Hardik Salvi
Riyadh,Saudi Arabia
Summary
Experienced Assistant Manager - IT with extensive 14 years of multifaceted experience in Telecom and IT sectors.
Extensive expertise in IT Applications Operations (App Ops) engaging with prominent telecommunications firms across the globe (Onsite/Offshore) support.
Engaged with major telecom operators such as Telstra, STC, Tata Communications, and Tikona, contributing to strategic initiatives and operational improvements.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Assistant Manager - IT Opearations
Tata Consultancy Services
Riyadh, Riyadh Region
07.2017 - Current
- Serving as a Technical Lead in Siebel CRM Enterprise Operations for Saudi Telecom Company (STC).
- Leveraged understanding of Enterprise CRM using Siebel tables , Relationships, Siebel Party Model, Siebel Tools & Application for enhanced customer experience.
Pega CRM - Service Request management. - Experience with ULA system (Loyalty program management).
- Demonstrated hands-on expertise managing Ericson SOM Inventory for provisioning Data Circuits related products for STC client.
- Managed Nokia order management, ensuring effective clearance of failed IT orders. Monitored failed orders to identify and resolve issues promptly.
Switch Engineer
Tata Communications Transformation Services Ltd.
Mumbai, India
03.2012 - 06.2017
- 5 years of experience managing Nortel switches (DMS-100) in role of Technical Specialist for Telecom Australia TELSTRA.
- Performed programming and testing of various phone line types, including analogue and digital systems.
Set up AVAYA phones, P-Phones, and fax lines to enhance functionality.
Administered emergency lines and conference bridges to guarantee operational integrity. - Facilitated service request provisioning encompassing features and network modifications while ensuring strict adherence to SLA.
- Directed team in role as Subject Matter Expert (SME) for Service Activations, Value Added Services and Assurance capabilities.
- Managed daily workload as Workflow Manager (WFM) by allocating service requests and projects to team members, delivering jeopardy and forecast reports to clients punctually.
- Facilitated VAS infrastructure audits enabling identification of vacant equipment in exchange and subsequent removal, resulting in reduced power consumption and cost minimization.
Network Support Engineer
Orient Technologies Pvt. Ltd.
Mumbai, India
10.2011 - 03.2012
- Executed responsibilities under TIKONA broadband project as Network Support Engineer.
- Performed troubleshooting and monitoring activities for Tikona Digital Networks (TDN) as part of Level-1 Assurance team.
- Engaging with onsite field technicians while supplying critical technical support as a member of RFTR (Right First-Time-Resolution) team.
- Acquired comprehensive knowledge of Siebel tools and applications, optimizing customer experience across various channels, touchpoints and devices.
- Provided remote troubleshooting for Ruckus Wireless devices.
Education
Bachelor of Engineering - Electronics & Telecommunications
Atharva College of Engineering
University of Mumbai, India 06.2007 - 08.2011
Skills
- SQL, PL/SQL, Unix
- Enterprise Siebel CRM IP 22 application version
- DevOps process
- MS Dynamics CRM
- Pega Systems
- Nokia Order Management (OM)
- BAU EAI
- Ericson SOM Inventory Management
- Data Circuits Fulfilment and Provisioning
- NSM (Network SIM Management), Mobile Number Portability (MNP), Line Number Portability (LNP)
- Product Lifecycle Management(PLM)
- Lead Management (LMS) and Loyalty Program (ULA Systems)
- Service Assurance
- Tools used : Toad for Oracle, Siebel CRM, BMC Remedy, PuTTY software, JIRA, SQL Developer and Pega application
Affiliations
- Playing Cricket, Volleyball, Table Tennis, Driving, Exploring new places.
Accomplishments
- Bravo award for Consistent Performance in terms of Overall Qualityfor duration of 6 months.
- Hi-5 awards from Tata Communications for scoring Top in the "Go-Technical" training program.
- Have received multiple Rewards and Recognitions (R&R) from TCS-Telstra management, for being an Outstanding Performer for the month and for the Best Productivity of the Quarter.
Certification
- Nortel (DMS-100) switch Programming.
- ITIL ® 2011 Edition Foundation: Service Lifecycle.
- Trained in CCNA Routing & Switching.
- Certified E0/E1 Technical trainer (Telecom Domain).
Timeline
Assistant Manager - IT Opearations
Tata Consultancy Services
07.2017 - Current
Switch Engineer
Tata Communications Transformation Services Ltd.
03.2012 - 06.2017
Network Support Engineer
Orient Technologies Pvt. Ltd.
10.2011 - 03.2012
Bachelor of Engineering - Electronics & Telecommunications
Atharva College of Engineering
06.2007 - 08.2011
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