SRINATH SRINIVASAN
Bangalore
Summary
- 16+ years of experience in Telecom Business Operations. Solid understanding of Service Provisioning, Billing, Rating, RAFMS, MNP, Credit Control, Dunning and GSM/Fixed Line/IPTV Call Flow Concepts, combining strong technical background in Telecom Applications, Operations and Implementation.
- Distinction in handling on site assignments with various Leading Telecom Service Providers like AIRTEL, ETISALAT, MOBILY .
- An effective Team Leader with strong analytical, troubleshooting and problem-solving skills. Solid experience in guiding & leading the support team on service delivery. Excellent customer facing skills and flexibility to handle fast changing requirements and environment.
- Profound knowledge in managing high-severity applications, involving interaction, business/ requirement analysis, scheduling work, administrating progress and regulating issues.
Overview
17
17
years of professional experience
Work History
Senior Technical Consultant
Mobily Infotech India Pvt. Ltd.
2023.08 - Current
- Analyzed IT tickets,came up with service improvement initiatives and implemented them in a timely manner resulting in 20% reduction of Incidents month on month.
- Implemented proactive monitoring systems that minimized potential technical issues before escalating into critical incidents.
- Enhanced application performance by Proposing customized solutions, resulting in improved system efficiency and client appreciation.
- Conducted post-release evaluations and made sure the solution deployed is working as expected.
- Consistently met performance targets with diligent attention to detail and effective time management skills.
- Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
General System Analyst
TCS (Soundlines Co. Ltd)
2022.03 - 2023.02
- Manage an Application portfolio and Provide technical leadership and management direction to the Operations team.
- Coordinate with Team Leads & SME on daily operational tasks & Production Issues.
- Monitored efficient working of application support teams and ensured all SLA's are met.
- Weekly/Monthly operational review of support operations with customer.
- Develop, maintain, trend and report Key Performance Indicators. Identify and drive automation for recurring issues within respective Operations landscape.
Consultant
Ericsson AB (Saudi Networkers Services)
2018.02 - 2022.02
- SME for EAI & In-house suite of applications in MOBILY(BSL/MCR/SSM), work closely with Support team members, ensure knowledge gap has been addressed, and monitor effectiveness and quality of day-to-day operational tasks.
- Active Participation in service improvement projects to identify bottle neck areas and enhance service performance, performing RCA on SLA Violation.
- Planning/Prioritizing of daily tasks, guiding team to analyze various production issues, standardizing work by strictly adhering to Incident Management, Problem Management and Change Management. Make Sure team is consistently achieving SLA.
- Review Change Requests & New Releases on EAI; ensure smooth rollout of new services by reviewing OHD, FRS & release documents.
Technical Services Lead
IBM India Pvt Ltd
2012.12 - 2018.01
- Managed team of approx. 15 L1 & L2 Support team members of Order Management & BSS and ensure that all key metrics of performance as per Client SLA are met and exceeded.
- Leads and directs workforce in problem identification, key contributor to team to set standard work, audit standard work, and improve standard work while problem solving and implementing continuous improvement measures.
- End to End ownership for resolution of Critical Application Incidents reported in Remedy until closure within SLA and Timely reconciliation of Fraud Management Alarms & system generated events.
- Document solutions to problems regarding various standard provisioning related errors and record them in IT Knowledge Base and provide knowledge transfer to L1 & L2 support team and other team members and end users.
Senior Specialist
Mobily Infotech India Pvt Ltd
2010.07 - 2012.11
- Analyze Application logs and Raise RCA for root fixes and ensure complete resolution by coordinating with L3 Maintenance team and also Responsible for providing Workaround, corrective data fixes, removal of data errors reported in BSL
- Complete Support for New Service Roll outs from UAT till resolving production issues and ensures smooth launch of all new services in BSL
- Developed Expertise in Handling High Value Services [Corporate, VIP Accounts] & Critical Incidents within SLA
- Delivering Standard / ad hoc Reports on all Services running in BSL to management to track progress in service reconciliation.
Application Support Consultant
Etisalat (Gulf Computers LLC)
2008.12 - 2010.07
- Responsible for fixing application incidents of in house product of ETISALAT, CBCM (Corporate Billing and Customer Management).The scope of work primary involved in resolving Service Order issues related to GSM, PSTN SOH (Service Order Handling) Module
- Analyze root cause for various error cases and coordinate with Development team for permanent bug fix, Ensure high standards achieved in all duties carried out
- Proven results in Closure of Provisioning related complaints and Application errors registered in HP Open View Service Call Management System within specified SLA
- Proactive analysis done in Clearing Call rejections which occurs in billing systems due to various scenarios and ensured that end customer is being billed for usage.
IT Specialist
IBM India Pvt Ltd
2006.09 - 2008.11
- Technical Support for Kenan Suite of Applications Arbor [OM/BP] and other customer facing applications like AOL, NMS, Barring, POS, eCRM for one of leading Telecom Operators in India Bharti Airtel Ltd.
- Monitoring Kenan OM processes which involves execution of provisioning orders Bharti mobility & Telemedia, ensured provisioning system is available on an on-going basis with a minimal disruption and routine restart of provisioning process and Arbor updater processes. Coordinated with DBA/SA in case of performance issues with OM/BP.
- Provisioning Queue Monitoring - Responsible for Timely and Accurate Service provisioning for all Bharti locations (23 circles all over India and 2 circles in UK) within specified SLA .Reporting Mediation team for provisioning related issues and keeping user informed of status of provisioning queue for respective circles.
- Single Point Of Contact for Transformation Projects of Chennai, ROTN circle , responsible for Pre/Post Launch support of Transformation Applications and actively participated in data cleanup activities and highly appreciated by clients for prompt support.
Education
MCA - Computer Science
Vel's College of Science, University of Madras
Chennai06.2006
BSC - Computer Science
DG Vaishnav College, University of Madras
Chennai06.2003
Skills
- Project Management
Business and System Analysis
Client Relations and Vendor/Partner Management.
Resource Management and Optimization.
Quality Assurance.
System testing & User acceptance testing.
Managing SLA.
Production Support. - Service Delivery
Incident and Problem Management.
Release / Change Management.
Root cause analysis.
- Tools & Technologies
Oracle SQL, PL/SQL
Tableau
IIB10,IBM MQ V9.1
Remedy, IBM Maximo, Jira
SQL Developer, Putty, WinScp
Bit Bucket
Timeline
Senior Technical Consultant
Mobily Infotech India Pvt. Ltd.
2023.08 - Current
General System Analyst
TCS (Soundlines Co. Ltd)
2022.03 - 2023.02
Consultant
Ericsson AB (Saudi Networkers Services)
2018.02 - 2022.02
Technical Services Lead
IBM India Pvt Ltd
2012.12 - 2018.01
Senior Specialist
Mobily Infotech India Pvt Ltd
2010.07 - 2012.11
Application Support Consultant
Etisalat (Gulf Computers LLC)
2008.12 - 2010.07
IT Specialist
IBM India Pvt Ltd
2006.09 - 2008.11
MCA - Computer Science
Vel's College of Science, University of Madras
BSC - Computer Science
DG Vaishnav College, University of Madras
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