• Managing and leading a team of highly motivated engineers to meet project SLAs and organization KRAs.• Recruiting the right people and mentoring them.• Playing a major role in creating an L2 support pool to support various projects.• Coaching and mentoring the team by identifying their strength and weakness.• Setting up goals for the subordinates as a part of their individual development plan.• Devise effective knowledge transfer plans to onboard the newcomers to the… Show more • Managing and leading a team of highly motivated engineers to meet project SLAs and organization KRAs.• Recruiting the right people and mentoring them.• Playing a major role in creating an L2 support pool to support various projects.• Coaching and mentoring the team by identifying their strength and weakness.• Setting up goals for the subordinates as a part of their individual development plan.• Devise effective knowledge transfer plans to onboard the newcomers to the team.• Maintain account-specific functional and technical knowledge for creating a knowledge base.• Playing a key role in creating a knowledge base to support multiple projects and motivating the team to work as a part of the cluster.• Engage with cross-functional teams such as R&D and QA.• Created support best practice documents for customer accounts. Show less

Conducting ticket review meetings with customer.Performing readiness to perform on-site/remote installations of Redknee BSS applications for all customers across the globe.Handling CRITICAL callouts reported by the customer and restoring the services within the SLA period.Key Contributor in providing On call technical support over the weekends.Supporting deployment activities as and when required.Managing Change management activities.Prepare Method of Procedure for… Show more Conducting ticket review meetings with customer.Performing readiness to perform on-site/remote installations of Redknee BSS applications for all customers across the globe.Handling CRITICAL callouts reported by the customer and restoring the services within the SLA period.Key Contributor in providing On call technical support over the weekends.Supporting deployment activities as and when required.Managing Change management activities.Prepare Method of Procedure for upgrade and change requests, preparing Root cause analysis documents for Critical issues and Incident reports and Post activity reports for software upgrades and emergency patches.Handling BSS issues for the customers with Redknee applications which are deployed across the globe.Various roles carried out onsite:- Inmarsat, UK - Onsite support Engineer.- Karabakh Telecom, Armenia. - Onsite support engineer.- Digicel Jamaica, Jamaica. - Onsite Consultant.- Botswana Telecommunications Corp. Ltd, Botswana. - Onsite Consultant.- Three Telecom, Ireland - Solution delivery specialist. Show less

 Scheduling meetings with the stake holder to understand the Change requests (CR) raised by the customer. Understanding the functional requirements related to the CR. Drafting BRS (Business Requirement Spectifications). Work with the R&D during the design and development phase. Work with the deployment teams to roll out the CR into production. Work with the customer to finish the ATP (Acceptence test plan). Work with the support teams during the CR launch.