End-to-End Solutions Designer
Virgin Media
(Telecommunications, >10.000 employees)
Keywords
Skills
- 19 years of full system development life cycle experience in IT and Operations using Global Delivery Model
- Experiences with start-up and larger organisations, designing multi-tier architectures, with local and global operations
- Extensive experiences in streamlining Business Operations and thereby improving Customer Experience (CE)
- Evaluate and present innovative, pragmatic & cost-effective solutions and help organisations achieve high performance
- Experience in defining and delivering architecture vision and roadmaps, including micro services architecture
- Drive effective use of Data Analytics & Business Intelligence to facilitate cross-selling and strategic decision-making
- Lead IT systems rationalisation and transformation, to meet corporate goals and regulatory requirements
- Excellent stakeholder management skills and the ability to influence both business and technical audiences successfully
- Chairing workshops and presenting transformation Business Cases to directors and C-level executives
- Proficient at Agile Scrum with proven ability of leading multi-cultural domain/technical specialists
- Contribute to thought capital and mentor other members of the architecture and practice groups
- Customer / Account Management; Order Management; Service Management; Enterprise Data Analytics
- AWS; Microsoft Azure PaaS; Salesforce Marketing Cloud; Sigma OM & SMP; Kafka, Hadoop, Ab Initio
- Oracle Siebel CRM, Microsoft Dynamics CRM, Oracle Business Intelligence, SAP Business Objects, SQL, PL/SQL
- UML; IBM Rational Software Architect, Borland Together Architect; Caliber RM; MS Office, Visio
Project history
10/2016
-
03/2020
* Evaluated and presented innovative & cost-effective solutions for Horizon4RDK project, which aims
to launch next generation TV services and new devices to Consumer customers.
* Service fulfilment solution using a new COTS product and TV back-office platform
* Evaluated, presented and delivered interim solution to meet project timelines for launching
service to trials stage
* Supply Chain & Logistics solution to introduce new device manufacturer and TV devices into the
overall solution
* Migration solution, with hybrid cloud architecture - leveraging core on premises IT stack and
new AWS services, to software convert existing TV devices (STBs) in customer premises to the new
TV platform
* Driven effective use of Data Analytics, which included ingestion & analysis of ~10TB of streaming
data daily, to determine next best action and facilitate decision-making, whilst resolving
customer service problems.
* Defined reusable, extendable and scalable E2E device diagnostics framework for next generation
TV devices
* Leveraged Enterprise Data Analytics tools such as Kafka, Hadoop and Ab Initio in the solution
* Integrated Customer Care tools & IT systems with network monitoring & device remote management
components
* Delivered consistent cross-channel service customer care experience and cost savings
* Designed pragmatic and compliant E2E solutions to meet Business & Technology requirements, and
presented them to all stakeholders and solution design review board for sign-off.
* Event-driven Customer Communications framework to support Omni-channel customer experience
* Solutions to optimise in home Broadband customer experience by delivering new products and
features
* Solutions to deliver services to customers in a cost-effective manner, by expanding serviceable
premises in the UK
* Defined roadmap to streamline customer premise serviceability checks across the Business
functions
to launch next generation TV services and new devices to Consumer customers.
* Service fulfilment solution using a new COTS product and TV back-office platform
* Evaluated, presented and delivered interim solution to meet project timelines for launching
service to trials stage
* Supply Chain & Logistics solution to introduce new device manufacturer and TV devices into the
overall solution
* Migration solution, with hybrid cloud architecture - leveraging core on premises IT stack and
new AWS services, to software convert existing TV devices (STBs) in customer premises to the new
TV platform
* Driven effective use of Data Analytics, which included ingestion & analysis of ~10TB of streaming
data daily, to determine next best action and facilitate decision-making, whilst resolving
customer service problems.
* Defined reusable, extendable and scalable E2E device diagnostics framework for next generation
TV devices
* Leveraged Enterprise Data Analytics tools such as Kafka, Hadoop and Ab Initio in the solution
* Integrated Customer Care tools & IT systems with network monitoring & device remote management
components
* Delivered consistent cross-channel service customer care experience and cost savings
* Designed pragmatic and compliant E2E solutions to meet Business & Technology requirements, and
presented them to all stakeholders and solution design review board for sign-off.
* Event-driven Customer Communications framework to support Omni-channel customer experience
* Solutions to optimise in home Broadband customer experience by delivering new products and
features
* Solutions to deliver services to customers in a cost-effective manner, by expanding serviceable
premises in the UK
* Defined roadmap to streamline customer premise serviceability checks across the Business
functions
08/2015
-
09/2016
Solutions Architect
Lebara
(Telecommunications, 500-1000 employees)
* Proposed solution alternatives, presented merits and drawbacks of each, and recommended relevant
solution to Business, Technology and Regulatory requirements, whilst adhering to architecture
principles.
* Launch of e-top-up card leveraging ISO 8583 and 7810-13 standards and third party point of sale
service providers
* Compliant solution to Australia government's data retention, encryption and retrieval
obligations
* B2B Retailer wallet management solution for Lebara's distribution network by enhancing digital
services
* Collaborated with a solution partner in Germany and delivered ATM top-up solution for Lebara
Germany
* Evaluated and recommended products (SaaS / PaaS) & external services that will form part of the
solution delivery.
* Salesforce & Microsoft Dynamics CRM products and over 5 System Integrators for CRM re-platform
programme
* Zeta, FlyTxt, Adobe, Comviva, Salesforce and Lumata products for Campaign Management
re-platform programme
* Evaluated Experian and Salesforce products for Marketing Campaign and Service Emails send
management
* Ensured integrity of the solutions delivered by providing technical leadership to technology and
3rd party teams.
* Defined architecture principles and considerations for development of micro services oriented
integration platform, leveraging Microsoft Azure IaaS & PaaS, to integrate legacy environments
and external services to digital platforms.
* Created and issued templates of several artefacts such as Design Passport, Solution Overview, and
Solution Architecture.
solution to Business, Technology and Regulatory requirements, whilst adhering to architecture
principles.
* Launch of e-top-up card leveraging ISO 8583 and 7810-13 standards and third party point of sale
service providers
* Compliant solution to Australia government's data retention, encryption and retrieval
obligations
* B2B Retailer wallet management solution for Lebara's distribution network by enhancing digital
services
* Collaborated with a solution partner in Germany and delivered ATM top-up solution for Lebara
Germany
* Evaluated and recommended products (SaaS / PaaS) & external services that will form part of the
solution delivery.
* Salesforce & Microsoft Dynamics CRM products and over 5 System Integrators for CRM re-platform
programme
* Zeta, FlyTxt, Adobe, Comviva, Salesforce and Lumata products for Campaign Management
re-platform programme
* Evaluated Experian and Salesforce products for Marketing Campaign and Service Emails send
management
* Ensured integrity of the solutions delivered by providing technical leadership to technology and
3rd party teams.
* Defined architecture principles and considerations for development of micro services oriented
integration platform, leveraging Microsoft Azure IaaS & PaaS, to integrate legacy environments
and external services to digital platforms.
* Created and issued templates of several artefacts such as Design Passport, Solution Overview, and
Solution Architecture.
11/2011
-
07/2015
Senior Consultant
Infosys Limited
(Internet and Information Technology, >10.000 employees)
UK Business - Strategic BSS Stack; British Telecommunications Plc, Ipswich, UK
* Solution architecture consultancy services to a large BSS transformation programme at British
Telecommunications Plc.
* Defined Lead-to-Cash (L2C) solution architectures and solution designs to Business and
Regulatory requirements
* Product Model (commercial and technical specification) and definition of L2C processes for
Voice and Data services
* Translated business requirements into component & interface specifications and documented
solutions
* Product-agnostic solution architectures for Service Provision, Business Move & Debt and Data
Quality
* Design patterns and solutions for temporal events (both absolute and relative time driven
requests)
* Led in-life designs and engaged with capability managers for problem definition and solution
prioritisation
* Defined CRM, service provisioning and billing system component changes and integration needs
/ changes for the successful delivery of new products and services on the IT system stack
* Specialist guidance to the system component teams throughout the software delivery process to
live implementation
* Ensured that the high-level solution designs were delivered on time and were complied with the
business and regulatory requirements and were conformed to Enterprise Architecture standards &
principles
* Communications Domain Practice responsibilities at Infosys:
* Responsible for project team and their deliverables; track budget, invoicing, and profitability
of the engagement
* Evaluated and mentored practice (solution and process) consultants on best practices and
consulting services
* Led Knowledge Management in the practice group and developed SMEs in the identified areas
* Pre-sales activities - led RFP/ITT responses to leading Telcos in Europe (over £10 million) &
Asia-Pacific
* Solution architecture consultancy services to a large BSS transformation programme at British
Telecommunications Plc.
* Defined Lead-to-Cash (L2C) solution architectures and solution designs to Business and
Regulatory requirements
* Product Model (commercial and technical specification) and definition of L2C processes for
Voice and Data services
* Translated business requirements into component & interface specifications and documented
solutions
* Product-agnostic solution architectures for Service Provision, Business Move & Debt and Data
Quality
* Design patterns and solutions for temporal events (both absolute and relative time driven
requests)
* Led in-life designs and engaged with capability managers for problem definition and solution
prioritisation
* Defined CRM, service provisioning and billing system component changes and integration needs
/ changes for the successful delivery of new products and services on the IT system stack
* Specialist guidance to the system component teams throughout the software delivery process to
live implementation
* Ensured that the high-level solution designs were delivered on time and were complied with the
business and regulatory requirements and were conformed to Enterprise Architecture standards &
principles
* Communications Domain Practice responsibilities at Infosys:
* Responsible for project team and their deliverables; track budget, invoicing, and profitability
of the engagement
* Evaluated and mentored practice (solution and process) consultants on best practices and
consulting services
* Led Knowledge Management in the practice group and developed SMEs in the identified areas
* Pre-sales activities - led RFP/ITT responses to leading Telcos in Europe (over £10 million) &
Asia-Pacific
03/2009
-
10/2011
Senior Solutions Architect
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
BT Vision CE & Operations; British Telecommunications Plc, Belfast, UK
* Transformed system processes and streamlined Business Operations to improve Customer Experience.
* Defined key operational metrics that highlighted the hot spots in service provisioning &
activation.
* Effectively used mind-mapping to analyse problem areas and to articulate business benefits.
* Developed solutions and business cases, and successfully presented them to directors and c-level
executive.
* Led the implementation of solutions to optimise business operating model.
* Spearheaded the integration of operations team and analysts, and was commended by BT Seniors
including Ops Director.
* Pivotal in improving the CE by 3% and reducing customer complaints by 8%, thereby resulting in a
cost savings of £220k.
* Led the back-office & technical analyst teams in resolving the 70% of the issue backlog and
improving the data integrity.
* Provided effective & reusable solutions to the expedited Retail launch of Sky Sports, which aided
BT retain market share.
* Advisory - Operations Readiness & Support for the new variant of IPTV based service launch
(Canvas/YouView).
* Supported Operations, development, E2E test and deployment teams during and post major
deployments.
* Transformation & Solutions Group responsibilities at Tech Mahindra Ltd:
* Played a pivotal role in growing the current account - from a team of 7 consultants to a team
of 23
* Supervised a team of 6 consultants and mentored 8 analysts, who were based at multiple
geographic locations
* Contributed to the pre-sales activities and aided in winning new contracts from 2 other tier-1
Telcos
* Transformed system processes and streamlined Business Operations to improve Customer Experience.
* Defined key operational metrics that highlighted the hot spots in service provisioning &
activation.
* Effectively used mind-mapping to analyse problem areas and to articulate business benefits.
* Developed solutions and business cases, and successfully presented them to directors and c-level
executive.
* Led the implementation of solutions to optimise business operating model.
* Spearheaded the integration of operations team and analysts, and was commended by BT Seniors
including Ops Director.
* Pivotal in improving the CE by 3% and reducing customer complaints by 8%, thereby resulting in a
cost savings of £220k.
* Led the back-office & technical analyst teams in resolving the 70% of the issue backlog and
improving the data integrity.
* Provided effective & reusable solutions to the expedited Retail launch of Sky Sports, which aided
BT retain market share.
* Advisory - Operations Readiness & Support for the new variant of IPTV based service launch
(Canvas/YouView).
* Supported Operations, development, E2E test and deployment teams during and post major
deployments.
* Transformation & Solutions Group responsibilities at Tech Mahindra Ltd:
* Played a pivotal role in growing the current account - from a team of 7 consultants to a team
of 23
* Supervised a team of 6 consultants and mentored 8 analysts, who were based at multiple
geographic locations
* Contributed to the pre-sales activities and aided in winning new contracts from 2 other tier-1
Telcos
10/2008
-
02/2009
Senior Solutions Designer
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
Pan-BT Systems Transformation; British Telecommunications Plc, Milton Keynes, UK
* Led two key cross LOB business initiatives at BT, aimed at transforming user experience for over
10000 engineers by - (a) Providing strategic appointing functionality, and
(b) Delivering strategic timesheet & expenses modules.
* Assisted BT core design team in successfully piloting new operating model (CFT - Cross Functional
Team).
* CFT included 11 Business Analysts & end-to-end designers, 4 Oracle consultants, component
designers, and E2E testers.
* Organised and collaborated with the multi-vendor teams based at multiple locations in
successfully delivering solutions.
* Chaired Daily Agile Scrum, Sprint Planning & Review meetings; and, managed Sprint Backlog and
Burn down chart.
* Led two key cross LOB business initiatives at BT, aimed at transforming user experience for over
10000 engineers by - (a) Providing strategic appointing functionality, and
(b) Delivering strategic timesheet & expenses modules.
* Assisted BT core design team in successfully piloting new operating model (CFT - Cross Functional
Team).
* CFT included 11 Business Analysts & end-to-end designers, 4 Oracle consultants, component
designers, and E2E testers.
* Organised and collaborated with the multi-vendor teams based at multiple locations in
successfully delivering solutions.
* Chaired Daily Agile Scrum, Sprint Planning & Review meetings; and, managed Sprint Backlog and
Burn down chart.
11/2007
-
09/2008
Senior Solutions Designer
Tech Mahindra Limited
(Telecommunications, >10.000 employees)
BT Business Strategic Stack [BT BSS]; British Telecommunications Plc, Milton Keynes, UK
* Programme aimed at transforming the complex legacy IT stack by building SOA-based BT Business
Strategic Stack.
* Business Engagement & Requirements Management
* Responsible for ensuring all business requirements are documented, managed and detailed so that
the applications team can build and deliver solutions
* Stakeholder analysis and mapping - comprised of stakeholders from 5 Business Channels & 3
Technical teams
* Chaired Sprint Planning, Review and Retrospective meetings with all Business & Technical
stakeholders
* Led team to work with business leaders and other stakeholders to identify business capability
needs and prioritisation.
* Developed transition architectures & roadmaps describing how existing system landscape is
transitioned to target state.
* Collaborated with the BT's Regulatory team to ensure compliance to the Ofcom's Telecom Strategic
Review (TSR).
* Responsible for managing the E2E solution design team, engagement with Oracle team and their
deliverables.
* Developed the team from 8 to 30+; led and mentored the analysts and designers inducted.
* Trained new design resources inducted into the team on the BT Business Organisation and mentored
them.
* Programme aimed at transforming the complex legacy IT stack by building SOA-based BT Business
Strategic Stack.
* Business Engagement & Requirements Management
* Responsible for ensuring all business requirements are documented, managed and detailed so that
the applications team can build and deliver solutions
* Stakeholder analysis and mapping - comprised of stakeholders from 5 Business Channels & 3
Technical teams
* Chaired Sprint Planning, Review and Retrospective meetings with all Business & Technical
stakeholders
* Led team to work with business leaders and other stakeholders to identify business capability
needs and prioritisation.
* Developed transition architectures & roadmaps describing how existing system landscape is
transitioned to target state.
* Collaborated with the BT's Regulatory team to ensure compliance to the Ofcom's Telecom Strategic
Review (TSR).
* Responsible for managing the E2E solution design team, engagement with Oracle team and their
deliverables.
* Developed the team from 8 to 30+; led and mentored the analysts and designers inducted.
* Trained new design resources inducted into the team on the BT Business Organisation and mentored
them.
12/2005
-
10/2007
BI Solutions Architect
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
BT Enterprise Information Platform [EIP]; British Telecommunications Plc, Cardiff, UK
* EIP provided Business Intelligence (BI), reporting and analytical solutions, is a key platform in
BT's SOA.
* Led solutions to rationalise BT Retail MIS applications and to build strategic Enterprise Data
Warehouse (EDW).
* Responsible for evaluating existing implementations, defining architectural roadmap to comply
with regulatory needs.
* Captured & analysed the functional requirements of MIS reports, operational dashboards & bonus
applications.
* Provided BI solutions that were effectively used in cross-selling, up-selling & customer
retention at BT.
* Designed key BI & reporting solutions for the launch of Consumer Phone & Broadband services on
the strategic stack.
* Designed innovative BI architecture supporting operational, tactical and strategic business
needs, and involved in developing a working prototype, which won the First Prize at a BT's Agile
Hot House.
* EIP provided Business Intelligence (BI), reporting and analytical solutions, is a key platform in
BT's SOA.
* Led solutions to rationalise BT Retail MIS applications and to build strategic Enterprise Data
Warehouse (EDW).
* Responsible for evaluating existing implementations, defining architectural roadmap to comply
with regulatory needs.
* Captured & analysed the functional requirements of MIS reports, operational dashboards & bonus
applications.
* Provided BI solutions that were effectively used in cross-selling, up-selling & customer
retention at BT.
* Designed key BI & reporting solutions for the launch of Consumer Phone & Broadband services on
the strategic stack.
* Designed innovative BI architecture supporting operational, tactical and strategic business
needs, and involved in developing a working prototype, which won the First Prize at a BT's Agile
Hot House.
04/2004
-
11/2005
MIS Requirements Manager & Onsite Coordinator
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
BT Business MIS British Telecommunications Plc, Cardiff, UK
* Captured & analysed the functional requirements of MIS reports, operational dashboards & bonus
applications.
* Assured high-level & schema designs, and coordinated deployment & commissioning of functional
changes.
* Instrumental in the MIS migration to Business Objects 6i and in tools adoption to drive Business
Efficiency.
* Coordinated the successful migration of 2 projects' web servers to BT's managed support
environments.
* Captured & analysed the functional requirements of MIS reports, operational dashboards & bonus
applications.
* Assured high-level & schema designs, and coordinated deployment & commissioning of functional
changes.
* Instrumental in the MIS migration to Business Objects 6i and in tools adoption to drive Business
Efficiency.
* Coordinated the successful migration of 2 projects' web servers to BT's managed support
environments.
07/2002
-
03/2004
MIS System Designer & Technical Lead
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
BT Business MIS; Tech Mahindra, Pune, India
* Designed & developed statistical reports to measure the performance of the agents, teams and
channels by time period.
* Imparted training to the new joiners, regarding the project and processes followed.
* Participated in the internal audits conducted by Quality Management Group (QMG) at Tech Mahindra
Ltd.
* Represented the project in the SEI CMM Level2 assessment by KPMG.
* Designed & developed statistical reports to measure the performance of the agents, teams and
channels by time period.
* Imparted training to the new joiners, regarding the project and processes followed.
* Participated in the internal audits conducted by Quality Management Group (QMG) at Tech Mahindra
Ltd.
* Represented the project in the SEI CMM Level2 assessment by KPMG.
02/2001
-
06/2002
Software Developer
Tech Mahindra Limited
(Internet and Information Technology, >10.000 employees)
BSNL Systems; Tech Mahindra, Pune, India
* As a programmer, I was involved in coding, code walk-through sessions, unit and system testing
activities.
* Designed & developed two automated code generating modules, which reduced the development efforts
by 70%.
* Visited BSNL sites in Maharashtra, to demonstrate the applications and capture business
requirements for further phases.
* As a programmer, I was involved in coding, code walk-through sessions, unit and system testing
activities.
* Designed & developed two automated code generating modules, which reduced the development efforts
by 70%.
* Visited BSNL sites in Maharashtra, to demonstrate the applications and capture business
requirements for further phases.
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