Deepak Shah

 Deepak Shah Group Lead, Amdocs Development Center Gurgaon GR-DS shahdeepak209@gmail +91 - Location Preference: Delih/NCR Key Skills Data Center Operation Production Management Incident Management Release Management Shift Management Service Level Agreements (SLAs) Root Cause Analysis (RCA) Application Monitoring WebLogic Monitoring Profile Summary Insightful experience of over 10 years in Production Management, Operations and Shift Management. Deftness in handling overall functioning of operations and implementing process / improvements in line with organizational goals. Competent in assessing and implementing effective solutions with an aim to improve business delivery there by creating customer loyalty and improving business revenue. Proactive approach, combined with sense of ownership to deliver results in line with organizational goals. Expertise in handling business operations to efficiently maximize business outcomes. Driving and Delivery of scheduled activities in accordance to Disaster Recovery and Migration within estimated downtime with client satisfaction. Proficient in understanding internal and client requirement to meet all set SLA’s and KPI. Producation Management Experience Experince working on monitoring tools, NGM, Graphana, M2G, SiteScope, AppDynamics, RTM (Real Time Monitoring), ADH (Amdocs Data Hub), HP Diagnostics , BPPM and Ticketing Tool including BMC-Remedy , UTS, IDM. Worked on Application Support System including Interfaces, OMNI (WiFi on Demand & Xfinity Mobile) OCA, Turbo Charging , CRM, OMS, OSS/BSS/SIO Weblogics, ABP(Amdocs Billing Platform), APRM, CPQ,ODO,DMASS, O2A, SOM, IMDG, OGW, EPC Role and responsiblities Since Jan’16 till date Leading 3 Comcast accounts which is a Leading Amdocs Client namely WOD/Xfiniy Mobile, MM and Enterprise with 24/7 Operational Support Needs in Production Management Environment including daily end user billing using Amdocs OCB and manual billing corrections by running basic SQL queries. Met all client side and internal Amdocs SLA and KPI and providing Weekly, Monthly and Annaul Client reports. Leading project deliveries in Lower – Pre Production Environments like UAT, PLAB and Pre-Prod . Providing project updates to the external via video call. Provding Weekly/Montly and Annual reports to internal management and external client. Creating activity checklist prior to schedule maniteance. Provide cross funtiaonal training to reduce overall project cost. Creating technical SOPs for new joiner. Sept 2013 to Dec’ 2015- Comcast (Cables & Satellite) Updating user profile using SQL approved scripts in Tandem, Emulator and Graphical User Interface (GUI) system. Processing daily collections of payment received by Comcast Customer via Credit card and Debit card using map on Amdocs Monitoring Control (AMC). Processing Dispersed Data DDP/SQL billing daily. Worked on BMC Remedy & IDM (Ticketing tools) and handling issues like: P1, P2, & P3 Worked on scheduled Activities and Maintenance. Worked on client’s adhoc requests. Handling and leading conference bridges to solve reported incidents towards resolution. May 2010 to Aug 2013 -ATT Yellow Pages Application Monitoring, Error Analysis of the logs, identifying root cause. Clearing the first level issues and escalate further if needed. Analyze and Escalate issues with weblogics (virtual servers). Handling Change Management requests. Problem Management and follow up teams for ongoing issues. Batch Processing and job scheduling Administration. Monitoring server performance through BMC Impact Explorer & BPPM to escalate the alerts. Managing backups through VERITAS Net Backup. HIGHLIGHTS : Recognized in Town Hall by Eric Updyke (Amdocs Group President) Appreciation for in During the CES 10 preparations from the operational readiness by Com team. Academic Details MBA (Specialization subject: Project Management) from Sikkim Manipal University in 2016. B. A with Economics from Kumaon University Nainital in- with PCM from Uttrakhand Board in 2005. Certification Certified in ITIL Foundation in 2016. CCNA Certified. Personal Details Date of Birth: 18th June 1987 Address: Palam Vihar, Block A – 491 B , Gurgaon - 122017