Prashant Pulikal
Business Operations Manager |Customer Support| Manager Cloud Operations | Project Management | Network Engineering | Patch Implementation | Operations Management | Vendor Management | Risk Management
- Role
- Sre Operations Manager at Cisco
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Prashant Pulikal
Forward-thinking and experienced business operations manager with over 18 years of…
Experience
Sre Operations Manager
Mar 2022 — Present · Bengaluru, IN
Spearheading a diverse cloud collaboration team of 18 members from India spanning across China, the US, & the UK.• Serving as the SPOC for all Webex Meeting and Contact Centre Media support and escalations, while also managing the Webex Fraud Monitoring and Mitigation Team.• Driving innovation, architecture, and development within the Webex ecosystem to ensure flawless and top-tier meeting and calling experiences.• Overseeing the development and management of the Cisco Webex Media Switching application \"Homer,\" facilitating converged media in Webex meetings.• Resolving media-related incidents, providing timely updates, and conducting postmortem calls for all services.• Audit change requests and provide deployment engineers with feedback to ensure compliance with pre- and post verification and the Method of Procedure (MOP).• Oversight of all key performance indicators and service level agreements, ensuring team adherence to SLAs/WLAs within the scope of services.• Identifying, implementing, and reviewing service improvement initiatives to drive productivity.• Implementing a customer-centric philosophy with a continuous focus on employee learning and development to promptly address customer issues within SLAs.• Providing mentorship to L2/L3 engineers and team leads, guiding the development of key talents within a team of 15 engineers, and boosting team performance against established Key Performance Indicators by eliminating inefficiencies.• Developing and executing action plans to enhance operational efficiency and service quality.• Managing customer relations for escalated issues, devising action plans, communicating with customers, and tracking progress to resolution.• Engaging in talent management activities, including hiring, performance management, feedback, and training.• Coordinating with AV Project Managers to execute plans for new engineering releases, bug fixes, & monitoring patches.
Education
Board of Technical Education Bangalore
Diploma in Electrical and Electronics
MBA Degree
MBA Degree
Kalinga University, Raipur
B.Sc (IT)
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