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Service Customer Care

Location:
Pune, Maharashtra, India
Posted:
October 18, 2019

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Resume:

Amitt Maalhotra

Email:adal97@r.postjobfree.com Mobile: +1-647-***-****

Linkedin URL: www.linkedin.com/in/amitt-maalhotra-29689421

Executive Summary

Skills

Solution Architect

Business Analysis

Pre-sales

Delivery & Application Support

Industry Domains :

IT/Telecom

IMMEDIATELY AVAILABLE:A Solution Consulting IT Professional with over 13 years of rich experience as Solution Architect, Business Analysis, Process Re-engineering, Solution integration, Implementation, Digital Transformation, Pre-sales, Service Management, Service Delivery and operation support in telecom space for both GSM and Fixed Line of business.

Experience in BSS/OSS Solution Architect, Design & Implementation, Business processes analysis,Delivery and Managed Services Operation.

Experience with standard protocols, technologies and concepts (Web services, Service Oriented Architecture, Internet protocols)

Experience & domain knowledge of BSS & OSS components and integration with in COTS product like CRM, Self-care, Billing & Rating, Order Management and provisioning .

Experience in Service delivery, IT Service management & Operation Management.

Experience in preparation of low level design document (LLD) and high level design document ( HLD) like application specification and integration specification.

Experience in Project Management, Requirement Gathering, Scope analysis, Due Diligence & Gap analysis in various consulting engagements.

Experience in Analysis and Preparation of blue print response document capturing Use cases scenarios/business scenarios using BPMN (Business Process Modeling Notation),sequence diagrams and deliver documents viz.Business requirement documents (BRD), System Requirement specification documents (SRS)/ Functional Requirement documents(FRD documents.

Experience in Implementing digital practices focuses on A)Digitize CRM, Billing & Rating, B) Digitize Order Management (order entry & fulfillment) C) Digitize customer analytics D)Digitize application landscape E) Automation of company IT infrastructure

Experience in Pre sales solution support – writing proposals, BSS/OSS solution architecture definition, Prepare RFP/RFC/RFI/RFE response, Solution Finalization, Effort & Cost estimate.

Experience in Implementing process frameworks viz. ITSM, IT Service Delivery,TM Forum frameworx Viz. Business Process Framework (eTOM),TAM, Information Framework (SID), SDLC, Service Now

Experience in project management tasks viz. planning, control, costing, resource allocation, closure report.

Global Experience

Worked globally on domestic and international assignments across multiple industry verticals in Implementation of Greenfield projects, Transformation of Brownfield projects, Solution Architect,Pre sales, Business Analysis, Requirement analysis/gathering/mapping, Gap Analysis, due diligence, Change proposal, Implementation, Integration, and Testing.

Experience of handling business support system and operation support system distributed across different geographical location in diverse cultures, complex environment and multi-lingual environment which include around 7 years of onsite experience while working in different customer locations across the globe covering Indonesia, Iran, Nigeria, Saudi Arabia, Vietnam, Bangladesh, Georgia and worked with global majors IBM, Techmahindra,MTN Iran cell, Vodafone, Mobily Telecom, Banglalink Telecom, Vietnammobile, Airtel, Silknet & Geocell.

COTS Products

CRM (SIEBEL), Geneva IRB (Convergys Post& Prepaid Billing& Rating system), Kenan FX RH&T(Order Management & Fulfillment system), Single View (including components CB, CM, Commerce Engine),@bility(Billing & Rating system), Zsmart (Convergent product for BSS&OSS).

Applications Domains

BSS/OSS covering CRM, Self-care (Web & Mobile app), Omni Channel (sales & customer care), Order Management (order entry & fulfillment),Rating, Billing, Mediation,Provisioning.

Process Framework

ITIL Service Management, TM Forum Frameworx Viz. Business Process Framework (eTOM), Information Framework (SID), TAM,SDLC

Tools

Microsoft Visio, Excel, PowerPoint, JIRA, ARIS, Service Now

Recognition and Achievements

Tech Mahindra à Bravo Award from Head of Program for design closure in VIETNAM transformation project.

Vietnam Mobile à Recognition and certificate of appreciation for preparation of System Requirement Specification (SRS) and Detailed System Design (DSD).

IBM-Bharti Airtel à Certificate of recognition Awarded from IBM Client Bharti- Airtel Management for Achieving best performer business analytics Excellence award for Year 2008.

Experience Highlights

Company: GFI Informatique Ltd., Client: Whale Cloud technology Ltd.

Duration: May 2019 to July 2019

Location: Georgia - India

Project Description: Whale cloud is Global leader in Telecommunication and Information technology. Whale cloud offering comprehensive BSS/OSS products & service offerings under the brand product “ZSmart”.The Silknet IT Transformation project transforms the entire BSS/OSS existing legacy stack to ZSmart Business Operation Support Solution viz. Customer Relationship Management, Convergent Charging & Billing System, Mediation system, Interconnect Management, Inventory Management, Provisioning Management, Operation Flow Management, Workforce Management and Public modules. The transformation is for both fixed line & GSM services.

Role: Consultant - Solution Consultant

Elicit requirements using document analysis, requirements gathering workshops, understanding functional requirements, scope analysis & business process journeys.

Prepared LLD & HLD having sequence diagrams & description, System Requirement Specification (SRS) for Prepaid & Postpaid solution catering both fixed line and GSM services.

Conducting AS –IS IT Landscape Business processes, E2E user/customer journeys and integration touch points by workshops and prepare TO- BE Business process/user journeys and deliver the artifacts as needed in Functional Requirement documents, Business requirement documents capturing use cases/screens & interface design.

Executing test plans & UAT sign off, conducting reviews to ensure business requirements & functional requirements are tested and fulfilled as per test scenarios.

Company: Tech Mahindra Ltd., Client: Banglalink Digital Communication Ltd.(A subsidiary of Veon Group),Designation - Solution Consultant

Duration: Nov 2018 – April 2019

Location: Bangladesh

Project Description: Banglalink digital communication is the second largest telecom operator in Bangladesh providing GSM services. Banglalink IT transformation project transforms BSS legacy applications by Qvantel products and impacted modules are as Ecare & EShop, Sales & Customer care, Case Management, Knowledge Management, and Document Management.

Role: Consultant - Solution Architect

Proactively identifying the gaps and issues during solution preparation, Elicit requirements using document analysis, requirements gathering workshops and understanding functional requirements, scope analysis & business process journeys and then engaging with customer to agree on the solution scope.

Prepared LLD having sequence diagrams and descriptions, SRS for prepaid & postpaid stack catering GSM & Fixed Line services.

Conducting AS –IS IT Landscape Business processes, E2E user journeys and integration touch points by workshops and prepare TO- BE Business process/user journeys and deliver the artifacts as needed in Functional Requirement documents, Business requirement documents capturing use cases/screens & interface design.

Company: Tech Mahindra Ltd., Client: Vietnam Mobile Telecom -Vietnam, Designation – Solution Architect.

Duration: Apr 2016 to June 2018

Location: Vietnam

Project: Vietnam Mobile Digital BSS Transformation, Brownfield Implementation

Role: E2E Business Solution Integrator

Drive Solution through consultative approach acting as solution integrator for E2E Brownfield Transformation, Implementation of Vietnam Mobile BSS Legacy stack for Both Prepaid and Postpaid stack covering components/systems viz. Selfcare (Mobile and web),CRM (Siebel) and Billing system (Single view)

Solution Implementation of Single view components viz.Customer Management,Commerce Engine, Convergent Billing (CB) and integration with downstream and up stream applications viz.CRM, Mediation, Selfcare etc.

Convergent Billing includes product modeling,Billing event management using diameter interface protocol,discounting etc. Commerce Engine includes real time authentication & authorization, policy management,real time rating, charging etc. Customer management includes customer self management, accounts & services etc.

Prepared E2E Solution interfaces viz. HLD & LLD using TMF viz. TAM,SID and business process framework eTOM providing logical grouping of application,sequence diagrams, traceability matrix component & system wise, System Requirement Specification & Detailed System Design for both Prepaid & Postpaid solution approach documentation.

Conducting AS –IS IT Landscape Business processes, E2E user journeys and integration touch points by workshops and prepare TO- BE Business process/user journeys and deliver the artifacts as needed in Functional Requirement documents, Business requirement documents capturing use cases/screens & interface design.

Proactively identifying the gaps and issues during solution preparation, Elicit requirements using document analysis, requirements gathering workshops and understanding functional requirements, scope analysis & business process journeys and then engaging with customer to agree on solution scope.

Take active participation in Architectural Design Discussions & implement architecture design principles during system design.

Acting as Customer Solution Advocate during entire SDLC process to ensure customer centricity in the solution being developed and delivered

Executing test plans & UAT sign off, Conducting reviews to ensure business requirements & functional requirements are tested and fulfilled as per test scenarios.

Prepares project status reports, project charter and keep management and clients informed of project status

Presales Support during Sales process, Preparing RFP response, Impact analysis, Solution Preparation, Cost & Effort Estimate, Project Planning with SoW Finalization, Customer Presentations and Solution Defense

Providing Product Demonstration for End Customer during presales & business development stage.

Company: IBM Pvt Ltd, Client: Mobily Telecom - Saudi Arabia, Last Designation – Solution Architect.

Duration: Dec 2012 to Mar 2016

Location: Saudi Arabia

Project - Transition of CRM and Billing solution, Service Assurance & Fulfillment, SLA/KPI

Role: ICT Business Architect and Solution Consultant

Worked as solution consultant for implementation of CRM (Siebel) and Billing Solution (Single view)

Elicit requirements using document analysis, requirements gathering workshops, understanding functional requirements, scope analysis & business process journeys.

Derive solution for CRM & Billing system components viz CB, CM, Commerce Engine,and prepare Gap analysis document for the current system and target system as per eTOM process .

Analyze the AS – IS CRM and Billing product catalogue and prepare TO- BE product catalogue based on the product mapping.

Derive End to End Implementation of BSS Performance & Measurement reporting tool viz. Service now Tool (Service Assurance & Fulfillment, Performance Mgt & Fault Management, Configuration mgt, SLA/KPI monitoring .)

Proactively identifying the gaps and issues during solution preparation and then engaging with customer to agree on solution scope.

Providing assistance to team about the system and guiding them to deliver the solution as per the customer requirements.

Established ITIL service management methodology & integrated approach with SDLC towards solution delivery.

Interact with internal & external customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Functional Requirement documents, Business requirement documents, Use cases, Screens & interface design.

Take active participation in Architectural Design Discussions & raise concerns from Ops Support perspective wherever foreseen upon review of System Design

Executing test plans & UAT sign offs as per business and functional scenarios/test cases.

Prepares project charter, project status reports and keep management & clients informed of project status.

Define, review and negotiate SLA/KPIs for the applications.

Accomplishment

Solely responsible and successfully implemented & automated 24 revenue impacting business services reports through service now tool.

Automated SLA.KPI reports for critical business services

Company: Tecnotree Convergence Ltd, Client: MTNIrancell Iran, Last Designation – Lead Business Analyst

Duration: May 2011 to Nov 2012

Location: Iran

Project: Pre sales, Delivery, Application Support & Maintenance

Role: ICT Service Delivery, Business Analysis

Elicit requirements using document analysis, requirements gathering workshops, understanding functional requirements, scope analysis & business process journeys.

Lead user requirement gathering sessions/meetings. Work closely with project Manager(s), SMEs and Business users to facilitate those sessions

Understanding Functional & Technical Business requirements, identifying modules and interfaces them getting developed and implemented.

Drive and Lead Service Delivery and Managed Service Operations for MTNI Self-care, CRM and Billing in house applications and Conducting review meetings and monitoring of work allocated to team members.

Providing Presales support and assisting in solution preparation, trace ability matrix component & function wise, identifying SOW and Preparation of Change Enhancement Requests(CERs) and User Requirement Specification URS(impact analysis, cost & effort estimate) capturing use cases scenarios .

Resolving queries from customer regarding system design and extending support including on-site as well as maintenance for software product.

Designing and executing test plans, conducting reviews to understand the gaps so as to ensure business requirements and functional requirements are tested and fulfilled

Conducting review meetings and monitoring of work allocated to team members to ensure timely delivery of software release to customer.

Handled Managed Services Operations (MSO) for all applications,Manage daily, weekly, monthly SLA metrics for MSO application support, prepare project status report and analyze/submission of root cause analysis (RCA) for unplanned outages.

Ensure Ops Readiness (Using the Standard Rollout Scorecard) at the time of new rollout, support the application till it is stabilized on Production Environment.

Established ITIL service management methodology to handle incident, change and problem management requests.

Presales support,solution preparation, impact analysis, identifying SOW and customer presentation

Analyze and prepare blue print response document of RFPs capturing Use cases scenarios/business scenarios.

Resolving queries from customer regarding system design and extending support including on-site as well as maintenance for software product.

Planning the Acceptance Test for product delivery and getting them executed at customer site.

Accomplishment

Attained 100% of targets for critical application SLAs on both monthly and quarterly basis.

Automated the MIS to monitor critical business processes

Company – IBM Pvt Ltd, Client-AIRTEL INDIA, Last Designation – Subject Matter Expert

Duration: Jan 2008 to Apr 2011

Location: India

Project: Application Support & maintenance

Role: Technical Analyst

Lead Service Delivery and Managed Service Operations for Client Airtel covering applications Self-care, CRM, Billing, Kenan Order Management stack.

Ensure adherence towards Service level Management and KPIs

Established ITIL Service Management Process/Methodology for Incident Management, Problem Management and Change Management requests.

Resolving queries from customer and providing the solutions with in the estimated timelines

Accomplishment

Orders Completion with in TAT results biz. Satisfaction & SLA achievement.

Successful implementation of Reconciliation between CRM vs. FX (order management) resulting reduction of order failures and trouble tickets.

Company: Tech Mahindra Ltd, Client-Hutchison Telecom Indonesia, Last Designation – Technical Associate

Duration: Aug 2006 to Dec 2007

Location: Indonesia

Project: Implementation & Integration of Geneva Billing & Rating System and application support

Roles: Technical analyst

Responsible for performing Billing Operational activities viz. Pre Billing, Bill Generation Activites, Post Billing Activities and configuration activities covering configuration of Product Catalogue, Rating & Billing Tariff Configuration.

Providing technical assistance to the application support team, resolving operational issues and assist in providing RCA for the critical issues.

Conduct RCA for breached SLA tickets with process stake holders to identify root cause of problems & conduct workshops and prepare project charter slides for critical issues.

Configuration of New Rating Tariff & conducting UAT with end users.

Prepare test cases & Testing New Releases in System and resolving issues raised by Customers

Accomplishment

Error Free Bill generation with in SLA.

Maintain 99.9% Rating 0.001% Rejection

Company: Olympus Allied Services Ltd Client-Vodafone India, Last Designation –System Analyst

Duration: July 2004 to May 2006

Location: India

Project: Application support and Maintenance

Role: System Support Analyst

Providing technical assistance to the managed services operations support team, resolving customer problems related billing operation and ensure issues are resolved within SLAs

Performing Prebill Verification operational activities.

Executing Bill generation and adhoc reports after each bill cycle

Monitoring of Billing & Rating processes.

Manage daily, weekly, monthly SLA & RCA reports for planned & unplanned outages

Professional qualification

Post Graduate in Masters in Computer Application with distinction passed out in 2004.(Equivalent to Canadian masters degree as per WES report)

Graduation in Bachelors in Computer Application passed out in 2001.(Equivalent to Canadian bachelor degree as per WES report)



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