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Engineering Program Manager Resume

SunnyvalE

PROFESSIONAL SUMMARY:

  • 13 years’ of expertise in delivering enterprise level solutions with prime focus in creating maximum business value and profitability through strategic IT interventions, planning & leadership. Technology & business visionary with executive & hands on experience in Infrastructure and Business Application. Proven ability to bring the benefits of IT to solve business issues while managing costs & risks. Led development & deployment of custom applications, enterprise software (suite) and services.
  • Distinction of providing strategic direction to senior management on technology deployment. Dynamic management career with strong leadership, problem - solving, planning, team-building & project / program management skills. Harnessed technology to make better business decisions, improve efficiency and customer satisfaction. Brought operations on par with international standards by facilitating the implementation of contemporary, complex applications and solutions.
  • Extensive qualifications in all aspects of the project life cycle; including initial feasibility analysis, conceptual design, implementation, user training and enhancement. Significant experience in driving overall IT operations (in sync with the macro organisational plan); inclusive of defining the IT roadmap, budgeting, technology evaluation & evangelisation, and execution of multi-million dollar, multi-location projects / programs. Enterprising leader with skills in coaching, mentoring and motivating individuals towards maximising productivity as well as in forming cohesive team environments.
  • Planning project activities viz. scoping, estimation, tracking, account level profitability, proposal making, resource planning, change management, delivery management & post implementation support
  • Understanding client needs, requirements and expectations and devising solutions accordingly
  • Preparing & presenting various weekly / fortnightly / monthly / quarterly / annual reports pertaining to staffing needs, process capability & productivity
  • Managing service delivery functions, to ensure end-to-end ownership of incidents and service requests
  • Meeting deadlines and Turnaround Time without compromising quality norms and adhering to Service Level Agreement
  • Implementing short / long-term plans for achievement of process objectives
  • Managing requirement gathering, system analysis and finalisation of technical / functional specifications
  • Accountable for designing, developing, executing frameworks for transitions of services as well as overseeing post-delivery and ensuring sustenance and support
  • Using Project Management Practices for execution of projects; defining best practices for project support and documentation
  • Imparting continuous on job coaching, mentoring and training to the workforce for enhancing their productivity & operational efficiencies through knowledge enhancement / skill building
  • Ensured regulatory compliance for Internal and External audits
  • Hands on experience in testing for all project deployment, Pilot, POC and sharing feedback for improvement and aligning VOC, requirements, goals to ensure success.
  • Extensive experience in consulting and managing end-to-end implementation and testing of ITIL processes using solutions such as Confidential Maximo and BMC Remedy etc.
  • Led the implementation of Global IT Service Team for 24X7 support of INFRA / Application for various clients - built on ITIL / ITSM Framework
  • Structured competent teams & led projects on Demand Management, Service Operations and Service Delivery to Business Applications and Infrastructure support within the ITM domain
  • Established Security and Risk Management Competency for region support in Managed Services Model across geographies (USA, UK, EMEA, APAC, ANZ & INDIA)
  • Drove the activities for developing global projects and integrations with System through the support of Developers & Managers
  • Recognised for attaining 100% cutover Customer Satisfaction (CSAT) by ensuring service quality norms & building the brand image by exceeding customer expectations and awarded hall of fame.
  • Strategizing operational plans related to internal audit, governance, IT Security functions; partnering closely with business, technology and operations stakeholders for successful integration of standardized QA model
  • Evaluate and assess cloud solutions and controls that apply to the different services and deployment models for cloud computing based on business requirement. Recommend set of controls that should be implemented by the tenants.
  • Orchestrating strategic and operational plans related to the implementation of the internal audit, governance, IT Security function's across company for Infrastructure and application services Setting up and managing test planning, execution, test automation development, and reporting strategies across multiple programs and in alignment with business needs adhering to company-wide standards
  • Integrated standardized QA model and introduced org-wide process and IT operational plans for internal audit, governance and IT Security units by partnering (or collaborating) with cross-functional stakeholders.
  • Subject Matter expert for IAM transition and transformation with delivery experience managing over 110 different clients across in a pool managed services environment with a focus on Primary, Secondary and Tertiary controls, QEV, CBN. Manage and ensure strong control and measures around privilege users strengthening and automating creation without restricting productivity.

AREAS OF EXPERTISE:

  • Project / Program Management Delivery Management Account Management
  • Agile / Scrum Methodology Process Analysis & Redesign Budgeting & Planning
  • Demand Management Change Control Management Proposals & Proof of Concept
  • Onshore / Offshore Technical Support Vendor Management Infrastructure Management
  • Quality & Process Management Customer Engagement Annual Operational Planning
  • Service Delivery Global Outsourcing People Management
  • Requirement Gathering Transition and Transformation IT Security & Risk Management

TECHNICAL SKILLS:

Management Tools: MS-Project, Project Map.

Project Management: Agile / Scrum & PMI

Project Management tools: Project Map, Microsoft Project Plan, Jira, Radar, Confidential RPM, Confluence.

Six Sigma: Kawakita Jiro (KJ), Process Mapping, Cause & Effect (C&E) Mapping & Failure Mode Effects Analysis (FMEA), Value Stream Mapping (VSM),Capability analysis, Five Why(5Why), SPC, DMAIC, DMADV, Continuous Improvement

Quality Tools: Check List, Pereto Analysis, Fishbone Diagram, Control Chart

Workflow: MS-Visio, MS-Excel, MS-PowerPoint

Issue tracking Tools: JIRA, RPM, SharePoint, Radar, Confluence.

ITSM: BMC Remedy, Confidential Maximo, (Service Desk, Change, Asset & CMDB), HP Service Manager, Service Now

Financial Audit: Sarbanes - Oxley (SOX)

Quality Workflow: QNXT

Active Directory: Windows R2, 2012 (LDAP knowledge (queries, filters, etc.)

Cloud: Amazon, Confidential Bluemix, AzureAudits and Controls FDA,HIPPA

Operating Systems: Mac OSX, Windows, Linux

Apps: IOS and Google apps.

Infrastructure Services: Asset Management, Server Systems Operations, Application Hosting Services, Data Management, Disaster Recovery Management, Server Management - Distributed, Server Management - Mainframe, Storage Management, System Operations, End User Services, Customer Service Centre (CSC), Distributed Client Services (DCS), Software Platform Management Services (SPMS), Integrated Service Management and Governance, Systems Management Integration, Network Services, Security & Risk Management, Compliance & Regulatory Program Management, Identity and Access, Infrastructure Protection, Security Operations Management, System Currency, Continual Service Improvement, Service Support Management

Software Development: HTML, CSS, Java Script, jQuery, Responsive Web, CSS (Foundation Bootstrap), CI/CD- Jenkins, JMeter Testing Selenium software-testing framework

Lean: Bottoms up analysis, Identification of key NVA activities, Analyze all incoming workload; Identify lean levers to address waste; attribute potential opportunity ranges to appropriate levers, Identify Defect Prevention opportunities, Fragmentation identification, Conduct Mindset interviews; establish MS baseline Establish MB&C baseline, Review diagnostic findings. Implement work practice changes according to future-state model, Conduct performance dialogs using status boards, KPIs, Plan and execute Future-state model, Operating and Management system, Intervention plan, Initial Pilot design and Implementation plan, Business Control requirements, Communication plan Fragmentation capability matrix & analysis. Value stream Mapping, SIPOC etc., PBA.

WORK EXPERIENCE:

Confidential

Engineering Program Manager, Sunnyvale

Responsibilities:

  • Delivering projects with complexity at scale, meeting business objectives for Confidential ecommerce Online Store Engineering for Confidential .com/store projects
  • Work on various projects between functional & business group as cross-functional program manager, manage the overall project schedule, status reporting, risk management and communication plan for flawless execution of strategic initiatives.
  • Work with business and technical teams, and through the project managers throughout the whole project lifecycle for new product across all the Phases - Development, QA, Stage and Production
  • Build strong relationships and facilitate communication between cross-divisional groups and oversee all aspects of your projects including specifications, scope, requirements, timelines, and resource allocation
  • Plan and execute the test planning for Confidential Online Store readiness for Major Events by Performance Testing, Stress Testing, Configuration Testing Spike Testing, Soak /Endurance Testing.
  • Work with business for New Product Initiatives and Clarify scope and define requirements (including business justification and use cases) of new features/products/platform enhancements
  • Drive all aspects of large, concurrent cross-functional projects and features from an operations perspective from inception through to launch -
  • Collaborate with IS&T, Legal, Finance, Tax, Confidential Media Products engineering, Business Development, Marketing, Product Management and other organizations both inside and outside of Confidential to ensure successful delivery of projects
  • Identify risks and mitigation strategies - Innovate new possibilities to improve and streamline the current platform and legacy programs - Devise, monitor and support systems integrations and cross-partner eco-systems - Support day-to-day operations including proactive, reactive and preventative scenarios

Confidential

Program Manager, Portland

Responsibilities:

  • Liaised with different business units and functions across locations (Germany, Singapore, Japan, China, US, India)
  • Pivotal in leading activities for:
  • Recommend set of controls by evaluating and assessing cloud solutions and controls & deployment models for cloud computing based on business requirements.
  • Established CSA Cloud Controls Matrix (CCM) controls that apply to the different service and deployment models for cloud computing.
  • Provide leadership for continuous improvement for the overall ITSM and ISMS process system
  • Support requirements with regards to Quality Complaints and feedback, including, Quality Requirements and Improvement Plans.
  • Simplify tools and processes to increase the efficiency of the Quality Organization.
  • Manage Projects and Implementation of AIM (DevOps) focusing on collaboration and communication of both software developers and information technology (IT) professionals while automating the process of software delivery and infrastructure changes.
  • Driving global standards and deriving advantages associated with the specialized centralized Support team
  • Built efficiencies within the team to take additional responsibilities and reduced redundancies.
  • Business Relationship Manager for IT Application and Infrastructure Services for enhancement, change management and new rollout and deployments - Sapience rollout, Enterprise Asset Management, Cognos BI etc.
  • Introduce org-wide process and IT operational plans for internal audit, governance and IT Security functions partnering closely with business, technology and operations stakeholders.
  • Plan, manage and track Finances for Operational Planning, Estimated Actuals (Quarterly, Half yearly & Annual Budgets) for Confidential . Focal for all PO/PR process with follow-up, review and tracking for vendors and contracts
  • Setup of automated process and controls on IAM services including shared id, system id, access rights and shared folder management.
  • Led IT Assessments, Roadmap and Internal Audit Projects IT Asset Management (Hardware, Software Purchasing, Contracts & Licensing)
  • System Implementation and IT Strategic roadmap for improving IT Portfolio Management and project execution capability
  • Leading Digital Life and innovation platform for employees by creating importance of digitalization for cross-divisional business development by running various programs - hackathons, Open space etc.
  • Leading and coordinating CAB (Change Advisory Board) meetings on weekly basis and walking through the Change listed for review with the stakeholders from Application, INFRA and Security point of view
  • Ensured the compliance on the agreed KPIs (Key Performance Indicators) are met
  • Standardize operational process with implementation of Demand Management, Service Operation and Service Delivery to streamline business workflow. Enable collaborative forecasting, visibility and responsiveness to reduce project completion timeline.
  • Integrated standardized QA model and introduced org-wide process and IT operational plans for internal audit, governance and IT Security units by partnering (or collaborating) with cross-functional stakeholders.
  • Implemented IT Software lifecycle project for software asset management by creating practices for maintaining software licence compliance, tracking inventory and usage and maintaining standard policy and procedures surrounding definition, deployment, usage and retirement.
  • Implementation of Major Incident Management Process to restore normal operation for Infrastructure and Application Services by getting agreement of service levels with business and partners.

Confidential

Engineering Program Manager

Responsibilities:

  • Facilitated review sessions with the internal business and my team on requirements gathering and assisted with the creation of project deliverables
  • Created and managed project plans; monitored and reviewed project progress and timelines; adjusted schedules and plans; and identified and resolved issues to ensure project success
  • Owned the creation of technical documents by interfacing with AIM teams
  • Managed UAT with end users including coordination and user acceptance signoff and managed the day-to-day execution of project implementations
  • Established and maintained trusted advisor relationships with client project stakeholders by providing vision and future product road mapping
  • Communicated status effectively
  • Managed and implemented projects and program for both Infrastructure and Application services for Engineering (SAP, SharePoint etc.), Human Resources (LMS, Taleo etc.), Finance and Controlling (EAM, O2C, Cognos BI, DW etc.) Physical Security (VMS etc.) and CEO office (Sapience, Surveys, Quality etc.)
  • Improve competency, team interaction and environment to enhance team performance by motivating, leading, communicating, inspiring, managing conflicts and improve team member’s knowledge and skills.

Confidential

Delivery Project Executive

Responsibilities:

  • Accomplished the complete commissioning of a 340+ FTE (spread over 5 year contract)
  • Functioned as Program Manager for the design of Infrastructure solution, to be delivered by 12 service segments, within the proposed planned timelines and essayed a pivotal role in the successful implementation of:
  • Transition of multiple geo to one comprising of diverse architecture and delivery framework -
  • Constantly interacted with other service providers for moving work from a competitor and coordinated technical support from for various teams provisioning over 8000 servers in a challenging timeline of 2 month
  • Furnished ITIL expertise to SM team to build the Ticketing and Server Monitoring tools
  • Provided the Critical Care support during transition period
  • Built the Infrastructure Support team at onshore with over 300 staff for interfacing with Service Desk and providing 24X7 support for various clients
  • Ensured close working with Recruitment team for aligning the hiring drive to building the onshore Infrastructure and Application Support team
  • Infrastructure Initial execution through standard Waterfall model and post go-live the new product rollout and enhancements for applications were managed via AGILE methodology.
  • Led the project for automating the Single Sign on and IT infrastructure for multiple clients using TammeSSO.
  • Ensured application and infrastructure compliance environment, operations and occupational regulations were followed - SOX, HIPPA,FDA
  • Ensured concise communications of all project specifics to associated and responsible personnel with accountability assignments to appropriate units
  • Attended and led appropriate meetings for each project and as part of operational reporting to the executive team
  • Awarded, managed and negotiated all new contracts to qualified, reviewed and bid winning contractors, suppliers and vendors.
  • Managed the implementation program of Maximo suits of applications as a part of the global initiative to better manage the IT Infrastructure for IT operations. Configuration the Service Desk (Incident & Problem), Change Management & Service Request Management modules and implementation of Service Level Management & Knowledge Management modules.
  • Played a vital role in:
  • Understanding the Client requirements and making the Project Plan accordingly
  • Planned the rollout of infrastructure solution across global Confidential locations
  • Ensuring no Scope creep while in the Implementation lifecycle and delivery dates are met.
  • Manage teams and responsible for maintaining cloud stack and related tools/infra for Confidential Softlayer managed Private Cloud/Virtual Private Cloud environment. Manage the reactive and proactive request and enable customer to undisrupted IT Services.

Confidential

Engineering Program Manager

Responsibilities:

  • Managed capacity and performance to mitigate all operation, delivery and contractual risks
  • Engaged in planning, forecasting of financials for European contracts; managed the performance, key indicators, health of the contracts, performance, suggested corrective actions
  • Maintained the overall performance responsibility for scope, cost, schedule, and contractual deliverables, which included applying techniques for planning, tracking, change control, and risk management
  • Imparted directions to the project team in all stages; worked with teams of different geographies to deliver the solutions to the different and global customers
  • Ensured effective adherence to SLAs with optimum customer satisfaction across the relevant customer base; monitored that the processes are laid and in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures
  • Managed Programs by defining the program governance (controls), Implemented process/service improvements for Operation Excellence
  • Managed services and created documentation around of process procedures for Service Management operations along with other service area operations for different resolver groups along with DR plans, process for both critical and non critical systems as Change Management Leader.
  • Monitored the progress, budget, risks and issues; undertook corrective actions in collaboration with the stakeholders
  • Managed the project in Global Distributed Delivery (GDD) environment; planning, scheduling and executing onsite/ offshore delivery management for technical deliverables of concurrent projects with net Confidential value of the contracts ranged from 5M USD - 50M USD & Delivered services worth ( Confidential - $350mn, FTEs 200+)
  • Identified process gaps and proposed corrective action plans; engaged in Service Maturity Assessment and Audit from Service Management Standpoint
  • Demonstrated excellence in managing the entire gamut of project; headed multiple types of projects (standalone, cross-functional, and matrix-based); executed projects across all platforms (Unix, Linux, Intel) and service elements (End User Services, Identity and Access, Security Operations, Application Hosting, Server System Management, Data Management, Platform Support, Patching and Health Check, Storage, Backup and Recovery, Console Operations, Software Distribution and Management, Deskside and IMAC support, Network Services, Email and Collaboration, Service Management).
  • Managed the complete performance-based information; accounted exceptions including risks, issues, changes and dependencies for IT Service Delivery and resource management.
  • Risk and Issue Management, Proactive Problem Management using the ITIL framework.
  • Take informed decision using strong analytics and tracking usage patterns, data & information to maximize focus areas and increase effectiveness.
  • Responsible for SLA Management, SOW/DOW Creation and Agreements with the Clients and Other Delivery Locations.
  • Subject Matter expert and managed IAM services and transitions for Windows (Active Directory), Applications, Unix, AIX, Linux, iSeries, Mainframes etc.
  • Managed and delivered services for cloud - Amazon, Azure, Softlayer, IBM Bluemix, Confidential - Cloud, platform services.
  • Managed and delivered Identity and access solutions help safeguard valuable data and applications with context-based access control, security policy enforcement and business-driven identity governance.
  • Armed with user metrics and audit reports on user entitlements and access activities, to deal more quickly and efficiently with the complexities of user access management, insider threats and compliance requirements.
  • Accountable and responsible for delivering and managing services and operations solutions for Identity and Access Management focused on all operating system environments and the entire lifecycle of creation, provisioning, confirmation, modification, disabling access, identity deletion, storage and archiving and audit controls.

ITIL and PMO Consultant

Confidential

Responsibilities:

  • Identified process gaps and proposed corrective action plans; engaged in Service Maturity Assessment and Audit from Service Management Standpoint
  • Formulated effective plans for organization restructuring by identifying appropriate job and suggesting the CIO on the same
  • Imparted support on setting up the PMO function; establishing and managing Program Management Office
  • Reviewed existing PMO structures and mechanisms, including coordination and relationship to the existing TIC Infrastructure PMO and Enterprise PMO; outlining PMO facilities and logistics; developing draft PMO charter and defining PMO operational model
  • Took vital steps for managing the crisis projects wherein client was asked to move out on account of extremely poor performance on the proposed delivery timeline on 1 year
  • Demonstrated excellence in managing the entire gamut of project; headed multiple types of projects (standalone, cross-functional, and matrix-based); executed projects in a common fashion across all platforms
  • Managed the complete performance-based information; accounted exceptions including risks, issues, changes and dependencies
  • Managed escalation, new hire proposal, stakeholder management, proposals and deliveries handled by Delivery Managers located at Offshore
  • Guided technical experts located across geographies for handling delivery and presales activities, delivering Infrastructure solutions, etc.
  • Implementation of ITIL Standard practices for various clients on Service Strategy, Service Design, Service Transition, Standardizing Service Operations and Continual Service Improvement.
  • Key Contribution to modification to the existing practices to industry standards on Service Level Management, Availability Management, Capacity Management, Service Continuity Management, Security Management, Demand Management, Service Portfolio Management, Workload Management, Capacity Planning, Performance Management, Resource Management, Change Management, Transition Planning and Support, Knowledge and resource management, Asset and Configuration Management.
  • Maintaining focus on Information service assets and Configuration management by Planning, Change Control, Release Management, Maintenance and Deployments for both Infrastructure builds and Application systems
  • Implemented best practices for clients for achieving delivery of agreed levels of services both to end users and customers by standardizing Event Management, Operation Monitoring, Access and Request Fulfilment, Incident Management Processes and functions across Service Desk, Technical Management, Application Management and IT Operations Management.
  • Implementation of Quality Check gates and audit process to identify the areas of service improvements by gathering the data, process and analyse the information and implement improvement .Providing information to the Management through trend analysis problem Identification and recording, classifying and raising investigation logs.

Confidential, Seattle

Technical Team Leader

Responsibilities:

  • Gathered the requirement from business
  • Worked with onsite coordinator to deliver on as per ITIL service delivery model
  • ITIL Process Management team, covering Change, Incident, Problem, Configuration and Knowledge management - worked directly with client manager
  • Responsible for handling critical issues, this involves getting critical servers back to BAU with limited impact to business, which further requires liaising with the SSO (Server Support) team and customer. Responsible for RCA, which involved trend analysis.
  • Developed strong relationship with key stakeholders internally and externally. Responsible for ensuring that all Changes are appropriately documented & approved.
  • As part of Sever Management was responsible for handling security incidents and implementation of critical patches released for a variety of platforms like (Windows, AIX, Solaris, UNIX, Linux, HP-UX)

Confidential

Program Manager

Responsibilities:

  • Built the PMO Office, defined the Purpose statement, detailed out the functions to be performed by the PMO Office, segregated the operations based on the knowledge areas, hired Project
  • Managers for the office, delegated the responsibilities, & managed the day-to-day operation of PMO.

Confidential

Program Manager

Responsibilities:

  • Managed a program to implement custom interfaces between a custom build application umbrella & multiple instances local homegrown plant application locations across the globe.
  • Gather functional requirements for the customization of the exiting functionality to develop a common process and tool to fit business requirement.
  • Implemented the customization at RD office for SAM, HAM and Enterprise Asset Management Solution.
  • Ensuring set of processes, roles and tools which are implemented are compliant and cost effective for the usage of software and Improve transparency on the software use at & create license balance, effective use of software by implementing and improving appropriate processes, roles and guiding principles .
  • Manage software and hardware program throughout entire life cycle, from demand handling, procurement & deployment to its end of life.

Confidential

Transition Project/Program Manager

Responsibilities:

  • Worked on a critical International and Global Project, which involved the integration of the Project Management and Transition Management roles and responsibility.
  • Understand the customer process and success fully Transition the same to the outsourced Clearly define a projects objectives scope deliverables
  • Estimate and plan personnel equipment and financial resources
  • Develop meaningful and workable work packets to execute the tasks.
  • Work for both application outsourcing as well IT outsourcing pursuits and build customized and detailed transition solutions, ramp-up.
  • Plan and conducted due diligence at client locations to validate assumptions and refine the transition solution and pricing and SLA agreements.
  • Perform audits of ongoing transitions against the benchmark transition framework of Confidential Framework Blue and negotiate with clients for pricing and SLA signoff.

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