Handling ITSM - Release management process for Oracle ( Telenor) project.

Upgradation of Comptel Eventlink Mediation system from Comptel 6.1 to Comptel 7 versionStreams migration and nodes configurationOnline Charging Gateway and Subman Autorenewal system server setup and migration to Comptel 7CDR collection and tranfer to downstreams - Big Data , Tera Data, Billing , FMS and Roaming SystemRoaming rejection handling - Steve TAP Editor toolCo-ordination with roaming clearing house and roaming partnersRoaming Test scenarios on Comptel Eventlink pre-production machineDispute with Clearing house and RP based on Rate agreement / AA14New roaming partner configuration in production environmentRAP report handling disputeExchange Rate configurationAttend weekly meetings with Core Teams (Hauwei / Ericsson) for smooth Testing and Test results of roaming scenariosHandling escalation related with TAP / NRTRDE and HUR Analyzing Fraud usage by HUR reportsWorks along with Revenue Assurance Team to avoid any revenue leakage24/7 availability Extraction of TAP / Revenue reports usage as per Management requirement by sql queries.Worked on migration of Comptel EL6 to EL7 VersionStreams / Nodes migration to new platformConfiguration of Lookup tablesFirewall opening from all core msc for CDR collelctionAttending Release and Change management meetings Deployment of Release and Change in approved windows on production / pre-production / DR serversCDR Testing and activity attend with Core network TeamsSeverity Incident handling through BMC - Remedy toolAutomate the monitoring scripts for proactive actionShift Roster and resource availability

Upgradation of Comptel Eventlink Mediation system from Comptel 6.1 to Comptel 7 versionStreams migration and nodes configurationOnline Charging Gateway and Subman Autorenewal system server setup and migration to Comptel 7CDR collection and tranfer to downstreams - Big Data , Tera Data, Billing , FMS and Roaming SystemRoaming rejection handling - Steve TAP Editor toolCo-ordination with roaming clearing house and roaming partnersRoaming Test scenarios on Comptel Eventlink pre-production machineDispute with Clearing house and RP based on Rate agreement / AA14New roaming partner configuration in production environmentRAP report handling disputeExchange Rate configurationAttend weekly meetings with Core Teams (Hauwei / Ericsson) for smooth Testing and Test results of roaming scenariosHandling escalation related with TAP / NRTRDE and HUR Analyzing Fraud usage by HUR reportsWorks along with Revenue Assurance Team to avoid any revenue leakage24/7 availability Extraction of TAP / Revenue reports usage as per Management requirement by sql queries.Worked on migration of Comptel EL6 to EL7 VersionStreams / Nodes migration to new platformConfiguration of Lookup tablesFirewall opening from all core msc for CDR collelctionAttending Release and Change management meetings Deployment of Release and Change in approved windows on production / pre-production / DR serversCDR Testing and activity attend with Core network TeamsSeverity Incident handling through BMC - Remedy toolAutomate the monitoring scripts for proactive actionShift Roster and resource availability

•More than 6 years of experience in Telecom Domain – With different department and at different levels•My exposure in different Telecom system – Mediation / Provisioning / Billing and Customer Technical Support helps me in understanding the issue from root and faster resolution of a complaint.• Successful roll out from legacy Mediation to Comptel Eventlink 6.2•Interaction with client (Mobily – Saudi Arab) in order to understand and analyze customer requirements, thereby aligning the process to achieve SLA.•Incident Management – Creation and closure of Incident request and follow up with core Engineering team till the issue gets resolved through BMC Remedy ticketing tool•SLA Management - Ensuring minimum turnaround time for resolving customer complaints and maintaining high customer satisfaction levels.•Identifying causes for dissatisfaction among customers/ system problems & taking steps to overcome the same.•Alarm Management - Ensure closure of the BMC Patrol alarm within given SLA (Delay in file collection / distribution, System Health - Disk Space, CPU utilization) assigned to different core IT teams.•Release Management - Coordinate with Development and QA Team before any change and release in production environment. Ensure deployment, implementation and smooth functioning. •Single point of contact from the operations and client in any critical situation, Handling Escalation calls of client / different departments and ensure resolution on urgent basis.•Attend regular meeting with vendors – (Ericssion, Huawei and Nokia Siemens) for existing issues and future changes if any in MSC. •Reconciliation of services – IN / MSC, Active MSISDN / Service Request, Revenue Reconciliation (CDR) through Database using SQL queries.•Performing root cause analysis of any global problem with customers.•Entertain user calls with questions/issues and create BMC REMEDY tickets and assigning it to concern core team. Making follow up to close the issue in given SLA.

•Provisioning of VAS and New SIM activation with help of front end tool Arbor OM and Arbor BP.•Retaining the customer during escalation calls by up selling of VAS products and offering new bill plans which can suite his requirement after analyzing his life cycle.•Taking Escalation Calls of Corporate customers and offering them solution in given SLA.•Following up PAN India Circle i.e. regular updation with various regional teams•Conducting regular training and updating the team on products and services.•Co-coordinating with AES voice executive at PAN India level for Escalating/Resolution.•Updation of PAN India Waiver matrix for each circle.•In the absence of Team Manager, maintaining the weekly roaster, also looking after the ACD and keeping track of login hours of every individual executive