1. SANJEEV ROYSANJEEV ROY
: Flat 14, A-V, Phase-2, Gardenia Society,Somnath
Nagar,Vadgaonsheri, Pune -411014
: +91 855 483 1279; : sanjeevroy25@yahoo.com
Date of Birth: March 01, 1980
EXPERIENCE SUMMARY
More than 9.5 years of rich experience in IT Environment, Release, Change and Incident
Management in IT applications spread across multiple countries and geographies.
Experience includes working in multi-cultural environment on all stages of SDLC on end-
to-end business projects, both from onshore and offshore. Currently working as Shift
management Analyst in Amdocs, Pune, India.
CORE COMPETENCIES
• Management of central IT operations in production and test systems, business release
planning, and IT change planning. Overseeing process improvement efforts and innovation
in the areas of ITIL process adherence, Service Level Management, incident/defect
management and Configuration Management.
• A key contributor in release planning, scoping, tracking and implementation of end-to-end
business release within approved budget, timelines and resources.
• Management of environment availability and suitability on test and production domains;
coordinating with business users, customer service representatives, application
deployment managers, testing teams, vendors, clients, PMO and higher management.
• Planning, managing and overseeing the build, upgrade, configuration, capacity
management and tracking of core IT applications.
• Have held positions including release management, change management, deployment
management, Incident management, Production Support and primary customer contact.
• Experience in process transition/migration.
• Expert in Ms Office tools including Excel, PowerPoint, MS Project
• Working knowledge of Amdocs Billing, CRM and Order management products.
TECHNICAL SUMMARY
Skills Tools
Non
functional
Amdocs Products, Environment Management, Incident/Problem
Management, Release / Change / Deployment management.
Tools MS Office, SharePoint, HP Quality Centre, JIRA, BMC Remedy
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2. ORGANISATIONAL WORK EXPERIENCE
AMOC AT&T (Amdocs)
January 2014 to Till Date
Designation: Shift Management Expert
Location, Pune, India
Shift Management: Environment, Change, Release & Incident Management
• Participate in release planning efforts with client, discuss details of application, server.
• Review and plan overall capacity utilisation in release planning and assist in scalability
assessment.
• Make key decisions on release scope, delivery schedule, test scope and client reporting.
• Ensure server and environment availability and assist in troubleshooting blocking issues.
• Communicate release details and schedules to the Business as required
• Develop policies and methodologies within release and test environment management.
• Review and ensure production deployment plans are current and suitable for the purpose.
• Daily and Weekly Management reporting.
• Work with defect managers on plans to handle issues and defects more efficiently and
effectively.
• Maintain repositories for design documents, project plans, run books, implementation
plans, proposed and approved changes, future projects and feasibility studies.
• Negotiate project deadlines with development teams, vendors and IT support teams.
• Oversee and coordinate daily release test and deployments and change management.
• Work towards continuous improvement in process, policies and plans and the overall
health of IT estate.
• Ensure conducive working environment within the team.
Achievments:
• Successfully taken a project from another vendor into Amdocs for the same client and
embedded it into the current organisational structure. Transformed the project into a
highly efficient function, using proven methodologies and a number of innovative steps,
saving hundreds of thousands of dollars for the client yearly.
• Travelled to Chile for process stabilisation for CLARO Chile project
• Recognised for performance excellence.
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3. A&M/DexMedia AT&T (Amdocs)
Arpil 2011-2014
Designation: Shift Management Analyst
Location, Pune, India
Shift & Change Management:
Change management:
• Designs and recommend metrics and reports for management
• Provide a fully functional Change Management process resulting in customer
satisfaction
• Maintain Continuous Process Improvement on a regular basis
• Decide who is invited to CAB meetings
• Convene and chairs CAB/EC meetings
• Document minutes of CAB meetings
• Manage Urgent RFCs through the life cycle
• Approve and authorizes Urgent RFCs
• Analyze Change records to determine any trends or apparent problems that occur
• Assist the Process Owner in identifying and prioritizing process improvements
• Approve or rejects applications for Standard Pre-Approved Changes (SPACs) after CAB
review. Conduct Post Implementation Reviews
• Approve acceptable changes endorsed by the CAB or Senior Management for Significant
and Major changes
• Initiate and facilitates Senior Management meetings for Major RFC reviews and
endorsement
• Document Issues and maintain Forward Schedule of Change (FSC)
Applications monitoring and Problem solving:
• Monitor the performance of multiple applications.
• Responsible for Ownership and Coordination of actions of those problems
• To analyze root cause, identify Known Error and coordinating actions to fix the error.
• To review the Problem Trends and Planning and Driving Improvement Plan
• To be proactive in identifying problems, analyses and recommend Service
Improvement plans with the possible solutions obtained from technical teams for
department or business unit.
• Identifies trends and potential Problem sources (by reviewing Incident and Problem
analysis)
• Prevents the replication of Problems across multiple systems
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary, Coordinates
meetings to resolve problems
• Updating KEDB
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4. Achievements:
• Star Performer awards for 3 times (Moneytory benefit).
• Received retention bonus (Moneytory benefit) for process migration for other Account
i.e. Sensis, Australia.
Bell Canada (Amdocs)
Sep 2007- April 2011
Designation: Shift Management Analyst
Location, Pune, India
Production Support (EOD OPS)
• Monitor Production Site scope, file systems of Critical Servers, environments, Daemons
& restart it if required
• Prepare various Reports of Production & Non-Production Cycles.
• Involve in Peer reviews and Team meetings.
• Make & updatethe necessary documents for Projects for smooth operations.
• Order, Load Batch &Monitoring Production & Non- Production Batch Cycles
• Maintaining the application’s availability as per SLA.
• Test the Available environments for User Acceptance Testing/System Testing.
• Proper & timely escalation of job failure in batch cycles using Ticketing Tool.
• Document new procedures for future reference.
• Create and assign incidents.
• Handle Release activities.
• Review and approv the DBI’s .
• Take follow up with respective teams for the approvals.
• Running of the OPIDBI’s.
• Review the Change requests.
• Follow up with respective teams for approvals.
Achievements:
• Star Performer awards for 2 times (Moneytory benefit).
• Milestone Performer awards for 1 time (Moneytory benefit).
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5. British Airways (WNS)
June 2006 - Sep 2007
Designation: Customer Care Associate
Location, Pune, India
• Booking and cancellation Cargos for various destinations across the globe.
• Tracking cargos moving in inter-cities and produce daily report.
• Keeping track of ULD (Unit Load Device).
• Preparing surcharge report for ULDs lend and borrowed by British Airways.
• Preparing stock check reports of the ULD, those are scattered in various airport across
the globe.
• Taking daily/weekly back up of data from systems
• Ensure smooth Handover and sending timely update to Onshore team.
• Doing Quality check.
• Training New members.
ACADEMICS
• M.A. - University of Pune, 2004
• B.A. -B.H. College, Assam, 2002
• H.S.C - Arya Vidaypeeth College, Assam, 1998
• H.S.LC- Latibari High School, Assam, 1996
PERSONAL DETAILS
Date of Birth : 01 Mar 1980
Passport Number : H7677985
Passport Validity : Till 10 Nov 2019
PAN Number : BKYPS5991P
Permanent Address : Village- Mazagari, P.O- Latibari. Dist- Baksa (B.T.A.D), Assam, Pin-
781368
Father’s Name : Sukdev Roy
Marital Status : Married
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6. British Airways (WNS)
June 2006 - Sep 2007
Designation: Customer Care Associate
Location, Pune, India
• Booking and cancellation Cargos for various destinations across the globe.
• Tracking cargos moving in inter-cities and produce daily report.
• Keeping track of ULD (Unit Load Device).
• Preparing surcharge report for ULDs lend and borrowed by British Airways.
• Preparing stock check reports of the ULD, those are scattered in various airport across
the globe.
• Taking daily/weekly back up of data from systems
• Ensure smooth Handover and sending timely update to Onshore team.
• Doing Quality check.
• Training New members.
ACADEMICS
• M.A. - University of Pune, 2004
• B.A. -B.H. College, Assam, 2002
• H.S.C - Arya Vidaypeeth College, Assam, 1998
• H.S.LC- Latibari High School, Assam, 1996
PERSONAL DETAILS
Date of Birth : 01 Mar 1980
Passport Number : H7677985
Passport Validity : Till 10 Nov 2019
PAN Number : BKYPS5991P
Permanent Address : Village- Mazagari, P.O- Latibari. Dist- Baksa (B.T.A.D), Assam, Pin-
781368
Father’s Name : Sukdev Roy
Marital Status : Married
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