Parm Atwal Email & Phone Number

- Providing 3rd line technical support on the Oracle Billing and Revenue Management (BRM) product for tier-1 telecom providers globally (for example, Vodafone, Orange, KPN, Rackspace).- Providing 3rd line technical support on Elastic Charging Engine (ECE), Pricing Design Center (PDC) and Offline Mediation Controller (OMC).- Providing 24 by 7 support.- Handle critical customer escalations.- Problem analysis and resolution which includes interfacing with customer teams, account managers, as well as product development and management teams which are globally located.- Handle response times within strict SLA's- Experience as a Oracle CGBU SPOC for critical Customer Project Implementations and deliveries.- Author various Knowledge Base articles and Technical White Papers to increase knowledge sharing- Participation in the Oracle CGBU Community.- Participation in the Duty Manager role- Training and mentoring new support engineers

- Provided support to the live broadband billing system - Worked closely with the Billing and Provisioning Operation teams to provide technical expertise - Involved in re-brand from Wanadoo UK to Orange UK- Provided 24 x 7 support cover- Weekly progress reporting to discuss issues and potential problems in live environment

- Working on the worldwide implementation of a common platform for the entire Reuters client - Building and supporting all the Infranet environments for testing purposes- Troubleshooting problems and any queries regarding Infranet- Writing technical documentation on environment builds and releases

- Working closely with the client to establish requirements and understand their business and associated procedures - Providing technical ability to solve client problems on-site - Setting up and configuring environments, testing, developing scripts and planning upgrades- Liaising with Portal Engineering to ensure resolution of product issue’s to meet client expectations- Communicated progress and kept the clients informed at all stages - Identified potential risks and provided risk management strategies to contain the risk whilst still meeting client expectations - Conducted product demonstrations - Assisted with pre-sales activities

- Developed a very good product knowledge on all aspects of Portal Infranet (now known as BRM) which includes billing, rating and customer registration - Developed standards and procedures for Web based and telephone based technical support- Analysed and interpreted customer issue’s (cases) to provide a resolution- As the product is tailored to specific business needs and customised for each customer, each case had to be thoroughly investigated- Provided remote support, dialling in to customer systems in order to diagnose the problem within the customer environment- Worked closely with top tier telecommunications customers such as Vodafone, Orange and Telewest, developing a good understanding of this industry