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
Functional / Technical:
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
Virgin Media
>10.000 employees
Telecommunications
End-to-End Solutions Designer
* 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
08/2015
- 09/2016
Lebara
500-1000 employees
Telecommunications
Solutions Architect
* 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.
11/2011
- 07/2015
Infosys Limited
>10.000 employees
Internet and Information Technology
Senior Consultant
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
03/2009
- 10/2011
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
Senior Solutions Architect
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
10/2008
- 02/2009
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
Senior Solutions Designer
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.
11/2007
- 09/2008
Tech Mahindra Limited
>10.000 employees
Telecommunications
Senior Solutions Designer
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.
12/2005
- 10/2007
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
BI Solutions Architect
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.
04/2004
- 11/2005
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
MIS Requirements Manager & Onsite Coordinator
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.
07/2002
- 03/2004
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
MIS System Designer & Technical Lead
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.
02/2001
- 06/2002
Tech Mahindra Limited
>10.000 employees
Internet and Information Technology
Software Developer
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.
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