Saurabh.seth29@outlook.

com Contact: +919560559973

SAURABH SETH
Objective
To pursue a middle management role in Operations/Service Delivery in an organization which
provides excellent opportunities to leverage my experience and understanding of Operations domain
and effectively contribute towards organizational success and my professional growth.

Career Synopsis
Possess rich experience of around 10 years in IT Managed Services Operations Delivery
Spanning across various technologies like Network Security (VPN), WAN, Collaboration on Cisco
and Juniper platform. Good knowledge on NOC environment, tools and ITIL processes.
Leadership experience in handling large and virtual teams

Certifications and Trainings

CCNA
CCNA Security
ITIL V3 Foundation
ITIL Intermediate Modules - Service Operations, Service Transition, Continual Service
Improvement, Service Strategy
PRINCE2 Practitioner
Leadership trainings - LFP, LCC
L1 Certified People Manager

Professional Skills

VPN Technology- IPSEC, Remote Access, EZVPN, GRE over IPSEC,

Networking L2TP
Basics of BGP, OSPF, VRRP, Blue Coat proxy and WAN Optimizers

Tools and Devices Cisco: ASA, PIX, VPN Concentrator, Routers

Juniper: SSG and SRX, Blue Coat Proxy
 Tools: BMC Remedy OneTM, ITSM, HPSC, Quick Silver
Monitoring tools Nagios, Temip, Netcool, BSM, Orion, NNM, Net flow
Analyzer, CMDB, Wireshark, Solidus
Good knowledge on ITIL Processes: Incident Management, Change and
Service
Service Request Management, Supplier Management and Service
Management
Delivery

Work Experience

Organization: Cisco Systems (India) Pvt. Ltd. May 2016 till Present
Business Unit: Cisco Managed Services
This Business Unit manages entire large customer networks using cutting-edge tools and
technologies

Current Role: Manager, Technical Services

Roles and Responsibilities

Ensure effective alignment of People, Processes and Tools to execute routine Operations
within team
Worked towards defining the RACI model for major ITSM processes
Lead Change Management teams ensuring effective process adherence and deployment into
the customer networks is done in a controlled and stable event, preventing outages and impact
for the activities performed
Lead Service Request Management team ensuring successful implementation of complex
changes, Release deployments, upgrades pertaining to Cisco Collaboration and Data
technologies and Productline
Custom scoping for customer projects involving Service Request implementation on Cisco
Nexus 5K, 9K, 3800, 3900 and other Series routers, CUCM, TP endpoints
Liaise with global NOC team responsible for delivering Managed Services to our most critical
and complex customers
Work very closely with Service Delivery and Account Managers to ensure effective Service
Delivery within ITIL framework
Assist BOM, Offer teams to develop Tech Addendums, Scoping, Process Framework for new
customers deals
Provide estimated costs and efforts to Offer teams on projects and develop execution model
Identify Continuous Service Improvement plans and Process Improvements
Scoping and budgeting of new customer deals and custom scoped projects
Monthly Service Reviews with customers
SLA Reporting and Review
Supervision of 25+ resources who are direct reports, many of them CCIEs and Process
Architects
Responsible for team Performance Management and Career Development
Annual Performance Reviews, P&L, Budgeting

Organization: Ericsson India Global Services Pvt. Ltd. August 2010 till May 2016
Business Unit: GCC India

This Business Unit manages entire Ericsson Global network comprising WAN, Security and
Voice services. All Network Operation are carried out of India in compliance to IPCC. Played a
key role in transition of this project from Poland to India ensuring smooth implementation.

Role: IT Operations Manager, NOC

Roles and Responsibilities

Ensure smooth Event and Fault Management for services provided by our BU: WAN, NS, MS
LYNC, Voice
Understand business functionality and ensure team uses technical and analytical expertise to
resolve problems in minimum possible time
To secure Compliance to IPCC processes for timely restoration of incidents as per agreed
SLAs
Review, recommend and implement new methods and procedures to make daily operations
more efficient
Interact with stakeholders and Management to deal with both escalated issues and less routine
matters
Liaise with Global and Local suppliers during incident resolution and Change Maintenance
activities
Liaise with Readiness and Projects teams for cut-over and handovers tasks to Operations
Governance forums with Global Delivery Managers, Global Suppliers providing Managed
services
Creation and maintenance of various Operational reports
Supervision of 35+ resources who are direct reportees
Responsible for assigning KPIs and SMART Goals and team competence development
Ensure individual development through effective delegation and empowerment, performance
assessment and feedback
Ensure appropriate staffing levels are maintained to meet operational and project requirements
Conducting Appraisals, Bonus reviews and Recruitments. Also, involved in team budgeting

Previous Role Held: Team Lead, Incident Management Function

Organization: HCL Comnet Services Pvt. Ltd. March 2010 to Aug. 2010
Business Unit: Sprint
Provision of Managed Network Services to Client Sprint, through dedicated support

Role: Senior Network Analyst

Roles and Responsibilities

Delivering Support for the Physical layer and firewall related issues
Handling Layer 2 issues like encapsulation methods
Monitoring the customer devices and troubleshooting circuit down issues
Overall Case handling and interacting with various teams for the Circuit status
Handling customer related escalations

Organization: Aricent Technologies Pvt. Ltd. Aug. 2008 to Sept.2009

Business Unit: Cisco TAC
Delivering excellence to the Business Clients of Cisco by facilitating robust network services
Role: Associate Network Engineer

Roles and Responsibilities

Interacting with Network Administrators around the world and helping them to implement
their projects in network security domain
Handling technical queries and issues raised by customers using Cisco platform
Following the specific process to resolve incidents within defined SLAs and KPIs
Configuring and Troubleshooting of IPSEC VPN (Pre-shared keys + Certificates) on Cisco
Routers, PIX, ASA and Concentrators
Research and troubleshoot compatibility issues of Cisco devices with other Vendor products
Technologies handled include VPN (Remote access, Site to Site, EzVPN, GRE, L2TP)
Mentoring and providing training to team resources

Organization: Applect Learning Systems Pvt. Ltd. Mar. 2008 to Aug. 2008
Project: Learning Functions
I was involved in a multi-tasked role of handling Business Development strategies and daily
Operational tasks. Also, handled basic configuration tasks related to Cisco Routers

Achievements and Recognitions

Consolidation of NOC Operations and onboarding of newly introduced services within
Business Unit
Brought greater efficiency in terms of quality and reducing cost of Operations under
Operational Excellence Program
Rewarded with ACE Award, President Award in Ericsson
Ensured successful completion of SOX audits for 4 years in Ericsson and BIA Audit in Cisco
Awarded Team Member of Month at different roles across organizations
Part of Project Transition teams
Travelled across various locations: Poland, Stockholm, Amsterdam and Dubai as a part of
Leadership team

Academics

B. TECH in IT (2003-2007) from Guru Gobind Singh Indraprastha University, New Delhi

Personal Information
Marital Status: Married
Gender: Male
Date of birth: March 29, 1984
Permanent Address: 280-C, Pocket-C, Mayur Vihar-2, Delhi-110091
Temporary Address: 403, Leafy Blocks Apartments, Owners Court West, Kasvanahalli, Sarjapur,
Bangalore - 560035

(Dated: July 16, 2017)