Maria Ghani

Responsibilities:

• Supervising the L1, L2, L3 teams across Pakistan Office and Egypt Office.
• Ticket assignment to (L1 and L2) through trouble ticketing application (Segmadesk) and assigning the development tasks to L3 via Jira.
• Conducting individual meetings, performance assessments, and establishing and overseeing performance objectives for the support team, while also facilitating training and development opportunities.
• Overseeing, monitoring, and providing reports on all tickets received to the support team.
• Set clear performance goals for the support team aligned with organizational objectives and monitor progress regularly
  Ensuring that root cause analysis findings are documented and all stakeholders are consistently updated and informed through effective communication channels.
• Tracking and reporting on service performance in accordance with agreed-upon service level agreements (SLAs).
• Monitoring and reporting on customer satisfaction feedback and survey scores and implementing continuous improvement measures based on feedback to enhance service delivery.
• Ensuring the upkeep of the knowledge base within “Segmadesk” and reporting on enhancements to self-service resolution capabilities.

Projects:

• Zain KSA (TABS 6.11 Support and CR development.S
• Syriatel (TABS 6.11 Support for LIVE Issues
• EPIC Cyprus(TABS 6.10)
• Telecom Egypt (eCare)
• Huawei Malitel(eCare)
• Lebara KSA

Additional Role: Project Manager for In-House Developments

• Led project through Jira platform.
• Understanding requirements.
• Designing the application.
• Writing the User Stories & Use Cases at Confluence.
• Creating & Assigning the tasks to team members at Jira.
• Following up with all stake holders for meeting timelines and project delivery.

Projects:

• Attendance Management System
• Facility Packaging System
• SigmaDesk (Trouble Ticketing System)

Technology:

• Java-J2EE
• Java Springboot
• Angular
• Oracle Forms
• MySql

Responsibilities:

• Collaborating with the Department Head of Software Development & Integration and Business Teams as a lead developer to facilitate required application development
• This involves monitoring, updating, and communicating project timelines and milestones, gathering senior management feedback, identifying potential technical challenges, and understanding the business's true concerns and needs
• Assessing product specifications to determine the nature and scope of current and future software. This includes planning upgrades and making recommendations based on the review.
• Fulfilling operational requirements by scheduling tasks, assigning them to developers, and ensuring timely follow-up on work results
• Offering development and support, if necessary, for existing business applications based on Java-Spring-Hibernate to ensure seamless operations.

Projects:

• Account Opening Application
• Takaful Insurance Claim Application
• Bulk Account Opening
• Compliance Alert Tracking System
• IBCS (Cheque Clearing System)
• MAGS (SMS/ Email Alert Generation system)

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

• Serving as the Technical Team Lead for the development and support teams in the Lahore office.
• Mentoring and training team members in daily assignments related to full-stack development.
• Collecting and analyzing customer requirements to propose and draft effective solutions.
• Ensuring timely delivery of projects while maintaining a high level of customer satisfaction.
• Organizing training sessions on Telco and development tools for team members.
• Providing consultancy to TABS customers regarding raised issues and concerns, managing customer escalations, and developing TABS Change Requests (CRs) alongside the team. Additionally, conducting testing and User Acceptance Testing (UAT) with customers while tracking team tasks and holding weekly internal meetings for resource allocation across various assignments and projects.

𝐏𝐫𝐨𝐣𝐞𝐜𝐭𝐬:

• Banglalink (TABS 6.10 Support for LIVE Issues)
• Zain KSA (TABS 6.11 CRs Development
• Syriatel (TABS 6.11 Support for LIVE Issues)
• Nokia Eventlink (Operations and Development)
• In-House Developments of Sigma-Emea
  

𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲:

• Java -J2EE, Oracle Forms
• C, Unix
• Python-Django

• Worked as TABS L2 Support
  
  𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:
  Collaborated with the Technical Assistance Center (TAC) team in Egypt, addressing reported issues and bugs from customers in live systems.
• Managed both offshore and local customer complaints related to their live environments and systems.
• Analyzed reported issues in accordance with the customers' original requirements to ensure accurate understanding.
• Developed and proposed optimal solutions for reported software bugs, coordinating with the development team to ensure fixes were implemented within agreed Service Level Agreements (SLAs).
• Delivered solutions to customers after conducting comprehensive functional and performance testing.
• Assisted customers with the implementation of solutions in their live environments, ensuring effective follow-up with all involved stakeholders until issues were fully resolved.

Have worked over below Areas of TABS Suite covering the Telecom business Areas below:

• Customer Relationship Management
• Resource & Number Management
• Collection & Recovery
• Inventory
• Call Center
• Task Management
• User Profile Management and Administration
• Billing
• General Ledger

𝐏𝐫𝐨𝐣𝐞𝐜𝐭𝐬:

• TABS-7 for Warid Pakistan (Java-J2ee-Oracle10g)
• TABS 6.11 for Zain Group Operators ( KSA ,KWT) (Java-J2ee-Oracle10g)
• TABS 7 for Airtel Group Operators (Nigeria, Tanzania, Bangladesh) (Java-J2ee-Oracle10g)
• TABS 6.11 VIVA KWT (Java-J2ee-Oracle10g)
• TABS 6.10 Zain Iraq (Oracle Forms)

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

• Worked in CR development team (New Customer Requirement team) where I closely communicated with customer for their Business Requirements.
• Designed and developed the solution as per customer’s needs.
  Did complete functional and performance testing along with the Quality Control team.
• Worked over the software bug fixations while meeting tight deadlines and providing high quality services till the customer’s satisfaction.
• Supported customer in the implementation of the solution in LIVE systems.