Manager Service

Sujoy Hore

A-***, Supreme Estado, Baner l Pune, India l Phone: 880-***-**** l **************@*****.***

Summary

19+ years of experience in the Telecom Industry with current focus towards IVRS and Call Centre (CTI) solutions - Service Delivery & Project Management.

Presently working with IBM as Service Delivery Manager for Idea Cellular account and leading & managing the End-End Project Delivery & 24 x 7 Operations for the Cisco UCCE Voice (IVR & CTI) solution deployed in the engagement model

Has worked extensively as Subject-Matter Expert (SME) & led a team towards Designing, Planning, Implementation, Maintenance and Technical support for large scale deployments of Cisco Unified Communications solutions (UCCE) involving Gateways, PGW, ICM, Call Manager & Cisco Voice Portal (CVP) including building of Custom VXML applications on the same & integrating with multiple OSS / BSS. Key systems include Charging & Provisioning systems like SDP for VAS, CRM, BSCS, IN etc.

Front-Ending the Customer Business & IT teams, translating human language (Busines requirements) to machine language (Programmer's / Technical Support) & vice-versa

Worked in all the stages of Software Development Life Cycle (SDLC) - Requirement analysis, BRS & SRS Preparation, Solution Design, Development, Integration, Testing and Implementation.

System & Application Architecture design in a System Integrator role using appropriate methodologies (WSDL, XML over SOAP, EAI / JMS, JDBC etc.)

Pre-sales support including preparation of Technical Proposals and Effort Estimation.

Skills

Projects & Program Management

Managed Services Delivery (ITIL Framework)

Application Development & Maintenance (ADM)

People Management

Pre-Sales Support & Effort Estimates

Cisco UCCE (IVR & CCT)

Solution & Application Architecture Design

System Integration

Technical & Business Acumen

MIS & Data Analysis

Recent Awards

Team Excellence Award for leading Postpaid Self-Service Transformation (client M/s Idea Cellular Ltd.), 2015

Award of Excellence for preventing VAS Revenue leakages (client M/s Idea Cellular Ltd.), 2014

Client Value Outstanding Technical Achievement Award (IBM India Pvt. Ltd.), 2012

GTS Star Performer Award (IBM India Pvt. Ltd.), 2010

Professional Experience

IBM INDIA PVT. LTD. Pune, India

Service Delivery Manager, July-2010 to Present

Working in Idea Cellular (India) SO Delivery account managing the Service Line Ownership (Project Delivery & 24 x 7 Operations under Managed Services model) for the Telco-grade Voice Solution deployed handling approximately 6 million calls a day with 16,000 IVR ports & 8500 IP ACD seating capacity.

Sujoy Hore

Page 2 l Phone: 880-***-****

Selected Accomplishments:

Projects Delivery

Timely delivery of complex IVR & CTI Projects to quality & customer satisfaction and within the budgeted cost

Requirements Gathering, BRS & SRS Preparation

Preparation of Project Plan & Work Break down structure including identification & tracking for Dependencies, Issues, Risks & Tasks

Solution & Application Architecture, High-Level & Low Level Design

Translating the Business logic to programming logic to the development team for application code development in line with flexible Business requirements going forward

Back-End Integration design in a System Integrator (SI) role with different OSS / BSS using appropriate methodology (Web Service, JDBC, EAI Queue etc.) with synchronous / asynchronous communication

Vision to Concept, Concept to Roadmap, Roadmap to Design, Design to Delivery

System Integration (SIT) & User Acceptance Testing (UAT)

Migration Planning & Cut-Over with minimum or no downtime and ensuring Business Continuity

Major Project Delivery included implementation of Consent Gateway (CG) IVR - Single Stop Solution for all VAS activations (RBT, Non-RBT, RRBT), Idea Money for Idea Cellular as well as Platform (UCCE) upgrades, IN / CRM Integration, Prepaid & Postpaid Self-Service Transformation.

CSAT, Service Excellence & Revenue Recognition

Meet or exceed the Target & Minimum Service Level (TSL & MSL)

24 x 7 Operations Management ensuring all SLAs / TATs related to Incident, Problem & Change Management are met under the Managed Services model as per the ITIL framework are timely met within the client engagement model

Exhibited Strong Understanding of the Customer Requirements, issues & Business Logic and translating the same to the Development / Technical Support team

Systematic Improvement Plans – Conceptualize, Roadmap Creation to Design, Presentation & Approach Buy-in, Application Development Management till Deployment

Timely submission of Daily, Weekly & Monthly MIS & Data points including IT Dashboards, Weekly Review Dashboards & presenting the same to Senior management.

Ad-hoc and drilldown reports as per Business requirements including Spreadsheet analysis delivered within aggressive timelines maintaining the highest quality to customer satisfaction.

Maintained a continuous & consistent track record of high performance of IVR Operations in terms of stability & minimal incidents.

Continual Service Improvement - Leading the MIS & Analytics team towards analysis and aggregation of huge data points from multiple sources, compiling them towards preparation of Gap areas and recommendations to improve Customer Self-Service

Sujoy Hore

Page 3 l Phone: 880-***-****

Ensure timely submission of Performance measurement Reports (SLAs / TATs) related to Billing including Technical validation & sign-off from Customer teams to achieve revenue recognition.

Technical Leadership – Controls & Compliance

End-End management of the Customer, Solution, Team & Internal Stakeholders

Developing robust Standard Operational Processes (SOP) including Reconcillation Sheets, Monitoring checklists, Pre and Post-Implementation checklists for any deployment as a part of end-end service monitoring for IVR & CTI

Implemented Best Practices like Daily Change Dashboard Tracker so as to ensure impact analysis is visible to all within the team and adequate precautions taken

Best Practices for coding & Business logic implemented for any new requirement keeping in view stable performance during Operations Phase

Driving Standardization & automation for all regular MIS. Led the team towards development & rollout of multiple monitoring & alerting tools (using Standard Tools like Netcool, IBM Tivoli as well as Custom application tools) for pro-active alerts via sms and email.

SERVION GLOBAL SOLUTIONS LTD., Chennai –

Project Manager, Apr-2008 to July-2010

Leading & Managing large-scale Cisco UCCE deployments for PAN-India for large accounts (Tata Teleservices, iYogi) and managing the solution during Operations Phase under the Managed Services model

Selected Accomplishments:

Technical Projects & Program Management for Managed Services Delivery.

Front-Ending the Customer Business & IT teams - End-End management of the Customer, Solution, Team & Internal Stakeholders.

Solution & Application Architecture Design.

Preparation of Technical Proposals, RFP / RFS Responses, Efforts Estimates & Solution Presentations

People Management

SIEMENS INFORMATION SYSTEMS LTD., Gurgaon

Project & Operations Manager, Solution Architect, Jan-2001 to Mar-2008

Worked as Project Manager and Solution Architect, for a period of 7 years, managing a number of IVRS & Call Centre Projects for Govt. Sector (Railways, BSNL) and Corporate Sector (Airtel, Hutch, Reliance Telecom) & Grameen Phone Limited, Bangladesh, and also as Support Manager, responsible for managing after-sales support for CTI solutions deployed in Asia-Pacific region as per the agreed SLA.

Sujoy Hore

Page 4 l Phone: 880-***-****

Selected Accomplishments:

Technical Management - Served as Single Point of Contact for Customer Requirements & Issues for large accounts

Assumed a lead role in pitch team meetings due to strengths in presentation and negotiation skills, and helped close major accounts ($500K to $1M+ initial contracts).

Requirement scoping, freezing and Solution Architecture Design with client.

Preparation of Detailed Requirement Functional Specification (DRFS) document.

Project Planning and Execution of Unit Testing, Code Review, System & Integration testing.

Development of IVRS Call Flow.

Effected a close co-ordination with System Testing, Project Quality teams for ensuring timely solution delivery.

Worked with F&A, Marketing Departments for third party boughtouts.

Deployment of solution at site, including Production launch plan

Provide Operations Support as per the agreed SLAs.

TATA TELECOM LTD., Calcutta –

Sr. Engineer- Customer Support, Aug-1996 to Dec-2000

Independent implementation of turnkey Projects involving PABXs in various Government, PSUs, Defence & Corporate sectors. Was responsible for Customer Satisfaction & Revenue Realization. Was awarded Individual Excellence Award in the year 1999-2000 for exemplary Customer Delight.

Major Clients Handled

Idea Cellular Ltd.

Grameen Phone Ltd., Bangladesh

Reliance Telecom Ltd.

Tata Teleservices Ltd.

Railways

Technology

Platform / Software /

Tools :

Cisco UCCE ver 10.x, IBM Websphere Application Server (WAS), MQ, Java / J2EE, MS Technologies (.NET), Integration Interfaces (XML over SOAP, EAI / JMS, JDBC), BMC Remedy, Netcool Tivoli

Database:

Oracle 11g, 10g / 9i, SQL Server 2005 / 2008, MS-Access

Education

UNIVERSITY OF CALCUTTA, Institute of Radio Physics & Electronics

Bachelor of Technology, 7/1996

Major: Electronics & Telecommunications

Graduated with high honors (Ist Class – 78%)

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