As Business Process Manager in BNEW (Business Area Networks), I am expected to provide the delivery organization with appropriate and efficient processes, delivering the value required and expected by our customers and key stakeholders. Support process, tools and information connectivity within multi-functional Areas to enhance end to end process efficiency, effectiveness and automation potential as well. Perform information security risk management tasks, i.e. Information security classification, Retention rules, Information Security Risk assessment, Privacy Impact assessment and System to System Data Transfer Approval.Key Deliverables• End to end process management for NRO (Network Rollout) domain. • Ensuring the tools are in line with the defined process and define end to end map of different tools with processes and activities.• Identify the automation/digitization opportunities and drive them towards implementation.• Responsible for integrating requirements from Group Steering documents like Security, Data Privacy, Trade Compliance, Occupational Health & Safety, etc.• Act as Information Asset Custodian for Information Assets in NRO domain.

As a Process Consultant, I was expected to manage processes requests from various accounts/customers. Processes need to be developed, deployed, audited and continuously improved. The key responsibility is to understand account process requirement as per Ericsson’s process framework (ITIL & eTOM). Which includes developing of processes, Roll out of processes, process audits, process feedback, continuous process improvement, conducting process awareness training etc.Key Deliverables• Process Consulting• Planning & Execution of new requests/projects for process deployment by ensuring synergy and agreement between stakeholders for smooth transition/transformation.• Resource, Budget Planning and Risk Management. Preparing global plan for process deployment & its implementation in terms of Planning (resource, competence, budget requirement) and Execution (timelines, Cost savings etc.). • Monitoring & Reporting of progress, budget to Steering Group. • Implementation of data driven processes across accounts globally.• Align and assure smooth handover in terms of agreement (WLA/OLA) and process.• Compliance with Global directives.

As a domain specialist, I am expected to:* Support the Global Deployment Function on methods and act as subject matter expert in the assigned area.* Support, provide guidance and mentorship to Global Process Champions. * Work actively with knowledge sharing within the domain.* Raise quality awareness in the Global PC group and guide in execution phase, if needed.* Support management in competence build and ensure that required level of knowledge and skills are met among Global PC’s, * Handle escalation from Global PC’s regarding technical issues.* Act as a SPOC for all new incoming requests of process deployment which includes planning phase and execution phase. * Support in on-site workshops (during planning phase) including educating, analyzing and documenting the applicability, presenting benefits and estimating cost for execution phase. * Responsible for FOA of new processes developed. * Provide training of training packages outside own organization upon request.

As a Process Champion, I am expected to manage processes for various accounts/customers. Processes need to be deployed, audited and continuously improved. The key responsibility is to understand account process requirement as per Ericsson’s MSTOP (ITIL & eTOM). Develop processes, Roll out of processes, process audits, process feedback, continuous process improvement, conducting process awareness training. Key Deliverables• Implementation of MSTOP (Ericsson process framework) across accounts globally.• E2E Agreement (WLA/OLA) & Process management support to establish Operation in India within timeline.• Align and assure smooth handover in terms of agreement (WLA/OLA) and process.• Ensuring synergy and agreement between stakeholders for smooth transition• Training and KS to team of engineers• Compliance with Global directives. • Process Change governance and reviews

As a Senior Engineer IPX Back Office, I was responsible for operation and maintenance (O&M) of IPX nodes and services. Meet or exceed the IPX network availability targets. Work on trouble Tickets as day to day activity. Ensure the required uptime and service levels for VAS nodes. Ensure proper compliance. Handle Emergency incidents and corrective maintenance in network. Upgrades and Expansions of IPX network. Support IPX Front Office team for fault rectification. Perform system administration activities for IPX nodes and tools. Analyze the reports and provide feedback to the team and management about the team’s performance and achievability of targets. Training & competence development tasks for the work force.Key Deliverables• Owner of Incident Management, Problem Management, Change Management, User Account Management and Configuration Management Processes.• Owner/Administrator of the Service Desk Tool which is used to log all the incidents, service requests, problems, assets, changes and used to generate the reports.• Deployment of IPX server application from development to production.• Owner of the VPN setup process (VPN to be set up between IPX and operators).• Configuration and troubleshooting Activities (Involve the complete knowledge of UNIX and Oracle) in to the real time system for SMS,MMS and WAP services (Primary services provided by IPX)• Generate and analyze the reports and provide feedback to the team and management about the team’s performance and achievability of targets.• To consistently identify the scope of improvement in existing processes & to carry out necessary changes.• Training & competence development tasks for the work force.

Working as Engineer, I was responsible to handle IPX project. IPX is Internet Payment eXchange which serves as a content gateway and covers the thirty market unit world wide. IPX provides VAS services SMS, MMS, WAP, WEB, SUBSCRIPTION and DC. In addition to that worked as a Configuration Manager. Looked after the user management and change management as well.

Worked as Support Service Engineer. The job included:• To work on Unix/Linux environment with shell scripting, Linux Heartbeat Clusters, SAN/NAS storage, Oracle9i/SQL, Digital imaging solutions for Radiologists and Cardiologists, DICOM and HL7.• To provide support and remote troubleshooting on Unix/Linux servers installed in all major hospital chains across USA as we build PACS systems for them.• Involved in basic administrative activities involving Linux Heartbeat (HA) clusters.• Monitor and report storage availability on SAN/NAS and Tivoli /TSM backup devices.• Working as per DICOM and HL7 standards on advanced visualization or image display.• Coordinating work with onsite vendors like IBM, EMC, NETAPP and Veritas.

Worked as :Resolution Specialist (Aug 2006- June 2007) Technical Consultant (Feb 2006- Aug 2006)Associate (Oct 2005 – Jan 2006)Trainee (Aug 2005 - Oct 2005)• Providing technical assistance to a team of 20 to 25 Technical Support Associates • Taking regular sessions and updating the team about the client’s policies and procedures.• Monitoring the Technical Support Associates (Software: IEX Total View FS_CMS, NICE) • Auditing and monitoring calls and providing constructive feedback to the agents on Call-to-call, day-to-day basis.• Working as a Resolution Specialist as providing technical support to Level 1 Technicians• Providing technical troubleshooting for all hardware & software related issues to the clients on the phone.• Installing / Supporting Windows Family OS & various software.• Following up with the customers to get feedbacks & attending their complaints.• Developing techniques to improve client servicing for retaining customers.• Ensuring compliance of various quality parameters