• Tech Mahindra, changed name from Mahindra-British Telecom in 2006, is a customer-centric and purpose-led company delivering best-in-class technology led business solutions.

• Started my career at this company after a 1 year software engineering an management course run by a subsidary called Mahindra Institute of Software Engineering and Management, now ceased trading.

• Joined as a Software Engineer in Mumbai, progressing to Platform Operations Manager in Milton Keynes, learning valuable technical and professional skills over the course of 7 years

British Telecom Plc. | Jul 2005 – Jun 2007 | London (U.K.)

Key Responsibilities 

As a Platform Operations Manager, I was 

• Responsible for managing operations for agents Desktop Applications for British Telecom’s Retail Broadband health diagnostic system called ‘Resolve’. 

• Involved in all stages of this High Availability application which used Corizon’s Mash-Up technology. 

• Prepared project plans and schedules. Reviewed and Proposed Requirements, High-Level Designs and User Stories. Owned technical and non-technical issues and drove them to completion.

• Worked with customers to define new requirements, processes, and in-life activities. Worked with Business Analysts & Solution Designers to transform requirements into solutions.

• Interacted with change and problem management teams, to establish a release process.

• Analysed and approved results of Load Testing and impact on system capacity & performance

• Worked with the Application Support Group and Development teams to define & manage releases. 

Key Achievements

• Managed a capacity increase project phase where the application was migrated to a larger data centre and a virtualised T2000 environment, providing a performance boost and reducing application response times.

• Oversaw testing of the new releases in conformance with business requirements, to ensure the solutions are designed as required by the business. 

• Oversaw Installation and deployment of applications successfully to production.

• Implemented application monitoring and traps to ensure fault was identified before escalating to a problem.

British Telecom Plc. | Feb 2005 – Jun 2005 | Mumbai (India)

British Telecom's Customer Services System (CSS) managed all aspects of Customer Service from order capture through issue and fault handling to work management and billing for BT. 

As a Process Lead, I 

Key Responsibilities

• Managed projects for BT Retail, coordinating work requests with multi-location teams to support business-critical Customer Service System.

• Identified and suggested design & process improvement opportunities within the project and conducted project meetings for knowledge sharing.

• Prepared Resource Utilisation Sheets, Work Allocation, Project Team Sizing and Expense Calendar.

• Produced RAG Status and defect reports.

Key Achievements

• Continued to maintain a good relationship with the client, improving the overall delivery due to co-location with my team offshore.

• Coordinated between business users, customers and other technical interface teams to resolve system issues within SLA.

• Recommended for exceptional work and relationship building, by the Tech Mahindra Project Manager.

British Telecom Plc. | Apr 2002 – Jan 2005 | Milton Keynes (U.K.) 

Key Responsibilities

As a Senior Onsite Co-ordinator, in a customer-facing role, I

• Captured requirements and created the high-level design of the telecom billing project for BT.

• Created development schedules and performed offshore team’s delivery quality checks.

• Estimated work, support & enhancements work, coordinating with my team offshore.

• Provided technical consultancy to the finance team in BT to migrate the Direct Debits legacy BACSTEL platform to a new generation BACSTEL-IP platform using EIGER gateway, a COTS product.

Key Achievements

• Successfully delivered file-transfer solutions using “Connect: Direct” & “XFB” protocols for BT Pay & Call.

• As a part of an offsite quality team, faced successful CMM Level 5 project audits and project management reviews. 

• The onsite team was substantially reduced from 4 to 1 due to financial constraints, yet I continued the project single-handedly with efficiency and was promoted to a senior role with an “Outstanding Performer” certificate awarded by Human Resources.”

British Telecom Plc. | Sep 2000 – Mar 2002 | Mumbai (India)

Key Responsibilities

• As a Lead designer, I worked with end-to-end design teams on design aspects pertaining to my systems. 

• Performed team management functions such as planning, estimation and customer interaction for issues such as releases, functionality, and workstack & delivery schedules.

• Provided development & support for Direct Debit and out-of-district billing & receipting; Pre-billing Validation & storage of call records, on MVS System/390.

• Provided 24x7 2nd and 3rd line on-call support for maintenance.

• Implemented Quality processes for the project.

• Trained and mentored new software developers. 

Key Achievements

• Being great at mainframe work, I was also given an opportunity to develop and support “Review Tool”, an in-house Web-Based tool for Defect Management that I built from scratch using ASP.NET, providing value to the company in tracking defects from inception to resolution.

• I was promoted to a Team Leader within 6 months of joining and managed a team size of 4, adding overall value to the project.