IT Head - Application operations, infrastructure management and business intelligence
Vodafone Qatar
Total years of experience :17 years, 10 Months
Key Projects to Credit:
• Oct 2018 - Present: Project: Vodafone Qatar / Assigned Role: Service Owner (IT Operations)
• June 2017 - Oct 2018: Project: Vodafone Technology Shared Services (Vodafone, Ireland & Vodafone Qatar) Assigned Role: Deputy General Manager
• Served as Vodafone’s top technology architect, established essential IT services including Infrastructure, data center, unified services, critical applications and the IT roadmap.
• Played a pivotal role in managing FIFA World Cup Event successfully with “Zero” IT Design, Security and Operations defects. KPIs achieved as included but not limited to below:
1. Online Digital Applications (MVA & Website) Availability >99.9% with less than a second response time as ODS backend managed in a well manner.
2. Campaign Management - 100% Availability with over 400M successful transactions.
3. KeyBS - 100% Availability with over 2M successful customers transactions.
4. ECR Prepaid Channel - 100% Availability with over 375K Successful activations during FIFA
5. Bulk SMS - 100% Availability with Over 250M successful SMS Transactions.
6. CRM KPIs - Order Success Rate >99.6%, Availability - 100%, Successful Sales + Work Orders - 900K, USSD Channel - 100% Availability, Data Warehouse reports - 100% Availability and all reports dispatched within SLAs with high Data Quality, no escalations from CEO throughout the FIFA Period, Fixed Line Orders - Over 5K Orders completed with 0% failures. Payments - Over 700K successful payments, zero incidents from CXO.
7. All other order types i.e. prepaid to postpaid, post-pre, SIM swap, MSISDN swap, Disconnection orders, Home move orders, TON orders, Barring and Unbarring orders completed 100% without any customer complaints.
8. Bulk pre-activated Orders - Over 1.1M prepaid bulk activated MSISDNs created as Corpus numbers to suffice the FIFA requirements.
9. All BSS/ OSS applications availability at 100% along with Billing & regulatory KPIs - all 3 Bill Cycles during FIFA are completed within SLA time. This was achieved irrespective of VPN disconnection which was the key achievement.
10. Strengthened Monitoring
11. Managed changes during FIFA World Cup in a best manner without impacting the business and defects.
12. Security & OS Patching applied to achieve zero Security incidents during FIFA World Cup.
• Instrumental in delivering a network QoS enhancement program, to deliver a “Best in Test” certificate in a public benchmarking exercise among all Network Operators.
• Successfully introduced an agile model in IT, resulting in driving operational excellence; highly scalable and reliable systems infrastructure- Time to market enhanced by 65%, 12 agile delivery teams, 70+% cloud-native apps.
• Shouldered onus to the rising challenge of delivering seamless technology services in the telecom sector, this is evident from the astounding 99.5% success rate of new projects' operational handover.
• Strategic and operational ownership of IT services and infrastructure. Managing Application Operations (AO) - Sales, Service delivery (provisioning, inventory management & activations) Service Assurance & Billing.
• Managing Infrastructure Management (IM) - HP-UX, LINUX (ORACLE & REDHAT), SOLARIS, UBUNTU & WINDOWS operating systems, VMWARE infrastructure, database, backup and storage management.
• Managing Business Intelligence (BI) based reporting - OBIEE, BIGDATA, GOLDEN GATE, DATA WAREHOUSE, ODS management. Changing BI reporting architecture to get the right reports at right time.
• Leading the way in evangelizing winning technologies. Managing Non-BSS applications development and operations - Security-based IT applications, Oracle ERP (Procurement, Supply Chain Management, HRMS and Finance), BPM (Business process modeling), IBM campaign management, online sales channels, Bill formatter, Number management, USSD, Contact Center IVR services.
• Served as a technical expert on E2E Design / Solution Blueprint development, ensuring compatibility, interoperability, stability and usability of solution architecture.
• Under my leadership drove the era of transformation whilst managing technically advanced cost-efficient, state-of-the-art systems & processes, in line with Accenture's innovative business plans.
• Hand-selected as onshore Program Manager for managing Oracle RODOD system for Vodafone, UK.
• Managed RODOD based OSS/ BSS Order management teams like Siebel, FMW, UIM, OSM, BRM, ASAP, external applications, and Network Ops teams to store the supplementary services. This included Order management on Mobile, Fixed Line, TV and VoLTE orders.
• Managed over 100 workforces from on & offshore. Inspiring and challenging manager of people, efficaciously enrolling team to vision and implementing a business sensitive enterprise architecture framework.
• Entrusted to achieve target orders success rate of 99.5% on Porting & 98% of SLA on postpaid and prepaid orders.
• Proffered technical vision, leadership & oversight for end-to-end delivery of multiple large and small complex strategic IT projects and programs to meet evolving company needs.
• Headed a dynamic Designers team to implement a new solution, enhance existing functionalities, and help the Development team to resolve the Intelligent Network, network & provisioning-related issues to provide the right solution design.
• Managed team of 10 to 500, responsible for Pre-Sales - Bangalore Lab set up at OSS capability bay on Comptel, Axiros systems (Network Analytics), Netcracker, Cramer, Telecordia, Spatial NET, RODOD, RSDOD and AMDOCS cSpire provisioning and Activation applications, Quintiq workforce management, Service Assurance applications like Infovista, Netcool, Dataminer, BMC Remedy etc.
• Supervised onshore delivery - Client relationship management, Delivery management, financials/ schedule/ staffing management, release scope management for Australia, Middle East, Singapore and UK clients.
• Administered Oracle ERP implementation, 4 releases per year managed to deploy the major/ minor changes on ERP production.
• Established new ERP interfaces with new suppliers so that PO/ PR/ ARs and financial accruals can happen on time while ensuring the physical/ logical materials reach the warehouse.
• Serves as a functional Subject Matter Expert, streamlined and re-engineered various Systems and Processes- assessment of current ERP systems and transition, planning and implementing new ERP system for integrated operations, database migration and digital transformation.
• Managed RTM (Requirement Traceability Matrix) release over-release to manage functionalities and dependencies.
• Worked closely with the client and end-user to deliver complex high-quality solutions of over 100 million dollars.
• Elected as a Program Manager and led the Project Management team for AT&T client on a critical Ethernet everywhere, core mobile n/w mgmt. (GSM, CDMA & LTE) and VPN programs.
• Reported program status to AT&T Directors, IBM VP and DPEs.
• Managed 16 Project Managers teams across geo on Ethernet everywhere and AVPN programs.
• Telecom SME, managed Sales, Service Delivery, Service Assurance, billing applications development and maintenance, and logical & physical inventories of the network.
• Successfully delivered the first Ethernet project of 520 FTP size within 9 months.
• Delivered mission-critical, key complex projects - IPAG R1 to R5, activation & provisioning, real-time provisioning, quick hits.
• As Program Lead implemented Airtel SDP at Delhi. Implementation & Integration of IT apps with Telco network.
• Implemented One NDS (Network Directory Structure) Apertio (Now Nokia) application for Airtel, Delhi. Migrated 50M subscribers into One NDS in-memory database.
Project Lead -
Telecom applications outsourcing, professional services and Implementation & Integration). Managed System integration & Installation of various telecom software products like Apertio (Now NSN) one HLS, HLR, SIGTRAN applications in different geographies.
•One NDS (Network Directory Structure + HLR) System integration and implementation done for O2 UK, O2 Ireland, Bharti (Airtel) and MTNL Delhi - NDS integration with other MSCs and GMSC. Implemented Remedy ticketing system for O2 UK and then integrated with NDS to send the SNMP traps.
•Implemented Digital service assurance for O2 UK on air interface. QoS/ QoE KPIs management/ reporting.
•IBM server benchmarking done for Apertio products, full load testing done at IBM Server manufacturing center at Montpellier, France
M.E. (Digital Electronics), Sinhgad College of Engineering, June 2010
B.E. (Electronics and Tele-Communications), Walchand Institute of Technology, June 1999
D.E. (Electronics and Telecommunications), S E S Polytechnic, June 1996