Iftekhar Shaikh

• Managed DevOps and production support line of businesses under T2.5 and L2 support
• BSS level support for all types of releases, defect management and migration issues
• Value adds engagement for automations design, defects management , reconciliation and RCAs
• Interactions with all up and down technical teams to ensure running smooth production
• Co-ordination with all internal and external stakeholders for project betterment
• Ability to keep track of business SLA and KPIs and internal productivity

Achievements

• Key contribution to migrate and established 180 seated AT&T O2A business – business meetings with client, internal and external Transition, new Learning & internal Trainings and to meet GO live timeline
• Built and trained 13 new GLs and mentored them in receiving and OMC operations work
• Backlog clearance rate from 45% to 14% in first 3 months during migration phase
• Implemented Automation designs, new M&P processes that simplified procedures and reduced average handling time from 12 min to 6-7 min of per stuck order handling
• Key responsibilities to meet or exceeds SLA/KPIs e.g. Resolution rate, decrease order touches, FCR and Referrals etc. month on month
• IDO (intra-day operation) - Creating and managing the project plan, project schedule, client forecast, health report resource allocation and expenses to ensure that targets were reached

• Extensive experience in various ordering, ITV/Sanity testing and Application monitoring processes

• Performed Database reconciliation and validations on daily basis.

• Responsible for Planned, directed and controlled all MIS activities

• Responsible for D.ED centralized online admission process

• Responsible for providing technical support in QA Division. Proficient in DOC to HTML & XML conversion