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Shankar Shukla

Technical Leader & SME – IT Infrastructure | BFSI | Enterprises | Telecom | Cloud | Data Center | Network

Mumbai

13+ years of work experience

Kotak Mahindra Bank
May 20233 yrs 2 mosPresent

Managing Technology, Product, Engineering, and Operations Services across Kotak Mahindra Group-supporting critical business domains including Consumer Banking, Private Banking, 811 Business,Treasury, Securities, Wealth Management, Real Estate, Prime, Consumer Durable, and Loan Business. Skills: CCaaS, CPaaS, Unified Communication, Voice SIP/PRI, MPLS/SDWAN, Office Tele, CEC IT, Chatbot & Voicebot (conversational UI), WFM, Connector, Digital Workplace, Microsoft, Amazon, Meta, Cisco, Aspect, Nice, Verint, Genesys Engage/CX, Nuance,Novelvox,SFDC,Citrix,Remedy,ServiceNow, Cloud Branch/Bank, CRM along with Infra Audit, RBI,IRDA,SEBI,TRAI,DOT- Regulation & Compliance Management. ✅ Core Expertise: ☁ Contact Centers (CCaaS/CPaaS/Hybrid): Multi-channel solutions with built-in security, audit, and regulatory compliance. ☁ Enterprise Networks & Voice: SD-WAN, MPLS, SIP, global voice, and BFSI-grade secured connectivity with regulatory adherence. ☁ Data Center & Cloud: Hybrid cloud, DR/BCP solutions, and compliance-driven migration strategies (AWS, Azure, GCP). ☁ Digital Workplace: Microsoft Teams, Cisco Webex, Zoom, and Google Workspace with data residency & compliance controls. ☁ Governance, Risk & Compliance (GRC): Strong knowledge of RBI IT Guidelines, GDPR, PCI-DSS, ISO27001, SOC2, and BFSI data privacy mandates. ✅ Key Achievements: ☁ Led regulatory-compliant transformation of group contact centers to enhance CX and meet BFSI audit standards. ☁ Directed data center consolidation & hybrid cloud adoption with full alignment to regulatory and compliance frameworks. ☁ Delivered secure, high-availability networks ensuring business continuity, customer trust, and risk compliance. ☁ Recognized for driving compliance-first IT strategy, ensuring business growth while meeting BFSI governance and regulatory obligations. ☁ BFSI operations—integrating voice bots, speech recognition, transcription engines, CI/CD pipelines, and observability tools like Grafana
Airtel Digital
20221 yr 5 mosMay 2023

☁ Proactively drive to identify new product business, market study-GTM, Develop, Design, Delivery and PLDC- product cycle ☁ Working with leadership to productized and launch new product from concept note to product into market with the help of Engineering, Vendor and Solution Delivery. ☁ Working with partner like Microsoft,Cisco,Google,Zoom to launch multi flavour enterprise product like MS TEAMS DR, CDN, Amazon Connect, Genesys CX, Google Ws, IDC(Data Center), Unified Cloud Collaboration and IOT. ☁ Capturing Business requirements (BRD/PRD), adhere regularity compliance, design architecture(HLD/LLD), define product life cycle, system integration testing (SIT) and revenue management(RM) to have matured product. ☁ E2E product governance start from CI to CD, Prototype, Developments, Launch, Product Rollout, Success metrics & Improvement cycle, market research and P&L Skills: UCC, CPaaS, CCaaS, Genesyc CX/Engage, MS TEAMS DR/OC, Global SIP, CISCO IPT, Google Adword, Amazon DC/Chime
Jio
20211 yr 8 mosAug 2022

Mumbai, Maharashtra, India

☁ Proactively drive to identify new product business, market study-GTM, Develop, Design, Delivery and PLDC- product cycle ☁ Working with leadership to productized and launch new product from concept note to product into market with the help of Engineering, Vendor and Solution Delivery. ☁ Working with partner like Microsoft,Cisco,Google,Zoom to launch multi flavour enterprise product like MS TEAMS DR, CDN, Amazon Connect, Genesys CX, Google Ws, IDC(Data Center), Unified Cloud Collaboration and IOT. ☁ Capturing Business requirements (BRD/PRD), adhere regularity compliance, design architecture(HLD/LLD), define product life cycle, system integration testing (SIT) and revenue management(RM) to have matured product. ☁ E2E product governance start from CI to CD, Prototype, Developments, Launch, Product Rollout, Success metrics & Improvement cycle, market research and P&L Skills: Voice SIP, Tollfree, UCC, CPaaS, CCaaS, Genesyc CX/Engage, MS TEAMS DR/OC, CISCO IPT, Google Adword, Amazon DC/Chime
Tata Communications
Oct 20119 yrs 8 mosMay 2021

PMO-SME | CCaaS & UCC Collaboration l Enterprise Voice, DC, Network Solutions Expert Experienced Product & Technology Management Office (PMO) Specialist and SME with 12+ years in Unified Communications (UCC), Contact Center (CCaaS/CPaaS/HCS), and Global Voice Solutions. Skilled in delivering large-scale enterprise collaboration technologies for Fortune 500 clients across BFSI, IT, Telecom, Energy, Manufacturing, and Oil sectors. ✅ Expertise: Microsoft Teams (DR/OC/Partner), Skype for Business, Cisco Webex, Amazon Connect, Google Voice, SIP/Voice Deployments, Cloud & Network Integrations (Azure, AWS, SDWAN, MPLS), and multi-cloud Contact Centers (Avaya, Cisco, Genesys Engage/CXcloud, Enghouse,Aspect,Nice, COSMOCOM, iNTalk). ✅ Highlights: Managed & Delivered: 5K+ Global Voice & Network customer, 40K+ UCC(Skype,Teams,Lync, zoom,amazon) ,10K+ Contact Centre customer globally. Supported enterprises like General Motor, America Bank, HSBC, Pernod Ricard, Cognizant, ThermoFisher, Maersk, HCL, JP Morgan, MacDonald, UPL, Altisource, CTS, Roquette, and more. Drove adoption of Microsoft, Cisco, Amazon, and Google PSTN voice collaboration platforms, achieving higher CSAT, ROI, and business efficiency
Pac-West Telecomm
201110 mosOct 2011

✔ Leading engineering and solutions teams to design, configure, and manage global voice and enterprise customer networks across the United States. ✔ Specialized in end-to-end solution design, configuration, fault management, and performance optimization for large-scale telecom networks. ✔ Experienced in managing Genband C3, Siemens EWSD/TDM, Genband S3, and Cloud Telastic SBC networks across multiple U.S. locations. ✔ Expertise in handling call-related issues, configuration, performance tuning, and escalations from NOC teams and inter-carrier partners. ✔ Skilled in provisioning Routes, Trunk Groups, SIPTG, DID (Dialer Access), IPPBX, PRI, PSTN, DS3/OC3, leveraging Unix and SQL scripting. ✔ Accountable for numbering plans, routing, dialing, signaling, and trunk group planning as per enterprise and carrier requirements. ✔ Strong collaboration with Client Carrier Relationship Managers (CRMs) to enhance performance through Least Cost Routing (LCR) strategies

Education

University of Mumbai

B.E., Electronic & Telecommunication

University of Mumbai

20053 yrs2008
University of Mumbai

DIPLOMA, ELECTRONIC & VIDEO ENGINEERING

University of Mumbai

20023 yrs2005

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Headline

Technical Leader & SME – IT Infrastructure | BFSI | Enterprises | Telecom | Cloud | Data Center | Network

About

A seasoned Professional with experience in handling Complex Roles like Product Management, Solution Architect, Service Delivery Lead, Presale Technical Lead, On-Boarding Specialist, Transition Manager, Project Manager and Migration Specialist. ▪️Product Management❖ Solutions & Service Designs ❖Service Adoption & Transition ❖PMO-Program & Project Management ❖Partner and Vendor Management Certifications▪️ PRINCE2✶ITIL ✶CSM(Scrum Master)✶SAFe®5 agilist (Product Owner Product Manager)✶ Microsoft✶AWS✶GCP✶ ▪️An Ardent Individual with strong Business Acumen, skilled to Perform in Global Environments with Diverse Cultures and responsible for managing deployment of services including: ✶Cloud Unified Communications Services: ☁Microsoft: O365, MS TEAMS Direct Routing,Azure-ADFS,Federation-Hybrid setup,Skype for Business-Onprem,MFA/MDM Setup,Report-Call Quality Dashboard(CQD). ☁CISCO:Cisco Webex Calling,Webex Meetings and Webex Teams ☁Cloud Interope:Amazon Connect,Poly RealConnect,AW365, Microsoft CVI, BlueGene, Starleave,Zoom, Audiocode-Avaya etc. ☁Hosted Contact Center:Enghouse,COSMOCOM,CISCO Collaboration,Avaya, Genesys. ✶Network Deployment: ☁ Global Voice SIP with PSTN DID,LNS(local no's),Tollfree,UFIN and Manage number Porting with global teleco carrier asper respective country regulations. ☁ Azure/AWS-Cloud network(express route) delivery asper feasibility, Media Cloud Event Solutions, GVPN,MPLS, DIA(Direct Internet Access),Zscaler,vUTM(Threat Management),SDWAN,IPSEC-Security models as per the low-level design solution.

Location

Mumbai

Work experience

VP- Head Team IT Infra Technology and Operations Service at Kotak Mahindra Bank, May 2023 - Present · 3 yrs 2 mos, Managing Technology, Product, Engineering, and Operations Services across Kotak Mahindra Group-supporting critical business domains including Consumer Banking, Private Banking, 811 Business,Treasury, Securities, Wealth Management, Real Estate, Prime, Consumer Durable, and Loan Business. Skills: CCaaS, CPaaS, Unified Communication, Voice SIP/PRI, MPLS/SDWAN, Office Tele, CEC IT, Chatbot & Voicebot (conversational UI), WFM, Connector, Digital Workplace, Microsoft, Amazon, Meta, Cisco, Aspect, Nice, Verint, Genesys Engage/CX, Nuance,Novelvox,SFDC,Citrix,Remedy,ServiceNow, Cloud Branch/Bank, CRM along with Infra Audit, RBI,IRDA,SEBI,TRAI,DOT- Regulation & Compliance Management. ✅ Core Expertise: ☁ Contact Centers (CCaaS/CPaaS/Hybrid): Multi-channel solutions with built-in security, audit, and regulatory compliance. ☁ Enterprise Networks & Voice: SD-WAN, MPLS, SIP, global voice, and BFSI-grade secured connectivity with regulatory adherence. ☁ Data Center & Cloud: Hybrid cloud, DR/BCP solutions, and compliance-driven migration strategies (AWS, Azure, GCP). ☁ Digital Workplace: Microsoft Teams, Cisco Webex, Zoom, and Google Workspace with data residency & compliance controls. ☁ Governance, Risk & Compliance (GRC): Strong knowledge of RBI IT Guidelines, GDPR, PCI-DSS, ISO27001, SOC2, and BFSI data privacy mandates. ✅ Key Achievements: ☁ Led regulatory-compliant transformation of group contact centers to enhance CX and meet BFSI audit standards. ☁ Directed data center consolidation & hybrid cloud adoption with full alignment to regulatory and compliance frameworks. ☁ Delivered secure, high-availability networks ensuring business continuity, customer trust, and risk compliance. ☁ Recognized for driving compliance-first IT strategy, ensuring business growth while meeting BFSI governance and regulatory obligations. ☁ BFSI operations—integrating voice bots, speech recognition, transcription engines, CI/CD pipelines, and observability tools like Grafana

Sr Product Management- SME(Voice,Network,Cloud) at Airtel Digital, 2022 - May 2023 · 1 yr 5 mos, ☁ Proactively drive to identify new product business, market study-GTM, Develop, Design, Delivery and PLDC- product cycle ☁ Working with leadership to productized and launch new product from concept note to product into market with the help of Engineering, Vendor and Solution Delivery. ☁ Working with partner like Microsoft,Cisco,Google,Zoom to launch multi flavour enterprise product like MS TEAMS DR, CDN, Amazon Connect, Genesys CX, Google Ws, IDC(Data Center), Unified Cloud Collaboration and IOT. ☁ Capturing Business requirements (BRD/PRD), adhere regularity compliance, design architecture(HLD/LLD), define product life cycle, system integration testing (SIT) and revenue management(RM) to have matured product. ☁ E2E product governance start from CI to CD, Prototype, Developments, Launch, Product Rollout, Success metrics & Improvement cycle, market research and P&L Skills: UCC, CPaaS, CCaaS, Genesyc CX/Engage, MS TEAMS DR/OC, Global SIP, CISCO IPT, Google Adword, Amazon DC/Chime

DGM-Product Specialist(Voice, Network & Cloud) at Jio, 2021 - Aug 2022 · 1 yr 8 mos, Mumbai, Maharashtra, India, ☁ Proactively drive to identify new product business, market study-GTM, Develop, Design, Delivery and PLDC- product cycle ☁ Working with leadership to productized and launch new product from concept note to product into market with the help of Engineering, Vendor and Solution Delivery. ☁ Working with partner like Microsoft,Cisco,Google,Zoom to launch multi flavour enterprise product like MS TEAMS DR, CDN, Amazon Connect, Genesys CX, Google Ws, IDC(Data Center), Unified Cloud Collaboration and IOT. ☁ Capturing Business requirements (BRD/PRD), adhere regularity compliance, design architecture(HLD/LLD), define product life cycle, system integration testing (SIT) and revenue management(RM) to have matured product. ☁ E2E product governance start from CI to CD, Prototype, Developments, Launch, Product Rollout, Success metrics & Improvement cycle, market research and P&L Skills: Voice SIP, Tollfree, UCC, CPaaS, CCaaS, Genesyc CX/Engage, MS TEAMS DR/OC, CISCO IPT, Google Adword, Amazon DC/Chime

PMO-SME: Voice & Network Collaboration Services at Tata Communications, Oct 2011 - May 2021 · 9 yrs 8 mos, PMO-SME | CCaaS & UCC Collaboration l Enterprise Voice, DC, Network Solutions Expert Experienced Product & Technology Management Office (PMO) Specialist and SME with 12+ years in Unified Communications (UCC), Contact Center (CCaaS/CPaaS/HCS), and Global Voice Solutions. Skilled in delivering large-scale enterprise collaboration technologies for Fortune 500 clients across BFSI, IT, Telecom, Energy, Manufacturing, and Oil sectors. ✅ Expertise: Microsoft Teams (DR/OC/Partner), Skype for Business, Cisco Webex, Amazon Connect, Google Voice, SIP/Voice Deployments, Cloud & Network Integrations (Azure, AWS, SDWAN, MPLS), and multi-cloud Contact Centers (Avaya, Cisco, Genesys Engage/CXcloud, Enghouse,Aspect,Nice, COSMOCOM, iNTalk). ✅ Highlights: Managed & Delivered: 5K+ Global Voice & Network customer, 40K+ UCC(Skype,Teams,Lync, zoom,amazon) ,10K+ Contact Centre customer globally. Supported enterprises like General Motor, America Bank, HSBC, Pernod Ricard, Cognizant, ThermoFisher, Maersk, HCL, JP Morgan, MacDonald, UPL, Altisource, CTS, Roquette, and more. Drove adoption of Microsoft, Cisco, Amazon, and Google PSTN voice collaboration platforms, achieving higher CSAT, ROI, and business efficiency

Team Lead - Network Engineering at Pac-West Telecomm, 2011 - Oct 2011 · 10 mos, ✔ Leading engineering and solutions teams to design, configure, and manage global voice and enterprise customer networks across the United States. ✔ Specialized in end-to-end solution design, configuration, fault management, and performance optimization for large-scale telecom networks. ✔ Experienced in managing Genband C3, Siemens EWSD/TDM, Genband S3, and Cloud Telastic SBC networks across multiple U.S. locations. ✔ Expertise in handling call-related issues, configuration, performance tuning, and escalations from NOC teams and inter-carrier partners. ✔ Skilled in provisioning Routes, Trunk Groups, SIPTG, DID (Dialer Access), IPPBX, PRI, PSTN, DS3/OC3, leveraging Unix and SQL scripting. ✔ Accountable for numbering plans, routing, dialing, signaling, and trunk group planning as per enterprise and carrier requirements. ✔ Strong collaboration with Client Carrier Relationship Managers (CRMs) to enhance performance through Least Cost Routing (LCR) strategies

Education

B.E., Electronic & Telecommunication, University of Mumbai

DIPLOMA, ELECTRONIC & VIDEO ENGINEERING, University of Mumbai