SUMMARY

• Overall 10 years of IT experience in various roles such as Team Leader, Project Manager, and Client Delivery Manager.
• Has experience in managing change and release processes, project transitioning and delivering successful outcomes within enterprise digital programs.
• Worked as Service Delivery Manager for 4 years at customer side focusing on maintaining good relationships with clients and improving the organization’s services in a multi - vendor competitive environment.
• Possesses extensive expertise of the project lifecycle and Agile techniques.
• Excellent leadership, communication, problem-solving skills and proven ability to implement new processes and deliver results.
• Worked extensively on budget and risk management.
• Experience in managing large teams (25+ team members).
• Completed PMP and CSM(Certified Scrum Master) trainings

PROFESSIONAL EXPERIENCE

Confidential

Service Delivery Manager

Responsibilities:

• Analyze Business cases & Information Architecture and coordinate with the hub leads & designers to agree on content/costs.
• Drive end-to-end high-level solutions & low-level designs. Work with component delivery/project manager, release delivery, CIT & E2E Testing teams from scoping phase till end-to-end release management phase.
• Work with Industry notification teams for any Customer provider, B2B/Portal/Other impacts.
• Discuss and agree on release scope and change request for various areas in scope. Delivery manager owns data in Hub scope and change request tracker.
• Track STORM scoping, funding and costs
• Drive Technical change request via Change Requests.
• Support ORT Trials and work via the release/component team to drive defect resolution
• Work with Business/Customer Experience (CE) to understand Pipeline Demand and prioritize the stack
• Build relationships across Business as a single point of contact.
• Understand the strategy for each of the impact areas to better understand demand profile
• Support business scope demand and identify benefits and cost reductions
• Support CE to prioritize demand to work towards a flattened demand profile

Confidential

Delivery Manager, Project Manager

Responsibilities:

• Delivery & Software deployments on CSS from Billing, Networks, Order handling & Middleware Development teams through Monthly software drops known as CSS Releases.
• Track & Manage Design, Delivery, Testing and Deployment of software on CSS in a Release.
• Create Release and Deployment plans, verify, review, track related documents using MS-Project and MS Excel-based tracking sheets.
• Ensure that all deliveries are documented using the appropriate standards, methods and tools.
• Effectively interact with various test teams for agreeing on the delivery plan and align test schedule accordingly.
• Monitor the progress of each stages VVT, UCT, Pilot and track the signoffs on time to stick to the delivery schedule.
• Evaluate and make recommendations/decisions on delivery options as appropriate on time. Plan or oversee the lag in testing progress or sign off and coordinate the execution of these plans along with test teams.
• Lead daily calls with test teams (CST, iVVT and UAT), review & monitor the progress to ensure daily test velocity is met and achieve sign off as per milestone date.
• Manage the alignment of CSS deliveries to meet business requirements and plan and work out the schedule accordingly.
• Prepare the landing plan ahead of release deployment.
• Responsible for Live issues management and trials problem resolution to meet the product launch date - Liaising with the incident management team and ASGs.
• Conformance to metric goals (SLA’s) and target dates with a high level of customer satisfaction.
• Influence / advise the Business stakeholders on any issues or concerns to ensure the smooth acceptance of the product built.
• Co-ordinate with Implementers (Release Technicians, Operation Support teams, ASGs), Testers, Customers, Developers, etc. to discuss any issues/changes in the course of a Release and post-implementation review afterward.
• Conduct Post Implementation Call to review, action and document the key learning.

Confidential

Project Manager

Responsibilities:

• Own, direct, manage and motivate the project team.
• Develop and maintain an agreed project plan and detailed stage plans.
• Understand and apply business case and risk management processes.
• Manage projects; their cost, time and scope.
• Defining, Planning, Executing, and Closing Projects
• Managing Teams - facilitating commitment and productivity, removing obstacles, and motivating team members.
• Reporting project health status, conducting team meetings, appraisals.
• Conduct project audits and close non-compliances.
• Identify the projects risks and their impacts and prepare Risk mitigation plan.
• Timesheet and leave management of resources.
• Business Continuity Plan (BCP) preparation, conduct drills and BCP execution
• Arrange resource trainings, retention and motivation programmes
• Maintain version control of all project documents

Confidential

Team Leader, Application Support

Responsibilities:

• Manage tough negotiations with BT clients and customers on Support agreements and efforts.
• Discuss and provide updates to Senior management on Project health and client expectations.
• Determine and reviews all project costs for every development, maintenance and support activity from project perspective using Standard excels and templates.
• Verify, review, track and create various plans for TRM team and related documents using MS-Project and standard Excel based tracking sheets.
• Review and prepare contracts/quotes (T&M/FP) and procure funding from client/customer for associated activities.
• Provide approval to teams to proceed with support activities on each activity from efforts perspective.
• Single point of contact for higher escalations on the team.
• Provide guidance to teams, team leads/members and manage SLAs & teams expectations.
• Review the teams work with weekly work stack meeting and ensure the customer agreed SLAs are maintained to satisfaction.
• Delegate responsibilities to team members and allocate support stack amongst the team.
• Transitioning the project from the customer side and set up an Offshore Team.
• Understand the requirements of the project and preparing end to end procedures for handling different environmental issues.
• Act as a single point of contact of the team and interact with more than 100 different teams within and outside Tech Mahindra who working on CSS environment.
• Monitoring the performance issues, space utilization in the mainframe database and maintaining the development testing environments concatenation path.
• Coordinate with external interfaces such as Database administrators, Test data build, Middleware interface teams etc. in order to complete user’s ad-hoc requests or other periodic tasks in specified timescales.
• Take necessary action on Bridge cases raised by associated groups after assessing the impact on TRM via change Management CLARIFY tool.
• Created a New Test environment and hosted new Databases to Facilitate exclusive Openreach testing.
• Automated the Monthly Software recycle process to reduce the environment downtime.
• Worked as “Onsite Co-Ordinator” role at Tech Mahindra, Milton Keynes, UK.
• Performed the role of an onshore coordinator to liaise with the offshore development and testing teams, undertaking a major role in providing support to different programs.
• Provided support for billing and migration activities. Involved in preparing E2E test cases for various programs and executing them by setting up environments, jobs, processes etc.