1. Release Planning and Coordination: -Define the release strategy: Work with development, QA, operations, and product teams to define the release scope, objectives, and timelines. -Create a release plan: Prepare detailed plans, including timelines, milestones, and key deliverables. -Coordinate across teams: Ensure all stakeholders (development, QA, operations, etc.) are aligned and aware of their responsibilities and deadlines.2. Release Process… Show more 1. Release Planning and Coordination: -Define the release strategy: Work with development, QA, operations, and product teams to define the release scope, objectives, and timelines. -Create a release plan: Prepare detailed plans, including timelines, milestones, and key deliverables. -Coordinate across teams: Ensure all stakeholders (development, QA, operations, etc.) are aligned and aware of their responsibilities and deadlines.2. Release Process Management: -Standardize the release process: Define and document a consistent release process to be followed by the team. -Automation implementation: Work with DevOps teams to automate deployment processes, testing, and monitoring to improve efficiency. -Manage release branches: Oversee the management of code branches, including creation, merging, and versioning.3. Version Control and Change Management: -Track changes: Maintain detailed logs of changes, new features, bug fixes, and configuration changes in each release. -Manage versioning: Ensure the proper versioning of releases, including minor, major, and patch releases. -Change approvals: Collaborate with Change Advisory Boards (CAB) to get approval for changes in production environments.4. Risk Management and Issue Resolution: -Identify risks: Anticipate potential issues during the release cycle and prepare contingency plans. -Resolve conflicts: Act as a mediator between development, operations, and QA teams to resolve conflicts or bottlenecks. -Monitor and mitigate: Continuously monitor the release process to ensure any issues are identified and resolved promptly.5. Deployment Management: -Schedule releases: Work with teams to plan and execute release windows, ensuring minimal disruption to users. -Monitor deployments: Oversee the actual deployment process, ensuring that deployments happen smoothly and with minimal downtime. -Rollback strategy: Ensure there is a clear rollback plan in case the release fails. Show less

1. ITIL Certified Service Manager with overall 9 years of demonstrated expertise in MIM & ITSM. Managing clients across Network/IT & FMCG Industries by working in association with engineers and management personnel in multiple business technological/domains.2. Project Coordination: Assisting in the coordination and execution of process execution & enhancement during projects, including setting timelines, tracking progress, and ensuring alignment across teams.2. Client… Show more 1. ITIL Certified Service Manager with overall 9 years of demonstrated expertise in MIM & ITSM. Managing clients across Network/IT & FMCG Industries by working in association with engineers and management personnel in multiple business technological/domains.2. Project Coordination: Assisting in the coordination and execution of process execution & enhancement during projects, including setting timelines, tracking progress, and ensuring alignment across teams.2. Client Relationship Management: Delivering high quality and efficient service to both the internal and external clients having a direct impact on business outcomes such as client retention & process improvement. Achieving operating/margin targets and ensuring timely delivery of allcritical milestones by the team to various clients.3. Service Operations and Delivery: Rich experience in planning & implementing IT service delivery standards and major operational policies in business organizational IT by finding and resolving composite issues impacting achievement of service delivery objectives.4. Incident Management: Extensive experience in managing and controlling a cadence of incident lines in accordance with Incident Management guidelines.5. Quality Assurance: Monitoring the process quality and user experience, identifying issues or bugs, and working with relevant teams to address them in a timely manner. Show less

Responsible for developing and maintaining road-map for reporting and analytics, driving performance management, operational excellence and customer satisfaction through information management, analytics & insights, innovation and continual service improvement.Working with T-Mobile US business to identify, analyze and document the business requirements. With Agile methodology at hand, recommending business priorities, and advising business on options, risks, and solution to relevant… Show more Responsible for developing and maintaining road-map for reporting and analytics, driving performance management, operational excellence and customer satisfaction through information management, analytics & insights, innovation and continual service improvement.Working with T-Mobile US business to identify, analyze and document the business requirements. With Agile methodology at hand, recommending business priorities, and advising business on options, risks, and solution to relevant stakeholders & vendors is one of my main objectives.Worked as a key stakeholder in development of a smart ticketing solution (TIPS - Ticket Intelligent Problem Prediction System) that uses Deep Learning and NLP (Natural Language Processing) algorithm to cluster the problem description in an upcoming ticket and uses Machine Learning to map it to an existing Problem Ticket. This solution helped in reducing the ‘Mean Time to Resolve (MTTR)’ of an incident by 30% and in turn, improving the Customer Satisfaction Score.Handling customer and vendor engagement, managing customer relationship by being a prime representative (interface) of Ericsson, building confidence and trust, ensuring the project progress by arranging meetings and customer events and making sure to do constant collaboration with key stakeholders and continuous improvement at every stage.Executing end-to-end TQI (Ticket Quality Index) audit drive to ensure that quality index of our resolution on customer-reported incidents to be above 90%. To avail this, introduced a “Process Deviation Management” program where individuals who constantly failed on audits, underwent competence development scanner. Show less

Working effectively and delivering SLA commitments across many organization boundaries, including ecosystem partners (suppliers, IT team members and business leaders and team members).Incident Management, Event and Alarm Management.Working on preventive (infrastructure – OS/Database) and reactive (customer incidents) tickets across all applications within the Telecom Stack using ITSM (BMC Remedy) tool.Access Management to grant read, write & execute access to the end… Show more Working effectively and delivering SLA commitments across many organization boundaries, including ecosystem partners (suppliers, IT team members and business leaders and team members).Incident Management, Event and Alarm Management.Working on preventive (infrastructure – OS/Database) and reactive (customer incidents) tickets across all applications within the Telecom Stack using ITSM (BMC Remedy) tool.Access Management to grant read, write & execute access to the end customers & vendors as well internal stakeholders.Driving the Proactive Incident & Problem Management program for all landscapes across the business.24*7 Support for Application and Infra Stack. Monitoring Tools - Netcool, Solarwinds, Splunk, Extrahop, Enable, Tableau dashboard.Application Sanity Testing, Defect Analysis & Resolution (JIRA), Priority Incident Bridge support (IMT), Server Health Checks, Spectrum Dataset upgrade (Precisely vendor) and Vertex deployment. Show less

Data Analysis: Gathering, analyzing, and interpreting data related to billing solution, user behavior, market trends, and operational metrics to identify areas for improvement and optimization.Process Optimization: Collaborating with cross-functional teams to streamline the BAU task & processes, identify bottlenecks, and implement solutions to improve efficiency and effectiveness.Reporting and Insights: Generating regular reports and dashboards to communicate key product… Show more Data Analysis: Gathering, analyzing, and interpreting data related to billing solution, user behavior, market trends, and operational metrics to identify areas for improvement and optimization.Process Optimization: Collaborating with cross-functional teams to streamline the BAU task & processes, identify bottlenecks, and implement solutions to improve efficiency and effectiveness.Reporting and Insights: Generating regular reports and dashboards to communicate key product performance metrics and actionable insights to stakeholders, such as product managers, engineers, and executives.Documentation and Documentation Management: Creating and maintaining documentation such as process requirements, specifications, and standard operating procedures to ensure clarity and consistency across teams.Stakeholder Communication: Facilitating communication and collaboration between different teams involved in enhancing the process solution, including organizing meetings, gathering feedback, and providing updates on project status.Continuous Improvement: Proactively seeking opportunities to enhance processes, tools, and methodologies to drive continuous improvement in product operations and outcomes.Handling 1st Level Operations in Billing & Finance domain for T-Mobile project. Providing technical support for BSCS (Billing Support & Control System), Single-view Billing system & CBiO module.Executing daily billing cycles in production, managing the reconciliation task for all prepaid subscribers and providing support for all revenue assurance tickets related to billing & finance reports. Show less

Joined Ericsson as GET as part of ON-CAMPUS hiring from NIT Jamshedpur. Underwent all the orientation programms carried out by Ericsson. My day-end jobs included learning basics of Unix, My-SQL and billing solution of Ericsson (BSCS).

Worked as a trainee under Summer Training Programme at Tata Steel Pvt Ltd.