Ankit Dhupare

Working as a senior manager (Service delivery) (Governance) for project under Service line Application operations(Telecom IT).
Managing the team using ITSM ,ServiceNow, Jira tool etc. for day to today deliveries.
Team using HP-OMI(Alerts/events), dynatrace(Synthetic dashboard) for monitoring.
Managing Service Performance of the Incidents, Service Request, Change incident and problem management required during Major incident.
Governing Service management (SLA, KPI, Incident reduction,MTTR reduction etc) to run the smooth service align with company benefits.
Driving several automations and business transformations within Organization to gain efficiency.
Drive to implement automated metrics and reporting solutions.
Working on monitoring tool transformation under the service to improve budget and quality.
Managing the sizing and staffing for the project to get quality outcome within/lower the allocated budget.
Governing the budget management for New Business Case/Change request(Existing BC), BC vs Actual FTE collaboration etc.
Governing the resource management for service (approx. 400 + FTE).
Governing BPT(Business process transformation initiative to achieve the cost saving yearly targets.

Working on end-to-end project delivery starting from BC discussion till handover to operations.

Involved in BC creation to finalize the FTE in project with levels.

Involved in complete due diligence (technical and non-technical)to get the project insight.

Ensure effective project planning, including budgets, execution, and delivery time.

Coordinating with scrum master and other related teams’managers to get the status update.

Developed and implemented long-term goals and objectives to achieve the successful outcome of each project.

Ensured that project activities operated within the policies and procedures of the organization and complied with all relevant legislation and professional standards.

Communicated with stakeholders to set expectations for delivery.

Responsible for adhering to PMO best practices, standards and framework for projects.

Communicate with project stakeholders and influence direction of participants to meet the overall project goals and objectives.

Responsible for initiating project reviews, as well as aggregating and coordinating project reporting information into a program level.

Set and continually manage project expectations with leadership and other stakeholders.

High level of focus on delivery, benefits, identifying opportunities and making a real difference through leadership of change.

Ensure resource availability and allocation.

Develop a detailed project plan to monitor and track progress.

Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques.

Lead the due diligence to gather the information of new project.
Experience of end-to-end project transition/transformation.
Streamlining work process that reduce reporting hassles in workflows.
Creating, handling, and reviewing stage templates to ensure project completion in estimated time.

Handled team in application and infra support areas with organizational strategy in mind.
Implemented automation ideas which save many FTE in our process.
Good understanding of HP-BSM/OMI (Ops-Bridge) monitoring solution and have used extensively in Operations.
Proactive monitoring to mitigate upcoming issues.
Execute support activities during maintenance works.
Have a strong focus on the employee retention, encouraging the team and creating an effective environment to give positive feel on their achievements.

Key Deliverables:
✓ Batch processing via TWS scheduler.
✓ Leading 18+ team size.

Key Result Areas:

● Worked on Telecom BAN (Billing Account Number) or ticket created on the system db. Having issues on ordering for customers.

● Providing Root cause analysis to customer and AT&T client to the help of Application Tool like BBNMS, PST and OMS.

● Working on Tickets raised by CSR to correct price plans of the customer which are changed due to internal error in the OMS.

● Create and Execute SQL queries to mine customer base for campaign effective reports.

● Providing L2 support to customer as well as client.

● Resolving the escalated case and BAN as per priority and providing solutions to customer.

● Worked on Recon process to find OMS fallout in case the order is stuck at any point in the OMC life cycle.

● Worked on exceptions occurred in any activity of the ordering by posting new xml or correcting existing xml.

● Worked on various phases of the order management life cycle such as Negotiation, Delivery, and Notification.

● Worked on Process refunds of advance payment, provide Adjustments, refund reissue, refund reversal through AR Online.

Key Deliverables:

✓Experience of OMS system.

Key Deliverables:

Provided L2 support