Managing Customer Channels Systems support, Stability , Payments and UAT biz Operations.

In charge of managing digital operations, customer channels, system stability, and performance management for du customer channels.Bridging the gap between business, IT, and operations support by collaborating closely with product owners, marketing, and the IT operations team on customer-first initiatives and new launch events.Creating a roadmap for digital platforms Stability and capacity planning based on business forecastsWorking with the Agile development team to expedite bug fixes and priority tasksCollaboration with the analytics team to improve KPI reporting and user error dashboards to enhance the customer experienceWorking with product owners to plan the online device launch and targeted customer campaigns, along with IT and operations for digital platforms, to drive the optimization track.Working closely with incident management and the operations team to resolve critical incidents within defined SLAs and with the least disruption possible.Collaboration with payment gateway vendors to improve payment acceptance rates and online payment experiencesTo ensure that critical journeys are proactively monitored by IT Ops using available tools in order to avoid any impact on customer experience as well as business SLAs and KPIs,

#Managing Digital and ESS Applications support teams for du Managed Services Telecom project.#Responsible for Service delivery and Assurance for Digital & ESS Applications Support with an Onsite and Offshore model of more than 50 members under my domain.#Responsible for overall Digital platforms and ESS systems availability and production maintenance.#To Ensure business continuation, risk assessment and review production deployments strategies#Foresee any operational risks and coordinate with different teams to mitigate the risks#Develop and maintain high standard procedure/policies to address operational efficiency#To ensure stability and bug free experience for end users on our digital channels.#Assess Development strategy and align teams with handover checklist to ensure smooth transition of projects to Operations#Capacity planning and forecasting to ensure system upgrades, expansions and reconfigurations are taken place timely#To Ensure all digital channels and customer centric KPI's are being met#Supervise development and Operational execution plans and provide assistance where ever needed

Leading digital Operations / eBuisness support team for du MSP project, Technical evaluation of digital deliveries and 24/7 production maintenance support for digital platforms.To ensure System Availability, 100% SLA & KPI achievement and customer satisfaction.

Responsible for 24/7 Operations Support for du online/ ebusiness applications like Selfcare, eShop,directory enquiry,carrier preselect,LDAP, CSR Portal & SSO..etc

Responsible for 24/7 Production Operations support in TSG Web Operations Support team for GE Energy/Wind/Aviation Project with Onsite-Offshore model.