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Work Background
NICE ActimizeTechnical Manager|Professional services|Actimize
Oct. 2022 - Dec. 2024Pune, Maharashtra, India• Led a team of 27 resources in developing fraud prevention & AML solutions for Actimize, delivering custom developments for global customers.
• Coordinated cross-functional teams to define project plans, allocate resources, and ensure successful project execution.
• Ensured on-time and within-budget completion of custom developments and service requests for Actimize customers.
NICE LtdOperations and Delivery Lead(Application performance service)
Jan. 2018 - Sep. 2022Pune, Maharashtra, India• Led a team of 18 resources in a 24 x 7 operation support environment, ensuring compliance with SLAs and maintaining issue quality.
• Acted as a Subject Matter Expert for Voice Biometrics, Multi-Channel Recording, and other technologies, resolving escalations and keeping customers informed.
• Collaborated with regional business owners to align IT operations with business objectives, driving communication and managing project updates.
Good understanding of Engage,RTA,Nexidia,WFM and CXONE
Allianz TechnologySubject Matter expert (Call recording and Analytics)
Sep. 2014 - Dec. 2017Guildford, England, United Kingdom• Led a team of 4 resources to analyze and deliver support activity trends for NICE/Verint solutions.
• Ensured adherence to SLAs and CSAT targets, driving customer satisfaction.
• Facilitated meetings to identify support process gaps and recommend improvements.
• Acted as the first point of escalation for complex support issues.
Allianz TechnologyTechnical Consultant(call recording)
Apr. 2012 - Sep. 2014Guildford, England, United Kingdom
Allianz TechnologyTechnical Analyst
Sep. 2011 - Mar. 2012Guildford, England, United Kingdom
NICE SystemsCustomer Support Lead
Jul. 2008 - Sep. 2011Mumbai Area, IndiaROLE AND RESPONSIBILITIES
• Providing a world-class technical support to international clients through telephone and email while ensuring that all Service Level Agreements and Maximum Customer Satisfaction goals are achieved;
• Performing in-depth troubleshooting including remote access sessions to identify and promptly solve complex support issues;
• Building a lab environment to reproduce the customer’s issue and accurately recognize the root cause: define if it is a bug, a malfunction or a misconfiguration;
• Meeting Support KPIs (time to resolution / escalation, response time and customer updates);
• Establishing effective relationships with customers, gaining their trust and respect;
• Contributing to the shared knowledge base and maintaining technical knowledge; SKILLS AND EXPERIENCE
• Working with Cisco and Avaya Computer Telephony Integrations (CTI);
• Working with VoIP, analog, digital, E1 & T1, ISDN, PCM32, CDR, SIP, VoIP, active & passive telephony integrations of different vendors (Alcatel, BT ITS, IPC, Etrali Etradeal, etc.);
• Networking experience (including analyzing IP network traces using networking tools , example Wireshark);
• Technical experience with Windows Server 2003/2008 as a System\Application administrator;
• Good Knowledge and experience in MySQL and MS SQL: Database structure, administration, performance tuning and scripting;
• Knowledge and practical experience in EMC Storage systems.
ABS INDIA PVT LTDSenior C.S.E
May. 2006 - Jun. 2008Mumbai Area, IndiaReporting to customer support manager
Trobleshooting problem related to voip
AMC followup and keeping track of amc records of given area
Handling major customer like jet airways,hpcl,maresk.
Telecom networks(IP and T2).
Pabx [alcatel] Substantial achievements included: Project handling for ICICI MUMBAI,HYDERABAD and CHENNAI call center.
Integarated Nice and alcatel with Genesys CTI application. Configured nice 8.9 for 1100 agents in a free seating environment.
Intellicon Private LimitedCustomer support engineer
Jun. 2004 - Apr. 2006Mumbai, Maharashtra, IndiaReporting to Branch M anager (Telecom) and responsible for Installation and service of epabx from 1x4 config upto 1300 ext configuration Designing new corporate extension layout for intercom.
Designing a network
Installing video conferencing system . Substantial achievements included: Installing more than 30 epabx system in southern command,Indian Army and connecting Each of them to army network through E1 line
Collected target amc in Mumbai Major challenges included Bieng part of MTNL free epabx scheme and supervised installation of6 sites
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