SUMMARY:

• 17 years of technical, functional and management experience in end to end Project Management & Delivery for complex engagements in India, Europe and North America.
• Successfully managed software development and managed services projects for Confidential 500 clients across various technology domains like Microsoft, SAP, Mainframe and AS/400 with Waterfall and Agile delivery approaches.
• Good exposure to pre - sales activities like responding to RFP, Pricing etc.

CORE COMPETENCIES:

• Managed Services - Application Maintenance
• SLA Management
• Service Delivery Management
• Reporting
• IT Software Project Management
• Client Management
• Risk Management
• Change Management / OCM
• Project Management Office
• ITIL Processes Implementation
• Product Management
• Incident Management
• Scrum
• Requirements Management

TECHNICAL COMPETENCIES:

• Visual Basic
• VBA
• SQL Server
• MicroStrategy Desktop
• Basics of Big data (Hadoop, Pig, HBASE and Hive)
• Remedy
• Team Track
• Maximo
• ASP
• Visual Studio IDE
• SAP HANA
• SharePoint
• SAP BW
• Clarity
• MS Office Suite

EMPLOYMENT HISTORY & EXPERIENCE:

Confidential, Greenville, South Carolina

Project Manager

Responsibilities:

• Create and maintain project plan and schedules using MS Project.
• Ensure the deliverables are provided in a timely fashion as per project plan and milestones are successfully met.
• Speak to the stakeholders and business to gather information regarding the applications they were responsible for.
• Review, discuss and finalize Data Gathering Templates (DGT) collated by other BA/ Data analysts.
• Liaise with client and data analysts during the data collection phase.
• Assess, manage and escalate risks and issues as required.
• Plan, Organize, and facilitate stakeholder workshop(s) as necessary.
• Customize the SharePoint portal for ECM. All the collated data was made available to client stakeholders thro SharePoint which was the preferred ECM tool.
• Create weekly program dashboard to present progress, risks, issues and overall status to the stakeholders.

Confidential, Naperville, IL & Itasca, IL

Organization Change Manager / Service Delivery Manager

Responsibilities:

• Managing the transition of the people from the independent entities to a new entity and also some transition of client personnel into the service provider teams.
• Coming up with strategies to handle resistance from the people who need to change and address team dysfunctions in early stages.
• Managing the ambiguity, uncertainty and inability to forecast the future while planning the various IT initiatives.
• Plan and implement changes to the application landscape and infrastructure to optimize TCO.
• Work with client teams to deliver multiple projects in parallel within the OCM scope viz. Legacy application landscape consolidation and decommission, rollout of Citrix environment, rollout of new incident management system (Maximo) and change management systems (Team Track).
• Assess training requirements and facilitate trainings for seamless transition.
• Managed and complete the knowledge transition from the SME’s (Subject matter Experts) to the offshore Application Support Team in time as per schedule.
• Managed 3M USD in revenues.
• Manage any escalations from the client and resolve to their expectations.
• Manage day to day issues and activities for the team.
• Since the team also worked on various development projects for new requirements and enhancements, demand forecasting for the projects was managed to prioritize work and utilize resources efficiently on both application maintenance and new development work.
• Review and discuss the new or application enhancement requests with business and development team to create detailed technical and functional requirements documents.
• Coordinate with business for testing and signoff of the new developments and enhancements.
• Timely and accurate reporting of the weekly and monthly incident statistics to the client.
• Achieved cost reduction and productivity improvement by cross training the team members.
• Handled internal and external audits
• Risk assessment, management and resolution with proper and timely escalation to appropriate stakeholders as required.
• Managed the Project Management Office (PMO) for the engagement. The responsibilities and highlights of this role included
• Timely and accurate SLA reporting for the engagement.
• Creation of weekly dashboard for the engagement that included statistics like weekly effort, effort on additional projects, ticket count, SLA performance and so on.
• Compile and provide monthly invoice data to the engagement manager and FMA for invoice creation within the timeline.
• Managed the on-boarding, off-boarding and security clearance processes for the onshore and offshore teams.
• Experience in use of MS Project for creation and tracking of multiple complex project schedules.
• Administer and Manage the SharePoint portal that was the preferred tool for ECM (content management) within the engagement.

Confidential

Service Delivery Manager

Responsibilities:

• Staffing and handling of the processes for the security clearances for the team as per client mandate.
• Set up the secure offshore development center in Mumbai within the time limits for the engagement as per the stringent security and export control requirements.
• Provide a monthly resource forecast for the project. Create and manage Project schedules using MS Project and Clarity.
• Design the Target Operating Model, Statements of Work(SoW) and plan for the application maintenance activities. Handle changes to existing contracts with change notes (CN’s).
• Manage the knowledge transition process and ensure it is completed as planned.
• Created and managed plan in MS Project to track project schedules, resources and costs.
• Planned, designed and implemented Service Level Agreements (SLA’s)
• Work with the client Cybersecurity teams to make sure that the offshore infrastructure is secured as per the guidelines provided.
• Manage the SharePoint portal that was the preferred tool for content management within the engagement.

Confidential

Service Delivery Manager

Responsibilities:

• Ensure compliance with the Export Control requirements for the secure data with no breaches
• Define and finalize the Statement of Work (SoW) and Amendments / Change Notices to existing contracts.
• Manage the knowledge transition and ensure it happened as per the plan and that all the deadlines regarding service transfer cutoff (go-live) were met.
• Review and discuss the new or application enhancement requests with business and development team to create detailed technical and functional requirements documents.
• Manage the new development and enhancement activities using Agile Methodology.
• Manage the SharePoint portal that was the preferred tool for content management within the engagement.
• Provided a monthly resource forecast to the senior management.
• Ensure that the planned financial goals and milestones are met. Revenue managed > 350K GBP.
• Be an immediate point of contact for client escalation relating to any outstanding Incidents.
• Assess, manage, resolve and escalate risks and issues
• Work with the Confidential and Rolls-Royce Cybersecurity teams to make sure that the offshore infrastructure is secured as per the guidelines provided.
• Coordinate with multiple vendors and multiple project teams for end to end support.
• Directly managed a team of 25 resources for providing the services to the client.
• Managed a team of SAP BW Data Analysts and modelers and provided technical guidance in the following
• Interaction with users for customized and standard reports, gap analysis and associated solutions.
• Data extraction from R/3 through various extract technologies.
• Creating queries using MultiProvider, and Info Cubes.
• Administrator Workbench to analyze required transformations, DTPs, info packages, data sources and structures.
• Design & develop Business Explorer Analyzer Queries (BEX).
• Review test scripts and test scenarios created by BW team for both unit and QA testing.
• Worked on Implementation Strategy, Functional and Technical Specifications, Business Requirements, and naming standards.
• Successfully implemented Lean foundations within the project teams and achieved a 30% reduction in meeting times resulting in productivity improvement and cost benefits to the client.
• With Failure Mode Analysis (FMA) and Continuous Improvements on the incident tickets, achieved 20% reduction in repetitive incident volumes resulting in productivity improvement and cost benefits to the client.
• Risk assessment, management and resolution with proper and timely escalation to appropriate stakeholders as required.
• The service delivery got a good rating based on the client satisfaction survey.

Confidential

Incident Manager

Responsibilities:

• Effectively managed all the Incident tickets assigned to Confidential teams, Third Parties and Client personnel.
• Managed the priority 1 incidents through to resolution in accordance with the Incident Management Procedure. Provide timely updates on the progress.
• Drive group chats and bridge calls to resolve incidents.
• Produced major incident report (MIR) for all major incidents in line with the adopted Incident Management Process.
• Provided appropriate inputs to the problem management process, Root Cause Analysis (RCA) preparation.

Service Delivery Manager

Confidential

Responsibilities:

• Manage the new development and enhancement activities with Agile Methodology.
• Product Management - Setting scope, priorities and use cases for the product through discussions with business.
• Manage the team of 25 offshore developers, BA’s and testers.
• Ensure that the planned financial goals and milestones are met. Revenue managed > 250K GBP.
• Author Statement of Work (SoW) and Amendments / Change Notices to contract.
• Provide a monthly resource forecast for the project. Create and manage Project plan.
• Plan and Manage the application maintenance activities.
• Manage the knowledge transition process and ensure it is completed as planned.
• Managed project plan and schedules to track project schedules, resources and costs.
• Ensure that the Service Level Agreements are met.
• Provide monthly and weekly reports to the client stakeholders.

Technical Team lead / Developer

Confidential

Responsibilities:

• Worked on upgrading and supporting the online ticket booking platform for the client.
• Worked on setting up promotions and discounted fares using BizTalk Rule Engine.
• Responsible for developing the “Verified by VISA” and “MasterCard SecureCode” related functionality modules for the ticketing web site.
• Worked from an incident and change management perspective with the client team responsible for achieving PCI-DSS certification.

Confidential

Team Leader / BA

Responsibilities:

• Discuss and gather the requirements from the client, create requirements documents and use cases.
• Product Management - Setting scope, priorities and use cases for the product through discussions with business and end users.
• Develop various modules for Insurance, Trade Finance industry and Asset Based Lending Industry using VB, ASP, Java, JavaScript, SQL Server
• Customize the product and Integrate as per client requirements.
• Traveled to USA for system installation and user training.