Summary
Skills
Work History
Education
Languages
Certification
Timeline
Generic

Nishant Sahadevan

Service Delivery Specialist
400 George Street, Sydney,NSW

Summary

Experienced Service Delivery Specialist providing governance and support to Telstra, handling multiple projects, and effectively managing team operations. Skilled in resolving escalations, conducting root cause analysis, and advocating for the Mobile Engagement team to meet business needs and requirements.

Skills

  • Digital tools (JIRA, Confluence, Miro)
  • Splunk
  • Scrum Processes
  • Microsoft SharePoint
  • Agile Best Practices
  • Salesforce CRM Software
  • Microsoft Office
  • Remediation Execution
  • Root Cause Analysis
  • Conflict Resolution
  • Performance Evaluations
  • Staff Monitoring and Resource Management
  • Training and Onboarding
  • Team Building
  • Stakeholder Relationship Management
  • Supervision & Leadership
  • Team Management
  • Critical Thinking
  • Complex Problem Solving
  • Detail-Oriented
  • Corporate Communication

Work History

Service Delivery Specialist

Mobile Hardware Remediation | Telstra (IDC Technologies Pty Ltd, Wipro)
Sydney
11.2022 - Current
  • Undertaking Mobile Hardware Remediation operational activities to prevent any Telstra revenue leakage.
  • Identifying any gaps between Telstra’s Logistics of Operation and Management Systems (LOMS) and Telstra Order Express (TOX), and taking appropriate action to align Telstra Systems to enable Telstra to recognize the associated revenues.
  • Successfully managed revenue remediation for 6241 TOX orders, totaling a value of $50.22 million.
  • Implementing fraud detection methods to identify suspicious activity and validate orders within the TOX system, ensuring they adhere to established criteria, and making approval or decline decisions based on pertinent checks.
  • Effectively validated 2600 TOX orders to mitigate any potential suspicious activity.
  • Utilizing Splunk to analyze and retrieve reports for Telstra's Logistics of Operation and Management System.
  • Recognized opportunities for automation and actively contributed to the execution of the automation plan, including participation and approving User Acceptance Testing.
  • Maintaining & Reviewing Automation for BAU Functionality to review the output for accuracy.
  • Facilitating manual intervention for exception orders that haven't been processed by the automation BOT, ensuring they are brought to a completed or cancelled state.
  • Determining areas for process enhancement, and offering coaching and mentoring support to new team members.

Scrum Lead

Mobile Engagement | Telstra (IDC Technologies Pty Ltd, Wipro)
Sydney
06.2023 - 12.2023
  • Facilitated weekly Start of Week (SoW) gatherings and overseeing the Kanban board in JIRA, while also collaborating with the team to generate task cards.
  • Encouraged innovation and creativity within the team to explore new ways of working and delivering value.
  • Conducted Extended Leadership meetings, and liaised with team members to address their ongoing projects and obstacles.
  • Facilitated effective communication and collaboration among team members, stakeholders, and product owners, resulting in clearer project understanding and alignment.
  • Worked to gather customer requirements, clarify specifications and translate into product backlog.
  • Actively engaged with stakeholders to gather feedback, prioritize requirements, and adjust project plans accordingly to meet evolving business needs.
  • Defined workflows and processes in fast-paced, and distributed models through whiteboarding and mind-mapping.
  • Evaluated projects for issues, alleviating problems and distractions to met team goals.
  • Assessed team metrics and worked to drive improvements and innovate new approaches.
  • Assisted team members on best and most effective ways to improve work efficiency and reduce production times.

Team Leader

Mobile Engagement | Telstra (IDC Technologies Pty Ltd, Wipro)
Sydney
08.2021 - 11.2023
  • Directed as the Mobile Engagement Specialist, overseeing and supporting the Telstra Partners Mobile Support Team in handling various requests including Mobile Re-Connection, Service Updates, Username Updates, FNN changes, Account Updates, Reporting, and Mobile service inquiries.
  • Assisted Telstra Partner in processing request related to Add/Remove Value-Added Services, Adaptive Services and Non-Adaptive Services.
  • Reviewed team members' performance in Average Handling Time (AHT) and adherence to Service Level Agreements (SLAs), identifying areas for production improvement. Collaborated on strategies to optimize AHT and SLA while maintaining quality standards.
  • Provided essential assistance in the areas of governance support, cadence management, and team building activities.
  • Evaluated the team member's adherence to Salesforce - case hygiene practices. Discussed the importance of accuracy, attention to detail, and following established procedures.
  • Provided support and leadership to the team in navigating Telstra's work applications, tools, and access, including the NBN portal, Mobile Helpdesk, MICA, CDRLive, and various other software and applications relevant to Telstra's Mobile Engagement process.
  • Represented and advocated Mobile Engagement team for any needs and requirements. Discovered training needs and facilitated learning and development sessions to enhance team capabilities and performance.
  • Performed Root Cause Analysis on any Mobile Engagement escalations and provided resolution with remediation plan to the Telstra Partners.
  • Ensured the proper coordination of regular team meetings and reviews, while fostering a collaborative and cohesive team environment.
  • Analyzed the potential areas where business and process improvements can be implemented.
  • Identified the request of Telstra Enterprise customers of both Consenting and Non-Consenting, also Small and Medium Business (SMB) customers, and subsequently assigned them to the respective Work Flow Coordinator queue based on their classification to ensure appropriate actions were taken.

Telecommunication Consultant

Sales Facilitation Design | Telstra (Peoplebank)
Sydney
10.2018 - 08.2021
  • Provided technical interface for processing new installations or modifications of Telstra services and networks in alignment with Government or Enterprise customers’ requests. Requests encompassed a range of services including Data and IP Networks, Managed Data Networks, Wide Area Bundle Networks, and Mobile Backup, as well as modifications such as Bandwidth Upgrades, Relocation of existing services, and Router shaping.
  • Conducted critical analysis to determine the scope of customer requests, validating them across multiple Telstra systems. Evaluated the Access Speed of specified sites, identified their geographical zones including Rural, Urban, or Metro, and assessed network types such as FTTP, FTTN, and FTTB.
  • Performed Commercial Validation for all Non-Govt. customers to ensure their requests aligned and complied with Telstra Business Standards.
  • Performed Solution Viability post-design modification to check whether the Telstra products and networks were compatible with the customer requirements.
  • Conducted Service Qualification assessments within Telstra systems to evaluate the feasibility and compatibility of sites for deploying customer-requested networks, including ADSL, NBN, IP, and Data Networks.
  • Enabled and offered direct support in gathering technical details from customers. Customized and configured products and networks according to confirmed IP Protocols, such as CE LAN IP or CE WAN, and PE WAN IP as specified by the customer.
  • Customized products as per customer/technical requirements on various products not limited to such as ADSL, Ethernet, Direct Fibre over NBN, Frame Relay, IP Wireless, IP VPN Network, MDN Solution, Routers, and Mobile Primary.
  • Customized and performed service detailing on IP networking equipment such as Cisco and Juniper routers including LAN and WAN routing protocols - BGP, OSPF, RIP, Static for both IPV4 and IPV6 variants. Linked new products for existing Customers to existing VPN Network and MWAN network for customer solutions.
  • Confirmed the routing protocol type for routers such as Static, OSPF, RIP, and BGP, and confirmed the customer edge LAN IP Address for Static and BGP ASN for BGP routing.
  • Performed a crucial role in ensuring the timely delivery of data and strategic solutions to customers.

Education

Masters of Engineering And Masters of Engineering Management - Telecommunications

University of Technology Sydney
Sydney
07.2018

Bachelors of Engineering - Electronics and Communication

Jain University
Bangalore
12.2015

Languages

  • English
  • Hindi
  • Malayalam
  • Kannada

Certification

  • Six Sigma Green Belt, Wipro, TBC
  • Scrum Lead, Telstra, 2023
  • Telecommunications Engineer, Engineers Australia - Jul 2020
  • Creative Thinking, LinkedIn, 2019

Timeline

Scrum Lead

Mobile Engagement | Telstra (IDC Technologies Pty Ltd, Wipro)
06.2023 - 12.2023

Service Delivery Specialist

Mobile Hardware Remediation | Telstra (IDC Technologies Pty Ltd, Wipro)
11.2022 - Current

Team Leader

Mobile Engagement | Telstra (IDC Technologies Pty Ltd, Wipro)
08.2021 - 11.2023

Telecommunication Consultant

Sales Facilitation Design | Telstra (Peoplebank)
10.2018 - 08.2021

Masters of Engineering And Masters of Engineering Management - Telecommunications

University of Technology Sydney

Bachelors of Engineering - Electronics and Communication

Jain University
  • Six Sigma Green Belt, Wipro, TBC
  • Scrum Lead, Telstra, 2023
  • Telecommunications Engineer, Engineers Australia - Jul 2020
  • Creative Thinking, LinkedIn, 2019

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Nishant SahadevanService Delivery Specialist