Rohitt Shah Email & Phone Number

Pune Area, India

Pune Area, India

We at Mystic Solutions provides Vastu, Numerology, iChing, Fengshui and other mystic science consultancy. Our solutions guarantees results and we stand by this statement.We have ZERO failure rates and counting. We cater normal residence to a large business houses.

Aundh

Managing business division of SQTL/Mindkraftors. Also Soft Skill trainer.

Currently managing Remedy Enterprise as well as On Demand (SaaS) support team. Previously responsible for System Performance Mgmt application (BPA), ITSM Applications and Remedy On Force application support team. Serving customers across the globe.Played a key role on special projects – TOP Account Segmentation to member of Global ESM Support Council – responsible for developing and successful implementation of new global practices and processes - external and internal. Best utilization of existing resources, establish support team for Remedy On Force and SaaS offerings.Internal Projects:o May’11 – On going: MgMt of SaaS Application Support team - which covers all 3 GEOs, SaaS Account Management (TOP MNCs Accounts) to bring back much needed operational excellence, building customer faith and generating more opportunities.o Sep-Nov’10: Successfully transferred Module based support structure to Application based. Achieved higher CSI, employee satisfactions, Resources savings and removed dependency structure. o Dec’09 – Apr’10: Cloud support model design for RemedyOnForce (RoF). Cloud Support team set- up. Successfully set-up cloud support team, new process set-up between SalesForce and BMC. Seamless operation was achieved with well laid out structure that successfully supports on Premise, cloud offerings.o Sep’09 – Jun'11 Member of BMC Quality Management Team, review and new process designo Apr’09 – ToDate: Took the responsibility of managing ITSM (Service Desk Express) support teamin addition to Capacity Management Application support team.o Dec’08 – Mar’09: Introduce Account Segmentation practice – enable to closely monitor big revenue accounts well in advance, gave over all view of accounts to Executive team. This practice guaranteed smooth account renewals. Define Executive summary report, to provide high level summary.

Managing a total team strength of 45+ NOC, Application support, SMEs, Solution Delivery Engineers, Support and Delivery Manager and Service Delivery Manager. Out of this 45+ team members 8 are direct report. Engineers support customer across the globe with NOC team offering 24X7, 365 days a year service. Also, served as customer service account manager for APAC customers and service delivery management roles for same region. Currently responsible for growth of Pune operation teams to cater new applications and growth across globe. Areas of expertise Customer support and relationship MgMt, Project MgMt.

Managing 14 Application support Enginers and 11 NOC engineers. Engineers support customer acrross the globe with NOC team offering 24X7, 365 days a year service. Also, customer service account manager for APAC customers and doing service delivery managment roles for same region.

Leading a team of 12+ support Analysts, supporting Real time billing system (ICSB, CSB) to Sibel,Analytic, eMarketing, Crystal Reports, ARBOR, Vitria, IBIS System etc...At MCI, I have had an opportunity to work in different role - from being hands-on expert, an analyst to Team lead/manager. I was one of the lucky one to get to work in an environment where no processes were defined to getting an ISO mark for application support group. I and my team have reduce number of tickets from well over 200+/ month to hardly 30/month for billing system and that had enable us to support many applications. I made, my team became part of the system design. low level design to high level design review team so we can get best software in production. Also managed rollout of SIEBEL 7.XX application to EMEA and APAC countries. SIEBEL rollout enabled me to work with different MCI customers in different countries to working with 3rd party vendors.

- Top cable operators in UK - NTL, Telewest, Eurobell, Scotish Telecommunication.- Product support on SMS (Subscriber Management System) and handled Data Analysis correction through SQL or DCL scripts.Part of the Data Archiving project team, managed to successfully rolled data archiving process.Switch data conversion project.Release management / system upgrade of SMS software.

Contractor. Development web sites for the company and its small number of customer based in Luton, UK.

B.Eng

B.Tech