DGM - Service Delivery and Operations


Professional Experience:

Programme Management (MSP2® Practitioner) ✔ Project Management (PRINCE2® Practitioner, ITIL) ✔ IT Service Delivery ✔Telecom VAS Management ✔Vendor Management

As a Telecom VAS & IT professional and an accomplished Operations and Service Delivery Manager, I bring to the table a career of over 19 years, driving innovative improvements and delivering the best and most cutting edge technology solutions with professional integrity to the clients. I have had a measurable experience in evaluating and finding the viability of the proposed VAS solutions from vendors and implementing new projects which are coming up with new operators.

I am deeply involved in pre-study activities, solution analysis, design, scoping, estimation and project management for Telecom services. In addition I leverage my unmatched telecom expertise and proven system integration capabilities to maximize customer satisfaction level.

 Over the years, I have gained a strong foothold in the following areas:

☛Delivering enhanced user experiences while working on their bottom-line benefits

☛Providing new platforms with existing infrastructure frameworks, testing of the applications and rolling out new applications

☛Managing day to day technical operations of existing product and delivering new products to operators .

☛ Design and implementation of Data center infra structure and integration with Operators and match with the requirement .

Verse Innovations Pvt. Ltd.  —Since Jan’11

DGM (Operations and Service Delivery)

 After my stint at Comviva Technologies, I joined Verse Innovations Pvt. Ltd. as a DGM – Operations and Service Delivery where I am presently managing a team of 15 in Service Delivery and Operations and 10 in NOC Operations. My core responsibility include handling Service Delivery and Operations, which includes day to day technical operations of existing product and delivery of new products to operators. I also manage upcoming new projects from new operators. My role involves managing vendors and handling the Data Center Operations where Verse Servers are hosted.

 Other highlights of this role include:

 u Envisioning smart solutions and executing strategies and initiatives that achieve value-building goals cross all areas of the organization by instilling a high-performance culture company-wide

u Member of ISO 27001 implementation team at Verse

u Actively leading and participating in special company initiatives to improve the company culture, processes and procedures, and development of associates.

 Comviva Technologies Ltd. (Bharti Group Company)—-Nov’09 to Jan’11                                                       

Associate Manager 

Designated as Assistant Manager, I was transferred to Bangalore South office as south in-charge for managing service projects for Airtel VAS services. I led the vendor projects which were integrating their services in the South Hub. I also liaised with vendors for implementing new VAS projects in this region.

Apart from assessing the existing VAS platforms in terms of operation and maintenance, I also evaluated and came up with the feasibility of proposed VAS solutions from vendors. In addition, I resolved technical complaints and conducted feasibility studies for implementation of new products/services as per requirements provided by marketing teams.

Bharti Airtel Ltd—– Feb’07 to Nov ‘09

Assistant Manager

 I joined as an Assistant Manager and got transferred to Kerala as Circle In-charge of IN & VAS Mobility. I administered the technical projects coming up in the Airtel Kerala Circle, managed day to day operational issues and implemented VAS services provided by Bharti Airtel Ltd in Kerala Circle and also IN related issues. I also coordinated with vendors to implement new VAS projects in the Kerala Circle.

My responsibility included managing the VAS platform in terms of operation & maintenance, forecasting and dimensioning of VAS and Core requirement using traffic reports.

® 9 Projects

® 3 Awards

Projects Participated

§  IN SDP CS3 migration and CP6 Migration.( Kerala Done first)

§  Ring Back tone Migration from Existing to new vender (Kerala done the pilot migration).

§  Missed Call Alert to New Platform.

§  GPRS activation Deactivation Atomization.

§  Grid SMSC Installation and commissioning

§  Single IVR project implementation in Airtel.

§  CRBT Migration from one vender to another.

§  Marketing IVR Implementation.

Bharti Televentures Ltd (Airtel)—–Nov’05 to Jan’07

Sr. Engineer Technical (CSD)

At Bharti Televentures, I was appointed to conduct fault repair activities for Voice +DSL customers for one of the zones in Bangalore. I led a team of 25 fault repair engineers and coordinated with NOC for fault in DSL complaints and switch team for voice complaints.

During my tenure in this role, I rolled out many new projects in my assigned operational area.

AL IMTIDAD LLC, Sultanate of Oman —-Feb’02 to Nov’05

Head Sales &Support (IT and Telecom)

I was recruited in this role to provide pre-technical support for the customers and look after the estimation, execution and commissioning of projects. In addition, I used to visit sites and suggest proper solutions to the customers by considering the budget and IT estimation to that particular financial.

® 1 Project

 Dexterity Business Analyst Pvt. Ltd .Chennai —–Jul’01 to Jan’02

System Administrator

As a System Administrator I managed the entire gamut of IT operations while heading a team of 4 members. I also coordinated with the mainframe team in UK for smooth running of projects, the lease line provider and the internet connection provider. In addition, I also checked the software license part.

 GuildInfotech Pvt. Ltd., Chennai —-Apr’00 to Jun’01

System Administrator

At GuildInfotech Pvt. Ltd. I handled the entire IT activities to facilitate the execution of projects. My work helped in aiding the project time in the on-time delivery of the products to the clients. 

AVL India Pvt. Ltd. —-Feb’97 to Nov’99

Customer Support Engineer

 As a Customer Support Engineer I handled sales and support activities of the entire Kerala region. I was also mentoring 2 sales executives.

 ® 1 Award

 VGuard Industries Ltd. —-June’95 to Feb’97

Quality Controller

Academic profile:


   Diploma in Applied Electronics, Board of technical Education Govt; of Kerala 1992 –1995.               

( First Class with Distinction -81 % Marks)

   Pre Degree (Mathematics, Physics and Chemistry) University of Calicut 1990 –1992    (First class – 67 % Marks)

   Technical High School Leaving Certificate (THSLC) Board of Technical Education, Govt: of Kerala. 1987 -1990 (First Class with Distinction – 81 % Marks)

    Enrolled For MBA – ICFAI University .


·         Programme Management (MSP2® Practitioner)

·         Project Management (PRINCE2® Practitioner

·         Cisco Certified Network Associate (CCNA)

·         ITIL Foundation Certificate

·         Completed certified network specialist training from CMS Computers, Chennai.

·         Cleared Brain bench Certification in Computer Electronics.

·         Cleared Brain bench Certification in TCP/IP Administration.

Technical Skills:

·         Operation and Maintenance of All type of Telecom VAS products ( SMSC, MMSC, CRBT , MCA)

·         Maintenance of Voice and voice + DSL lines, to the customers.

·         Cisco Routers and switches, installation and maintenance.

·         ISDN Router Configuration and maintenance.

·         DSL Modem installation and configuration.

·         Structured cabling.

·         Well versed in system assembling and hardware trouble shooting.

·         Experience in installation and maintenance of UPS and Inverters.

·         Maintenance of CCTV and SMATV networks and cabling Security Systems.


Name                                                 :           SHAJI .N.D

Date of birth                                        :           13-05-1975

Father’s name                                     :           P. NARAYANAN NAMBIAR

Sex                                                      :           Male

Nationality                                           :           INDIAN

Marital Status                                      :           Married

Languages known                               :           English, Malayalam, Tamil, Hindi.

Additional Information                         :           Valid Oman Driving License.


Permanent Address                            :           Patinharayil House

                                                                        Vatayam Post

                                                                        Kakkattil VIA

                                                                        Kozhikkode, Kerala,

                                                                        INDIA – 673518

                                                Phone No: +91 496 2588735.



            I here by declare that all the statement furnished above is true and correct to my knowledge and my belief.

Yours faithfully,



  • Updated 9 years ago
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