Shriansh Rai

About Shriansh Rai

Team LeadershipCustomer Service ExcellenceProblem-Solving and Incident ManagementPerformance ManagementOperational EfficiencyShift ManagementQuality AssuranceConflict ResolutionData AnalysisWork Experience:Service Management Shift LeadLed a team of 50 service representatives: to consistently meet and exceed customer service targets, resulting in [Percentage] improvement in customer satisfaction ratings.Managed daily operations: of the service desk, including assigning tasks, monitoring performance, and addressing escalated customer issues in a timely manner.Effectively implemented process improvements: to streamline service delivery, reducing average resolution time by [Percentage] and enhancing operational efficiency.Proactively identified and addressed potential service disruptions: through trend analysis and preventative measures, minimizing customer impact.Provided coaching and mentoring: to team members to develop their customer service skills and promote career growth.Handling high priority Incident from creation to closure.Prepare MIR for SLA breached Incidents.Perform as primary interface with customer escalations for incidents.Ensure proper communication with customer throughout escalation process.Coordinate with multiple teams to get solutions as quickly as possible.Sending comms to customer for open and closure of all critical and emergency incidents.Drive and lead resolution activities with an escalation management team.Hourly update to customer for all critical incidents.Attending Daily morning and evening call with Customer.At Ericsson, the focus of our team is on the seamless progression and resolution of network incidents, ensuring compliance with stringent Service Level Agreements (SLAs). With expertise in 5G New Radio (NR), our efforts are pivotal in maintaining high network performance and reliability. Our collective experience encompasses a broad range of vendor technologies, including NSN, Ericsson, HUAWEI, Samsung, Airspan, and AirStrand.My role as Service Management Shift Lead has me at the helm of critical network optimization and parameter adjustments across 2G, 3G, LTE, and 5G technologies. We have successfully integrated Enhanced Service and Dynamic Spectrum Sharing (ESS/DSS) for 5G, underscoring our team\'s dedication to advancing connectivity. Our competency is further augmented by certifications in Automation, Machine Learning, and CCNA Routing & Switching, which enable us to work effectively with PS Core networks.

Experience

1. Decops Azure Response Engineer

   HCLTech

   Jan 2026 — Present · Bengaluru, IN

   Website Deployment

Education

• U.P Board

  PCM

  2003

• Translam Institute of Technology & Management

  B. Tech, Electronics & Communication Engineering

  2010 — 2014

• Motivational Pathway

  B. Tech, Electronics & Communication Engineering

  2010

• V.B.S Purvanchal University

  Bachelor of Science (B.Sc.), Physics

  2008

• U.P Board

  XII, PCM

  2005

Skills

• C
• Bss
• Testing
• 3g
• Antennas
• 4g Testing
• 2g
• Gprs
• Team Management
• Wireless
• Lte
• Microwave
• Rf Survey
• Rf
• Wcdma
• Drive Test
• Umts
• Cdma
• Gsm
• Transmission
• Telecommunications