MUKESH KUMAR

• Project #1: Automation Support, Development & Implementation
• Roles and Responsibilities:
• Working in ServiceNow (ITSM) Support & Development
• Designed and implemented new functionality using Client Scripts, UI Actions, UI Policies, and Data Policy
• Worked on Glide APIs like Glide-Record, Glide Aggregates, Glide-System, Glide-User, Glide form
• Creation of reports/dashboards & scheduling the same using scheduled job
• Worked on Creating Users, Groups, Roles, and ACLs
• Experience on creating and configuring Scheduled Job
• Expertise in Data Load via Import sets and Data source
• Moving Customization from one Instance to another through update sets
• Experience in working with the Workflows using Service-Now Workflow Editor
• MID Server configurations & Deployment of Scripts (Ansible, Python etc.) using the Servicenow Orchestration for Ansible automation
• Requirement gathering, automation feasibility analysis, data analytics, automation delivery & focus on continuous improvement
• Configuring the automated emails alerts through service now for KPIs monitoring
• Automation KPIs report preparation and Publishing report to client weekly/monthly

Responsible for automation of reports/manual tasks using shell scripting & supporting client front-ending i.e. for all interaction with business stake holders involving their concerns, requirements for enhancing the application suite.

Ø Conceptualization of new enhancement/stand alone developments from the highlighted gaps/concerns from business – presenting the same with evidence supporting the change.

Ø Requirement Analysis & automation of manual tasks & reports to support the Circle business.

Ø Ensure successful transition of the Application from Transformation Projects to Business Ops Support

Ø Handling escalations - from client as well as within IBM & resolve them to client's satisfaction.

Ø Prepare Documents included Purpose, scope, value addition, Improvement in System performance &Perform UAT with End users for end user satisfaction

Ø Front ending all issues/Escalations relevant with application and Ensuring & maintaining SLA Compliance

Ø Maintaining track sheet of issues and ensuring closure of the issues

Ø Reviewing solution documents, SIT use-cases to confirm requirement coverage.

Ø Active participation in UAT to ensure traceability of bugs back to requirements and their successful closure

Ø Organizing and being part of ‘Business Engagement Meeting’ with all business stakeholders on a monthly basis

Ø Sharing ‘best practices’ from other circles, providers with business in order to enhance existing processes & applications

• Project #3 SMS (Subscriber Management System) & Provisioning System
• Project Overview:
• DUO application is a CRM (SMS) which provides application support for Cable TV system
• DUO designed to manage complete life cycle of Subscriber, Customer Care, Billing and Contact Center Management solutions in highly competitive industries
• Job Responsibilities:
• Handling a vendor team of 10 members and managing CRM Development & operations for PANINDIA
• Providing support for deployment of new initiatives, Integrations & Bug resolutions
• Responsible for closure of CRM system Audits with Broadcasters & TRAI
• Analyzing and fixing discrepancy identified while reconciliation CRM Vs CAS (NDS, CISCO) systems
• User Management: LCO user, Inventory user and DUO user management
• Handling CRM migration project: Managing UATs for proposed system between business and vendor teams
• DEN is India's leading cable TV distribution company reaching an estimated 13 million households in over 200 cities across 13 key states in India
• DEN is present in Delhi, Uttar Pradesh, Karnataka, Maharashtra, Gujarat, Rajasthan, Haryana, Kerala, West Bengal, Jharkhand, Bihar, Madhya Pradesh and Uttarakhand
• DEN has a leading presence across the economically important Hindi Speaking Markets (HSM) belt and has a leading market share in the cities that it operates in.

Job Responsibilities: - Responsible for managing CRM and Provisioning Operations of prepaid/postpaid (Data and Voice) for PANINDIA.

• Development, Maintenance, Support.
• Responsible for providing PANINDIA support for the applications- TC-CRM, Provisioning, UNICAP, MNP, UTIBA.
• Security: Application User ID management, Quarterly Reconciliations and supporting security Audits.
• CRM Master Data Configuration to meet the business requirements.
• Alarm Configurations, Commission Configurations, Bulk complaint closure, and DB Object replications etc.
• Development of Internal and External CRs as per assignment.
• Identification of Bugs, Fixing the problem and deployment of solution on production.
• Ensuring timely completion of monthly churn activity for PAN India to meet TRAI Guidelines.
• Query Optimization to improve the performance of CRM Application and Report engine.
• Weekly/Fortnightly con-call with Circle ITs, to understand the gap areas and providing better support.

Roles and Responsibilities:

• Development, Maintenance, Support.
• Involved in development of new enhancements and automation of Product PACS.
• Involved in development of many packages, stored procedures, functions and triggers to meet the functionality.
• Involved in development and customizing Reports and UNIX shell scripts on Production Server.
• Enhancing application by providing L2 level support.
• Master Data Configuration: Business Plan, Workflow, SMS Template & new Process Configuration, Holiday/Department/State etc, configuration.
• Testing new patches and deployment at Production database.
• Revenue analysis for provisioning requests and report preparation.
• Master DB Reconciliation: Monthly reconciliation of Workflow, Services, SDP, Customer Demographic, Service Order Clearance, and Business Plans.
• Monitoring CDR Loading, Rental and Provisioning Process and fixing operational issues.
• Con-Call with Business Users of application for their problem and troubleshooting.
• Project #6 Adagium PACS (Provisioning and Customer Care System), Development, Maintenance, Support
• Involved in development of new enhancements and automation of Product PACS
• Involved in development of many packages, stored procedures, functions and triggers to meet the functionality
• Involved in development and customizing Reports and UNIX shell scripts on Production Server
• Enhancing application by providing L2 level support
• Project Description: Adagium PACS (Provisioning and Customer Care System) is a leading edge Provisioning Customer Service solution that integrates critical business processes and workflows of prepaid operations
• PACS is a tool to streamline and simplify Customer Care operations that provides the interface to the customer care department for logging in of queries, Complaints and requests from Pre-Paid customers, apart from providing basic functionalities like Workflow, Auto escalation, and Close looping of Pre-Paid Customers
• It therefore empowers the Customer Care personnel with the ability to address customer problems, queries and requests effectively
• There are 3 Main Modules of PACS:
• Inventory and Provisioning, Project #7 Prepaid CRM and Provisioning Support (Onsite Sri-Lanka) (Overseas Experience: 6 Months)
• Provisioning support for prepaid Airtel, Sri Lanka
• Major task includes:
• Master Data Configuration: Business Plan, Workflow, SMS Template & new Process Configuration, Holiday/Department/State etc, configuration
• Testing new patches and deployment at Production database
• Revenue analysis for provisioning requests and report preparation
• Master DB Reconciliation: Monthly reconciliation of Workflow, Services, SDP, Customer Demographic, Service Order Clearance, and Business Plans
• Monitoring CDR Loading, Rental and Provisioning Process and fixing operational issues
• Con-Call with Business Users of application for their problem and troubleshooting
• (International Calling Cards System) Web Portal with CRM From, Development, Maintenance, Support
• Involved in development of new enhancements and automation of Product PACS
• Involved in development of many packages, stored procedures, functions and triggers to meet the functionality
• Involved in development and customizing Reports and UNIX shell scripts on Production Server
• Enhancing application by providing L2 level support
• Project Description: CRM is master for all customer demographics, Initially Launched in US, UK, Canada, and Singapore to provide the Voice calling services to overseas customers at very low cost and planning to expand services to 50 countries
• CRM captures the Service Requests for Bharti Existing Customers
• It serves as a system of records for all the service requests, from different channels like Call Center and Portal Application
• The Bharti customers on ICS can either call the Call Center or raise a request on the web portal
• In either of these two cases, customer service request/ CRM Interactions would be recorded in the CRM application.