Hardip Patel
STAINES-UPON-THAMES
Summary
A highly motivated and SRC Manager with over 20 of years’ experience in various job roles supporting voice, data, mobile, DWDM, MPLS, IP, AC/DC, Data Centre, M&E and Optical maintenance, technical support, Change management, KPI, QA, GNOC, NOC, within the Telecommunications and Media service industry. Provided project support along with management of project lifecycles and training. Managed Technical engineers of varied disciplines and technologies. Insightful and collaborative with experience improving operations through effective workplace strategies and policy enforcement. Talented leader with analytical approach to business improvements with experience in automation.
Overview
18
18
years of professional experience
Work History
Service Reliability Manager (SRC)
Sky/Comcast
03.2022 - Current
- Lead an operations team consisting of engineers providing 24x7x365 infrastructure engineering, product deployments, and incident response and resolution for different products
- Conducted seasonal capacity reviews with Development and Product leadership
- Participated in SOC/PCI compliance Audits
- Increased efficiency, improved ticket quality and productivity through identifying and managing Automation within operations of the Sky SRC.
- Actively managing KPI’s including MTTD and MTTR
- First Point of Contact for internal escalations and external vendor, partner or stakeholder escalation
- Management of P1/P2 major/mission critical incidents along with post incident washup meetings, problem management and reviews.
- Continuous review of process and knowledge bases
- Responsible for reviewing and approving changes.
- Acted as SPOC for Government Liaison
- Network equipment Vendor Management and Reviews.
- Weekly/Monthly Automation reviews and pushing for improvements. User of Resolve and creating runbook processes to feed into Operations Automation and new requirements and requests.
- Responsible for Hiring, Training and performance reviews of SRC engineers.
- Managing Dashboards in Grafana, Sevone, Service Now and Netcool.
- Responsible for Alarm and Monitoring fine tuning and threshold alerting.
- Managing Network access for internal users and External vendors and Stakeholders
- Responsible for communication between Subject Matter Experts and Operations teams in Sky SRC.
NOC Manager
Sky UK
11.2014 - 03.2022
- Managing a team of Tier 1 and 2 engineers consisting of IP, Transmission, Voice and Network Analysts in the 24/7 NOC for Sky’s Broadband, Voice, CDN, and Sky Core, Metro Networks, Enterprise and Mobile services in the UK and abroad.
- Responsible for Incident, Problem and Change management within the NOC along with Vendor engagement, management and reviews.
- Represented senior management out of hours.
- Empowered to make business critical decisions impacting network availability.
- Management and shift staff and rota’s and workloads.
- Ticket queue management and reporting.
- Responsible for hiring NOC staff and interview process.
- Responsible for compiling Executive and P1/P2 Incident reports for both internal and external stakeholders.
- Responsible for the introduction of new Sky products and services into operations including end to end involvement in systems life cycle such as Sky Q, Sky Mobile, Sky Stream, Sky Business and Sky Wholesale services.
- Identified and defined incident and change ticket governance in according to Sky’s ways of working to allow for seamless operational activity between departments and teams.
- Performed Disaster Recovery exercises regularly and was responsible for the process and equipment and co-ordination.
- Managed transition of working from home and hybrid working during Covid 19 pandemic and was responsible for getting teams deployed with equipment and services to enable remote working including setting up of VPN network.
Senior Service Operations Analyst
Sky UK
03.2011 - 11.2014
- Hired into the position 8 months before role went live and active within the organisation to help define and establish the operations monitoring and Service Analyst Team.
- Drew on previous experience and established processes and principles for Network monitoring and escalation related to Sky Broadband, Voice and Corporate Network.
- Responsible for merging Tier 2 and Tier 3 process into the Tier 1 team to distribute work load and build on wider team skill and knowledge.
- Was responsible for Incident Management duties related to network incidents.
- Responsible for the monitoring and technical support to maintenance of transmission, IP and Voice equipment: Multiplexers, Alcatel / Marconi SDH, Optical Line Equipment, Network Protection Switches, Synchronisation, Interconnects, backhauls, Ethernet and Token Ring LANS, Internet, Video, ATM.
- Software and hardware updates/upgrades of Network.
Senior Service & Quality Assurance Analyst
Ericsson
07.2007 - 03.2011
- Acting as a Front Office Service Desk and primary point of contact for all service affecting issues.
- Creating and solving trouble tickets within agreed SLA targets.
- Analysis of incident impact of issues reported in to Ericsson Limited.
- Liaising with Ericsson’s customers and personnel both internal and external including Front and Back Office technical support and development teams to achieve common goals.
- Providing services such as ‘999 Life at risk’ police enquiries.
- Working creatively with individuals from different technical backgrounds.
- Service Management of Operational changes including monitoring of service impacting and non service impacting work or changes.
- Providing business updates to customers on a daily basis through conference calls and reporting.
- Conforming to ITIL Service Management framework in an ITIL practicing environment.
Service Assurance Analyst
Ericsson
12.2006 - 07.2007
- Streamlined communication between developers and QA analysts, fostering a collaborative environment.
- Enhanced product quality by conducting thorough assurance testing and identifying areas for improvement.
- Maintaining products and services by proactively and reactively testing those available throughout the network.
- Rigorous testing of SMS, MMS and E-mail platforms.
- Logging of faults/issues found and chasing relevant technical teams and vendors (including 3rd party) to achieve resolutions within agreed SLA's .
- Managing and tracking internal assets and taking on projects to develop and improve the team’s workflow.
- Responsible for the testing, troubleshooting and technical support during launches of data services with Hutchison 3G for example Mobile Broadband.
- Providing day and shift support to Ericsson Service Desk.
Education
Bachelor of Science - Multimedia Technology
University of Hertfordshire
Hatfield, United Kingdom05.2006
HND - Computer Science
University of Hertfordshire
Hatfield, United Kingdom06.2003
A-Levels - Economics, Computer Science & Geography
Bexley College
London, United Kingdom06.2001
GCSE's - 7 At A-C Grades
Blackheath Bluecoat Church of England School
London, United Kingdom06.1998
Skills
- Leadership and Supervision
- Stakeholder engagement
- Performance Monitoring
- Incident Management
- Problem Management
- Operations Automation
- Monitoring improvements
- Vendor Management
- Process Reviews
- Service Delivery Management
- PDP management and Rota management
- Hiring of staff
- Building interview processes
- Onboarding activities
- Portal Management
- Knowledgebase management and centralized data systems management
- Service Now
- Sevone
- Grafana
- Slack
- Jira
- Netcool
- Comarch
- Resolve
- IP
- MPLS
- BGP
- OSPF
- HSRP
- BFD
- PPP
- DHCP
- VOIP
- Radius
- DNS
- Load balancing
- Broadband Connectivity
- VoD
- Broadcast over IP
- Nexus platforms
- BNG ISAM & CNG Stinger topology
- Voice networks experience
- Mobile
- C7, C20, IMS, SMSC, APPFW, VOIP, DRA, Amdocs
- OCS/NAP, ONENDS, TITAN, PCRF, NTAS, APPFW
- Comfone Roaming, OTA and mediation
- Metro MPLS troubleshooting
- LLU Topology
- Distributed BNG Packet Flow and associated troubleshooting commands
- Proficient in Cisco
- Nokia
- Huawei
- F5
- Firewalls and mitigation: Palo Alto and F5 vendors
- Mainframe, Server
- Monitoring platforms: IBM Netcool, Comarch and Opsview applications
- Automation
- Dynatrace dashboards
- Slack
- Github
- Jira ITSM software
Timeline
Service Reliability Manager (SRC)
Sky/Comcast
03.2022 - Current
NOC Manager
Sky UK
11.2014 - 03.2022
Senior Service Operations Analyst
Sky UK
03.2011 - 11.2014
Senior Service & Quality Assurance Analyst
Ericsson
07.2007 - 03.2011
Service Assurance Analyst
Ericsson
12.2006 - 07.2007
Bachelor of Science - Multimedia Technology
University of Hertfordshire
HND - Computer Science
University of Hertfordshire
A-Levels - Economics, Computer Science & Geography
Bexley College
GCSE's - 7 At A-C Grades
Blackheath Bluecoat Church of England School
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