SONALI RAY
Service Delivery Manager/ Project Manager
Kolkata,WB
Summary
Pursuing the role of a Service Delivery Manager/Project Manager/Project Lead where I can apply my experience in team handling and project execution.
Overview
20
20
years of professional experience
7
7
Certifications
3
3
Languages
Work History
Supplier Performance Manager
Ericsson Global Pvt. Ltd.
04.2019 - Current
- Service Delivery Manager and Supplier Performance Manager:
- Expertise as a Strategic Service Delivery Manager in enhancing operational efficiency and team performance in diverse environments.
- Management and Maintenance: Administer and optimize cloud resources, ensuring performance and cost-effectiveness.
- Automation: Develop scripts (Python, PowerShell), and use Infrastructure as Code (IaC) tools for consistent deployment and risk mitigation.
- Security: Implement and enforce cloud security best practices and policies.
- Troubleshooting: Diagnose and resolve issues within the cloud environment.
- Collaboration: Work with development, IT, and security teams to meet business needs.
- Managing 16 projects of different technologies, working with more than 50 team members from different vendors.
- Passionate about continuous improvement and leveraging innovative solutions to drive business satisfaction and operational excellence.
- Reported on daily matrixes and outages, providing comprehensive monthly updates to the business.
- Developed a report based on the incident process management system to monitor the long-pending tickets and closure process.
- Weekly governance meeting with the operational team and the development team to mitigate the gap and ensure seamless delivery to the business.
- Implemented ITIL best practices to drive the adoption of standard processes across service delivery teams.
- Reduced the breach between development and operational teams.
- Compliance documentation and maintain the hygiene of the application.
- IT Disaster assurance and compliance reporting.
- Monthly governance reporting and presentation to the business.
- Business Analyst and Scrum Master:
- Discuss the business requirement with the SME, and prepare a sample document based on the understanding.
- Preparation of process documentation, along with an architectural diagram.
- Handover the document to the developer, and guide the steps.
- Testing in the low environment with the development team and modifying based on business requirements.
- Roll out the final development to the higher environment.
- End-to-end distribution of work at the Sprint level, and execution and handover to the business.
- Application Operation Managed:
- Power BI & MLC (Main Land China)
- SAP Analytics Cloud
- MS Stack for Manufacturing Intelligence
- MS Stack for Product Development
- MS Stack for Master Data Service
- MS Stack for Sales Analytics
- Process Mining application – QPR & Celonis
- Big Data Application – Hadoop/ EDL-AWS
- Data Quality
- Achievement:
- A significant operational cost was reduced by successfully implementing snoozing logic during off-business hours and weekends on development servers.
- Weekly monitored the ticket trend by creating a report. Performed the analysis and took action to reduce the long-pending ticket counts.
Assistant Manager Revenue Assurance
Idea Cellular Limited
05.2010 - 11.2018
- Revenue Assurance Compliance: To monitor and ensure compliance with Revenue Assurance mandatory activities and controls to identify and minimize revenue leakage in post-paid billing, networking, roaming, and interconnect billing systems - Revenue Assurance – East Hub (5 telecom circles).
- Monitor, ensure, and report compliance of Revenue Assurance, Fraud analysis, and corrective action and controls to identify and minimize revenue leakage.
- RAC and closure of deviations reported by SSC, along with process improvements to minimize revenue leakage and report compliance.
- Compliance on internal audits, as per the defined plan and timelines.
- Traffic monitoring for ICR and IUC operator-wise on a weekly basis.
- Analysis of operator dispute, assist the finance team with dispute resolution, and make the necessary changes on the IT end.
- Drive error-free validation and clearance with respect to new roaming launches, new level configuration, new POI defined at Switch and ICB end, and new TG definition.
- Based on corporate guidelines, new product and tariff launches for prepaid and post-paid.
- Mitigate the risks associated with the integration and change of networking and billing elements to minimize costs for the five Eastern Service Areas.
- Special Projects – to be set in consultation with CFH and Head – RA.
- Achievement:
- Solely responsible for the launch and rollout of 4G services for Kolkata, WB, Assam, Orissa, and NESA circles. End-to-end customer provisioning logic validation in both test and live setups, and worked on CDRS behavior logic at the mediation end. Complete physical testing, CDRs processing confirmation at Bi, Vigilance, FMS, and billing. Accomplished by Excellent Ward.
- Achieved Black Belt Certification for working on 'UDR Capacity Saving by Optimization of SIM Data Loading Process,' with a savings of 6.9 million INR. Perform a key role as a team lead for the national MNP rollout of five telecom business areas.
- I have been the recipient of many excellence awards, one of which was for the analysis of the TATA ICR usage report and closing the settlement of pending bill payments from 2010 to 2015, saving almost 7.5 million INR in revenue.
Senior Executive of Revenue Assurance
Dishnet Wireless Ltd. (Aircel)
03.2007 - 05.2010
- Profile: Interconnect Billing System and VAS service - Revenue Assurance (for North and East 8 Telecom Circles). IUC Billing, Invoice Validation, Rejection Analysis, MOU Trend Analysis, Traffic Monitoring.
- Senior Executive of Revenue Assurance:
- Billing Rejection Analysis - RCA & Closer.
- Fraud usage analysis and required actions taken.
- Daily Usage Traffic Monitoring: Identify the growth/drop analysis of usage.
- Authorized ICB/Finance for IUC bill generation before the deadline every month.
- Operator-wise sample invoice analysis for monthly settlement.
- Analysis of the operator dispute and assist the finance team with dispute resolution at the earliest, and do alterations at the IT end if necessary.
- Reconcile the ICB, Roaming, and Post-Paid billing data with the switch's raw call record.
- Billing (prepaid, post-paid, roaming, and operator) usage rating monitoring.
- Business logic, rule of billing records monitoring, mediation, switch, and IN end.
- Business roaming tie-up monitoring for any prepaid and post-paid.
- Telecom product analysis: identify target customer base and per-customer revenue.
- Conduct an audit for all corporate rolled-out processes based on the Club Matrix Audit methodology and schedule to identify non-conformities on timelines and process gaps, and close the ATRs on time with corrective and preventive actions as per ISO guidelines.
- External, regulatory, and corporate audit coordination, other regulatory reporting, and MIS.
- Coordinate for all corporate and external audits conducted for the circle, prepaid, post-paid, and collection team.
- To ensure compliance with laid down ISO norms to maintain the sustenance of the ISO certification (ISO 9001:2008) on an ongoing basis for all service delivery processes.
- Completion of the Surveillance Audit for ISO 9001:2008 for the Service Delivery function at Circle.
- To drive service delivery verticals and cross-functional teams to achieve the targeted overall CSAT score and the individual functional scores quarter on quarter.
Executive of Revenue Assurance
Bharti Airtel Ltd.
07.2005 - 03.2007
- Profile: Post-Paid, Interconnect Billing System, and Roaming - Revenue Assurance for Kolkata and WB Circles.
- Executive of Revenue Assurance:
- E2E reconciliation for Switch, Mediation, and Arbor Billing System, and per and post service reconciliation.
- MOU reconciliation and monitoring between SWITCH, BI, mediation, and ARBOR, and trend analysis.
- Pre-bill queries to identify, PL/SQL query build for check sample bill identify, and invoice checking to identify any error in configuration on the post-paid billing system.
- Post Billing E2E reconciliation between Billable vs. Billed vs. Printed.
- Post-billing revenue reconciliation between revenue reports vis-à-vis customer billed.
- Mediation, filtration, logic, validation.
- Report prepared for Rejection, Adjustment, and Waiver Analysis.
- System audit of the post-paid billing system, like jurisdiction matrix validation.
- Switch and all types of configuration validation, User Acceptance Testing, and closer.
- Mediation filtration rule validation with post-paid and interconnect billing systems.
- Testing 'Long Term Revenue Assurance' (system made by 'Connective System') as a test engineer from the client side of the Revenue Assurance Team.
Education
MCA - Master in Computer Application
West Bengal University of Technology
Kolkata, India 04.2001 -
B.Sc. - Pure Science
Calcutta University
Kolkata, India06-2002
Senior Secondary - Pure Science
WBHSE Board
Kolkata, India06-1999
Secondary - Mathematics, Physics, Chemistry & Biology
WBSE
Kolkata, India06-1997
Skills
Exhibiting excellent supplier-management skills, building trust and maintaining lasting relationships Maintaining a cordial relationship with team members to motivate them, ensure seamless service delivery, and promptly resolve business issues
Managing complex projects and fostering strong client relationships, ensuring service delivery aligns with business objectives
ITIL framework
Service level agreements
Business analysis
Incident management
Customer satisfaction
Cross-functional team leadership
Incident investigation
Quality monitoring
Customer engagement
Route planning
Client relationship management
Case documentation
Client needs assessments
Data analytics
Project planning
Performance improvement
Service desk oversight
Risk mitigation
Operations support
Resource allocation
Process flow validations
Billing & invoicing
New client onboarding
Effective listening and communication
Third-party contracts
Time management
Problem-solving abilities
Team leadership
Multitasking
Operations management
Customer service management
Excellent communication
Decision-making
Self motivation
Adaptability and flexibility
Responsive to new challenges
Cost reduction strategies
Vendor relationship management
Certification
LCC – (Leadership Core Competence) training & Certification
Interests
Travelling, Cooking, Gardening
PROFESSIONAL SYNOPSIS
- Having Service Delivery experience of 19 years in the IT and Telecom industry.
- Possessing expertise in managing operations of Data & Analytics products in multiple technologies like Power BI, MS Stack products, and SAP products.
- Cloud Engineer with hands-on experience designing, deploying and managing scalable solutions on AWS/Azure.
- Driving AI automation projects to reduce vulnerabilities and open risks.
- Monitoring the ticket trend by creating specialized application-wise reports, performing the analysis, and taking action to reduce long-pending ticket counts.
- Driving proactive actions to keep operational availability at 100% and ensure business/stakeholder gratification.
- Leading high-performing operational teams and optimizing infrastructure services and license management to reduce/optimize operational costs.
- Driving housekeeping activities at regular intervals, identifying highly utilized reports to help the business optimize queries for accurate utilization of infrastructure resources.
- Driving the operational team to control the ticketing process efficiently.
- Driving several internal and external teams for the last 10 years.
- Having experience in telecom domain business processes, testing, and auditing.
- Demonstrating excellent communication and leadership skills for vendor management and team building.
CORE COMPETENCIES
- Personal: Self-motivated, Adaptable, Proactive, Innovative, Align performance for success.
- Interpersonal: Excellent in emotional communication skills, customer centric, build healthy work relationships.
- Work Ethic: Organized, process oriented with a drive for results, Key learner, Leadership skills.
Timeline
Supplier Performance Manager
Ericsson Global Pvt. Ltd.
04.2019 - Current
Assistant Manager Revenue Assurance
Idea Cellular Limited
05.2010 - 11.2018
Senior Executive of Revenue Assurance
Dishnet Wireless Ltd. (Aircel)
03.2007 - 05.2010
Executive of Revenue Assurance
Bharti Airtel Ltd.
07.2005 - 03.2007
MCA - Master in Computer Application
West Bengal University of Technology
04.2001 -
B.Sc. - Pure Science
Calcutta University
Senior Secondary - Pure Science
WBHSE Board
Secondary - Mathematics, Physics, Chemistry & Biology
WBSE