Tech Mahindra from March 2011 till Date CLIENT: BRITISH TELECOM AS BUSINESS CONSULTANT KEY CUSTOMERS: BOUYGUES TELECOM, TIME MALAYSIA, SFR, ZAJIL TELECOM, SPACE HELLAS, DU TELECOM, COMSOL, TELEKOM MALAYSIAResponsibilities:• Creating learning materials such as training documents and presentations.• Supporting BT Suppliers across the globe for BT Global Services in Direct Internet Service Providers.• Identifying the business requirements, stakeholder management, implementing process design, preparing monitoring end to end service delivery and an active participant in solving in life issues.• Manage process and support teams with active engagement in internal project management activities like audit, delivery, review, resource, and knowledge management.• Identifying, defining, and documenting business needs and objectives, current operational procedures, problems, input and output requirements and levels of systems access after consulting with functional unit management and personnel.• Gathering information from multiple sources and critically evaluating it, reconciling conflicts, disseminating high-level information into details and distinguishing user requests from their needs.• Adjudicate the supplier based on operational, pricing and geography.• Understand Operational Model, delivery & assurance parameters of the suppliers by discussions.• Finalise the supplier/suppliers based on the defined KPIs• Make the Master service agreement document with the supplier, which is a contractual document covers legal, commercial, financial, SLA, Escalation matrix, leasing terms and legal terms & conditions.• Prepare the Service Operational manual document which is a non – contractual document with supplier covering service delivery and service assurance end to end process for ensuring the smooth and hassle-free delivery.• Ensure the customer teams are trained properly to make the smooth ordering.

• Coordination between onsite and offshore teams to achieve SLA of steady support.• Functional consultant providing support to the following R/3 and CRM processes.• Sales Order Creation in SAP CRM Interaction Center.• Timely closure of support tickets by coordinating between onsite and offshore teams.• Ensure proper communication between the two locations.• Follow up with onsite team for any clarifications needed on the support issues.• Coordination between the onsite and offshore teams to ensure timely closure of support• Sales Order Creation in R/3 through CRM middleware integration.