SUMMARY

• Result oriented professional with overall experience of 12 years IT Management experience, having an outstanding track record of success in Project/Program Management, Portfolio management, People management, IT Transitions, Streamlining Operations and Software Development
• Skilled in Business process analysis, IT Service Management, IT Strategy, Project Portfolio Management and Process Improvement
• Extensive background managing technology projects having cross functional and cross - cultural teams with Waterfall, Agile, prototyping etc. methodology, while working for Fortune 500 companies
• Seasoned to lead, manage and deliver results on both strategic and tactical levels, with domain expertise in Healthcare, Pharmaceutical and Retail industries
• Skilled in building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges
• Managed projects from concept to completion, designing IT strategies, and coaching individuals to success
• Proven experience in creating project management documents such as cost, budget, resource plans, schedule baseline, communication plan, issue log, RACI matrix and status reports for stakeholders
• Expertise in Application outsourcing and defining scope for Minor Enhancements, ARC’s/RRC’s, operating level agreements Service Level Management and Vendor Management
• Adaptable and transformational leader with an ability to work independently, creating effective presentations, and developing opportunities that further establish organizational goals
• Managed enterprise-wide $MM Project Portfolio; Reporting to the VP of Business Operations
• Promoted to positions of increased responsibility given strong people and project management skills
• PMO experience in Internal Controls, Risk Management, IT Risk/IT Security, Compliance, Vendor Governance, IT Governance and Change management/ business process improvements
• Managed multi-national onshore and offshore teams, overseeing 30+ reports
• Action-oriented with strong ability to communicate effectively with technology, executive and business audiences

TECHNICAL SKILLS

• Strategic Vision and Tactical Roadmaps
• Outsourced Services & Vendor Management
• Governance, Demand, and Portfolio Management
• Project Management; ITIL processes
• Resource Planning
• Process Improvement
• Agile methodology
• Transition Management
• ITSM Expert
• MS Office tools
• Vendor Management
• Strong leadership and communication skills
• Distributed team model
• Risk Migrations

PROFESSIONAL EXPERIENCE

Program Manager

Confidential

Responsibilities:

• Worked with a budget spend of $5.5M annually for Zero Downtime Initiative, which consisted to creating performance and stability enhancing tools
• Managed and led a team of 15+ Confidential and 30+ Vendor employees, to implement multiple stability improving tools which ranged from basic health checking ones to automated self-healing tools
• Developed business case for continuously evolving proactive tools which resulted in reducing the outage time at Distribution Centers by 20% (year over Year) there by saving costs and manual efforts
• Managing and leading the global implementation of ITIL methodologies and standardized processes. Contributed in building of Confidential ’s Monitoring and threshold-based alerting tools to reduce the mean time to resolve
• Worked with leadership from all domains (applications, Infrastructure, Middleware etc.) to plan and prioritize bi-weekly sprints, working closely with business to prioritize the backlog
• Led a separate team of 5 to define and install Problem Management and Change Management process within Supply Chain Network, across all towers and drive the root cause percentage from 30% to 80%
• Develop and maintain productive partnerships with Business partners, Site (Distribution Center) Operations Managers and technical teams from Logistics area to formulate better strategies for Change Management, Defect Management and Problem Management
• Worked with Directors and Sr Managers to create and document the standardized process, thereby defining roles and responsibilities of teams with respect to new development
• Analyzed and formulated the financial impact of an outage for a distribution center (Never been accomplished before in Confidential Supply Chain) and thus provided dollar figure of all the savings made by preventing these issues
• Worked with multiple vendors (JDA, Ortec, Demantic, Intelligated etc.) to review and establish SLAs based around service optimizing in addition to service restoration
• Worked with Site Managers, and tower Managers (Applications, Infrastructure etc.) to prepare for the shopping peak season, and helped in reducing the year over year peak incident rate by 33%
• Successfully converted software development to monthly release cycles; implemented monthly reviews with internal process owners in setting priorities; increased production software enhancements by 30% resulting in increased customer satisfaction.
• Designed analytical dashboard for executive using JIRA based KPIs and provide meaningful governance reports to Senior Director and VP on Supply Chain Networks improvements and benefits from ITIL optimization
• Expertise in Business intelligence tools like Power BI, Business objects etc.

Program Manager

Confidential

Responsibilities:

• Provided the budget baseline as $3.1M ($2.7 M Capital and $0.4 M expenses) to procure new tools and build operational excellence framework (Automation, Self-Healing, Self-service). Bringing the current run-rate from $14.4M to $4.1M providing hard savings of $10.3 M for 5 years; resulting in a 45% ROI and less than 2 years payback.
• Managed 3 separate vendors (Cherwell, FireScope and GAVS) and an internal project team of 15 ITIL Process Owners (Directors and Managers at Confidential ) to gather the requirements
• Defined Project scope, goals and deliverables that supported business objectives in collaboration with senior management and stakeholders
• Implemented Governance Frameworks and Best Practices, leading the planning and execution of strategic initiatives. Enable effective management of outsourced service providers.
• Prepared and presented Proposals, Contracts and SOWs. Defined services, deliverables and SLAs. Establish Outsourced Services & Vendor Management - SLAs, KPIs, and engagement processes.
• As a member of IT Steering Committee provided the status to CIO-LT community
• Supervised and coordinated decommission of legacy systems, investigated and streamlined multiple systems as part of client strategy implementation reducing infrastructure costs
• Responsible for the overall Demand, Budget & Resource management for applications under the area of responsibility.
• Interact with the Infrastructure team and Technology Domain team to provide end to end reporting of applications’ environment health including: Availability, Performance, Change Management and overall environmental health.
• Focus on reducing the ratio of IT expense to company revenue & operating expense
• Facilitate weekly/monthly presentations with Management to explain the health (reliability, availability) of the application, reviewing incident, change, and problem metrics with key focus on Customer satisfaction scores and feedback.
• Configured SharePoint, JIRA and Confluence to set up a proper documentation - reporting channel

Confidential

Program Manager

Responsibilities:

• Served as the lead project manager, streamlining project design from inception to reality for the WorkDay integration, managing 3 project managers as direct reports and with a budget of $ 5M
• Defined Project scope, goals and deliverables that supported business objectives in collaboration with senior management and stakeholders for HR services
• Conducted requirement understanding and validation sessions with Legacy systems and WorkDay to establish the cutover events and milestone details
• Prepared the project management plan complete with schedule, cost and scope baselines
• Created roadmaps for establishing secure connections with existing vendors (Banks and Benefits Partners)
• Consolidating various project performance indicators such as SPI, CPI, percentage completion and open issues for weekly status report
• Closely worked with HR Operations Director to prepare the Transition plan and work on process maps for each operation
• Conducted monthly Steering committee meetings with Senior Management and highlighted the current challenges, focusing on strategies to resolve and transform
• Worked with communications manager to draft updates on hiring, transitioning and de-boarding of members as and when required
• Effectively negotiated with vendors and software partners which led to the completion of the project on time and 5% under budget
• Developed a contingency plan, which would keep the legacy systems working up to the task, as a risk mitigation measure, if in case the integration didn’t go as planned
• Improved project delivery variance from baseline by 10% via standard process improvements
• Supervised and coordinated decommission of legacy systems, investigated and streamlined multiple systems as part of client strategy implementation reducing infrastructure costs by $ 1M