Rakesh Jamkar

About Rakesh Jamkar

Experienced IT Infrastructure & Operations Manager with 20+ years of global expertise in…

Experience

1. Team Leader (Voice Infrastructure Management)

   Orange Business

   Feb 2012 — Present · Navi Mumbai, IN

   Key Achievements:Infrastructure & Cloud Transformation: Directed major infrastructure transformations (Avaya, Cisco, AudioCodes SBC, NICE), SIP/CIP transitions, Microsoft Teams rollout, and hybrid cloud deployments. Oversaw Avaya CMS, NICE Recording, AES, and unified endpoint systems.Service Delivery & Optimization: Delivered ITIL-based services to global clients (AkzoNobel, HP, APMM, International SOS). Optimized resources and implemented a new incident management platform, reducing MTTR by 6%. Achieved annual savings of ₹1.5 million (~USD through process improvements and capacity planning. Managed vendor relationships and SLA-driven service delivery across Telcos, OEMs, and CBRE.Compliance & Security: Successfully led ISO 27001:2022 audits for AkzoNobel Global, ensuring full compliance for IT services and infrastructure. Maintained audit readiness by regularly updating security documentation, access logs, evidence packs, and risk registers. Oversaw identity and access management per ISO/NIST standards, including entitlement reviews and role-based access audits.Operational Excellence: Led CAB meetings, evaluated RFCs, and ensured risk mitigation and change scheduling for business continuity. Ensured daily SLA compliance tracking and proactive monitoring via operational dashboards and KPI reports. Delivered accurate capacity planning reports and analyzed SRF/turnover metrics for profitability and business continuity. Championed continual service improvement (CSI) initiatives.Team Leadership & Development: Reduced employee turnover through continuous engagement and performance reviews. Designed and executed employee development plans, succession planning, and quarterly training. Monthly Rewards & Recognition, improving team morale by 20%.Financial Acumen: Maintained P&L accountability for customer, actively tracking costs, revenues, and service performance. Coordinated with business controllers to align operational expenditure with forecast budgets.

Skills

• Team Management
• Nice
• Call Centers
• Voip
• Switches
• Cms
• Audiocodes One Box 365 (Lync)
• Audix
• Vendor Management
• Hp Service Manager
• Acis
• Telecommunications
• Itil V3 Foundation
• Bmc Remedy
• Tantacomm
• Routing
• Intuity Audix
• Servers
• Avaya Pbx
• Zivah
• Integration
• Service Delivery
• Avaya Technologies
• Voice Over Ip (Voip)
• Acd
• Disaster Recovery
• Troubleshooting
• Avaya Products
• Orecx
• Avaya
• Itil