Hemant Khairnar

Responsibility :

• Billing Technical Lead Of L2 Support Team
• Supervising Team Performance, Appraisals, Resource Capacity Planning , Shift Plan.
• Organizing Internal Team Meetings , attending Bi-Weekly Lead Status Meeting & Monthly meeting related to Project Status with Customer
• Verify that Team follows best practices and maintain Service Level Agreements Supervising the Deployments, incident Tickets, Production Requests , Work Order Requests, Trouble Ticket Monitoring Mails
• Maintain relationship with the customer and understand the Customer issues Determining the scope of Process Improvements in Daily Activities and Delivering Automation Solutions.
• Supervise and Guide all activities of the service Team and Monitor SLA & KPI's of the Operation Team.

Activities :

• Provided end-to-end Telecom Billing L2 Support for Both B2B & B2C Postpaid [ GSM , Landline , Data Circuits ] for processes like Rating, Billing, Payments, Dunning, Hightoll, Reconnection, Adjustments,Blacklisting, Discounts, Device Contracts , Loyalty Module, Customer Assessment, Dunning Hightoll Exclusion/Inclusion, Dunning Extension.
• Provided custom solution for complex discount structure for Data Circuits Deployed configuration changes received from Development, CCR & Configuration team.
• Collaborated with multiple systems [ Billing, CRM , EAI , Granite ] for fast and On time response to avoid SLA.
• Participated in CRs discussion. BAT/UAT calls, and providing Solutions wherever required.
• Developed Many shell scripts, PL/SQL procedures for automation.
• Developed and maintained SQL queries and stored procedures to support various business applications.
• Automated few of manual processes to avoid manual mistakes.
• Groomed freshers technically and functionally

Project : IT Media & Telecomm

Client : IndusInd Media & Communications Ltd

Activities :

• Configure the product services, plans, pricing, and updating the provision details inDatabase by developing Oracle PL/SQL, SQL Queries and UNIX concept.
• Monitoring the batch jobs, scheduled task, alerts, DB load on each server and evaluating daily issues coming out on production and resolved in a timely manner.
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Perform root cause analysis and job execution corrections for long running production jobs.
• Coordinate with various teams and raise, resolve support ticket for issues, analyze root cause and assist in efficient resolution of all production processes.
• Track, review and manage the production issues to closure.
• Preparation of various vital businesses MIS reports on daily and weekly basis.
• Provide 24x7 operational supports.

Project : VSNL (Videsh Sanchar Nigam Limited).

Client : Tata Communications Limited.

Activities :

• Development, implementation and testing of complex change Requests in UAT and Production environment.
• Analyze existing processes and support practices, recommend and implement automation / efficiency efforts to improve the support and technical environment.
• Deploy change requests to customer’s test and production environments.
• Starting & Stopping, Maintaining Servers as per Plan/Un-Plan Downtime.
• Working as a Team Member of Information Provider for Vigilance Team whose work is to give Information regarding the cybercrime.
• Providing Reports to business on ad hoc request.