I have 11+ years of experience in Business Process Management / ITSM Consulting / Business Analysis / Project Management for Telecom and IT based programs• As a BPM Consultant, I have expertise in Requirement gathering, Requirement analysis, Workflow design, Process improvement, Project management & estimation, Audit, Leadership, Quality assurance and Customer service • As a Designer, Job role involves high interaction with – clients to understand their requirements and suggest feasible solutions, technology teams to explain the expectation & solution, and coordinating will all involved teams for efficient & timely delivery of solution• Lead the Provisioning process (Lead to Cash) team for laying fiber for British Telecom’s Next Generation Access network Fiber to the Premises (FTTP) / Fiber to the Cabinet (FTTC) / Local Loop Unbundling (LLU), which involved holding multiple workshops and meetings for process consultation and improvements• Service Measurement & Reporting for Customer centric SLAs/KPIs and Operational Metrics• Deliver PMO specific reports as required for Customer & Senior Management• Perform Review & Audit of Business Processes & assist Operational teams with upgrade of SOP / Operational procedures • Produce SOP / Operation Process Workflow / ITSM Process documentation for various domain teams• Acted as BPM CoLo (ODC) Lead for the BT Openreach & VHA assignments. Initiated, managed and contributed to various CoLo activities (Workshops, Hothouses, Ideation Sessions)• Practicing Project Management, Project Audits, PMO & Status Reporting activities for BPM APAC projects• Well Conversant with ARIS Process Modelling tool, and MS Visio for designing process models. Expertise on MS Excel for Data Analysis & Reporting

Worked as a Process & Service Designer for BT’s Cloud Networking Strategy Program wherein the existing customers are being offered connectivity to various Cloud Service Providers using strategic cloud infrastructure. • Designing processes for Operational teams working on the provision of One Cloud Cisco services like Call Recording, Telepresence, Self Care to BTGS customers • Working on the Strategic as well as Tactical Operational Processes and workflows required for the services to be offered to Customers, along with Jeopardy management scenarios• Engage in E2E cycle, ranging from feasibility study, requirement articulation (process specific stories), proposing high/low level design changes and documentation, Gap Analysis (As-Is, To-Be), problem identification to feed any potential requirements back to Product Line• Analyzing operational and system impacts to provide overall Impact Assessment to all the stakeholders. • Preparing high & low level process design and workflows through consultation with stakeholders on business requirement and ensuring adherence to release timelines & quality standards• Creating Process models for Service Delivery & Service Assurance journeys using ARIS/Oracle BPA and MS VISIO tool• Resolved In-Life, OSS issues and escalations. Monitoring order entry processes for compliance to RFT & CT and suggesting improvements as part of Root Cause Analysis & Resolution of Issues