SUMMARY:

• Compassionate Senior IT Manager and Leader with 20+ years of experience in leading Project Development & Project Implementations and managing multiple Customer Support & Customer Relation engagements.
• Led global customer support of JDA’s complex Pricing & Revenue Management (PRM) Solutions, generating revenue of USD 3M+ working with customers across North America, Europe & Asia in industries like Rail, Passenger Airline, Air Cargo and Hotel.
• Through continued mentorship and training, led global team of analysts to achieve 99% SLA compliance on Case Management and Top - Level customer satisfaction score for 98% of Closed Case Surveys. Collaborated with cross-functional teams for managing new & existing business.

TECHNICAL SKILLS:

• Customer Relationship & Product Support Management
• Global Team Management
• Program/Project Management
• Change Management

PROFESSIONAL EXPERIENCE:

Confidential

Senior Support Manager

Responsibilities:

• Managed global team of 15+ talented analysts to provide top quality support for various JDA’s PRM solutions in Travel, Transportation, Hospitality, Media and Tour industries for Cloud and Non-Cloud customers.
• Led the onboarding of the new customers of PRM solutions to Support & managed Product Releases for them.
• Participated in Scrum Sprint Planning & Sprint Demo meetings for the PRM Products Enhancements in the Agile development environment.
• Led Support Review meetings with Customers, managed Customer Concerns and Escalations, if any.
• Incorporating Salesforce and Power BI reports/dashboards, regularly presented updates to HCL Management on Issue Trends, SLA fulfillment, Customer Escalations & Key Concerns and Knowledge Base development.
• Successfully collaborated with Product Management, Product Development, DBAs & Infra-structure teams for the prioritization of issue Resolutions, customer Changes and Enhancement requests.
• Trained and Mentored the team members to enhance their Product knowledge, technical capabilities and thereby improve deliverables, SLA compliance, KCS documentation and customer satisfaction.

Confidential

Sr. Support Manager

Responsibilities:

• Managed global team of 15+ talented analysts and team leads to provide top quality product support for various PRM solutions in Travel, Transportation, Hospitality and Media industries across different countries.
• Advised and coordinated with customers on smooth implementation of product releases.
• Remained customer’s point of contact Escalations, Change Requests and Service Requests
• Led the Case Review & Support Review meetings with customers and mentored leads in other countries.
• Collaborated with Product Management, Consulting, Product Development and Infra teams for prioritization of Change Requests and Product Fixes for product’s General/Sprint Releases.
• Using Salesforce Reports and Dashboards, presented Client Support Status updates to JDA Management.
• Reviewed and helped revise Support processes and establish best practices for the team to adhere to.
• Mentored the support team to develop Knowledge Base articles in SalesForce for quick resolution of cases.
• Triaged and led the Investigations of complex support issues reported for PRM solutions - with hands on capabilities with Unix Scripts, DB SQLs, PL*SQL and C++ code.
• Managed development of upgrades and enhancements of Airline RMS product.
• Ensured quick adoption/learning of new Products, new Industries and new Processes as JDA went through acquisitions/mergers and led the Change Management initiatives undertaken for various teams.

Technical Manager

Confidential

Responsibilities:

• Created development Plans, performed monthly Resource Planning and Managed the Development, database aspects, QA and Support work for the PRM product for passenger Air RMS System.
• Handled Release Process Management for the product and ensured proper guided Documentation team.
• Be a liaison person between the business consultants and technical teams.
• Built the product knowledge within the development and implementation teams through proper training.
• Led the GUI development efforts also using VB 6.0 and GUI release process using Install Shield tool.
• Led the transition of configuration management system change from Visual Source Safe to CVS.
• Planned & Managed the implementation of Airline solution for multiple clients on-time & within-budget.
• Developed and Monitored Project Plan to manage objectives, risks and contingencies.
• Performed monthly Resource planning for assignment of project tasks to the team in a matrix organization.
• Provided weekly status report on current activities, future milestones & identified risks to the customers.
• Led system configuration and parameter setup meetings with client teams.
• Led the development of Graphical User Interface (GUI) for the Airline RMS product using Visual Basic 6.0.
• Developed the Requirements & Detailed Design specifications for the Rental Car RMS product features.
• Developed GUI & performed Quality Analysis for the Rental car RMS product using PowerBuilder software.
• Developed Stored Procedures and write SQL queries for the data analysis and issue resolutions.
• Provided release Build support for the Airline and rental car GUI applications using Install Shield software.
• Supported the implementation teams for the implementation of Airline solution in customers’ environment.
• Working in a matrix organization provided regular status updates to functional and project managers.

Confidential

Systems Analyst

Responsibilities:

• Interacted with clients and/or third-party business consultants for review of Functional Requirements. Prepared Detailed Design specifications based on Functional requirements and led the development efforts.
• Created the Graphical User Interface standards for the development using PowerBuilder and led a team of 3 consultants for the development of GUI application using PowerBuilder software tool.
• Created Oracle database for the project needs and supported release build process using Install Shield tool.

Confidential

Senior Lead Analyst

Responsibilities:

• Developed project plans and led team of 4 engineers to manage Product Enhancements for a Product.
• Acted as Technical Consultant to projects in India and Belgium involving review of Functional Requirements to creation of Detailed Design specifications & Development of GUI applications.
• Lead the QA efforts, review of Documentation and worked with SQL*Server, Oracle and Informix databases.