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Program Manager Resume

Greater Seattle Area, WA

SUMMARY:

Executive leader with over 17 years of extensive expertise in facets of Web/Online Business with a high focus on Customer Experience through desktop, mobile, Telecom, Travel Portals along with Project and Program Management, defining & negotiating Contractual SLAs, Application Development and Management, Deployment and Release Management, International Operations and a stellar record in the IT industry with Project Management Professional (PMP), Agile Certified Practitioner (ACP), Certified Scrum Master (CSM), Team Kanban Practitioner (TKP) certifications. Skilled in collaborating with cross - functional teams to achieve business and financial objectives. Instrumental in streamlining and improving processes, enhancing productivity, and leading multi-geography teams. I am Adaptable, Ambitious, Pragmatic and Service-driven. Permanent Resident of USA.

PROFESSIONAL EXPERIENCE:

Confidential, Greater Seattle Area, WA

Program Manager

Responsibilities:

  • PMO Governance - Managed Services - Macmillan Publishing - Key contributor in SLA Negotiations and planning strategies for efficiencies.
  • Application Management - Confidential Managed Services Accounts - Program Governance and Delivery Management, Stakeholder Management of - Digital Experience - 40+ Applications - Annual 14 Mn USD ~ 100 Resources (70% Offshore) - Customer Experience Analytics, Monitoring Tools, Web Reporting
  • Manage Client Deliverables of 40+ applications in various Online Services like Sales, Services and Business Solutions aligning seamlessly with Customer Annual goals/objectives/targets.
  • Institutionalized Agile & Lean Values in various functions for better productivity and customer benefit using Kanban board etc. along with ticket management tools like JIRA.
  • Program Governance - Corporate Systems Production Support - 200+ Applications - Annual 13 Mn USD ~ 75 Resources (65% Offshore) - BI DWH, Supply Chain, HR
  • Coordinate and manage deliverables for Customer’s online business through proactive planning and risk management so that the impediments are removed. Support Customer facing web and mobile app.
  • Effectively Project Managed an Operationalization of Dynatrace’s KDA (keynote device anywhere) tool used for monitoring customer experience on mobiles, tablets and desktop with a heavy focus on documentation like Risk/Issue logs, Daily dashboard and reports for effective tracking, requirements prioritization, conducting Scrum ceremonies.
  • Ensuring that Customer Deliverables are met within budget and on time with high CSAT index.
  • Created and rolled out multiple processes for Project’s budget management, financial invoicing through well-organized documentation keeping a tab on Revenue and profitability.
  • Responsible as a SPOC working closely with Customer as a stakeholder for managing escalations and Risks to ensure customer satisfaction.
  • Instrumental in streamlining, defining and negotiating Contractual SLAs with Confidential especially for Data-warehouse Batch Jobs.
  • Led a very Complex transition of 250+ Confidential applications. Accountable for defining transition strategy, plan. SPOC for Contract Governance function having to deal with key Confidential & Confidential stakeholders regularly on various contract issues, new enhancements/incoming work etc.

Confidential

Group Lead

Responsibilities:

  • Delegated as Extended Arm of HR and partnered effectively in administrative cadre through Regional Location Council for over 500+ resources entire St. Louis location taking care of their onboarding, initial settlement etc. Also spearheaded Programs that Connect (Associate), Create (Organization) and Collaborate (Society) through event management.

Confidential

Customer Delivery Manager

Responsibilities:

  • Planned, tracked, measured and documented various tasks to ensure client deliverables are delivered within time and budget, Responsible for Risk & Issue Management focusing on Customer Satisfaction

Confidential

Senior Project Manager

Responsibilities:

  • Online Platform In-life Production Support - BT Managed Services Account - Project Profitability - PMO, Managed financials, Resource planning & Management, Risks & Issues, Escalations
  • Endorsed as “Captain of the Deployment Night” - SPOC for external Clients for all Release communications, responsible for Release planning & Scheduling
  • Developed Acceptance into Service procedures for new enhancements / releases to assess fitness of Releases to be promoted to Production

Confidential

Technical Staff

Responsibilities:

  • Travel portal - Application development and maintenance, Tier 2 Application Production Support
  • Confidential Rental Car - Application development, testing and problem management

Confidential

Software Engineer

Responsibilities:

  • Application Development of Loan Application (Lend Soft) covering the entire life cycle of the Loan Application processing.

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