Onsite Contractor
British Telecom
مجموع سنوات الخبرة :32 years, 5 أشهر
Service Manager for BT Global Services - Finance Vertical
Working with global customers and Support Vendors.
Interfacing with teams spread across Australia, Sri Lanka, India, UK, US and Brazil.
Ensuring that User issues are prioritized and feasible solutions provided.
Tracking Defects and Bugs and getting solutions and fixes aligned to releases.
Monitoring daily progress of tickets and following up with trailing cases.
Ensured minimal impact on Business and robust growth backed by strong support processes.
Enabled customer to rise to leading position within 3 years of Telecom operations (Customer growth targets for 3 years achieved in the first 3 months of operations).
Enabled customer to achieve largest Direct Retail presence in the country.
Supported customers highly aggressive growth plans with short and agile deliveries. Customer now has the largest portfolio of Telecom Products & Services in the country.
Delivered and managed scalable architecture due to which customers Retail and Call Centre growth was managed without any disruption or performance impact to business.
Supported Integration of IT stack with new Payment channels in 24x7 modes.
Delivered High Availability portal using Agile methodology efficiency.
Integrated Portal with Telecom BSS and OSS systems enabling real time customer order management system.
Integrated Portal with Customers Trouble Ticketing system to provide state of the art Business Support for remote support.
Integrated Portal with Online payment gateways to give realtime revenue collection.
Capability Lead for Portal / Web Analytics to meet Organization objectives.
Won new business for the capability.
Enhanced Open Source products for business enhancement.
Setup offshore based analyst Center.
Special Taskforce Lead - to stop customer turn around for British Telecom - Consumer Portal.
Brought in 5% increase in “Customer Satisfaction” and increased success ratios of select E2E journeys from 70% to 98%.
Led RCAs for customer complaints and drove design changes to mitigate customer issues.
Worked actively with Business and Design stakeholders to strike the right balance in the assigned task.
In-Life Manager (Managed 24x7 Operations and Service Management function) of British Telecom - Consumer Portal.
Successfully converted the engagement into a “Managed Service” bringing increased benefits to customer and organization using best of breed management techniques.
Transitioned major operations activities from Europe to India and brought cost efficiency to business.
Setup On-call and Out Of Office support as per European standards in India.
Ensured that Response and Resolution SLAs were met from offshore.
Ensured business continuity and performance was not impacted during transition to offshore.
E2E Test Co-ordinator for BT Retail Consumer Portal.
Ensured that all components were aligned as per delivery road map
Ensured that test environments were built with correct release versions
Where not feasible suitable test harnesses or workarounds were arranged in advance.
System Integration Tester
Worked with BT Retail and BT Wholesale Work Manager program.
This program was using software tools to remotely manage field engineer task scheduling.
It was my task to test OTA delivery of soft tools to engineer laptops and also ensure jeopardy access was built into the system.
I would be required to prepare special laptop builds for remote delivery.
Component Tester for BT Multimedia Systems Integration Lab.
Task was to test individual message component using various communication tools - i.e. SMS, PSTN, Mobile, Fax etc.
This system was a pioneering attempt to give "Global" messaging and communication system to Business.
Building & Testing of Marketing concepts using variety of Rapid Prototyping and testing techniques.
Endurance testing of pilot Production samples.
Strengthen Vendor manufacturing process to suit mass production.
Setup of Assembly line for mass production of new Product.
Define after Sales Service parameters for launch of new Product.
Build Soft Prototypes for Marketing concepts using CAD and Rendering tools.
Design, Development and Testing of Automobile Components for Mahindra range of MTVs.
Designing using CAD & CAE software.
Submit design for prototyping
Mold / Press Tool design using CAM software
Interfacing with Vendors and Ancillary manufacturing units
Bachelor of Mechanical Engineering, Bombay University, India, 1990