Since Jul’18 with VEB Solutions, Hyderabad as Sr. Project Manager
• Involved in end-to-end project life cycle from scoping to delivery understanding client requirements, estimations, defining the key technical and commercial framework
• Day to day activity and resource planning of project team and technical team, ensuring effective delivery of projects tasks, deliverables, and milestones on time, on budget, and within specification agreed upon project scope.
• Organizing and Motivating the Project Teams for the timely delivery of the project tasks.
• Controlling the Time Management of the project delivery by Defining the activity, sequencing the activity, estimating the duration of the activity, develop a schedule based on the availability of resources, and Maintain the schedule.
• Ensuring customer satisfaction by discussing the expectations of the customer through the scheduled meetings and delivering the expected results.
• Analyzing and managing the project risk, documenting risks/issues and notifying the same to the customer.
• Monitor the project team performance and take necessary corrective steps.
• Monitoring reports and take necessary actions when the project is off the agreed timeline.
• Developed strategy for cloud/virtualization migration and implementation of best practices.
• Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project
• Strong at technology vendor management, managing various vendors involved in the project delivery, monitor and maintain the SLA/KPI metrics and take proactive and reactive actions.
• Adept at coordinating and managing multiple IT projects simultaneously.
• Process enhancement using various Lean Methodologies like, Value Stream Mappin and Kanban, Etc
• Working closely with the automation team in providing the inputs on process variations and technology automation needs.
• Ensured that project priorities aligned with the business priorities as defined by the project justification.
• Drive project life cycle from initiation to production and lessons learned for each of the project.
• Act as the first point of contact for Project Delivery issues / escalations
• Assess the further requirement for the clients and provide the solutions within the scope of VEB
• Point of escalation for India IT Operations for VEB
Project Handled:
1. Firewall Migration: Cisco to PaloAlto
2. Storage Migration: VMAX to Unity
3. HiTrust Readiness and Certification (Internal Project)
Jul’15 – Jul’18 with Wipro Technologies, Hyderabad as Service Quality Assurance - Manager
Key Result Areas:
• Managing end-to-end implementation of service quality improvement initiatives at business or GIS level (Global Infrastructure Services)
Ensuring:
• Scheduling and conducting quality audit inspections, and analyzing and reviewing systems, data and documentation
• Assess the technical infrastructure management to ensure that critical devices are operating at optimum levels as well as the service desk to ensure customer requirements are met and provide successful customer outcomes
• SLA compliance is meeting and working towards any improvement using SIX Sigma & Lean methodology
• Identifying:
• Risk and Challenges: raising alarm by creating early warning alerts & helping the teams with CA/PA. identifying variations and potential high-risk areas in securing adherence to standards and procedures.
• Areas of improvement and design the plan of improvements using SIX Sigma DMIAC methods
• Access cost or productivity wastage in operations and eliminate the same using the Lean Methodology
• Developing, conducting and providing technical guidance and training in application software and operational procedures
• Preparing:
• Account for CMMI high maturity L5 by actively auditing and reviewing processes, ensuring process prediction model and control charts are prepared and used
• Statistical data analysis on productivity and process adherence
• Monthly ticket audits to identify strength and challenges and design training plan for the required team
• Recommending corrective action / Preventive action Plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures
• Monitoring and auditing ITIL processes monthly for GIS accounts to ensure they meet ITIL process maturity targets
• Analyzing, evaluating and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems and security systems
• Reviewing monthly service delivery report and ensuring delivery is meting contractual SLA’s & Wipro internal targets
• Recognizing service improvement plans that has reduced cost or optimized productivity and publish the same at BU level
• Performing proactive problem management and sharing analysis with PM to work towards permanent solutions
• Designing value stream mapping and identifying areas to improve productivity, cycle time, cost, CSAT
Oct’13-May’15 with Parexel International, Hyderabad as NOC Supervisor
Key Result Areas:
• Supervised 24x7x365 staffing model including weekends and holidays
• Developed common set of process & procedures that allow us to meet OLA’s & SLAs and maintained industry related compliance
• Led a team on monitoring and administrating Parexel Global network and datacenters using Solar winds
• Audited daily incidents, major incidents, prepared weekly/monthly report of top call generators and provided reason by deep analysis of trend and included solution if needed
• Analyzed major incidents occurred and prepared report for problem management team; managed changes on adding/ removing entries in incident management tool
• Updated service catalogue whenever any change in process occurred
• Rendered services as the Member of Problem Management Team analyzing trend of incident and event occurred and provided required feedback and incident & events report CAB for Permanent fix
• Deployed changes to servers, routers, and switch configurations through CM process, and audit the change implied
• Coordinated with various vendors, mapping response times and efficiencies and resolved complex problems which require escalations to outside vendors and service partners
• Communicated status of critical events and change management requests to internal & external customers from inception through resolution via notifications
• Worked as an escalation path & point of contact for technology issues and worked as bridges on high profile issues
Highlights:
• Successfully completed NOC transition from Nottingham UK to COE Hyderabad, build offshore team, hired Analyst trained and mentored for the NOC Hosting Operations
• Documented process and procedure with regards to OLA’s and defined SLA’s as operations handed over in phases, created a Wiki for the knowledge base, for quick reference and redundancy
• Managed key clients such as Pfizer and Perceptive Informatica hosted environment within Parexel and ensured optimizing availability and performance resources by implementing effective and proactive monitoring measures
• Received Key Player Award in recognition of 2014 3rd quarter for actively participating in Data Center Migration from Nottingham to Berlin
• Improved training effectiveness through measures such as individual gap analysis & team gap analysis and created personalized training plans
Previous Experience
Apr’09-Sep’13 with JDA Software India Pvt. Ltd., Hyderabad as IT Lead- Global Operations
Highlights:
• Spearheaded transitions, service desk functions, migrating windows systems including local/remote upgrades
• Trained team members and assisted them in set-up of the scope and support for Global Operation Centre
• Led projects like GOC Set-up at COE-Hyderabad, Global Service Desk Integration (i2 Merger) and ITIL Process Management using JDA Software
Feb’07-Mar’09 with Keane India Ltd., Hyderabad as Shift Lead- Service
Highlights:
• Awarded with Certificate of Appreciation from President, Keane India for:
o Excellent contribution as an Analyst in 2008
o Exemplary contribution as a Team Member in IT Helpline in 2008
• Implemented new software & upgraded existing software on various Novell Netware servers & individual workstations
• Automated installation of software to 12000 end-user PC’s via DOS batch files, and remote desktop
Aug’05-Feb’07 with Tech Mahindra BPO, (formerly Satyam Nipuna), Hyderabad as Senior Technical Support Associate - L2 Home Network DSL Support
Certifications
• HiTrust Audit Readiness
• Prince2 Certified
• Pursuing PMP
• CMMI SVC Certified
• Six Sigma & Lean Certified
• ITIL V3 Intermediate – Service Strategy
• ITIL V3 Intermediate – Service Design
• ITIL V3 Intermediate – Service Transition
• ITIL V3 Intermediate – Service Operations
• ITIL V3 Intermediate – Continual Service Improvement
• ITIL V3 Foundation
VISA Details:
US B1/B2 Visa Holder – Valid until 8th Aug 2028
Personal Details
Date of Birth: 24th February 1983
Languages Known: English, Hindi and Telugu
Address: 1005 E Block PBEL City, Near APPA Junction, Hyderabad, 500091