CHANDANI ZAA

Project 1: Oracle BRM.

• Monitor and maintain Oracle BRM components (CM, DM, pipeline, etc.). To ensure 24/7 availability.
• Handle L1/L2 production support for billing, rating, and customer account issues.
• Perform root-cause analysis. Process and troubleshoot CDRs using BRM ECE, ensuring timely rating and billing.
• Run billing and invoicing cycles, including rerating, revenue assurance, and post-bill audits.
• Automate daily health checks, billing reports, and alerts using shell and Perl scripts.
• Perform system upgrades, patch deployments, and configuration of new product offerings.
• Creating SOPs, monthly and weekly suspense reports, and RCA documents for incident resolution.
• Responsible for order management.

Project 2: ServiceNow CMDB

• Working in the ITOM module. Hands-on experience in ServiceNow Discovery. Good understanding of service mapping.
• Providing governance to ensure the integrity of the Configuration Management Database.
• Resolved incoming requests and service catalogue tickets within expected service levels.
• Track CMDB health metrics, and work to attain CMDB health KPIs at a desired level.
• Installation and Configuration of Mid Server.
• Making sure that the CMDB acts as a source of truth for various internal IT teams.

• Working on Production billing for Sweden.
• Daily order failure management.
• Handling business service requests.
• Resolved customer related issue via ITSM tool.

• BRM Billing and Invoicing Operations.
• Real-time and Batch Rating Systems.
• System Monitoring and Incident Management.
• Revenue Assurance and Billing Accuracy.
• Customer Management (Customer Lifecycle)
• Pricing Configuration (Pipeline)
• Unix/Linux Administration and Shell Scripting
• SQL / PL-SQL
• Order management.

• I worked at Amdocs on the payroll of HCL.
• Working on the AT&T Order to Activation (O2A) Project.
• Used the CRM tool to check and configure their details as per need.
• Used UNIX for server monitoring, creating directories, and taking backups.

• Helped perform bulk data import to Siebel database using EIM.
• Resolving the technical issues faced by Business User in Day to Day Business Activities.
• Providing support and enhancement to L2 & L1 level.
• Creating RCR (batches), one-time jobs as required.