Data Business First Line Support
vodafone
Total years of experience :11 years, 5 Months
Responsible for Internet Solution for USM Modems, 3G Routers, Adsl Technical and biling, Iphone, Blackberry, Andriod and windows 8 Phones.
Leading SIEBEL Support Team
Continuously drives service quality, service efficiency and customer experience through service improvement initiatives
Ensures compliance to Service Level Agreement and provides KPIs and reporting to address shortcomings and to drive improvements
Project requests for improvement initiatives
Drives service maturity, efficiency and customer experience through continuous service improvement initiatives during all stages of the service lifecycle
Demonstrates effectiveness of service improvement initiatives by appropriate KPI reporting
Enhance the process of the internet call center
Handle the projects of the internet call center
Enhance the quality of the internet call center
Improve the NPS
Improve the customer experience of the internet call center
Responsible for Siebel Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
Experienced in Telecom Domain
Experienced in Service Requests Module, Workflow, EAI & Siebel Loyalty configuration & development
Experienced in EIM component
Responsible for Siebel Data-Base 24/7
Deploying new releases for Siebel
Develop & deploy fixes on the production using e-script, shell script, JAVA & Javascript
Siebel Administration
Maintain global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
Deploying new services (Business/Web services)
Support for COTA application
Monitoring Siebel components & servers level using Shell-Scripts/RUEI-Application
Responsible for integration between Siebel & other applications or middle wares
Implementing & deploying new/fixed Siebel releases
Achievements :
Migration from Siebel HI to OPENUI
Solved all SIEBEL OPENUI issues on the production
Enhance the performance of the SIEBEL OPENUI to be same as HI
Developed a monitoring tool/KPI Report for Siebel
Developed a fixes for Siebel OPENUI
Redeveloped the service requests module for Siebel OPENUI
Implementing the integration between Siebel OPENUI & GENESYS IWD successfully
Solving EIM errors
Write a script that synchronize the activities on SIEBEL with COTA application
Fixing the crashing that happened on EAI if the requests are high by using pooling connection
Solving triggers issue on the production
Revamping PPBL (Prepaid Batch Loading) Job.
Responsible for TIBCO Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
Responsible for TERTIO Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
Responsible for ADSL PRO Application (Servers/Data-Bases)
Ensuring MNP Processes
Responsible for Radius Data-Base 24/7
Responsible for TIBCO Data-Base 24/7
Responsible for TERTIO Data-Base 24/7
Deploying new TIBCO applications/services/instances
Deploying new TERTIO configurations/service composers/application designers
TIBCO Administration
TERTIO Administration
Maintain TIBCO global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
Maintain TERTIO global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
Managing the integration between Siebel & TIBCO middleware.
Monitoring other applications processes & traffic using Shell Scripts/HAWK Rules
Using TIBCO logs in reporting for error trends.
Installations and components of optical fiber cables , Measurements (OTDR) and Designing of optical fibers Communication Systems , Splicing (Fujikura 40s , 50s & 60s) Optical fiber cables & Protection of Transmission Network and Digital Cross Connections.