Global 24/7 Support Operations
Built and managed a $3.7M revenue-generating support organisation with 34 engineers across US and India, serving enterprise telecommunications clients including AT&T.
At TEOCO (formally AIRCOM International), established and managed a world-class 24/7 technical support organisation from the ground up. This department served major telecommunications clients including AT&T, delivering custom solutions and enterprise support. Generated significant revenue through both support services ($3M on a $20M project) and professional services ($700K in custom solutions). Built the team from scratch, implementing processes, training programs, and operational excellence frameworks. This role demonstrates strong leadership capabilities, revenue generation, and the ability to build high-performing teams across multiple time zones and cultures.
Built a scalable support organisation following ITIL best practices: 1. Tier Structure: Three-tier support model with clear escalation paths 2. Follow-the-Sun: 24/7 coverage with teams in US and India 3. Knowledge Management: Centralized knowledge base and runbooks 4. Metrics and Reporting: Real-time SLA tracking and executive dashboards 5. Continuous Improvement: Regular process reviews and optimization
- 24/7 global support coverage
- Custom solution development
- Executive reporting dashboards
- SLA management and tracking
- Tier 3 technical escalation
- Knowledge base development
- Training programme creation
- Process optimisation
- Change control management
- Data quality assurance
- Building a support organisation from scratch
- Establishing 24/7 operations across multiple time zones
- Managing cultural differences between US and India teams
- Meeting stringent SLAs for enterprise telecommunications clients
- Transitioning from startup to mature operational model
- Generated $3M revenue on $20M project through support services
- Created additional $700K revenue through professional services
- Built 24/7 support department with 34 engineers across US and India
- Successfully managed operations for 3 years before regional integration
- Established Professional Services team for AT&T engagement