Projects handled: MTS – OSS/BSS Support Team. MTS – IT Helpdesk team. Key Responsibilities: Translator/interpreter between the Russian Specialists and Indian level 2 team for educating the process end to end. Document preparation from Russian Language to English with professionalism. Took over responsibility to set up the IT helpdesk and L1 OSS/BSS support team for the billing system FORIS by Sitronics Czech. Managing the Team that solves the L1 / Operation level technical tickets post implementation. Responsible to recruit the required man power for both IT Helpdesk and L1 support team Ensure better plan for the knowledge transfer. Responsible for the Knowledge transfer from L2 Russian team to Indian employees. Setting up the process and responsibilities for the IT helpdesk (24/7) as per the requirement from the Client. Managing a team size of 7 Member IT helpdesk Managing a team size of 14 Member L1 level support team. (Indian Team) Finding the process breakage in the Billing system after every release/patch. Manage the 20 associates/ 1 Manager of the vendor team who are the part of the L1 support team. Setting up the KPI for the different kindly of operation requirement. Driving process improvements and quality methods across the operational processes. Ensure quality service delivery and meeting SLA’s Driving overall program performance by setting goals and monitoring to performance improvement. Reviewing Performance of direct reportees. Responsible for employee development and growth. Planning resources both Infrastructure & Manpower for operations based on existing processes, expansion plans, attritions etc. and work out action plan in consultation with Project Director. Managed below mentioned teams : Billing and Mediation Mobile Number Portability Voucher Management System Presale Provisioning CRM Resource Inventory Inter-partner connect Account management Service Provisioning Assurance

Faculty of Therapeutic and Clinical Psychology