Technical Support Manager / Project Manager at Netcracker Technology

Led planning, staffing and management of Customer Assurance operations to support the launch of a greenfield BSS project for Rakuten (Japan): resource allocation, task distribution, results monitoring and control; managed analysis of customer needs and proposed commercial changes and professional services, focusing on performance-related changes to meet NFRs. Achieved a 20% improvement in Rakuten account performance and a 25% increase in operational efficiency through refined task/resource allocation and prioritization frameworks; on-site/off-site communications with Rakuten, 3rd-party vendors, and internal stakeholders; organized work to fulfill service requests, budget and resources planning, ensuring tasks are delivered within allocated budgets without compromising quality.

Group Leader at Netcracker Technology India

Built effective group leadership processes within the Managed Services department, Hyderabad. Delivered methodology and customer support best practices to USA-based telecom projects; supported regular monitoring, control and continuous process evaluation/improvement of the CRM system to achieve high availability and timely resolution of critical issues against tight SLAs. Improved department infrastructure across projects to deliver higher efficiency and transparency (≈20%), and fostered personnel development through trainings, mentorship programs and internal reviews.

Business Analyst at NETCRACKER LTD., Ukraine

Worked on business requirements collection, technical tasks creation and management between Customer Assurance team members and progress tracking. Conducted QA-activated support as well as data model/functional/system design specifications analysis for BSS projects for a UAS-based telecom operator. Contributed to daily monitoring, control and process evaluation/improvement to maintain customer KPIs, resulting in a 20% improvement in user experience; managed L3 tickets backlog and inflow reduction by 50% within 1 year through regression scope expansion, test automation and team training.