IT Business Analyst, Application and Service Support

Team Size: 20

Role: Technical Lead – QA Environments Support

Client:  Lloyds Banking Group

Project Description:

Lloyds Banking Group provides a range of banking and financial services to its customers. Managing various applications that are backbone for the day to day activities of the banking system. As a Technical Lead responsibilities include managing a small team and performing various tasks as part of the project. Considering the complexity of the nature of work the role is challenging and also provides an opportunity to shape myself as a thorough professional.

Responsibilities:

• Managing a team of 5 members within the project guiding them with their activities and mentoring for completion of assigned tasks.
• Provide second line support and help in resolution of defects and incidents raised for issues faced during testing.
• Generation of reports on daily, weekly and monthly basis showing the trend analysis of defects and incidents.
• Proactive monitoring of applications by performing various health checks to ensure availability at all times.
• Working experience on using tools such as HP Quality Center and IBM Rational Clear Quest.             

Team Size: 20

Role: Technical Associate – Support and maintenance

ClienT: British Telecom Operate


Project Description:

Managing incidents reported via Service Desk by communication providers for various issues. Incidents would be raised for system or network related issues which should be monitored and progressed for closure within the agreed SLA and ensure that the service is restored to customer as early as possible. The whole process involves an E2E involvement and liaising with various support teams, design, and deployment and delivery teams.


Responsibilities

• Root Cause analyzing for the Fault occurred and suggesting the fix for them in order to avoid the future occurrence as part of Incident Management process.
• Manual Testing at the time of major deployment.
• Chair Daily Triage calls with component support teams, Helpdesk, Solution Designers and Product Line to ensure Bridge case are being progressed as per the SLA(s).
• Liaise with Delivery teams to ensure software fixes are prioritised appropriately and delivered.
• To ensure ITIL Incident / Problem management procedures are being followed for resolution of issues and conversion of Incident records into Problem records.
  

As an Onsite Coordinator:

• Attending client meetings and understanding the issues that they face in LIVE.
• Acted as a bridge between the offshore team and client during onsite tenure by providing support to the user and provided feedback from the Service Management Center to the Development team for enhancement of the processes.
• As part of the Post Deployment Testing was involved in the End to End manual testing for major releases and deployments.
  

Team Size: 17

Role: Technical Associate – Support and Maintenance

Client: British Telecom Openreach

Project Description:

FLOW is used as a business workflow application which supports various Lines of Business (LoB) for placement of orders into Openreach. The system titled FLOW is developed for BT (British Telecom). Main objective of the system is to progress the numerous orders placed by many Communication Providers across the UK on the BT Network, owned by Openreach, a BT Line of Business. The system communicates with various other systems to during this process. Flow is used for the E2E tracking of an order and its progress during the fulfillment (L2C) and assurance (T2R) journey.


Responsibilities:

• Provide second line support for FlowStream application that includes handling faults raised by users and carrying out various proactive maintenance activities, to minimize fault levels.
• Preparing Shell scripts & PL/SQL scripts to progress orders in bulk.
• Minimizing the impact on business critical orders in case of system failures by timely decision of load balancing and throttling mechanisms.
• Proactive monitoring of FlowStream application resources (CPU utilization, memory) using built in tools.               

Team Size: 20

Role: Process Executive – Support and Maintenance

Client: British Telecom Wholesale


Project Description:

BT Wholesale is a division of BT Group responsible for the wholesale leasing of PSTN lines, broadband services and other telephony services to retail customers.  Issues are reported by retail customers on behalf of the end users and these are looked into for resolution to provide service to the customer.

Responsibilities

• Providing assurance to broadband customers by resolving their faults within client SLA.
• Troubleshooting the broadband circuit of the end user using remote tools like WOOSH.
• Handling cases logged by customer with the help of Clarify and to achieve the SLA set by the Client.
• Analyzing the different broadband faults reported and suggesting a fix in order to reduce the dwell time of queues and avoid future fault occurrences.
• Maintaining RFT service in order to provide good customer support.
• 1.6 years of Experience working on Amdocs Clarify (12.5) Tool, used for analyzing and resolving faults logged by customer.