Mar 2024 – Aug 2025 · 1 yr 5 mos · Pune, Maharashtra, India · Remote

Jul 2022 – Present · 3 yrs 8 mos · Pune, Maharashtra, India

Jan 2021 – Mar 2024 · 3 yrs 2 mos

• I was responsible for the establishment of accounts basically green field accounts. I built and lead service delivery teams for different customers and various locations whilst providing first level of support to look up production systems, ensuring it is green. Also, I followed the management process including incident management, production management and project management. Basically, I dealt with accounts associated with Europe and Middle Eastern regions.
• Additionally, I worked with stakeholders from domestic and global clients to ensure satisfactory services and played the role of a mentor and provided direction and technical expertise to team. I developed partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
• I advised and facilitated customers/proposals through strategic planning for transformation roadmap of support processes and technology solution. I ensured that clients’ satisfaction is always guaranteed and will consistently collated data on customer satisfaction, inquiry and complaint, and work development strategies to maintain or improve on the quality-of-service delivery and eliminate unnecessary delivery processes and administrative costs and procedures.

Apr 2016 – Jan 2021 · 4 yrs 9 mos

• Previously, I dealt with dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers. I assisted in early engagement with the Delivery and Solution Teams as part of the establishment team.
• I was involved in service desk, batch billing operations, and quality assurance provided by one single point of contact for Production Support Group. I am also responsible for planning and executing KT and ORT and OJT activities on behalf of the customer. I set expectations and alignment with the customer and internal partners to fully cover the end-to-end solution and get into the details of how the Amdocs offering will function and will be coordinated into the client environment.
• I have engaged myself to maintain pre-production till BAU and ensured smooth coordination and product stabilization for stakeholders of Amdocs.

Mar 2013 – Apr 2016 · 3 yrs 1 mo

• As the Group Lead, I led and built cohesive and cross functional teams and was responsible for transitioning of Billing Operations on 8.1 and managed Operations Readiness Testing.
• I have delivered leadership in devising and implementing processes and procedures to increase efficiency, productivity and visibility and enhance internal and external customer’s satisfaction. By continuously mentoring and guiding Philippines Local Teams on Amdocs My BSS for all activities under DCOPS (Billing, Batch, Monitoring, Shift Management, Change Management, Production Management) Engagement with customers regarding billing quality issues and E2E delivery of bills to the printing shop.
• Alongside handling Telkomsel operations, I have built up a team on almost 6 data centers and transitioned CCC operations from Indonesia to Philippines. I assisted the team in data center operation activities by coaching and mentoring, aiming to implement best practices from other accounts.

Aug 2008 – Mar 2013 · 4 yrs 7 mos

• As the Technical Lead, I was primarily involved in Ensemble and Enabler Prepaid Billing System and scheduling Maps. I documented running scripts on production and monitored Resource Utilization on servers, my accountabilities included advising on and executing administrative activities against the operations plans, to enable the achievement of the Technology strategy.
• I supported the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs. I effectively coordinated with colleagues to deliver required applications, systems and solutions for all end users, related to incident management, problem management, change and release management and vendor management.
• Additionally, I suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support. I supported the end-to-end projects that improve customer and employee satisfaction. I participated in automation and digitization, capacity planning, analyzing, reporting and investigating service performance metrics. I maintained relations with internal and external partners.
• I exchanged ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st and 2nd line teams and with suppliers on incident resolution.

Jul 2007 – Aug 2008 · 1 yr 1 mo · Pune/Pimpri-Chinchwad Area

• Working as DBA assistant for E*Trade Financials, one of the world's largest online bank.
• Installations of Oracle 9i Server on different OS
• Troubleshooting database backup/restore errors
• Installing and Administering Oracle products
• Creation of databases, schemas, granting priveleges to users
• Supporting and implementing new Oracle patches and upgradation of different versions