Anjali Badgaiyan
Pune
Summary
Seasoned Technical Lead with a robust history at Vodafone Shared Services India, adept in Unix application troubleshooting and fostering team collaboration. Excelled in enhancing CRM Siebel application operations, significantly reducing support calls through strategic process improvements. Demonstrates a strong blend of problem-solving skills and interpersonal acumen, ensuring high client satisfaction and team efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Lead
Vodafone shared services India Pvt. Ltd.
Pune
07.2023 - Current
- Managing a team of five members for CRM Siebel order management for the Vodafone Greece application operation project.
- Mentoring new joiners for the overall project.
- Providing support to AO-Greece, here it is a combination of both the CRM and Order Management system.
- Also, this involves the critical reports to provide support depending upon the priority of the issues to meet clients' needs within the SLA.
- Support for deployment, patching activity, as per CRQ.
- Restart the servers during the CRQ.
- Receive and triage incoming issues from customers, identify the severity of the issue, and determine the best course of action to resolve it.
- Participate in root cause analysis (RCA) activities to identify the underlying cause of an issue, and implement changes to prevent similar issues from occurring in the future.
- Perform basic troubleshooting steps to identify and resolve common issues, such as configuration errors, connectivity problems, or simple bugs.
- Analyzed customer requirements to determine appropriate technology solutions.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Coordinated with vendors for resolution of any third-party product related issues.
- Checking the orders and taking action on particular orders (port in, reconnection, SIM replacement).
- Giving support for the request for change.
- Identified opportunities for process improvements to decrease in support calls.
- Performed root cause analysis for production incidents and identified permanent fixes.
- Connected with clients to identify needs and provide helpful solutions.
- Led user acceptance testing activities prior to deployment into production environment.
- Performed troubleshooting of post-release software faults to support live service.
- Analyzed system performance metrics to identify areas of improvement.
- Resolved customer issues by establishing workarounds and solutions to debug.
- Installation of Splunk on servers.
- Splunk dashboard monitoring and the creation of new scripts as per requirements.
Senior Application Support Engineer
Vodafone Shared Services India
Pune
12.2022 - 06.2023
- Provided support to AO, Albania, CRM Siebel application.
- Developed automation scripts using shell scripting languages to improve the efficiency of operations.
- Created supporting documentation such as user manuals and process flow diagrams to ensure proper use of applications.
- Analyzed log files generated by various applications for troubleshooting purposes.
- Resolved complex production support issues in a timely manner by identifying and resolving underlying problems.
- Implemented security protocols for protecting confidential data from unauthorized access.
- Assisted users with configuration changes within the application based on their requirements.
- Configured and maintained applications for multiple environments including development, test, staging, and production.
- With two defined stages, Formatting, wherein all the jobs run and format (filter, summarize, remove inconsistency, scrub, and merge) the data.
- Monitoring critical applications and reporting the status on a regular basis.
- Conducting project-specific training for new joiners.
- Writing modifications to the shell scripts for the test and production environments.
- Escalating all kinds of data issues to the concerned teams, and hence coordinating with them in resolving and identifying the issue.
- Shift leading, handover protocol, maintain checklists, and coordination with different teams.
- Research, documentation, and modification of application best practices for performance, security, and stability.
Application Support Engineer
Vodafone Shared Services India
Pune
06.2019 - 11.2022
- Resolving the L1 user issues raised through the Incident Management team and logged through the BMC Remedy Tool within the SLA timeline.
- Creating a shell script for monitoring the application.
- Performing quality check.
- Perform root cause analysis for the errors.
- Responsible for deploying the monitoring tools in the application.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Provided technical support and training to users and internal teams.
Senior Executive
Vodafone Shared Services India
Pune
05.2015 - 05.2017
- Provide support in the AO Greece client order management team.
- Handles service requests in the form of Siebel tickets.
- Handled daily order reports of different types.
- Involved in data audits that happened in the Organization.
- Created SQL queries using Siebel tools.
- Troubleshooting the performance issues for the CRM Siebel application.
Education
Bachelor of Engineering Technology - Computer Science
RGTU
Jabalpur, MP05-2014
H.S.C -
MLB Higher Secondary Girls School
Jabalpur, MP04-2010
S.S.C -
MLB Higher Secondary Girls School
Jabalpur, MP04-2008
Skills
- Windows
- Unix/Linux
- Shell Scripting
- Problem Solving
- Coaching and mentoring
- Technical mentoring
- Functional requirements expertise
- Infrastructure
- Unix application troubleshooting
- Tuning
- Interpersonal Skills
- Teamwork
- Oracle SQL Developer
- Siebel Tools
- Putty
- Winscp
- CRM Siebel
- Windows Remote Assistance
- Remote Desktop Connection
- BMC Remedy
- Issue troubleshooting
- Agile methodology
- Issue investigation
- Scrum framework
Projects Handled
- Vodafone Greece Application Operation, Technical Lead, July 2023, Present, CRM Siebel IP 19.1.1 version, Siebel Management console, MobaXterm(UNIX), Putty (UNIX), BMC Remedy (8.1/7.6), Oracle SQL Developer, 12c, Providing support to AO- Greece Telecom project where CRM Siebel and Order Management systems are involved. Managing a team of five members for order management in Siebel.Also this involves the critical reports to provide support depending upon the priority of the issues to meet client's with in SLA., Support for Weekly and major Deployment activity, Patching activity as per CRQ, Restart server during CRQ,Installation Splunk on server, Splunk dashboard monitoring and creating dashboard as per requirement, Receive and triage incoming issues from customers, identify the severity of the issue, and determine the best course of action to resolve it, Participate in root cause analysis (RCA) activities to identify the underlying cause of an issue and implement changes to prevent similar issues from occurring in the future, Perform basic troubleshooting steps to identify and resolve common issues, such as configuration errors, connectivity problems, or simple bugs, Working on complete order lifecycle where multiple applications involved for Greece Postpaid/Prepaid/Easy contract connections, for order creation Siebel CRM , provisioning Viper , Billing BRM, Internet and data services ALU.
- Vodafone Albania Application Operation, Vodafone (Albania), Senior Application Support Engineer Dec 2022-Jun 2023,Major application CRM Siebel IP 21.1.1 version BMC Remedy (8.1/7.6), Providing support to AO - Albania for CRM user issues on daily basis on User access management and order completion.
- Vodafone Greece Application Operation, Application Support Engineer, May 2015- Nov 2022, CRM Siebel IP 8.1.1 version, Putty (UNIX), BMC Remedy (8.1/7.6), Oracle SQL Developer, 11c, Providing support to AO- Greece Telecom project where CRM Siebel and Order Management systems are involved. Performed deployment activities, provided trainings to new joiners, created sql queries using Siebel tools.
Certification
- Certified Scrum Master Nov 2024
- Certified ITIL Foundation Certification May 2018
Languages
- English
- Hindi
Personal Information
- Gender: Female
- Marital Status: Married
Disclaimer
I hereby declare that the above said information is true to the best of my knowledge., Present
Timeline
Technical Lead
Vodafone shared services India Pvt. Ltd.
07.2023 - Current
Senior Application Support Engineer
Vodafone Shared Services India
12.2022 - 06.2023
Application Support Engineer
Vodafone Shared Services India
06.2019 - 11.2022
Senior Executive
Vodafone Shared Services India
05.2015 - 05.2017
- Certified Scrum Master Nov 2024
- Certified ITIL Foundation Certification May 2018
Bachelor of Engineering Technology - Computer Science
RGTU
H.S.C -
MLB Higher Secondary Girls School
S.S.C -
MLB Higher Secondary Girls School
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