Arulmozhivarman C

Project : Pega Agent Desktop - Agent's portal & Pega CDH - Customer Decision hub backend. Customer Care Agent’s Portal to handle the End customers - Virgin Media Ireland’s Telecommunications Both Fixed and Mobile customers.

Application is designed with Cisco CTI Jabber to take phone calls and case creation, Chat etc.

The proposed system will target the following business objectives –

• Reduce manual intervention with reporting requests
• Reduce errors in case handling
• Decrease time for case handling

Responsibilities:

• Leading Pega cloud migration with a focus on seamless environment setup, data migration, and performance optimization.
• Utilizing Pega v’23 features, including Predictive Diagnostic Cloud (PDC) for proactive monitoring and diagnostics.
• Collaborating on business requirements, developing complex workflows, case types, and automations for process efficiency.
• Managing production fixes, EPICs, and updates using Jira and Confluence for streamlined tracking.
• Enhancing Customer Decision Hub (CDH) with decision strategies and real-time customer flows.
• Developing key BPM components, leveraging debugging tools like Clipboard and Tracer for optimal system performance.

Environment: Pega v’23 cloud, Pega PDC, Jira, Confluence, Cisco CTI Jabber.

Responsibilities:

• Led Pega Agent Desktop support for 500+ agents, ensuring smooth operations within Virgin Media’s Customer Care.
• Resolved 2500+ support tickets and implemented 200+ solutions to optimize workflows and reduce incidents.
• Supported Pega on-premise to cloud migration, addressing data synchronization and integration challenges.
• Enhanced REST integrations for real-time data exchange, boosting operational efficiency.
• Presented support metrics and improvement plans in governance calls, maintaining clear client communication.
• Troubleshooted high-severity issues using Clipboard, Tracer, and System Management Application to minimize downtime.

Environment: Pega v8.8 On-premise, Pega Cloud V'23, ServiceNow, Cisco CTI, Connect REST, SOAP, Jira.

Responsibilities

• Led a 5-member team, managing complete support operations and small development tasks, including bug fixes and automation.
• Developed RPA and UiPath solutions for automated ticket creation and health checks, streamlining 5000+ tickets.
• Created SOPs and Confluence pages for efficient and standardized troubleshooting across the team.
• Presented metrics in weekly governance calls, showcasing team management and operational improvements.
• Handled ServiceNow business requirements and coordinated with developers for timely issue resolution.
• Built end-to-end automation workflows, significantly improving accuracy and response times.

Environment: ServiceNow, UiPath, Confluence, Jira, RPA, Pega integrations, USMS Remedy.

Responsibilities:

• Provided BSS application support for Virgin Media Europe, handling 20k+ incidents as a team and over 5k individually.
• Specialized in maintaining application stability, coordinating with teams to resolve escalations swiftly.
• Streamlined incident response with structured escalation processes, enhancing client satisfaction.
• Implemented ServiceNow best practices for effective ticket tracking and prioritization.
• Analyzed recurring incidents, reducing ticket volume by 15% through preventive measures.
• Built strong client relations, offering consistent updates and technical support aligned with business needs

Environments: Supportworks, JIRA, BMC Remedy, Service NOW, UiPath, Citrix, Clarify, BSS Applications.