3. Project profile:
Client : More than 80 clients
Team Size : 21
Environment : Convergys IRB, UNIX Shell Scripting,
SQL, PL/SQL
Duration : Jan 05th 2011 – Till date
Project Details :
This project involves the support for the software product and any configuration/implementation/upgradation for Geneva/Infinys Rating and
Billing software. We provide support to clients in Europe Middle East Africa region and currently handling more than 80 clients who are using
Infinys as their rating and billing solution.
The support process deals with providing solutions to problems raised against the software including client’s day-to-day operation,
configuration, customization, installation and implementation based on the client’s requirement.
The entire process is well defined and is an End-to-End service. We follow the ITIL standard practices in order to provide effective and
efficient services.
4. Roles & Responsibilities:
• Investigate, replicate and find out the root cause analysis
• Provide solutions and workarounds based on SLA's
• Be a 24/7 support, with both day and night shits alternatively
• Manual testing of Patches before released to client
• Support Geneva, IRB and TAP3
• Logging Client raised Incidents in Internal tracking tool WMS
• Implementation of changes/services
• Providing IT solutions through existing systems
• Collect information to analyze and evaluate existing or proposed systems.
• Investigate and analyze information and to draw conclusions.
• Plan, implement, test & troubleshoot system software.
• Develop systems solutions for operational problems.
• Need to follow the End to End process designed for every client.
• Mostly involved in analyzing the root cause for every incident raised by the clients.
• Direct communication with clients whenever required, on basis of the SLA.
• Use PL/SQL scripts and UNIX instances to analyze the incidents and find the root
cause, if required, can give the direct response to client with solution.
• Migration to various versions of Geneva (IRB) whenever required.
• Owning total responsibility on all issues raised by clients.
