SANTOSH SINGH

Client : Telenor

Team Size : 150

• Leading the Project and handling the customer as Operation Manager
• Client review, Impact Analysis, Audit, UAT, OAT handling
• Handling CRM, LMS (Loyalty Management System) and B2B Application
• Working on jobs, alerts, automations as per requirement
• Participating for Change and release as per Application deployment
• Worked on DR set up and HA implementation for CRM and LMS Application
• Experience in B2B billing for Corporates
• Knowledge in Oracle WebLogic and Jboss
• Service Request Management using HP microfocus tool
• Knowledge on Monitoring tool like AppDynamics, Stack pack
• Received the award from Customer for best performer
• Providing Application and Telephonic support to End users.

• Interacts to Circle Manager, Spocs, and GP stockholders
• Weekly meeting with client to update the issue tracker
• Operation Meeting with Business
• Monitoring the routine activities
• Coordinate with other teams for end-to-end closure of issues
• Escalating critical calls to L3 level
• Coordination with team during the activity
• Routine update of health Checklist
• Handling issues escalated from L1
• Maintaining the monthly purging of MIS servers
• Updating SOPs as and when there is some change
• Raise a concern for Bug fixing minor change requests
• Coordinate with other teams for end-to-end closure of issues
• All Project Review from every aspect
• Process Improvement Plan
• Operation Meeting with Business
• Resource alignment for different work within team.

• This project basically based on Mobile Number Activation, Documentation Management System
• I am involved in Application Support and development and enhancement by using SQL to make support process easy and significant for users and understanding the functionality and providing L2 and L3 level support to the user’s depending on the priority of the issues to meet client's SLA
• My Main working areas includes product Support, product testing, debugging, implementation & post implementation support including the bug fixing.

• This project basically based on Mobile Number Activation for Corporate Customer
• I am involved in Technical Development in the area of IT Software
• Interacts to Circle Manager, Spocs, and IBM stockholders
• Providing Application support to Bharti Airtel and channel partners
• Creating user and providing rights
• Providing daily report related to Circle performance and IBM Top Management
• Providing Support on bounce message queries
• Providing Application and Telephonic support to End users, Spocs and Hub Spocs to PAN INDIA
• Collect progress report from Team Members and co-ordinates to hub spocs
• Generate, maintain, analyze & present daily/ weekly/ monthly resolution reports
• Compiling all files and making the Master data
• Working with online iDoc, iSpeed and iVoice and maintaining
• Making the Activation report, Churn Report
• I am also involved in Compliance issue
• (DB ID Creation, OS ID Creation, Dormant ID Deletion etc.) I am involved in any changes of application and interact with Change Management and also take the approval of all stakeholders
• I am also looking Team Management
• Interaction with Incident Management, Problem Management, Change Management
• Weekly, Monthly, Quartile report & Monthly activity report sharing to Compliance Team
• Interaction with Vendor and IBM Project Team for Customer Requirement and implementation.

• Complete execution of implementation plan including review, approval, and deployment
• Tracking of housekeeping activities that are performed daily/weekly to keep the system up and running
• Coordinating with Development and testing team for operational issue
• Handshake testing with Client on UAT servers and Production Servers
• Debugging the issue and the share analysis details and request for closure of issue to client
• Detail analysis of CR/SR/IN, raised by client
• Follow ups with pending issues/enhancements (internal or external)
• Working effectively to provide support and solutions to end client keeping up with the client’s expectations
• Help team members in resolving issues
• Meet project SLA and achieve customer satisfaction
• Make sure proper handover of Product/Project from Project team while handling over it Operations
• Ensures all work is carried out and documented in accordance with required standards, methods, and procedures
• Provide support out of office hours, during weekends and during major release work to development
• Interacting with other interacting system owner teams, different support groups in case of any problem or activity planning.

 Product Name – IDOC Application (Activation, Documentation Management System )

Client: Airtel Bharti, IBM
Team member = 45

This project basically based on Mobile Number Activation, Documentation and storing document in image server. iDoc application support to Bharti Airtel Customer. It supports to activation process, Dedupe process, Documentation process of entire Activation CAF form and Omni process. Entire activation of pan India airtel number is processed through idoc application. It’s related to entire activation process of a new sim number and managing document against this number.

I am involved in Application Support and development and enhancement by using SQL to make support process easy and significant for users and understanding the functionality and providing L2 and L3 level support to the user’s depending on the priority of the issues to meet client's SLA.
My Main working areas includes product Support, product testing, debugging, implementation & post implementation support including the bug fixing.



 Airtel Mobility Ispeed / Mcomm
Client: Airtel Bharti, IBM
Team member = 5
This project basically based on Mobile Number Activation for Corporate Customer, ispeed application support to Bharti Airtel Customer activation process, Documentation process of entire Activation CAF form and store the CAF form in Omani server .

Responsibility:

 5.6 Yrs’ Thorough Experience in Technical Development in the area of IT Software.
 Interacts to Circle Manager, Spocs, and IBM stockholders.
 Providing Application support to Bharti Airtel and channel partners
 Creating user and providing rights.
 Providing daily report related to Circle performance and IBM Top Management.
 Providing Support on bounce message queries.
 Providing Application and Telephonic support to End users, Spocs and Hub Spocs to PAN INDIA.
 Collect progress report from Team Members and co-ordinates to hub spocs.
 Generate, maintain, analyze & present daily/ weekly/ monthly resolution reports.
 Compiling all files and making the Master data.
 Working with online iDoc, iSpeed and iVoice and maintaining.
 Making the Activation report, Churn Report.
 I am also involved in Compliance issue. (DB ID Creation, OS ID Creation, Dormant ID Deletion etc.)
 I am involved in any changes of application and interact with Change Management and also take the approval of all stakeholders.


 I am also looking Team Management.
 Interaction with Incident Management, Problem Management, Change Management,
 Weekly, Monthly, Quartile report & Monthly activity report sharing to Compliance Team.
 Interaction with Vendor and IBM Project Team for Customer Requirement and implementation.