Amar S.

Mane
Contact Objective
Flat.no.603,  Conceptually strong, possessing an analytical &
Shivpuram Society, Charoli innovative approach towards work with an eye for
Pune- 412105 detail along with the ability to quickly learn new
concepts & technology, good communicator with
+91 8600011888
exceptional relationship management and
amar.s.mane@outlook.com coordination skills.
 Currently working as a Service Delivery Manager with
Amdocs Development Centre India LLP, in the Telecom
billing domain.

Experience
Amdocs Development Center India LLP, Pune
JUNE 2007 TILL DATE

Service Delivery Manager

 Started as Analyst in Back Office in June 2007.

 Prepare weekly deployment plan including scope spreadsheet.
 Monitor Deployment plan and make sure it will stay on track.
 To the get the relevant fixes deployed to Pre-prod environment.
 Setup periodic checkpoint call to understand certification status,
get the ETA from DEV team and to make sure Certification to
be closed on time for the deployment.
 Follow-up with the issue identified in Pre-prod environment and
get it resolved.
 To raise weekly, emergency or adhoc deployment CRQs and
follow-up until approval is received.
 Arrange all required support for deployment window.
 Manage production branch and monitor all Production builds are
successful.
 Review of all HFs for Production deployment with all Dev
Managers.
 Follow up with Dev Managers to move INCs for which fix has
been deployed to Production.
 Host daily Production status call and weekly Production
Calendar call.
 Follow-up Production alerts with respective applications teams.
 Ensure sanity of pre-Prod environment is completed in morning
before certification starts.
 Extract all HFs that were deployed in production and send them
to SOX Compliance team.
 Follow-up on SOX Compliance issues/ comments raised by
them.
 Maintain VM tool for Production branch.
 Raise/move Jira tickets for each deployment as per SOC
compliance.
  Review VM tool and get the relevant HFs deployed to Pre-Prod
environment daily.
 Daily maintaining of staging local environment.
 Manage all Production Deployments.
 Geo Resilience documentation.
 Preparing entire month CRQ status update sheet for reporting
purpose for Management.

Transition Achievements:
 Migration and Transition of the Legacy Billing Operations team
of 2 critical processes from Canada to India
 Travelled to Montreal (Canada) thrice for transition of process.

Operations Achievements:
 Initiated improvements to automate the existing manual work
and replacing it with automated solutions and thus reducing the
time taken to complete the processes, thereby increasing the
efficiency and quality of the process. (Kaizen ideas)
 Managed Weekly & Monthly Governance trackers.
 All the SLA’s met constantly.
 Received appreciation for the suggestions given for Process
Improvements.

EXL Services (NCOP)

FROM JUNE 2006 TO MAY 2007

Customer Care Executive

 Processing payments to supplier for their work as per the

claim.
 Daily achievements of target with 100% quality.
 Rewarded as rising star of the quarter in the first quarter after
joining.
 Resolving problems regarding claim not located to other
executives (Floor help).
 Interacted with client on their visit to India, to make them
understand how team works and shared difficulties faced by
team regarding system availability and other things.
 Passed Fundamentals of UK General Insurance with 94%
organized in EXL.

IDEA Cellular Ltd (Pune)

FROM DECEMBER 2005 TO MAY 2006

Customer Care Executive (ISEP)

 Handling queries in inbound process for Postpaid and Prepaid

customers about their billing related issues.
 Solving queries by co-coordinating with Switch and with billing
department on urgent basis
 Proactively doing activities to generate revenue for IDEA by
selling value added services to the customer.
 Calling customer after the shift regarding their pending issues
about billing.
Education
BACHELOR OF ARTS IN ENGLISH (EXTERNAL)

Pune University
2005

Skills
 Microsoft office
 Mainframe / Legacy Applications.
 Basic SQL.

Hobbies
 Riding bikes & Driving Cars.
 Listening to Music.
 Interacting with People.