Lead
AT&T Communications services PVT LTD
Total years of experience :18 years, 3 Months
Job Responsibilities
•Responsible for the requirements, testing, planning & implementation of new software, hardware & applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security.
•Provide technical solutions and project management and any/all functions involved in the provisioning, assurance, number administration, inventory, address qualification, and local number portability applications, processes and practices.
•Participating in software development project activities which include technical/business requirements and design, and technical writing including Methods & Procedures.
•Assisting in the coordination, evaluation and partnership with technology vendors, outside consultants and internal dotted line resources as needed.
•Responsible for process audit, development, troubleshooting, and implementation of Java based scripts for the Mobile Complete environment.
•Requirement Collection: Work with technical teams to understand requirements for scripts to be developed utilizing mobility services and the Mobile Complete solution.
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Initiatives and Achievements:
•PMO experience with good knowledge in preparation of Project Lifecycle Planning, Budget Planning, Resource Planning, PMO Requirements gathering, Effort Estimations, Pipeline Tracking, Cost Forecasting and Maintaining the PMO process for India.
•Insightful experience in Project Management activities with demonstrated success in Overall Project Coordination by execution of AS India’s PMO policies and procedures.
•Good communication, collaboration & analytical skills with proficiency at grasping new concepts quickly and utilize the same in a productive manner.
•Comfort in working with cross-functional teams, and interacting with people across hierarchical levels / globally for smooth project execution.
•Experience in generating project specific metrics for analysis, internal audits, providing QA status and progress reports as appropriate for top management.
•Job Responsibilities
•Business Analysis, Project Management, Partners Engagement, PSOW's, Customer Satisfaction, PMO Setup, Audit Compliance.
•Direct and manage project development from beginning to end.
•Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
•Develop full-scale project plans and associated communications documents.
•Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
•Liaise with project stakeholders on an ongoing basis.
•Estimate the resources and participants needed to achieve project goals.
•Draft and submit budget proposals, and recommend subsequent budget changes where necessary.
•Where required, negotiate with other department managers for the acquisition of required personnel from within the company.
•Set and continually manage project expectations with team members and other stakeholders.
•Delegate tasks and responsibilities to appropriate personnel.
•Identify and resolve issues and conflicts within the project team.
•Identify and manage project dependencies and critical path.
•Plan and schedule project timelines and milestones using appropriate tools.
•Track project milestones and deliverables. Develop and deliver progress reports, proposals, requirements documentation, and presentations.
•Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
•Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
•Define project success criteria and disseminate them to involved parties throughout project life cycle.
•Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
•Build, develop, and grow any business relationships vital to the success of the project.
•Develop best practices and tools for project execution and management
Incident Management, Change Management & Release Management:
•Actively drive down repeat, service- impacting failures.
•Provide full support, ensuring that all incident and problem management issues are followed through successfully by full liaison with related stakeholders and support teams, and ensuring that all incidents are followed through to completion and resolution in a timely manner.
•Responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols.
2. Problem Management & Configuration Management:
•Ensuring effective implementation of problem management process
•Coordinating with the Client and other Departments for faster and effective resolution
•The process has been well understood by the team and it is being followed correctly
Overall Support:
•Coordinating installment, checking and maintenance of proper functionality of hardware/software, servers, network and security firewalls required in the project.
•Co-ordination with SDP (Service Delivery Platform) IT Helpdesk and other Stack holders to resolve Trouble Tickets as per defined SLAs (100% Trouble Ticket Resolution within SLA).
•Managing, evaluating and preparing Reports that includes SLA, Targets, Planning, Problem and Configuration Management for better and clear understanding and coordination with all the Departments, IT Heads, Stack Holders and the client.
•Coordinate in determining benchmark figures for project implementation and decision documents for project release.
•Produce technical, business and economic feasibility studies for project ideas.
•Plan project progress \[define sub goals, milestones and tasks, time and resource planning\].
•Monitor project progress and success \[assess risks and hazards to the success of the project and take appropriate measures for avoidance\]. Document project progress \[project file, project log\].
•Present and document interim results cooperate with management, customers and steering committees, carry out reviews. Cooperate in the development of the marketing strategy for the project. Hand over project results, draw up final project report. Analyze and process the project experiences \[best/worst practice\].
•Provide innovative approach / process to improve overall operational performance of the team.
•Up to date maintenance of Communication Matrix and Messaging tool.
•Liaison with Resource Manager to get the right resource allocated to the right profile for effective and optimum utilization of the resources to complete the Project on time.
•Manage project personnel responsible for implementation of the project tasks \[hold and chair regular works meetings, motivate staff, manage conflicts and crises\].
•Preparing MIS Report for the Team Performance, Track Records and circulation of the Reports to the Management and the Client
Operations, Technical Support Business Unit. Lead a team of 25 Technical Support Specialists, Telewest/Maple, and Virgin Media.
•Job Responsibilities
•Handling escalated calls which cannot be resolved by first line agents, Ensuring compliance to call back metrics by raising tickets with Onshore Virgin Media departments and following the ticket to closure, Liaising with the Quality and V&L teams to identify improvement areas for the team and then work in co ordination to cover the gaps.
•Exceeding expectation on Key Customer facing metrics like CSAT, FTR, AHT, etc
WNS (We Nurture Services), Operations, Customer Support Business Unit.
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