Project Leader
British Telecom
مجموع سنوات الخبرة :16 years, 2 أشهر
Project Leader - IT Infra operations and Service Delivery
I am accountable for operations and service delivery management for RBS headquartered in UK.
Operations management: I need to have through understanding of the contract (MSA), underlined schedules, SLA’s and service credits, facilitating CCN’s. Overall ITIL phases i.e.: Incident, problem, Major incident process, change, release and RCA. Driving continuous improvement, understanding and planning team readiness for transition of new processes / services under the BAU umbrella for this account.
Project delivery management: This constitutes to EN business (Existing customer, New Business) and all projects delivery needs to be ensured as per agreed scope, time and cost. I am also responsible for ensuring smooth transition of project CI’s into BAU and check that run cost / recurring cost for those CI’s gets billed.
Financial Management: Track and control annual operating budget and capital expenditure.
Governance: I am the final level of escalation for is account from management perspective and needs to be sorted at my end. Escalations can be for vendors, third party resources, internal resources that can be raised by customer due to quality issues, schedule not met, payments getting delayed, and delivery timelines missed etc.
Summary of Key projects that I have successfully delivered:
• Project Name : Branch Transformation and Relocation, Category : (Solution design and check, Pricing, implementation and handover to BAU), Effort cost : £117, 576.40. Duration : 12months
o Description: Project was to Relocate 6 RBS branches thus becoming operational as Natwest in the new location. My responsibility was to ensure timely relocation of the bank in the new site making it’s communication to the external world fully operational. I had to provision 1xFibre circuit, 2xEFM circuits, 2xFax Relocations, DP relocation within the bank premises for each sites, Uplift of BT chamber, Setup of Access Points, provisioning of BT Wi-Fi in the new branch site. This was followed by testing of all the new services and after UAT and RTT, I had successfully handed over to BAU.
• Project Name : Reinstallation of MPLS and ATM installation, Category (Solution design and check, Pricing, implementation and handover to BAU), Effort cost : £35, 576.40, Duration : 05 months
o Description: Please provide a quote and delivery for the Reinstallation of 2 x 100meg MPLS circuits and 3 x FAX and Alarm line into 1st Floor Comms Room at RBS Office, Union Street, Chester CH1 1UA. :
• Project Name : MPLS delivery, Relocation of Network services to a new location, Category (Solution design and check, Pricing, implementation and handover to BAU) Effort cost : £149, 914 Duration : 07 months
o Description: Please provide a quote and delivery for the 4 x 10Mb EFM at 10MB bandwidth with OOH Engineer support to assist with router peering 4 x PSTN Lines for Fax & 1 x PSTN Lines for Alarm Relocation of FAX number 0121 643 4763:
• Project Name : Site Survey and end to end 2x 100MB MPLS delivery secure Plus, Category (Solution design and check, Pricing, implementation and handover to BAU) Effort cost : £80, 986 Duration : 07 months.
o Description: BT to complete a site survey at Natwest 21 Gentlemans walk, Norwich, Norfolk, NR2 1NA to survey the site to identify the current cabling route for circuits and services. Survey also to identify redundant BT services and cost for removal. Survey to look at the removal of existing circuits if found to be going high level and plan for new entry and re-routing sub ground floor into the building to the identified comms location. It is believe that existing service route via the 1st floor. Survey to confirm this.
Subject Matter Expert (2010 - 2015) \[Contract: Manchester City Council, Northern Grid of Learning and
Everything & Everywhere\]
Managing the end to end delivery of custom IT solutions to Small and Medium businesses in UK with Project Manager.
Coordinating with various teams and verticals within British Telecom as well as external suppliers and contractors and ensure that the project stays on course, meets all the SLAs and delivers before time.
I have listed below a broad overview of the routine activities and reviews we conduct as PSO, beginning once we accept a project till we commence billing and close it down.
Upon accepting a job, we thoroughly review the order form and ensure that the inventory and circuits requested are compatible with each other, currently in stock and that provision lead times conform to the requested site go live date. We revert to the customer or the sales team where we find an issue.
Within days of accepting the job we prepare a document named as PROP broadly defining the project and carrying all relevant details. Share the web-link with stakeholders and assign profile specific access to them. We keep it updating regularly.
Begin with circuit and kit ordering. We chase it to get an order reference number in case we get no response within the agreed TAT. We may be dealing 30 projects at a time with an average 3 site each. We must timely highlight any order that may slip by the issuing team and so we maintain job trackers.
Sr.Process Associate (I-Gate Global Solutions Ltd.)
Client: Royal Bank of Canada
Period of Working: April 2009 to April 2010
Worked in Igate Global Solution now (Igate Patni) for as a Sr. Customer Support Associate.
Sr.Process Associate Position
➢ Handling the IDQ Team conference call with concerned market place vendors.
➢ Translating the product description from English to French and vice versa.
➢ Cancellation of the insurance policies for the Customers of Royal Bank of Canada.
➢ Money transfer and premium to the customer end by wire transfer.
➢ Sending them letter of confirmation of the cancellation of their policies.
➢ If some requirements are not fulfilled in the request of cancellation, we have to send incomplete letter to the customers.
➢ Crosschecking the translated descriptions and finally sending it to the client.
➢ Generate reports to the management projecting the performance of the team.
➢ Driving the team to meet the metrics pre-defined by the management.
➢ Setting up of goals for the team to meet the client requirement.
➢ Escalating issues, if any, i.e. technical or any other to the concerned person.
➢ Training for the new-joiners in the organisation and mentorship activities.
➢ Expertise in order issuing with high speed along with incredible quality.
➢ Mentored & Handled Escalations for the entire campaign.
➢ Monitored the agent's issuing & providing feedback individually. Effectively provided quality related feedbacks to the team members.
French Language Specialist Position
➢ This job involves a back end product analysis in Retail Systems.
➢ This position reports to the team supervisor
➢ Conducting French Language Test and Interviews for the candidates willing to join the company
Customer Service Associate (HSBC Electronic Data Processing India Pvt Ltd.)
Client: HSBC France
Period of Working: April 2008 to April 2009
➢ Worked in the Domestic Payment Team for HSBC France.
➢ Worked as a MIS reporter.
➢ Cross trained with the International Payment team
➢ Taken actively participation in different team building program.
➢ Taken a special French enhancement training of 30 days organized by HSBC with the collaboration of Alliance Francaise Hyderabad.
➢ Doing Email Translation work from French to English & Vice Versa.
Advance Diploma in French Language Faculty of Arts, Delhi University Delhi.
RamjasCollege, Delhi University Delhi. Certificate in French.
B A Eng (Hons)
Prince2 Certified from APMG, 2013 in Project Management Prince2 Foundation MY007091 Prince2 Practitioner MY007118
Diploma in French Langauge