SUMMARY:

• 14+ years of IT experience, have successfully managed multiple projects in development, upgrade, support, maintenance & enhancements involving multiple technologies.
• Strengths include End to end Project Management, Agile Scrum Master, Validation (IQ/OQ/PQ) Manager, developing and managing ITIL based support projects using tools such as ServiceNow/Remedy/Jira and ITIL process improvements.
• Specialist in Incident Management, Problem Management, Knowledge Management & Release Management.
• Managing Client presentations (Quarterly and Monthly business reviews), Weekly status reporting to key Stakeholders, analysis and decision - making for change requests.
• Acted as a Subject Matter Expert (SME) and Business System Analyst (BSA) in various domains.
• Effective Team Management and have good leading skills with vast experience in Onsite-Offshore co-ordination and handling support for multiple projects/applications.
• Experience in leading big offshore teams working in 24x7 environment from Onsite.
• Experience in managing P1 incidents over the bridge which involves multiple key stakeholders
• Exceptional ability to maintain and build client relationships and able to comfortably converse with all facets in the client’s organization.
• Adept in providing Analytical Support to key business Applications.
• Manage Stakeholder meetings for Requirements gathering, analysis and problem solving.
• Documenting Requirements and SOPs for effective Offshore transition.
• Good verbal and written skills, especially with regards to presenting findings to both technical and non-technical audiences.
• Thorough Understanding of Software Development Life Cycle (SDLC), involved in various phases like Requirements, Analysis/Design, Development, Enhancement, Testing & Support.

TECHNICAL SKILLS:

Primary Skills: Project Management, Agile Scrum Master, SME, BSA, ITSM, Client & Offshore Coordination, Validation (IQ/OQ/PQ) Manager, ITIL/Production/Application/Monitoring Support Lead

Secondary Skills: Java, SQL

Databases: Oracle, SQL, DB2

Tools: Used: Microsoft Azure, NewRelic, Splunk, ScienceLogic, HPSM, ServiceNow, Jira, Remedy, PagerDuty, Xmaters, DBVisualizer, AQT, TOAD, Eclipse, Rally

Management Skills: Project Management, Agile Scrum Master, Validation Manager, Production/Applications Support Management, Experience in leading big offshore teams, Stakeholder Management

Domain knowledge: Confidential, E - Commerce, Retail, Life Sciences, Insurance, SAP MES

PROFESSIONAL EXPERIENCE:

Confidential, West Chester, PA

Responsibilities:

• End to end Project Management that mainly involves Schedule, Scope, Budget, Risks, Resourcing, Communication, Escalation and Stakeholder Management
• Manage entire Validation (from URS to PQ, FRS to OQ & DS to IQ) cycle of each Global template release
• Prepare Validation Project plans and track through closure
• Work as a Scrum Master for Validation Team (manage biweekly sprints, conduct daily scrum (stand-up) meetings, assign tasks, resolve impediments, identify & mitigate risks, escalate on time
• Involve in leadership meetings, presentations and decision making
• Participate in Quarterly Agile workshops at Philips Headquarters in Netherlands and prepare plan for next quarter (6 Sprints in advance)
• Adhere to Philips PEPF Validation standards - includes understanding of IQ, OQ & PQ, documentation (URS, FRS, Design Spec) & Coordination
• Work as IT PM for Philips local manufacturing sites to manage their deployments.
• Manage all ESA PM activities for this large Fix bid project (involves working on SOWs, Contract Amendments, Budget & Milestones/Invoices submission, Service Orders, Resources Onboarding & Offboarding etc.).

Confidential

Responsibilities:

• End to end Project Management that mainly involves Schedule, Scope, Budget, Risks, Resourcing and Stakeholder Management
• Involve in leadership meetings and decision making
• Adhere to Philips PHPR Validation standards - includes understanding of IQ, OQ & PQ, documentation (URS, FRS, Design Spec, Data Migration Plan) & Coordination
• Publish Weekly status reports and conduct meetings with all the Business stakeholders
• Conduct daily standup meetings and assign tasks to various teams
• Review Team deliverables and identify gaps

Confidential

Responsibilities:

• End to end Project Management that mainly involves Schedule, Scope, Budget, Risks, Resourcing and Stakeholder Management
• Publish Weekly status reports and conduct meetings with all the Business stakeholders
• Conduct daily standup meetings and assign tasks to team members
• Review Team deliverables and identify gaps

Confidential, West Chester, PA

Responsibilities:

• Work as a Production Support Manager for the L2 support of the multiple Enterprise applications in Confidential Shared Services area.
• Manage the 10-member offshore support team from Onsite in a 24x7 support environment.
• Provide technical support for Java/J2EE applications by analyzing job failures, logs and implement workaround as well as permanent fixes.
• Implement change requests in QA and Production environments.
• Coordinate support for Mainframe, SAP and Datawarehouse applications.
• Publish Weekly status report and present Monthly/Quarterly Business Review deck to all the Business stakeholders.
• Mentor the team on ITIL processes and drive process improvements and Problem Management.
• Review offshore deliverables and identify gaps.

Confidential, Beaverton, OR

Production Support

Responsibilities:

• Manage the 22-member Offshore support team from Onsite in a 24x7 environment.
• Publish Weekly status report and present Quarterly Business Review (QBR) deck to all the Business stakeholders
• Mentor the team on ITIL processes and drive process improvements
• Review Offshore deliverables and identify gaps in the processes
• Drive Automation activities
• Proactively monitor and support the internal and external production environments using monitoring tools like NewRelic, Splunk, ScienceLogic, ServiceNow, Jira, and Remedy.
• Making sure that the team is working on all events generated by monitoring tools and following Standard Operating Procedure (SOP) for each event
• Escalate and engage Incident Management team for any impacting events discovered
• Access Management of monitoring tools to ensure support of the production environment
• Driving the efficiency and effectiveness of the incident management process, Reviewing and auditing the process, ensuring that all Support teams follow the incident management process for every incident
• Producing management information, including KPIs and reports, SLAs
• Responsible for acting as an escalation point to expedite incident resolution
• Ensure the closure of all resolved and end-user confirmed Incident records
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Document troubleshooting steps and service restoration details; Create, submit, review, manage knowledge articles, keep SOPs up-to-date
• Identify Problems and escalate to next tier for permanent resolution, Identify and execute workarounds until permanent resolution is deployed in Production
• Proactively identify Incidents before breaching the SLA, Create utility dashboards for Incident management
• Identify new activities that can be transitioned from L2 to L1 including recurrent service requests & known error resolutions by interacting with different L2 teams and Client Managers

Confidential, Somerset, NJ

Responsibilities:

• Provide ant build support during all applications building & deployment.
• Coordinate issues with Offshore on a daily basis
• Work with different teams like Application Development, Business users, Production Management, Build Forge, Marimba deployment teams for each application during its upgrade cycle.
• Review Offshore deliverables & provide guidance.
• Get involved in some Project Management activities
• Prepare & present the weekly status report & minutes of meeting.

Confidential, Lincolnshire, IL

Responsibilities:

• Manage the Offshore support team
• Train and provide information on how to properly use the system to Confidential Photo Specialists
• Send and install system updates and fixes in every affected store
• Work hand-in hand with other store support groups to solve store system related issues and outages
• Provide quality assurance by testing all fixes and software updates before the scheduled release
• Provide various reports to business owners as requested

Confidential, Whitehouse Station, NJ

Subject Matter Expert (SME)

Responsibilities:

• Understanding and Reviewing the Business Requirements by meeting with multiple stakeholders
• Documenting Requirements and SOPs for effecting Offshore transition
• Providing accurate Estimates for Application Enhancements
• Weekly status & Monthly metrics reporting & presentation to the clients
• Mentoring the team on ITIL support
• Taking ITIL training sessions for new members even for other teams
• Offshore team management, coordination & delivery review
• Code & test cases review
• Providing logical & technical solutions to the Offshore team
• Handling meetings at client location for multiple applications

Confidential

Responsibilities:

• Understanding and Reviewing the Business Requirements by meeting with multiple stakeholders
• Documenting Requirements and SOPs for effecting Offshore transition
• Providing accurate Estimates for Application Enhancements
• Developing web applications using the Struts framework, Java Servlets, JSPs, JavaScript.
• Using Eclipse IDE as the development environment & Apache Tomcat as web server.
• Construction, Unit Testing & Support.