Summary
Overview
Work history
Education
Certification
Accomplishments
Timeline
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Harsh Gupta

Harsh Gupta

Reading,United kingdom

Summary

Two decades of cross-cultural experience in the Telecom industry, specializing in managed services, customer support, and network integration. Experienced in managing complex network operations using both wire-line and wireless technologies in a multi-vendor environment across India, Oceania , Africa and Europe.

Had the opportunity to work with leading telecom OEMs, service providers, and operators, taking on roles that have contributed to business growth and operational excellence. Demonstrated leadership in service delivery, focusing on continuous improvement to elevate customer satisfaction levels.

Extensive technical expertise in Radio Access Network, facilitating innovative solutions to complex challenges and enhancing operational efficiency.

Overview

20
20
years of professional experience
8
8
years of post-secondary education
1
1
Certification

Work history

Head of Operations Assurance - VMO2

Ericsson UK Ltd
Reading, United Kingdom
11.2020 - Current
  • Accountable for the cross-contract KPI service level fulfilment and improvement, working with the Account teams to reduce costs and improve add-on sales.
  • Accountable for implementing the E2E managed services life cycle: Incident Management, Problem Management, Change Management, CSI and Transition Planning and Support
  • Facilitate fortnightly and monthly governance calls with customer, managing customer expectations, strengthening customer relationships and enhancing value to customer.
  • Coordinating cross-departmental initiatives to achieve overall business objectives.
  • Comprehend new customer requirements, conduct business analysis & formulate business plan.
  • Identifying Add-on Sales opportunities, thus ensuring relentless improvement and value realization for the business.


Managed Services Delivery Manager

Ericsson India Global Services Pvt Ltd
Noida, India
12.2016 - 11.2020
  • Oversaw delivery operations for global customers, including Airtel Ghana, Telenor Myanmar, and Virgin Media UK.
  • Responsible for delivering agreed SLA, KPI, and PIs within allocated financial budget while ensuring efficiencies as per agreement.
  • Influenced competency development of personnel to meet business requirements. Ensured availability of tools aligned with organizational needs.
  • Managed Working Level Agreements, Operational Level Agreements, Process Framework, Business Continuity Plan, Security and Privacy Policies, and Continual Improvement Plan for respective projects.
  • Facilitate periodic performance reviews with internal and external stakeholders to uphold delivery quality and attain operational excellence.

Service Delivery Line Manager

Ericsson India Global Services Pvt Ltd
Noida, India
08.2014 - 11.2016
  • Managed team of over 30 resources overseeing operations for multiple telecom operators utilizing 2G, 3G, and 4G in multi-vendor environment.
  • Resource and competence development and demand planning for existing resources and resource ramp-up of appropriate competence.
  • Assisted Pre-sales, scoping and costing team with business case modelling
  • Boosting team morale with regular motivational meetings and feedback sessions.

Support Engineer

Ericsson India Global Services Pvt Ltd
Noida, India
05.2008 - 08.2014
  • Supported multi-vendor products for 2G, 3G, and 4G technology across various clients.
  • Managed trouble tickets, change requests, and customer support requests in accordance with SLA/WLA terms.
  • Served diverse customers including Airtel Africa, Airtel India, MTN Nigeria, Vietnam Mobile, Idea India, and Aircel India.

Project engineer

Huawei Communications India Co Pvt Ltd
Mumbai, India
12.2007 - 05.2008
  • Collaborated on project for swapping Motorola RAN equipment with Huawei technology.
  • Liaised with customer to gather technical requirements and clarify needs.
  • Coordinated with Huawei R&D team in China to resolve complex implementation issues.

Operation and Maintenance Engineer

Bharti Cellular Ltd
Pune, India
07.2005 - 12.2007
  • Executed installation and commissioning of cell sites and SDH systems.
  • Managed OMC activities from RBSC node, including site loading and configuration.

Education

Bachelor of Technology - Computer Science

Kurukshetra University
India
06.2001 - 06.2005

High School - Science , Mathematics and Computer Science

Bhartiya Public School
India
03.1997 - 04.2001

Certification

  • Cost efficiency strategies
  • Client engagement leadership
  • Customer experience management
  • Customer centric approach
  • Driving customer outcomes
  • Analytical skills
  • RAN support expertise
  • Technical presentations and demonstrations
  • Problem Solving


Achievements


Accomplishments

  • Won several awards and certificates within organization like Impact, Power award, Ace Award
  • Identified as key contributor on multiple occasions.
  • Cleared L1 Global Assessment for leadership roles across Ericsson in 1st attempt.
  • Certificate of Appreciation – President Award presented by GNOC Head for active involvement in CMMI Level 3 certification to Operations team.

Timeline

Head of Operations Assurance - VMO2

Ericsson UK Ltd
11.2020 - Current

Managed Services Delivery Manager

Ericsson India Global Services Pvt Ltd
12.2016 - 11.2020

Service Delivery Line Manager

Ericsson India Global Services Pvt Ltd
08.2014 - 11.2016

Support Engineer

Ericsson India Global Services Pvt Ltd
05.2008 - 08.2014

Project engineer

Huawei Communications India Co Pvt Ltd
12.2007 - 05.2008

Operation and Maintenance Engineer

Bharti Cellular Ltd
07.2005 - 12.2007

Bachelor of Technology - Computer Science

Kurukshetra University
06.2001 - 06.2005

High School - Science , Mathematics and Computer Science

Bhartiya Public School
03.1997 - 04.2001

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