• Spearhead the efficient oversight of Incident and Problem Management procedures, ensuring swift resolution and fostering collaborative engagement with vendors and stakeholders for enduring solutions.• Play a pivotal role in orchestrating the seamless implementation of Business Support System (BSS) products, meticulously coordinating activities to guarantee flawless functionality through rigorous testing of interconnected products.• Foster effective collaboration with vendors and stakeholders, taking a proactive approach to address issues and continually strive for resolution and improvement.• Assume a leadership role in the cutover and configuration of GMLC (Gateway Mobile Location Center) to optimize performance.• Exercise vigilant supervision over the Internal Business Operations Monitoring application to maintain peak efficiency.• Offer comprehensive support for the delivery of products and services, encompassing packages and promotions.• Generate bespoke reports on demand, providing critical insights for business analysis and informed decision-making.• Assist business users in dissecting and evaluating project scopes, ensuring a thorough understanding of their intricacies.• Swiftly identify and address issues in alignment with Business Support System (BSS) process flows.• Analyze and instigate the automation of repetitive tasks, strategically reducing Turnaround Time (TAT) and mitigating risks, particularly in financial processes.

• Expertly oversee and manage permissions, user accounts, and third-party integrations within the CRM, ensuring a seamless and secure user experience.• Led the cutover and configuration of the GMLC (Gateway Mobile Location Center), demonstrating a knack for precision and optimization in mobile location services.• Drive the cutover and version upgrade activities for Account MDB, showcasing a commitment to staying current with the latest CRM advancements.• Take charge of the Internal Business Operations Monitoring application, ensuring operational excellence and efficiency in all facets of business processes.• Provide nationwide support for CRM Management systems, showcasing a commitment to delivering high-quality solutions across geographical boundaries.• Play a key role in the flawless delivery of products and services, including enticing packages and promotions, contributing to a compelling customer experience.• Skillfully generate ad hoc reports that offer valuable insights, supporting data-driven decision-making for recruiters and business leaders.• Collaborate closely with business users, offering support in breaking down and assessing project scopes, ensuring alignment with organizational goals.• Proactively identified and resolved issues based on CRM process flows, demonstrating a keen eye for problem-solving within the system.• Conduct a thorough analysis of security-related complaints within the CRM, prioritizing data integrity and user security.• Uphold the principle of least privileges for CRM users, ensuring a secure and controlled access environment.• Drive the analysis and initiation of automation for redundant tasks, strategically minimizing Turnaround Time (TAT) and mitigating risks, especially in financial processes.• Conduct comprehensive audits of CRM systems, ensuring compliance, security, and optimal performance to benefit recruiters and organizational success.

- Maintain & Manage permissions, users, third party accounts in CRM
- Look after Internal Business Operations Monitoring application
- Nationwide support of CRM Management systems
- Support in Product and Service Delivery (packages & promotions)
- Generate Adhoc reports 
- Assist Business users in breaking down and assessing the scope of project
- Identify and remedy the arising problems based on process flows in CRM 
- Analysis of security related complaints in CRM
- Maintaining the principle of least privileges for CRM users
- Analysis and initiation for automation of redundant task to minimize TAT and risk (in case of financial tasks)
- Performing Audit of CRM Systems

·         Providing 24/7 support services to Zong’s customers, vendors, and related third parties.
·         CRM system Administration includes user creation/modification, creating and assigning users with role-based access.
·         Creating roles and assigning relevant rights & privileges, keeping in mind the principle of least privilege.
·         Administration of BOMC (In house application/services monitoring tool) like adding new machines, adding new 3rd parties, Database queues, and configuring alerts on their different parameters.
·         Extraction of data using SQL, claiming data to process & validate,
·         Creating, and submitting Adhoc reports & queries.
·         Ensuring end-users Charging, Provisioning, CRM, BVS, Accounts, Billing, MNP, IR, Configurations, report related queries are dealt with efficiently and timely.
·         Monitoring and rectifying issues related to 3rd party services (SMS, MML, USSD, MMS)
·         Analysis of complaints due to system-related issues, identifying the root cause, and providing resolution.
·         Based on analysis identifying/proposing solutions on system-related issues.
·         Monitoring of online charging system and always ensuring all BOSS nodes and network availability.
·         Coordination with Vendor, getting support for resolving issues.
·         Providing 24/7 support services to Zong’s customers, vendors, and related third parties.
·         CRM system Administration includes user creation/modification, creating and assigning users with role-based access. Creating roles and assigning relevant rights & privileges.
·         Administration of BOMC (In house application/services monitoring tool) like adding new machines, adding new 3rd parties, Database queues, and configuring alerts on their different parameters.
·         Extraction of data using SQL, claiming data to process & validate, Creating, and submitting Adhoc reports & queries.
·         Ensuring end-users Charging, Provisioning, CRM, BVS, Accounts, Billing, MNP, IR, Configurations, report related queries are dealt with efficiently and timely.
·         Monitoring and rectifying issues related to 3rd party services (SMS, MML, USSD, MMS) Analysis of complaints due to system-related issues, identifying the root cause, and providing resolution.
·         Based on analysis identifying/proposing solutions on system-related issues. Monitoring of online charging system and always ensuring all BOSS nodes and network availability.
·         Coordination with Vendor, getting support for resolving issues.
Skills: IT Operations · Troubleshooting · PL/SQL · Policy and Charging Rules Function (PCRF)

- Linux (RHEL 7/CentOS 7) System Administration- Linux Storage Management (LVM, VG etc), Log Management, Firewall, SELinux- Users & Groups (Permission management, creation, deletion etc)- Files/Directories (Permissions, ACL\'s etc)- Configurations of Web Servers (Apache, Nginx)- Configuration of File Servers (GlusterFS, NFS)- Configuration/Management of Squid Proxy & Dansguardian (Content-filtering)- Windows System Administration (win 7,8,10, server 2008/12/16)- Active Directory (User, Group, OU creation, modification, password reset etc)- DNS (Configuration, add/remove DNS entries)- DHCP (Configuration, Management, Failover cluster etc)- Installation & Configuration of Zabbix NMS- Configuration of Zabbix agent (Windows & Linux)- Configuration of Alerts & Triggers in Zabbix NMS- Vmware vCenter (creation, deletion, migration, resource allocation etc- VmWare Horizon ViewClient (VDI) management & usage- Acronis Backup configuration & backup job settings- Veeam Backup and Replication

• Setting up user accounts, permissions, and passwords• Assembling, maintenance, and troubleshooting of computers Hardware & Network accessories• Installation of Software and Drivers• Day to day Network Administration• Planning future improvements, suggesting IT solutions to business problems• Management of computer network and servers (Domain, Active Directory, ISA/Proxy)• Configuring and administrating Domain server, managing user’s profiles,implementing• Updating policies• Hardware/Network Troubleshooting• Providing system/IT Support to end-users