Shashank Tyagi

About Shashank Tyagi

A dynamic Service management professional with rich and extensive experience of 10+ years…

Experience

1. Senior Specialist Client Service Management

   NTT

   Jul 2025 — Present · Gurugram, IN

   Accountable for Service Quality delivered to domestic and JMNC customers, ensuring adherence to agreed SLAs and acting as the primary escalation point for operational issues.Capacity Management: Conduct capacity analysis and provide upgrade/downgrade recommendations to optimize network performance.Serve as the primary customer advocate within NTT for all post-circuit delivery issues, ensuring seamless service experience.Build and maintain strong relationships with customer senior management and internal stakeholders to drive collaboration and satisfaction.Service Level Management: Lead service review meetings, develop Service Improvement Plans (SIPs), prepare reports, perform RCA, and ensure timely closure of all open points.Ensure customer expectations and contractual SLAs are consistently met or exceeded to deliver an outstanding customer experience.Prepare proactive reports on network health, utilization, and change activities to ensure transparency and performance optimization.Drive customer satisfaction initiatives, including internal surveys for the enterprise segment.Implement corrective actions and execute SIPs to enhance service delivery.Conduct weekly, monthly, and quarterly service reviews with customers across the North region.Collaborate with NOC, carrier teams, and circle teams to drive operational improvements.Support the sales team in generating new leads and opportunities.Perform inventory reconciliation for each customer and assist with billing-related issues.Leverage in-depth knowledge of incident and network monitoring tools; successfully conducted POCs for ServiceNow and HP NNMi.