SUMMARY:

• Malathi is a highly motivated and skilled IT Service Delivery Manager with over 14 years of experience, specializing in the areas of Application
• Development and Infrastructure projects using different SDLC methodologies. Malathi is a certified Project Management Professional (PMP) and has additional s in ITIL foundation and Lean Six Sigma frameworks.
• Malathi possesses excellent skills in - influencing, problem solving, negotiation and analytical thinking. Malathi has a great attention to detail and maintains an excellent reputation for quality and efficiency in
• Program/Project delivery, client engagement, customer satisfaction and problem resolution. Malathi has extensive experience in Financial services, Insurance, Service delivery & Pharma domains.

TECHNICAL SKILLS:

Languages: .NET, JAVA, VB, C, C++, SQL, UNIX Shell Scripting

Platforms: Windows 2008/2012 Servers, AIX, HP-UX, Solaris, Citrix XenAPP

Applications: MS Project 2010, MS Office 2010, Lotus application suite, MS Exchange, MS Visio 2010, IBM JAZZ, IBM Rational Portfolio Manager (RPM), Clarity, HP PPM

Databases: Oracle, MS SQL Server, Sybase, DB2.

Hardware: IBM RS 6000, IBM Blade center, HP-UX Servers, Sun Servers

Additional: SDLC, ITIL, PMBOK, Six Sigma, CIRATS DB2, CWP, Manage Now, Maximo, Lotus Symphony, Lotus Notes, Tivoli, Outlook, SYSREG, ECM, Brio, CHIP, Asset Tracking & Planning, SoftReq, BRAVO, Nimsoft, Service Now (SNOW)

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Delivery Manager

Responsibilities:

• Delivered large, complex projects managing cross-functional global teams, from different cultures (Onsite & Offshore) while working with a wide range of platforms (Java, .NET)
• Direct line management of Process consultants, Application Developers and Technology track leads.
• Senior level point of contact for client, managing business expectations and implement resolution of project level issues independently.
• Responsible for consolidating project plans and reporting overall program level progress and reporting.
• Mentor and guide project managers in project portfolio management and resource allocations.
• Interaction with Offshore/Onsite development, testing and support teams, including vendors located in North America, Europe and India to manage the development, testing, change and vendor management
• Led a family of large multiyear software development and infrastructure Programs/Projects and was responsible for overall Program/Project Schedules (WBS), Relationship Management, Budget, Risk, Resource and Issues Management.
• Program managed Critical Transformation program initiatives to integrate Network, Active Directory and Exchange environments across all Line of businesses.
• Oversee ITIL process to all support teams for effective incident, problem & change management.
• Ensure delivery of Audit/Regulatory compliance projects for Clinical businesses through proper SOP Management. Manage and respond to SOX Audit controls for the Clinical clients.

Confidential

IT Service Delivery Manager

Responsibilities:

• Managed execution of Sarbanes Oxley controls consist of activities related to Change Management, Change Request, compliance with Prudential IT technology standards, and facilitation of the annual audit process.

Confidential

Program Manager/Service Delivery Manager

Responsibilities:

• Managed and Implemented e-Invoicing Program across all impacted systems of Merrill Lynch to meet the Mexico regulatory legal compliance initiative. (Mix of .NET & JAVA Applications).
• Established PMO standards, best practices, using System Development Life Cycle (SDLC), Microsoft Project baseline conventions and dashboard reporting. Identified, tracked and resolved project risks, issues and budget. Established guidelines for Project team reporting, testing, production release and reviewed test exception reports.
• Provided leadership and direction to US & India Project Managers. Project Governance to senior executives and key stakeholders.
• Effective Performance and Capacity Management has resulted in reduced costs and improved project delivery and overall efficiency.
• Planned and managed successful implementation of technology improvement projects and server virtualizations that reduced server downtime by 20% and improved customer satisfaction.
• Project managed Citrix upgrades, desktop Citrix installations and developer applications within a 16 week deadline, on time and under budget by 10%.
• Oversee RFP process and price proposal analysis, RFS process, negotiation and supplier monitoring.
• Initiated and managed projects to achieve a desirable target of less than 5-10% of unsupported software and hardware components for UNIX and Intel servers.

Project Manager/Change Control Manager

Confidential

Responsibilities:

• Project managed transition of TAC application server’s network to NSDNET and retirement of servers from old ConnectVU cluster.
• Project managed installation of new applications (Applied View) ensuring on-time delivery of servers within budget and maintaining high quality standards.
• Efficiently executed Quality Gates (one through six) to bring new applications (Applied View) into production.

Application Support Manager

Responsibilities:

• Installed major application releases and patches during regular maintenance windows and assisted with any post production issues.
• Reduced labor hours by 15% by automating application process monitoring by writing scripts using Patrol Monitoring System
• Configured Connect Direct to send data files to upstream systems that helped reduce file transfer failures by 10%. Reviewed Axent Security reports and implemented the changes necessary to make the systems security compliant.