PROFESSIONAL SUMMARY:

• 18 years of experience in IT with a cross selection of clients, geographies and domains, I have had many diverse roles that has enriched my experience, involving project / program management, service delivery / engagement management and end - to-end application software development and support, in multiple industry verticals - Retail, IT, Telecom, Confidential, Insurance, Reatil Food and Beverages.
• I have executed projects in various technologies (Web Development, JAVA/J2EE, .NET, SAP) and methodologies (Waterfall, Agile/Scrum, ITIL, CMMI for services, Six Sigma, AMS Support, and PMP Concepts).
• I am experienced in various phases of Service delivery like Service design, Transition Operations, continuous improvement; also have experience in various processes like Incident Mgmt., Change Mgmt., Problem Mgmt., and Knowledge Mgmt.
• Methodical and judicious approach to all facets of Project and Delivery Management like change control, risk management, communication management, scope management with proven track record of mentoring and coaching team members and driving multiple cross-functional project teams simultaneously.
• I am a technology and result driven professional with high customer focus, high sense of ownership and commitment. I have excellent people management skills along with strong analytical and problem solving capabilities.
• I possess a rich experience in managing multiple simultaneous, geographically distributed, mission critical, complex projects / programs involving high pressure and stringent deadlines in an onsite-offshore model.
• Getting the best quality, cost effective results, in a timely fashion while maintaining enthusiasm within the teams throughout the project and getting client delight is my specialty.

EXPERTISE:

Agile/scrum Principals

Project/Program Management

Sprint Retrospectives

Communication

Waterfall

Relative Estimation

PMP Concepts

CMMi for services

Conflict Resolution

ITIL

AMS Support

Iterations/Sprint Planning

Six Sigma

People Management

SLA Management

Status Reporting

Production Support

Response/Resolution Metrics

Microsoft Tools

Risk Management

Enhancements

Project Planning

Scope Management

Presentation Skills

Problem Solving

SDLC Lifecycle

Team Motivation Skills

Leadership

Distributed Agile/Scrum

Continuous Improvement

Java/J2ee

.Net/C#

SAP ERP

EMPLOYMENT:

Sr. Project Manager

Confidential

Responsibilities:

• Preparing and tracking Project Plan, Requirement Traceability Matrix; Configuration and Quality management plans; Project Statement; Business Continuity Plan; Escalation Metrics; Staffing Plan and Organization Charts
• Participate and oversee development of business requirements, functional and program specifications, high and low level designs, programming, implementation, testing, deployment and documentation
• Managing schedule, cost, quality, efforts and ensure overall project success by tracking the utilization, attrition and profitability of engagements
• Accountable for project cost overruns, profit-and-loss (“P&L”) over delivery revenue generating additional revenues wherever possible
• Ensuring project quality control, on-time within-budget project and program delivery
• Rich experience in handling Fixed Cost and T&M based engagements
• Resource hiring, planning and allocation to ensure that applications satisfy user needs and are completed within agreed upon time/cost parameters
• Leading project meetings with the project teams and 3rd party vendors; continuously tracking tasks and progress
• Ensure that an effective risk assessment, management and mitigation plan is in place
• Removing any barriers, impediments and blockers coming in way of the project ensuring the project run smoothly meeting all deadlines
• Responsible for reviewing all project deliverables and artefacts
• Working closely and interacting with the partners and end customers for issues resolution and resolving pain points thus ensuring high client satisfaction and client delight
• Effective Release Management Planning keeping holiday and high business seasons in mind
• Administering project reviews, internal and external audits, assessments and overall compliance and ensuring all action items are tracked till closure
• Provide regular service delivery status reports to all the stakeholders including Weekly Status Reports, Monthly Governance Dashboard, Quarterly business review
• Understanding the organization’s systems and technologies while contributing towards continuous improvement for delivery standards, guidelines, processes and procedures
• Extensive hands-on experience in project deliveries through each phase of the project lifecycle to successful completion using industry best practices, tools and techniques.
• Define an affordable scope and prepare project plan based on customer requirements and ensure that all deliverables have clearly defined acceptance criteria and testing methods
• Support the preparation of and review the project budget, operating an accurate cost control to ensure that agreed budget is achieved
• Experience in defining clear acceptance and success criterion for project milestones
• Operate an effective change management process that allows for flexibility and adaptation to changing business needs
• Schedule management and continuous monitoring, establishment and tracking of milestones, Sequencing and estimating the tasks and activities
• Develop and follow the communication management plan, Stake holder management plan, implementing project reporting like progress, status, time, risks, issues etc. to stakeholders and senior management; Liaison across various functions in organization
• Staffing the project, define/communicate roles and responsibilities to the team members, perform team building activities, enhance project/ team performance, rewards and recognitions, evaluating the team members performance and feedback and identify and manage the needs of the team members
• Assemble and organize a diverse team capable of reaching the project objectives. Lead the team with energy and a commitment to success and excellence
• Ensure that the quality of project results is as agreed in the project plan
• Agree to the technical and quality strategy with appropriate members of the steering board and ensures that regular quality reviews are established
• Perform IT service management functions for the suite of applications, following the ITIL framework - Incident Management, Problem Management, Change Management, Major Incident Management, Capacity Management, Continuity Management and Projects
• Provide 24X7, end-to-end application support as per the defined and agreed service agreement
• Day-to-day working with the trained help desk technicians and administrative staff
• Leading project meetings with the onsite-offshore project teams and 3rd party vendors; continuously tracking tasks and progress
• Resource hiring, planning and allocation to ensure that applications satisfy user needs and are completed within agreed upon SLA parameters
• Overall coordinating with the teams responsible for preventive maintenance, L1-L4 technical support, repair and root cause analysis of application defects
• Ensuring all the incidents and tickets are correctly prioritized, categorized, analysed, acknowledged and resolved as per defined SLA parameters pertaining to customer service delivery and operational efficiency
• Execution and tracking of all Major/Minor Enhancements and Service Requests
• Complete problem management for tickets
• Build and maintain knowledgebase of application-specific processes, known errors and other relevant documentation
• Removing any barriers, impediments and blockers coming in way of the project ensuring the project run smoothly meeting all deadlines
• Tacking and monitoring the progress of ongoing business improvement initiatives (projects & enhancements).
• Manages issues and follows appropriate escalation procedures to ensure management awareness of problems that are severe in nature or exceeding documented targets
• Operate an effective change management process that allows for flexibility and adaptation to changing business needs
• Analysis of ticket metrics and lead changes to reduce ticket volume; Determine the nature and the severity of the problem reported as per our predefined definitions
• Developed processes to reduce SLA violations and thus increasing customer satisfaction
• Ensure that an effective risk assessment, management and mitigation plan is in place
• Provide regular service delivery status reports to all the stakeholders including Weekly Reports, Monthly Governance Dashboard, Quarterly business review
• Continuous SLA monitoring, tracking, management and compliance as per the contract.
• Ensuring the applications availability and reliability as per the agreed upon CPI/KPI parameters
• Accountable for uptime and error free running of all applications. Ensuring applications are available as per commitments.
• Maintaining effective resource shift roster and up to date escalation matrix to provide off-hours support and taking care of production down time situations.
• Ensuring that an effective onsite-offshore communication channel is in place to avoid communication gaps; effective collaboration between onsite-offshore teams and clear delegation of responsibilities
• Interact with support and IT infrastructure teams while managing different request types
• Ensure a cross- framework is in place to reduce risks related to attrition and increase team efficiency to tackle cross functional defects
• Administering project reviews, internal and external audits, assessments and overall compliance and ensuring all action items are tracked till closure
• Ensure that all bug reports were addressed in a timely manner and workload remain evenly distributed by analysing monthly metrics
• Demonstrate the highest standards of customer satisfaction by effective communication, reporting, and handling of customer technical and functional issues in co-ordination with the application support team
• Handling day-today customer queries regarding supported suite of software applications.
• Establish and maintain relationship with the client and understand the challenges, pain points and making sure to address the same.
• Working closely with the partners and end customers for resolving pain points/issues and thus ensuring high client satisfaction and customer delight
• Regular review of issues and identifying proactive improvements to systems, automate and enhance system/support capabilities
• Implement best practices in Application Management
• Collect, analyse and produce metrics on process d Confidential for KPIs to find out improvements
• Understanding the organization’s systems and technologies while contributing towards continuous improvement for delivery standards, guidelines, processes and procedures Control elements of Service delivery like Risks, Service Cost, and Productivity Improvements
• Drive knowledge management across the supported applications and ensure full risk and control compliance
• Tracking and taking to closure all incidents and ensuring resolution at the root cause
• Managing schedule, cost, quality, efforts and ensure overall project success by tracking the utilization, attrition and profitability of engagements
• Build relationship of trust with end users and customers to ensure customer commitments are met as per defined and agreed to SLAs
• Follow and ensure that all the support processes and procedures are followed
• Vendor Relationship Management and driving performance improvement through the various vendor relationships
• Responsible for reviewing all project deliverables and artefacts
• Mentored other IT Support personnel
• Develop and implement new work processes or process improvements
• Monitor and Improve the Application Support processes like Change, Issue, Problem, Release and Configuration Management to enhance operational efficiency. Objectively assess the performance of these processes and improve them wherever required.

Technical Engineering Manager

Confidential

Responsibilities:

• Manage the lifecycle of code development, from ideation to sprints to deployment
• Protect team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery
• Organized and facilitated scrum ceremonies (grooming, sprint planning, reviews, retrospectives, daily stand-ups, release planning, demos and other Scrum-related meetings etc.)
• Assisted team with making appropriate commitments through story selection, sizing and task definition and participated proactively in developing and maintaining team standards, tools and best practices
• Empowered teams to self-organize and grow cross-functionality
• Coordinate and manage code releases and shared APIs with other IT groups
• Track and communicate team velocity and sprint/release progress
• Worked with the engineering managers to identify cross-team dependencies and manage inter-team tasks
• Enact change and continuous improvement increasing the productivity of Scrum teams

Senior Software Engineer

Confidential

Responsibilities:

• Understanding customer's business, processes and inputs for providing optimal solution.
• Executing complete software development life cycle (SDLC) of various web based projects including requirement gathering, estimation, designing, coding, implementation, system and integration testing, deployment, maintenance, production support and continuous improvement.
• Communicating and working effectively with team members.
• Project Documentation