SOUVIK BISWAS

#Flat No 1, Plot No: 6091, Manchinchi Road, Lusaka, Zambia.

Cell: +260971167380 ; E-Mail: biswas.souvik@gmail.com

SUMMARY
Eleven+ years of experience in Operations, Service Delivery & Project Management. Have good exposure in African
markets in Service Delivery, Account Management, Sales & Marketing with P&L responsibility for accounts and country-
specific business units. Possess client relationship management skills & ability to conceive efficient solutions utilizing
technology. Worked with cross-functional teams for project execution. Certified in AWS Technical & Business Professional
training.

PROFICIENCY:
Service Delivery Drive IT managed service delivery engagements, CSAT, & account management. Mentor and
manage cross competency resources for operation support and improvement. Work in a multi-
cultural environment with professionals across different countries.

Business Management Product/Service Life Cycle Management; Operational Team Management; Deployment
Management; Marketing / Business Development. Sales & P&L management
Project Management Managing implementation, complexities of projects within time and budgetary constraints.
Strategize and prioritize to accomplish multiple task.

PROFESSIONAL EXPERIENCE:
Sr. Consultant Oct 2017 – Till date

1. Working with Gambhir Enterprise as a Sr. Consultant contact on IT Operations, planning and developing their
Software services. Managing the GPS software division.
2. Working with Yotto labs as reseller partner for marketing their software and introducing the same in African
Continent. Creating channel partners for the company in African regions like Zambia and other countries like
Tanzania, Uganda, Kenya, Malawi.
3. Worked 6 month for Product Development and marketing management with AICEL Zambia to propose two Data VAS
product, “Mobile church” & “Offer of the Day”, for African market.
4. Worked as project and facility management with Plutek Technologies for 6 months.
• Documenting POC. Finalize the requirement with Airtel Infra on Indore smart city project. Inventory/asset
management.
• Working with Tech Mahindra on Kanpur Smart city project vendor selection process. Engage in RFP discussion
with multiple IOT vendors.
• Facility management – Workforce Resourcing (Engineers) for TCS and Ericson on different fields.

Black N Green Mobile Solutions March 2015- Sept 2017

Designation : Regional Manager
Regions : Malawi, Zambia, Tanzania and Madagascar

Core Responsibility
• Handling the Operations, Business Development, Revenue Management & P&L responsibility for accounts.
• Perform market research, Product Conceptualization and prepare business cases for upcoming operators, and case
studies for existing operators. Identifying Growth Drivers and accelerating for maximizing revenue.
• Managing Operators, Content providers and different Vendors across the countries. Manage the in-house cross
functional team (such as Business Operations, Delivery, IT Operations, PMO, NOC Support, Asset Management and
License Agreement Management and Deployments teams) to motivate and delivering quality services to clients.
• Ensure Legal & Regulatory Compliance across the different countries.

MARA-ISON Technologies (Mara Group) - Country – Uganda/Malawi/Zambia/Kenya April 2011 – March 2015
Designation : Sr. Engineer.
Role: Country Delivery Manager (Service Delivery)

Core Responsibility
• Managing and leading the NWSM project, Managing SLA, ensuring no breach in SLA for IBM ( Airtel).
• Roll out Avaya Project at Airtel Malawi. Supported the same in Airtel Zambia.
• Managing Tech Mahindra Technical resources with Avaya local resource as well as Backend support in resolving the
CCT issues for Airtel Call Center in given timeline.
• Setting up the business in the country. Managing OPEX and Different Tax and assisting to get Business license at
Malaw for Mara-ison.
• Managing Employee Benefits, payroll and other vendor management for the country.
IBM Africa NWSM Project (Uganda/Malawi)
• Responsible for Service Delivery, IT service desk, provide IT infrastructure support, SLA, audit and compliance, Risk &
Asset management for Airtel Malawi/Uganda on behalf of IBM Africa (Airtel).
• Manage Escalations, Incident and Problem management and monitor reported incidents, workout Root cause analysis
for high severity issues to achieve customer satisfaction through operational excellence.
• Provide weekly/monthly performance reports to IBM. Manage multiple vendors and periodic review third party
support performance for Continual Service Improvement through KPIs and benchmark.
• Mentor, lead and monitor performance of IT Service team members and drive them to higher operational efficiency
with focus on quality and target to exceed client's expectations.
Tech Mahindra Africa (Malawi)
• Managing the team for Desk-side support to Tech Mahindra Call Center.
• Recourse recruitment and training Engineers, preparing a shift roster 24x7 for Call Center, improving the work
efficiency.
Avaya Africa (Malawi/Zambia)
• Acting as a Single point of Contact (SPOC) for Airtel.
• Managing and resolving the Ticket logged by Client at Avaya NOC and ensure the closure of any issues at call center in
scope.
• Managing and Training the Engineer to proactively monitoring the links and Servers to improve performance and be
available for 24x7 hours support.

Country – Uganda (Addition to above)

Comviva VAS Project
• Building team spirits and efforts. Manage Operational expenditure (OPEX) within the budgeted cost.
• Preparing shift roster 16x7. Provide weekly performance report. Ensuring Continual Service Improvement.

Raps Uganda Ltd (Mara Group) Dec 2010 – March 2011

Network Engineer.
Responsibilities:
 Managing Networking projects. Implementation of Firewall as Sonicwall and Cyberoam UTM Devices.
 Building team spirits and efforts and managing entire team for smooth completion of projects.
 Responsible for End-to-End Project delivery within timeline and cost. Furnish the project report with network
diagram to ease the customer to understand.
 Configuring VOIP on router.
Projects:
Client: Imperial Bank Ltd.
 Configuring VOIP on router; Design and documentation of the project. Implementation and configuration of CISCO
3900 series router and Channelized E1.
Client: Bank of Boroda.
 Implementation of LAN; Implementation and Configuration of Lease line connectivity between 15 Branches.
 Design and documentation of the project.
Client: Office Of the Precedent
 Implementation of LAN. ; Design and documentation of the project.
Client: NUTI
 Implementation of LAN on over 5 offices; Design and documentation of the project.
 Configuring Wireless Router and access points.

Hughes Communication India Ltd (Outsourced by SMC Technologies) May2010 – November 2010
NOC Engineer (Gurgaon).
Responsibilities:
 Handling MPLS backbone network and troubleshooting the problems.
 Hands on experience on NMS day-to-day operations, routing related issues, connectivity between remote locations,
Backup configurations and troubleshooting in backbone network as well as customer network.
 Configuring ADSL Router for Customers. Generating monthly analysis report for the customers about the performance
of their network.
POP Engineer (Delhi POP)
 Worked as a VPN Support Engineer at POP Location.
 Coordinate with Franchise, Clients, and Service Providers for Hardware Installation at Client side/exchange.
Proactive Monitoring and Troubleshooting Lease Line WAN issues.
 Configuring CISCO Routers and various types of Modem.
System Integration & infrastructure Solutions (SIIS) Nov 2009 – Apr 2010
Sr. Network Engineer
Responsibilities:
• Manage both technical and commercial aspects for new IT projects. Accountable for smooth network operations at
customer’s end.
• Managing SLA, ensure process adherence. Responsible for customer satisfaction through smooth project rollout and
operations.
• Network Designing and impart training and lead team members to derive higher operational productivity. Manage FMS
Project at all level.
NIRMAL DATACOM (P) LTD. June 2008 – June 2009
Executive – Customer Support Engineer

• Spearheading efforts across installing, configuring & troubleshooting the network while providing technical support.
• Identifying & supervising risk-reduction technical investigations relative to product development projects.
• Managing & administering installation, up-gradation, configuring, scheduling, testing & troubleshooting the Routers,
ASA & Switches Connectivity & Backup connectivity to the respective exchanges & installation of Routers, ASA &
Switches.
• Implementing Security on Routers based on their IOS.
• Installing, upgrading, configuring, scheduling, testing & troubleshooting the Network, VPN Connectivity & Leased Line
Connectivity.
• Documentation, Network Designing, preparation & escalation of reports for each process.
• Installation and troubleshooting of Tandberg Video Conference unit

BUSINESS LINK AUTOMATION INDIA LTD. Jan 2 0 0 6 - M ay 2 0 0 8

POP Engineer
Project : Hughes Communication India Ltd.

• Ensured technical solutions were designed for performance, reliability, scalability & supportability. ISP Link
monitoring (maintaining the up-time, docketing if link down, follow-up with ISP for resolving the issue. Maintained
Leased Lines & connectivity of WAN Modems (RAD, Telindas, Tellabes, Loop Telecom).
• Streamlined E1 implementation & maintained the 80-85 strong clienteles over Calcutta. Responsible for Vendor
management & swift problems resolution and Analyze RCA.
• Configuring the Customers Networks as per the System Design Documents.

Technical Consultant Engineer

Project: Dumex India Ltd.

• Successfully maintained & troubleshot Additional Domain Controller in Windows 2000 Server (East Zone).
• Lent Software & Network support in Windows 2000 Server environment.
• Root cause analysis & data backup; scripting to enable automatic backup; conducting Network audit.
• Successfully managed operations & provided Software/Network support for 5 offices.
• Carried out administration at client end remotely through VNC or Net Meeting.
• Backup & restoration; recovered Hardware failure/Software corruption & ensured data recovery.
• Conducted rigorous analysis of IT infrastructure & prepared IT infrastructure improvement plans.

ACADEMIA:
ITIL V3 Certified.
PGBM in Marketing Management from MGU.
B.Sc in Computer Science.
AMIETE Diploma in Computer Science Engineering from Institute of Electronics & Telecommunication Engineers.

HOBBIES: Music, Traveling

REFERENCES: Available on Request.