International Carrier and co-ordinate with them. Handling Fraud, Spam and Disaster Recovery requests of customers. Managing customer inquiries, complaints and service requests for activation of international calls. Act as the SPOC for the customer until the request is activated. Proactively monitoring all the quality parameters such as ASR, ACD for both inbound traffic from the carrier and outbound traffic sent to the carrier.