SUMMARY:

• Managed a high impact program to transform the customer services, reducing the customer’s budget spent in operations (opex) and thereby increasing the investments in new projects (capex).
• Experience in leading cross functional IT teams for large Banking, Insurance and Information Services customers.
• I am known for attention to detail and analytical ability. Major strengths include customer communication, stakeholder management, project estimations, and budgeting.

TECHNICAL SKILLS:

• Project Planning
• Project Budget Management
• People Development
• Customer Communication
• Scrum Methodology
• Organizational Change Management
• Process Quality Management
• SDLC processes
• Project Mgmt tools - MS Office suite, JIRA, HP SM
• COBOL, DB2, CICS, SQL, Python

PROFESSIONAL EXPERIENCE:

Confidential, Minneapolis, MN

Project Manager

Responsibilities:

• Prepared the Estimation, Proposal and Statement of Work for implementation of a new IT Service Management Tool, with the proposed project budget of $1.4M and a schedule of 6 months.
• Created a detailed plan of activities, milestones and deliverables.
• Project Plan preparation, identification of critical success factors, Risk Management Plan preparation.

Program Manager

Responsibilities:

• Achieved 20% saving for the customer service operations cost through Service Transformation project. The project was achieved through implementation of ITSM framework for the 200+ applications which included IS Operations.
• Worked with the IS Operations team to perform Problem Management for ticket reduction, effort estimation, and Change Request process improvements.
• Managed the Enhancement project portfolio with budget of $2M which spanned a variety of technologies with SAP ERP as the major component, and other technologies like Oracle, BI, Java/.Net, and Infrastructure support. The portfolio included projects which followed waterfall model and scrum methodology.
• Responsibilities included monitoring and controlling the cost budget, demand and supply, resource utilization and forecasts for future months.
• Collaborated with various customer stakeholders for day to day operations, estimations, forecasts, defect reduction, and successful project delivery. SPOC for service and delivery metrics.
• Creation of Standard Operating Procedures (SOP) for Service Management processes like Change management, Effort logging, testing management, and Business continuity planning.
• Designed the Service Reports and Dashboards for SLA and KPI monitoring and improvement. I was also instrumental in establishing and leading the Service Governance team to deliver Service Performance Analytics, Insights and Reports.
• Organizational Change Management: Key player in implementing organizational process changes for SLA compliance, JIRA tool usage, Service Improvement, and Shift Left testing implementation.
• Business Continuity and Security Audit Planning and Preparation.

PMO Lead

Responsibilities:

• Led the centralized Program Management office to coordinate Revenue, bottom line improvement and Gross Margin for the Global teams of 8 different Customer Portfolios.
• Streamlined the tracking and focus on the quarterly growth targets set by the leadership for each of the portfolios.
• Set up a lean process which was easy to follow for keeping the focus on actual revenues on a weekly basis, and working with the delivery managers on the help required for resources, customer negotiations and new proposals.
• Tracking Resource Allocation and Billing issues, and recommending corrective action, Monitoring & Controlling Financial Levers, Quality Management metrics and escalation of critical issues.
• Monitoring and controlling the Balanced Score card (performance metrics) of the Accounts.

Project Manager

Responsibilities:

• End to End Delivery Management for Application Maintenance, Support and New Development projects.
• Managed a portfolio of projects on Mainframes (COBOL, DB2, and CICS), Python, C++, and Java.
• Portfolio of projects included a new project on which I worked from Proposal through delivery of migration of Suspense Account Management system from Legacy mainframes to Java based Rich client platform. I was involved in the business requirement analysis (user requirement gathering and use case definition), Functional and Technical documentation, development, and System testing process.
• Delivery Team Management at Offshore - responsibilities included Allocations, Training and Performance evaluations.
• Project Finance and Revenue management - Cost budget, Revenue realization, Resource utilization.
• Resource Performance Management, Competency planning and Performance Improvement programs.
• Provide Technical and Functional Guidance to the team.
• Support for new initiatives and proposals through the Analysis of Business Processes, Functional Requirements and Technical solution.

Project Leader

Responsibilities:

• Technical Lead for Customer’s Applications using Mainframes COBOL, DB2 and CICS programs.
• Responsible for all the deliverables of SDLC lifecycle, starting with Business Requirement Document creation, requirement gap analysis through Development & Testing to Final Production Deployment.
• Managing the Project Quality, Internal and External Reviews, Functional and Technical Documentation, Defect Root cause analysis and reduction, and Performance Tuning.
• Led the offshore development team which included Trainees: Team Training, Team building activities and Performance Evaluation.
• Stakeholder Management, Status Reporting, Customer Communications.
• Schedule and Resource Estimation and planning.

Software Analyst & Technical Lead

Responsibilities:

• Development and Testing of Software programs in COBOL, DB2, CICS.
• End to End Delivery of SDLC lifecycle, starting with Business Requirement analysis through Development & Testing to Final Production Deployment.
• Offshore Team management, Team Training and Performance Evaluation.
• Project Cost and Budget Estimates, creation of estimation templates.
• Offshore and Onshore team coordination, status reporting and customer communication.