OPERATIONS SUPPORT LEAD
ROUTE MOBILE LTD
Total years of experience :9 years, 11 Months
Worked as an SMC (Service Management Center) Team Lead for 365squared and provided 24/7 managed services.
365squared is a premier European headquartered SMS Monetization Value Added Services brand based in (Malta).
We help our clients (Mobile Operators) generate additional revenue using a combination of sophisticated technology and our management skills. Our undertaking was to enable the mobile operator community to generate revenue from A2P messaging streams at no additional cost whilst securing content for their subscribers to deliver an enhanced user
experience.
Worked as a central point of contact (POC) between the customer and the internal engineering functions for SAP
Digital Interconnect, a division of SAP (NYSE: SAP) A2P (application to person) business. SAP Digital Interconnect
provides mobile operators with unparalleled capabilities in global messaging interconnect, data roaming, and an array
of IPX-based services, and enabling enterprises to engage with their consumers, through innovative mobile marketing
and communication solutions.
I used to undertake activities to restore normal service operations as quickly as possible while minimizing adverse
impact on business operations.
My duties were:
◦ Provide 24*7 Support to Global Customer(s) for their Global A2P Enterprise Messaging Issues.
◦ Determine the nature of the problem and its impact.
◦ Provide initial assessment of all Incidents and make the first attempt at Incident resolution.
◦ Facilitate bridge calls for major incidents with Vendors, Clients, and Support Teams.
◦ Deal directly with simple requests and complaints.
◦ Monitor and escalate all incidents according to agreed service level agreements (SLA).
◦ Working with various internal departments to develop and manage a resolution action plan.
◦ Ensure internal communication occurs according to defined standard operating procedures (SOP).
◦ Engage and manage resources as necessary to identify the root cause of a problem with a workaround or
permanent fix.
◦ Performing UAT (User Acceptance Test) using software tools (CSG Assure, Device-Anywhere & SAP internal
Test tools) to identify the route quality, stability in terms of cost & working and ensure that the message traffic
flows as expected.
◦ Communicating directly with all suppliers worldwide to generate better performance and help them identify their
faults & fixtures.
◦ Taking charge of customer meetings, i.e. virtual & on-site for the sole purpose of understanding customers
technical requirements & correctly knowing their future propaganda. Proposing different tool insights and in-depth
knowledge of day to work of our teams.
◦ Updating route configuration for customer accounts to ensure smooth traffic.
My duties were:
◦ Logging, categorizing, and prioritizing all calls and Incident tickets raised by Customers, Operators, and
Internal Departments depending upon their severity.
◦ The first-line investigation, diagnosis, and resolution of incident tickets raised by customers.
◦ Managing the lifecycle of incidents and service requests by an immediate escalation of tickets to internal/
external teams.
◦ Engage and manage resources as necessary to identify the root cause of a problem with a workaround
or permanent fix.
◦ Supporting issues that are escalated by Ticket Analyst.
◦ Chasing and tracking of escalated tickets with Telecom Operators / SMSC (Short Message Service Center).
◦ Keeping customers informed on the status of incidents and service requests.
◦ Providing resolution of technical issues as appropriate.
My duties were:
◦ Record incidents as tickets and ensure that the incident ticket contains a proper description of the problem with
correct severity.
◦ Responding to customers with an appropriate estimated response from the Service desk queue.
◦ Monitoring service desk queue and ensuring support team is aware of high priority incident tickets generating
in the SAP CRM system.
◦ Handling message extract requests from customers.
◦ Handling standard routing and IP whitelisting/blacklisting requests from customers.
◦ Performing mobile number blacklisting/whitelisting requests from customers.
◦ Generating shift handover reports to inform the Service Desk team about any major incidents, any tickets that
need urgent handling, and any tickets that are about to breach SLA.
– Santacruz,
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