SUMMARY:

• Highly accomplished 13+ years of Global Project Management, Transition/Transformation, Operations, Training Manager with global, domestic and international experience in managing diverse projects, technology development, and strategic planning with both startup and growth accounts.
• Managed projects of IT Infrastructure Multi GEO’s (USA) and multiple Verticals (Manufacturing, Energy and Utilities, Health and Life sciences, banking and Finance).
• Strong hands - on in managing the program of onsite- offshore model and multiple projects (as a program).
• Ability to lead a team of highly skilled technical professionals, ITIL- documenting of procedures, processes, maintaining high level project plans as well as engaging with clients to help resolve their critical business problems and meet contractual agreements.
• Specialized in assessment and enable continuous improvement of team productivity, on-time and quality of delivery.
• Senior level skills in transitioning and implementing (end to end), helpdesk and end user computing services for outsourced global accounts.
• Possess strong Project Management/ Transition/Transformation Management, Client & Vendor management, ITIL, Process Improvement, Recruitment, MIS, Business Development, IT Infrastructure Operations, Incident Management, Service Request Management, Major Incident Management, License and Asset Management, Knowledge Management, Problem Management, Change Management, Business Analytics, Training Management, MS Excel, Project and Visio,, Disaster recovery skills, SDLC, Application Testing
• Demonstrates success in managing high-volume technology staffing projects,
• Possess strong communication and organizational skills
• Results oriented from requirement gathering, UAT to Prod testing of applications for e.g. Service Now and Remedy (BMC), HP Application Testing tool
• Telephony changes (IVR) structure of routing calls, Network Connectivity, CMS, Active Directory,
• Strong hands-on Quantitative Transition/Project Management, highly customer oriented, excellent communication management among the stakeholders, well experienced in managing/motivating people, planning and risk assessment.
• Conversant with Quality processes/CMM processes, SDLC and ITIL Methodologies, Agile/Scrum Methodologies, Pre- Sales

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Manager

• Spearheaded Agile/Scrum PM efforts working with key business leaders to document and plan for delivery of technical requirements to implement a new Risk Integrated Management System product
• Evolve program and project management capabilities, improve delivery of solutions to business clients, and leverage project management knowledge across the IT organization
• Consult with internal customers on project initiation statements, project definition reports, business cases and benefits realization estimates
• Develop work plans and work programs, including resource requirements; Take responsibility for risk and issue management
• Manage and monitor business applications projects. Prepare internal management reports recapping the utilization of resources, prepare project plans and review performance against committed schedules
• Manage project scope by assessing requirements changes, determining and conveying impact on, time and risk
• Clarify, identify, and track requirements and issues, remove barriers, resolve minor project issues and escalate to immediate manager where required
• Overall responsibility for project deliverables

Confidential

Project/Transition Manager

Responsibilities:

• Manage overall transition/project program performance across defined Transition/project Methodology and Phases
• Collate project sizing information from appropriate teams, and ensures project is accurately estimated; monitor and track the budget
• Ensure requirements for internal technology projects align to operational standards. Develop alternate requirements or document exceptions as appropriate.
• Develops, define, and executes project plans, project scope, activities, schedules, budgets, and deliverables
• Assign and monitor work of project team, providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed
• Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope, and quality) is achieved. Assist with problem resolution or risk mitigation as needed
• Monitor and Govern overall progress against the defined plan.
• Conduct project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement
• Establish and manage relationship with client's business and project stakeholders.
• Manage expectations across key internal and external stakeholders of the project
• Ensure Transition/project deliverables in accordance to defined methodology with high level of quality, timeliness and within budget
• Directly oversee employees assigned to manage project that have a distinct beginning and end. Select, develop, and evaluate personnel to ensure the efficient operation of the function.
• Identify project management coordination process gaps or areas for improvement, recommend and implement solutions
• Manage and motivate the team for desired levels of performance and deliverable quality.
• Manage and resolve team conflicts
• Monitoring project activities and provide assessment and advice on status and completion
• Reviewing project deliverables against expectations documents and evaluating based on personal implementation experience.
• Identify, evaluate and manage risks through the transition/project lifecycle to avoid impact to timelines.
• Provide input to key deliverable structure and content and facilitating buy-in of proposed solutions from top management levels at client end and internal stakeholders
• Disaster recovery and Drive the infrastructure projects to completion
• Work with challenging clients and manage escalations
• Report transition/project progress at defined intervals to Management teams (Client and Internal) for effective governance and timely issue resolution
• Review and manage changes through the transition/project lifecycle
• Effective documentation and follow ITIL methodologies, Scrum/Agile methodologies wherever required
• Effectively improve the operations, processes, and policies in line with the projects mission by interacting and coordinating with internal /external teams and stakeholder
• Manage Transition/project tollgates as per schedule including effective handover to operations team.
• Document and share project learning's for continuous improvements
• Document the processes and procedure of the project per ITIL standards
• Productivity/Efficiency Increase by implementing Automations solution as per the business requirement.
• Implement and track infrastructure, resourcing etc. according to BOM and RFP

Confidential

Service Desk Manager

• Prepare Service Desk Monthly Service Delivery report
• Deliver the service according to the agreed service levels.
• Deliver, monitor, report and review service performance of the overall team
• Lead the team community for learning and peer-to-peer support.
• Liaise with teams at all levels managing their expectations for delivery, escalating team issues, risks and recommendations to leadership appropriately
• Understanding of the objective and requirements of SD
• Transition/project and Steady state planning and execution
• Interface with Travel, FMG, IMG, etc for all support operations related to the team
• Managing of Scope and track Issue, Risks, Complaints & Escalations for closure.
• Build, execute and manage the Service desk plan and present Service delivery reports to senior management
• Manage all team, customer and internal stakeholder meeting
• Motivate the team and initiate for continual process improvement implementations.
• Perform statistical analysis on SD metrics and take required action for improvements.
• Daily management of workload of Service Desk
• Advise end-users on appropriate action.
• Document resolutions for future reference.
• Link calls to known issues
• Handle Knowledge base for the service desk
• Identify and define specific training needs based on call monitoring and quality audit reports
• Conduct Briefing session on quality parameters
• Formulate plans and strategies to investigate and resolve incidents and problems
• Communicate effectively on the status of systems and services, as per Service level agreement.
• Analyze the quality and improvement, accordingly giving feedback to the engineers.
• Daily CMS (AHT, Calls answered, abandoned, AUX etc) report shared with team
• CSAT Management
• Enact as a mediator of SD for all change management requirements and meeting client change management requirements
• Plan work force management to meet the SD service levels
• Change Management protocols to be followed as the first level contact center
• Initiate and drive major incidents (for datacenters, major offices,and services) to successful resolution by coordinating with peers in other resolving groups.
• Provide hi-level status updates of the client for ongoing incidents
• Prepare MI Monthly Service Delivery report
• Acting as an escalation point (SPOC) for the tier 1 and tier 2 service desk support teams
• As a knowledge resource; contribute to building process documents, KM creation, process updates and document verification.
• Submit RCA document to the client post reviewing the document and follow up on pending actions and work toward closure of the actions with various teams.
• License and asset management (CMDB) in the absence of the License and Asset Management manager
• Peoples SPOC of the account - work towards addressing issues of the members in the account (co-ordinate with various teams and work towards addressing the issues to the satisfaction of the team)

Confidential

Senior team member

• Planning the Monthly Training Calendar (trainers)
• Monthly recruitment calendar
• Establishing learning paths for CSAT driven programs
• Mentor Trainers and Voice Coaches’
• Plan refresher programs and allocate voice coaches for the sessions
• Plan and schedule weekly meetings with the other site,
• Training Need Identification and Analysis
• Timely and Effective deployment of Training programs
• Conceptualization of new and need based training programs
• Facilitating team in adherence to various operating models
• Measurement of Training effectiveness
• Managing vendors for outsourced programs

Confidential

Associate

• Confidential is leading financial organization in the world. I worked as an associate for the Confidential . The job gave me an opportunity to pilot the Mortgage applications and different stages of an application and learn how to deal with all types of customers in a challenging role. I Trend- Compiled and trained the team about the errors in process and how to eliminate them, rolled out project Big Picture where we get to know more about each and every queue that is handled in the department. I was with Confidential from .
• Project Management: Reporting the reviews and progress of the peers nominated for the voice based processes, successfully migrated 3 tranches of voice based process as per the business unit schedule and as per the business requirement. Manpower identification for the voice based migrations and successfully worked towards the BAU of the migrations, reviewed and analyzed knowledge base aspects. Coordinated with the projects and planning team regarding the migration and the training required for the voice-based migrations/ was involved in training identification for the migrations. Interacted with business unit on certain scenarios and worked on the same for best customer service and cascaded the same to the team.