Summary
Overview
Work History
Education
Skills
Certification
Methodologies
Projectsdeliveredongoing
Skills
Timeline
Generic

Ira Thakur

36 Marriott Parade Glen Waverley

Summary

Dynamic Service Delivery Manager with 13 years of experience in ICT service delivery, specializing in incident management and outage response. A proactive leader known for developing innovative solutions and optimizing service processes. Bilingual professional with a proven track record in system repairs and troubleshooting, demonstrating exceptional planning and project management skills. Recognized for strong communication abilities, effectively collaborating with cross-functional teams to enhance service quality and customer satisfaction.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Ericsson
10.2022 - Current
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Managed third-party contracts to drive delivery of required services.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Planned and managed ful project lifecycles, from conception through final completion.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Part of team who Diagnosed and resolved network issues, minimizing downtime and improving system reliability.
  • Provided technical support and training to staff, enhancing their ability to use network systems effectively.
  • Implemented security protocols to customer safeguard network infrastructure against cyber threats.
  • Conducted vulnerability assessments during support phase and penetration testing to identify and mitigate risks.
  • Monitored network performance using various tools, ensuring optimal operation and quick identification of bottlenecks.
  • Analyzed traffic patterns and made recommendations for improvements during major issues
  • Managed server configurations, installations, and upgrades for optimal performance and security
  • Manage devolving and implemented network architectures and solutions tailored to organizational needs.
  • Responsible from Designed scalable and secure network systems, including LANs, WANs, and VPNs coming under contracts.
  • Supervised operations of 24-hour customer service desk staffed by 30+ team members.

SDU Program Manager/ Delivery Assurance Lead

Ericsson
01.2018 - 10.2022
  • SDU Delivery assurance, across TCC domains, for LATAM North & South
  • SPOC for CU for forecast & demand management
  • Track fulfillment planning with RM/Domain for all upcoming projects
  • Liaise with client leads to get funnel updates while ensuring early engagement (Pre-SDP2)
  • Drive pre-sales while adhering to right delivery & offshoring strategies to meet CU targets
  • Interacts with internal and external stakeholders to define and provide solutions enhancing their competitive position
  • Establish project plan baseline, defining project scope, securing vital resources, monitoring, supervising until project closure
  • Manage project execution; tracking project activities, supervising, and handling changes, conflicts and critical issues time, costs, scope, quality, risk, resources, and customer happiness and evaluate its impact when there are CRs
  • Customer interaction during requirement gathering, Design submitted and acceptance along with CU CPM
  • Simplify processes, methods, and tools with creative ideas
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Business Operation/Engagement Manager

Ericsson
06.2016 - 02.2018
  • Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
  • Assessed risks associated with engagements proactively mitigating potential issues before they escalated into significant problems affecting overall outcomes.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.

Switch Network Planner

Ericsson
03.2013 - 12.2015
  • Design, Analyze, Plan, and modify network components supporting customer communication implementation activities
  • Develop various routing scenarios and implementation schedules
  • Implemented WAN and LAN designs in multi-datacenter configurations.
  • Analyzed, troubleshot and enhanced network performance to drive efficiency.
  • Developed network test and validation processes to maintain alignment with solution design.
  • Collaborated with engineering to report issues, manage project deliverables and provide status reports.
  • Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
  • Designed complex WAN deployments for multi-site installations and new facilities integrations.
  • Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.

Senior System Engineer

Infosys
01.2012 - 03.2012
  • Part of a development team dedicated to the development and maintenance of WaveCom firmware, OPEN AT OS and applications built over the Sierra Wireless CPUs
  • Fix the bugs reported in Firmware, OPEN AT OS or applications to achieve the weekly targets set by the client
  • Diagnosed and resolved hardware and software issues.
  • Implemented and maintained virtual private networks.
  • Planned and implemented upgrades to system hardware and software.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Identified and resolved network congestion issues and bottlenecks.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Completed software updates and assessed security patches for optimized computer use.

Switch NSS Engineer

Huawei
04.2010 - 12.2011
  • Configuration for POI connectivity in MSC and MGW, All codes routing configuration in MSC, Augmentation of E1's in Trunk
  • Oversaw daily operations to ensure high levels of productivity
  • Created detailed reports on engineering activities and findings.
  • Developed high-quality engineering designs and plans to meet industry standards.

Education

B-TECH - Electronics and communication

IET Bhaddal
India
01.2009

Skills

  • Business Understanding
  • Project management abilities
  • Customer and Market Insight
  • Stakeholder management
  • Network Troubleshooting
  • IT Infrastructure Management
  • Network Security
  • Strong troubleshooting skills
  • Effective Communication
  • Networking and routing protocol expertise

Certification

  • Prince 2 Certified Practioner and Foundation
  • BUGS Ericsson Global Certified
  • Ericsson Certified Programmer for IMS
  • Ericsson Certified Programmer for IP-Networking

Methodologies

  • XLPM
  • Prop-C
  • Prince2
  • Agile
  • Waterfall
  • SDLC

Projectsdeliveredongoing

  • LLA&MIC Core (North LATAM countries) (Tfe Argentina, Telcel)
  • CoS/cloud (Ericsson/VMware)/OSS- Ongoing
  • CLARO 5G & Entel 5G –Upcoming
  • GISC CoS Domain Spoc Lead 25 All MAs NA CoS Ongoing
  • Optus vIMS (Australia) HC 21 MOAI IDM vIMS, OSS, Cloud Delivered MT IC Core expansion & Niger Cloud, OSS delivered 12

Skills

Excellent, Excellent, Very Good, Excellent, Excellent, Good, Excellent

Timeline

Service Delivery Manager

Ericsson
10.2022 - Current

SDU Program Manager/ Delivery Assurance Lead

Ericsson
01.2018 - 10.2022

Business Operation/Engagement Manager

Ericsson
06.2016 - 02.2018

Switch Network Planner

Ericsson
03.2013 - 12.2015

Senior System Engineer

Infosys
01.2012 - 03.2012

Switch NSS Engineer

Huawei
04.2010 - 12.2011

B-TECH - Electronics and communication

IET Bhaddal

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