RAKESH DHAR
Targeting assignments in Technical Support / Customer Service/ Strategic
E-Mail: dhar.rakesh@gmail.com
Address: A-71, Gyan Khand Part IV,
Indirapuram, Ghaziabad, 201010, UP,
India
Phone: +91- 9953110205
EDUCATION
 Bachelor of Engineering (BE)
in Computer Science from
Pune University, PUNE in
1996
 PGDBM – Post Graduate
Diploma in Business
Management from IGNO
University in 2002
 MBA (Operations Research &
Information Systems)
pursuing from I.G.N.O
University ( Project Synopsis
submitted in Dec 2007)
CERTIFICATION / TRAININGS
 Lead Auditor bridge
certification by BSI on ISO
27001:2013 - ISMS
 CDCP Certified Data Center
Professional
 Leadership 8th Habit & 7
Habits of Highly Effective
People
 Sig Sigma – Green Belt
 ITIL V3
 CCNA version 2.0
 MCP version 4.0
 PRINCE2 Certified
 PMP (Project Management
Professional) 35 PDUs
 Pathways-2, Leadership
Programme at France
Telecom
 MDP – Management
Development Programme at
Orange
 Lead Auditor certification by
BSI on BS7799 & later ISO
27001:2005 - ISMS
SENIOR PROFESSIONAL: Offering 20+ years of experience
Planning/ Network & Security Management/ Global Network Operations/ Team
& Quality Management/ Pre-sales Support
Business and a management visionary with fast track career dotted with
impactful roles with U2opia, Orange, vCustomer, Satyam/Sify, ABN Amro
Bank etc.
KEY SKILLS ENTAIL: ~ Technical / Customer Service & Support ~ Strategic
Planning ~ Global Network Operations ~ Business Process improvement & Re-
engineering ~ Business Transformation ~ Team & Quality Management ~
Budgeting ~ Network & Security Management ~ Project Management
PROFILE SUMMARY
 Strong technical, people management and leadership skills along with
comprehensive vendor management and strategic planning skills
 Diligently created, launched and evangelized the Automation of Alarm
Monitoring that helped save cost and build efficiency; supported
comprehensive sales strategies resulting in multi-million dollar deals
 Took the ownership in implementing a dormant project and made it a
reality. Campaign Manager tool (development outsourced) for automation
of Promotional activities and notifications. Reduction in cost and improved
performance & efficiency.
 Showcased excellent aptitude as a capable business frontrunner in scaling
and directing projects, translating business needs into technology
requirements, consistently tracking development against plans for
increasing efficiencies / Performance, KPI’s and enhancing the ROI
 Expert in understanding business process, mapping information systems
policies, processes and rules for resources management
 Proficiently implemented new business support functions by setting up
operations structure and governance.
 Experienced in conducting in-depth reviews & selecting appropriate risk
mitigation strategies, enhancing operational effectiveness
 Expertise in maintaining the backbone Network comprising of LAN & WAN
[Cisco], Firewalls, IPLC’s] across the enterprise from Physical level to
Network Security and voice on Cisco IPCC platform
 Successful Certification of Orange India ISO 27001:2005 – Information
Security Management system and BS7799 – Information Security
Management System
 Achievement oriented professional with an ability to manage change with
ease, efficient in establishing assessment frameworks to mitigate complex
risks at strategic, functional & operational levels
ORGANIZATIONAL EXPERIENCE
Since Aug’16 U2opia Mobile Pvt. Ltd., Gurgaon

Path:
Since Aug’16 Director – Technical Operations

Highlights:
 Leading NOC team, SMC team and Expert Support Center for managing 24X7 Operations, connecting 100 plus Telecom
Operators across the Globe for Telecom Products and Services, using Amazon Cloud Infrastructure Services mostly.
Key products are Facebook and Twitter over USSD (non-data users), Games2U, PhoveVerify, FP - Data Loan etc…
 Introduced major structural changes (realignment) based on initial assessment and feedback. New Operating Model.
 Got project for Automation of Promotional Messages implemented, Campaign Manager. A major value add.
 Developed relationships with business operations and leadership teams across geographies and departments; presented
changes, issues, risks and contingency plans while collaborating with other Project Managers to balance project resources,
schedules and scope
 Ensured Service Level Agreement (SLA) adherence, established a 24X7 handover mechanism, mandatory escalation metric
and delivery support
 Worked on improvement areas in achieving service availability KPI’s
 Helped Plan, design & implement Individual Balanced Scorecard (IBSC) for entire team
 Implemented new & changed processes on performance, Incident, Problem (Chronic) & Change Management
 Managing headcount budget, for development, employee engagement & travel.
 New Tools and automation of service monitoring introduced with digitization in mind.
 Reduced operational costs through appropriate capacity management, automation, process management, tool
enhancements, ways of working, implementation of different models through substantial reduction in additional expenses

ORGANIZATIONAL EXPERIENCE
Mar’08 to July’16 Orange Business Services, Gurgaon

Growth Path:
Mar’08 to Jun’10 Head of Service Desk - CSD, Customized under Service Operations (Global Support)
Jul’10 to Jul ’16 Network Operations Manager – Global Backbone Network
Chairman (Core Room Committee – Data Centre) – additional role since 2012

Highlights:
 Management owner of EMEA region network / service issues, escalation, deployment, growth. Owner of IP MPLS backbone
network TMC. Owner of CDN and OTI TMC team
 Diligently set up the live BCP DRP project run between ENTMC Gurgaon & Mumbai
 Built and run: Problem Management team for ENTMC and rolled out KEDB for IBNF with Google Search
 Implemented project for France Equant network supervision transfer to India
 Managed complete outsourcing project on AT&T condor for backbone operations, where all circuits in NAM are novated from
different providers to AT&T
 Developed relationships with business stakeholders and leadership teams across geographies and departments; presented
changes, issues, risks and contingency plans while collaborating with other Project Managers to balance project resources,
schedules and scope
 Led this global project on activity sharing between teams in Romania & India. Responsible for knowledge management and
promoting a cohesive and collaborative work culture across geographies and virtual teams
 Ensured Service Level Agreement (SLA) adherence, established a 24X7 handover mechanism, mandatory escalation metric and
delivery support
 Contributed to network availability KPI’s of IP MPLS network [24-mth average 99.9997%, 5.9 Sigma]; sigma value equivalent to
network availability for world’s biggest IP MPLS Network
 Planned, designed & implemented Individual Balanced Scorecard for entire team
 Implemented new & changed processes on Incident, Problem (Chronic) & Change Management
 Managing budget for an training & development, LABs, employee engagement & travel etc.
 New Tools and automation of network monitoring introduced with digitization in mind. Set priorities for the design,
maintenance, development, and evaluation of all infrastructure systems including LAN, WAN, Internet, intranet, security.
 Reduced operational costs through appropriate vendor management, process management, implementation of different
models in build-out projects and through substantial reduction in additional expenses

PREVIOUS EXPERIENCE
Dec’03 to Aug’07 vCustomer Services India (P) Ltd., New Delhi as Group Manager – Technology

Growth Path:
Dec’03 to July’05 Manager – Telecom
July’05 to Aug’07 Group Manager – Technology
CSO - Chief Security Officer ISMS - an additional role

Dexterously handled following functions:

 Complete Management of backbone Network comprising of LAN & WAN [Cisco], Firewalls, IPLC’s] across the enterprise from
Physical level to Network Security and voice on Cisco IPCC platform
 Planning and controlling the technology infrastructure of vCustomer
 Reviewing program plans to establish appropriate technology and infrastructure

Provided valuable updated related to the technology department to Country Head and CEO on determined frequency.

Other Noteworthy Accomplishments as CSO [Chief Security Officer]:

 Successful Certification of ISO 27001:2005 – Information Security Management system

 Successful Certification of BS7799 – Information Security Management system
 Program Management – Operations support. Successful transition and Operational/RIM support with stringent SLAs

Oct’00 to Dec’03 SIFY Limited (Satyam Infoway Ltd.), New Delhi as Sr. Engineer (Technical Account
Manager - Corporate)

 Accountable as a single point of contact for all technical & support related issues of top Enterprise Corporate
customers
 Dexterously handled installation and configuration of Telecom-WAN for enterprise customers
 Greatly acknowledged for project management related activities

Aug’99 to Oct’00 CMS Computers Limited, New Delhi as Sr. Network Engineer
ABN AMRO Bank - resident engineer

Growth Path:
Aug’99 to Jan’00 Network Engineer
Jan’00 to Oct’00 Sr. Network Engineer

 Played pivotal role as core team member [Telecom Incharge – ABN Hansalaya] of outsourced IT
services to CMS from ABN Amro Bank
 Oversaw successful launch of ABN AMRO Bank operations & ATM connectivity [retail business acquired from Bank of America]

Jan’98 to Aug’99 Advance Computer Resources, Okhla as Network Engineer – Technical Support

Jun’96 to Jan’98 Microsense Private Limited, New Delhi as Engineer – Customer Support & Sales

PERSONAL DETAILS
nd
Date of Birth: 2 November 1970
Languages Known: English and Hindi
Location Preference: open