Arafat Ahmed

Experience

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  Grameenphone Ltd

  Jan 2006 - Apr 2010

  Specialist
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  GPIT

  May 2010 - Dec 2013

  Solution Specialist

  • Customer Relationship Management (CRM) expert with over 5 years of experience creating and implementing Siebel Communications 8.1 solutions utilizing Siebel products in Grameenphone with WIPRO.• Experience on Troubleshooting production issues related to Configuration, Infrastructure and User related defects on Siebel application.• Extensive experience with Siebel applications and verticals, including Server Administration, Siebel UI Administration, Sales Automation, Call Center, Order Manager, and Marketing Applications.• Oracle Fusion CRM Implementation Specialist • Oracle Fusion CRM Training Experience• Background managing all aspects of project lifecycle in wide range of organizations.• Excellent computer skills, with expertise in Oracle, MS SQL Server, and other databases.• Ensure Company wide ISO 20K and 27K practice• Ensure CMMI Development Methodology• Management Reporting• Ensure Customer System Application• Ensure Major Application Monitoring• Administration GPIT Salesforce• Technological Project Management• Siebel CRM and Customer System Application Project Delivery Manager Show less

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  Accenture

  Jan 2014 - Oct 2017

  Software Engineering,Team Lead

  Customer Relationship Management (CRM) expert with over 8.5 years of experience creating and implementing Siebel Communications 8.1 solutions utilizing Siebel products in Grameenphone with WIPRO.- Experience on Troubleshooting production issues related to Configuration, Infrastructure and User related defects on Siebel application.- Extensive experience with Siebel applications and verticals, including Server Administration, Siebel UI Administration, Sales Automation, Call Center, Order Manager, and Marketing Applications.Oracle Fusion CRM Implementation Specialist- Certified Oracle Fusion Customer Relationship Management- Oracle Fusion CRM Trainer ExperienceIT Standardization- Ensure Companywide ISO 20K and 27K practice- Ensure CMMI Development Methodology- ITIL Foundation v3 CertifiedTechnical Project Manager- Grameenphone Backup SIM Siebel and ESB - Grameenphone Subscription Manager Siebel and ESB - Grameenphone Single Sign On Revamp- Grameenphone POS integration with ESB Accenture Industrialization- Project Management- Quality Management- Configuration Management- Application Outsourcing Resource Estimation- Work Package and DCSO- AO Reporting (Matrix Reporting, DMS)- Accenture Standard RCA - Accenture Delivery Method- Accenture Client Data Protection Methodology- Accenture Business Continuity ManagementCustomer System Application Operational Technical Lead- Incident, Problem and Change Management- Management Reporting- Ensure Major/Critical System MonitoringSpecialties:- COTS Application: Siebel CRM - Salesforce- Middleware: Oracle Service Bus (OSB)- Oracle Fusion CRM- Dot Net Application Hosting and Mantaince- Oracle, SQL Server, MySQL, SQL, PL/SQL- UNIX & shell scripts, Windows 2008 Server,Red Hat Linux,Solaris Show less

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  Wipro

  Oct 2017 - now

  - For the Telenor Project, offer AM Operational Managed Services.- Lead the Application management teams consist of 120 IT professionals. teams. - Make sure the monthly capacity planning, growth forecast, and 99.9% service availability SLA are met.- Planning of resources, ramp-up/down, retention strategy, and strategic coordination with upper management.- Make sure that revenue grows, spot possible business opportunities, and use an account manager to channel.- Local procurement and partner management.IT governance, risk assessment, mitigation, and a comprehensive plan for business continuity that includes appropriate action. Show less • Telecom BSS Expert• CRM, Product and Campaign Solution Architect. • Lead of CRM domain responsible for end to end delivery management including business requirement analysis,solution design, documentation & overall implementation -SMSC, Electric Recharge System, Mobile Financial Service and OIVR platform operational and Technical Lead.• Leads or coordinates project planning, resourcing, staffing, supply and subcontract management, progress reporting, trouble shooting and people management• Designed, implemented and supported an integration solution for Gramenphone CRM360 Project.• As a telecom. business analyst my responsible is developing telecom business processing model, keeping which in mind the company can operate ad function.• Client Management and Regular Management Update and SLA Reporting• 10+ Customer Support Application Leading which include CRM, OSB, Redhat Fuse 7.2, Order Mgt, Resource Mgt and SMS/Notification Mgt. Show less

  • Head of AM Operations-IT (Telenor Account)

    Dec 2023 - now

  • CRM AND VAS OPERATIONAL HEAD (Technical Lead) GRADE-C1

    Oct 2017 - Dec 2023
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  Onfire Restaurant

  Jun 2019 - now

  Business Partner