Nikolay Afanasyev

Technical Service Manager @Netcracker Technology

Toronto, ON, CA

Managing post-production support and managed services projects for full-stack BSS/OSS installations for some of the leading ISPs in Australia, Chile and Canada- Establishing and supervising large cross-functional teams (comprising up to 100 members) spread across global time zones, including India, EMEA, LATAM, and North America- Setting up and orchestrating all key processes for large hosted managed services projects serving telecom service providers. These encompass service level management, incident and problem management, configurations management, change and release management, availability and capacity management, among others- Directing the implementation of new functional capabilities throughout all stages of the SDLC- Leading transition of the delivery team from a waterfall methodology to a Scrum-based process- Acting as the primary point of contact for the client concerning all aspects of the managed services and new developments. Deal with major escalations; drive root cause analysis, Leading a quality improvement program that resulted in a four-fold reduction in defect density- Driving continuous improvement, optimization and automation initiatives, which allowed substantially increase project team efficiency