PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• The Infrastructure Services Solution Manager role is responsible for the development of technical GTS Infrastructure Services solutions.
• Spend 20 - 40% of their time interfacing directly with the client.
• Responsible for the overall success of the solution design and cost development in a technology specialty.
• Provide leadership and initiative to deliver new and complex high quality solutions to clients in response to varying business requirements.
• In corporate in-depth knowledge of leading-edge products and technology in conjunction with industry and business results.
• Utilize a combination of Confidential standard and custom solutions and develop complex, multiple year, custom solutions and associated cost cases, all with the goal to ensure consistent delivery of high quality services and/or solutions which meet client business and technical requirements and fulfill Confidential 's obligations. key player within the engagement team collaborating on innovative ideas using proven approaches to deliver a winning solution.
• Plan&Control, Discover and Design Using Confidential Data Center & Cloud migration Methodology.
• Discovery, client workshop & early planning.
• Develop solution assets & best practices across all Geos for migration of cloud
• Develop migration solution e2e, Cloud & Solutions.
• Completes Business Case and gains account concurrence
• Identifies compliance plan for client architectural requirements / compliance around security, network, shared services, DR/Backup
• Identifies simple HCX migrate workloads

Confidential

Responsibilities:

• Managing the technical team of 30+ engineers that includes L1/L2/L3, SME's and Team Leads.
• Working on complex problems reported by end users, Optimizing the performance of the server.
• Deploying infrastructure i.e hardware, software, application products and maintaining them.
• Vendor management of different product of my portfolio.
• Managing implementation of medium to complex product upgrades and/or medium to complex security compliance patch, backup and recovery operations.
• Work towards optimization of repeatable tasks and steps across multiple accounts within a pod. This may require creating documentation or scripts that can be used to solve the same problem in the future.
• Support problem and change tickets for client support operations for work involving problem determination and implementation of changes to hardware, software, applications or network systems. These tasks consist of the most complex and nonstandard work and require independent thought and problem solving to resolve.
• Integration and deployment of charging gateway and messaging gateway/SMS gateway with the content provider.
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
• Executing Security compliance activities.
• Handling Audit and control activities of VAS applications.
• Capacity planning of Application Subsystems.
• Performance analysis and tuning of application.
• Providing support for VAS Application.
• Manage the communication of new or recurring problems to product management, product development, customer-facing Managers and customers.
• Handling critical system down issues.
• Discussion with customer and Product Architect on new features and functionality.
• Ensuring the smooth operations of Messaging, Charging & Promotional app.
• Handling content provider integrations.
• Installing Fix patches on Gateway to ensure better service delivery.
• Installation /up-gradation of Gateway Application.
• Resolution of Content provider complaints and root cause analysis.
• Handling customer complaints forward by the CSD /Technical team.
• Participate in technical issues involving external teams and customer.
• Vendor coordination and support management.

Confidential

Responsibilities:

• Managing a team of 6 support engineers.
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
• Manage the communication of new or recurring problems to product management, product development, customer-facing Managers and customers.
• Providing Demo to end customer on various UIM Application via Webex.
• Providing support for executing POC.
• Providing Tier -3 Backline support to end customer across the globe which includes providing the solution on the issue reported by the customer which are not resolved by level- 1 and level -2 teams, re-simulation of an issue in Lab, Troubleshooting etc.
• Deploying CA Unified Infrastructure Management which includes installation of NMS, SLM and UIM Products.
• Providing RCA on Hotfix issues reported by a customer.
• Providing inputs to Internal QA Team for including test cases based on customer reported an issue which is missed by QA during Quality assurance of Application.
• Discussion with Product Manager and Product Architect on new features and functionality.
• Coordinate with Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
• Coordination with a different team located at Fort Collins.
• Simulating issue on multiple platforms like Linux, UNIX, and Windows etc. based on customer environment.
• Delivered onsite (USA) and offshore training for various products of Confidential .

Confidential

Technical Lead

Responsibilities:

• Preparing site preparation plan, Customer questioner, and IP Plan.
• Platform installation i.e Next Gen Platform (a Customized version of Redhat) including HotFixes.
• Installation of Telepath SMSC including the latest Service Pack and Hotfixes.
• Integration of Telepath SMSC with Core Network element over Sigtran and ESME for SMPP traffic.
• Making system ready for RFA
• Customization & performing CATP along with the customer.
• Making the new system go live and providing stability period support to the customer.

Confidential

Technical Lead

Responsibilities:

• Creation of Site preparation plan, Customer Questioner and IP Plan along with the customer.
• Hardware installation onsite along with HP Engineer and make the system power on.
• Platform installation i.e Next Gen Platform (a Customized version of Redhat) including HotFixes.
• Installing Telepath software/applications including Hotfixes.
• Migration of old configuration and application to new hardware from 2750 to latest version.
• Migration of old database messages from 2750 to latest version.
• Integration of Telepath SMSC with Core Network element over Sigtran
• Making system for RFA
• Customization & performing CATP along with the customer.
• Making the new system go live and providing support.

Confidential

Technical Lead

Responsibilities:

• Ensuring the smooth operations of all VAS nodes like GPRS (SGSN/GGSN), SMSC, ADC, PRBT etc.
• Configuration of Gb links between SGSN and BSC and APN uploading.
• Configuration of the shortcode.
• Configuration of APNs on the demand of TSG.
• Resolution of faults in VAS nodes servers with the help of Unix/Solaris Commands.
• Resolution of subscriber complaints and root cause analysis.
• Server Administration
• Ensuring the required uptime and service levels for VAS nodes/services by effective O&M for the nodes.
• Coordination with internal customers for the smooth operation of VAS nodes.
• To ensure process compliance for VAS project.
• Business Configuration and planned work on VAS.
• Providing Technical support to regional teams for O&M support whenever required.
• Customer complaints handling forwarded by Local teams
• Trouble-shooting of nodes (MIPs, IVRs. WW servers) based on alarms received on HP OVO.
• Configuring and updating IVR contents regularly for all the regions based on the content changes.
• Sending trouble ticket to node owner for any deviation in node using tool ER (Ericsson Resolution).
• Generating various reports related to Network Traffic for better performance such as Daily Download Report, Daily IVR usage, Network Outage, Revenue Report etc. and send it to the customer on daily basis.