Assistant Vice President - IT
HDFC Ergo General Insurance
Total years of experience :25 years, 11 Months
• Build & implement Service Management Framework from scratch. Lead ITSM operations & strategy and drive operational initiatives with IT service partner, managing the IT operations.
• Oversee Service Desk operations, ensure effectiveness of incident management & major incident process. Define communication, escalation & stakeholder management.
• Spearhead Problem management function - review & approve RCA and ensure that corrective & preventive actions are executed within the defined timelines.
• Steer the change management, conduct CAB, review & approve changes.
• Develop & define SLA/KPI metrics, review & strengthen ITIL processes. Set up governance for periodic evaluation of SLA/KPI(s), service performance, SLA management and best practices for continuous service improvement.
• IT Budgeting & AOP - develop, manage & track IT dept annual budget & report monthly spend dashboard.
• Oversee IT Procurement, vendor management, vendor evaluation, reviewing of agreements and SOW. Rollout RFP & manage activities pertaining to new engagements.
• Project Management - Rollout of Genesys IVR Solution, Chat Bot, Email Bot and RPA implementation.
• People & Stakeholder management - Collaborate with multiple teams across verticals & drive IT service delivery
• Manage IT operations and Service Delivery for IDEA Cellular & Vodafone India - strategic outsourcing project of IBM under GTS (Global Technology Services).
• Responsible for providing application & infrastructure support. Manage end user support (EUS), review Remedy Incidents and service request resolution and SLA.
• Instrumental in successful execution of launch projects - IDEA cellular Orissa & Assam circles, responsible for recruiting & managing the IT function and support business in setting up new infrastructure and existing application portfolio during launch.
• People management - Lead a cross competency team and ensure daily operational activities, ITIL / ITSM process adherence, issue resolution is carried out.
• Drive Demand Management by pro-actively analyzing business requirements and create new opportunities through CR process. Underpinning the delivery and rollout of new transformation project by PMO.
• Business Engagements - Participate in multiple business forums, engage with business, conduct cross functional meetings including zonal & branch visits. Build and manage customer relationship.
• Manage both technical and commercial aspects of Revenue Assurance for GSM, fixed line, data and IPTV
• Build Revenue assurance architecture from scratch, develop RA framework across entire Revenue Management Chain and Verticals.
• Create mechanism for performing RA audit & checks, analyze revenue gaps & quantification of loss / revenue plugged.
• Execute Fraud/Risk analysis, RA reconciliations and validations (prepaid & postpaid) and Design RA reports requirements and implement control points to mitigate the risks.
• Head Revenue Assurance for TTSL’s UP East and UP West States Circles. Ensure complete Revenue Assurance processes and controls across both circles.
• Responsible for end-to-end Reconciliation (Switch-AMD-Billing) on CDR transfer, MOU, active subs, calling level, value added services and reject call analysis and processing.
• Execute Network Assurance and Interconnect billing assurance & Revenue Assurance/ Fraud/Risk Audit.
• New Product Launch Risk assessment & UAT prior to commercial implementation.
• Manage the complete ISP billing operation and perform bill cycle run. Manage MS SQL database and ensure data replication across branch office.
• Develop MIS for sales and management reporting with billing analysis and impact analysis on revenue and customer base with respect to new plans.
• Perform bill run and Resolve erroneous or not billed customers problems, pulled out before bill run. Allocate the resolved customers to an appropriate schedule for Bill run.
• Has been part of the Billing team of IDEA, and later selected as a key member of newly formed corporate revenue assurance department.
• Work on BSCS billing system, Comptel Mediation provisioning system and Ranger Fraud management system. Has been part of Billing System migration project and implemented the mediation provisioning system.
• Execute bill cycle run, new bill plan configurations, accountable for managing the Comptel mediation provisioning system.
• Responsible for complete management of FMS and facilitating changes in Fraud management system.
• Implement Revenue Assurance checks across all five IDEA Circles, which include, Bill plan configuration checks on BSCS, Rejection analysis, Roaming reconciliation, network and Interconnect assurance and technical validations at Ericsson prepaid platform, Mediation filtration rule check etc.
• Perform reconciliation between Switch-Mediation-Billing on TT file transfer and MOU, check prepaid tariff configurations, do prepaid revenue analysis on roaming & value added services.
• Work on CABS billing system & Open VMS operating system. Perform bill cycle run including pre and post billing processes, do subscriber download, Tariff download and Call Rating.
• User Management on VMS Operating System - create/modify/delete user accounts, assign privileges, access restrictions, quotas and limits.
• Monitor system performance and processes. Perform Backups and file restoring as and when required.
• Develop queries using SQL statements as per user’s requirement. Conduct Induction for new users on Billing System.
• Carry out small quality projects to curb manual activities, improve time, quality, cost of IT operations.