Shushank Mittal

About Shushank Mittal

An accomplishment-driven professional with over 17 years of comprehensive experience in operations management, process management, and network operations, predominantly within the telecommunications sector. Possess a robust understanding of industry dynamics and operational excellence. Experienced in contributing the role of Incident Management Professional at BT E-Serv (India) Pvt. Ltd, where the focus lies in developing and executing emergency response strategies to guarantee uninterrupted service delivery in challenging operational environments. Extensive knowledge in service operations and project management, demonstrating a strong capability to guide teams and implement initiatives that considerably improve efficiency and effectiveness across multiple operational areas. Realized key achievements in the current position, notably in managing critical network incidents, which led to faster response times and increased satisfaction among stakeholders. Showcased exceptional skills by nurturing a cooperative team atmosphere that promotes innovation and ongoing improvement, while adeptly guiding diverse teams towards achieving operational objectives. Expertise in the ITIL framework, utilizing best practices to optimize processes and improve service delivery, thereby aligning with both organizational goals and customer needs. Led a recent initiative that achieved a notable decrease in incident resolution time, reflecting a dedication to operational excellence and enhancing customer satisfaction. Exhibited a strategic perspective aimed at optimizing business processes, employing analytical abilities to pinpoint areas for enhancement and execute impactful solutions. A prolific leader with strong organizational, interpersonal, management, problem-solving and relationship building skills; possess strong business acumen and the capacity to convert visuals into reality.

Experience

1. Management Professional

   BT Group

   Nov 2023 — Present

Education

• CCS University

  Graduate, Commerce

  2004 — 2007

• United Business Institute

  MBA, Information Technology Project Management

  2011 — 2013

Skills

• Project Management
• Routers
• Incident Management
• Atm Networks
• Call Centers
• Ip
• Network Engineering
• Help Desk Support
• IT Operations
• Management
• Lan-Wan
• Computer Network Operations
• Networking
• Troubleshooting
• Routing
• Sla
• People Management
• Operating Systems
• Vendor Management
• IT Strategy
• Service Management
• Service Desk
• Network Design
• Service Delivery
• Hardware
• Ccna
• Technical Support
• Operations Management
• Switches
• IT Management
• IT Service Management
• Team Management
• Microsoft Certified Professional
• Tcp/Ip
• Itil
• Telecommunications
• Security
• Pre-Sales
• Frame Relay
• Cisco Technologies