Project Manager
VCE (Joint Venture of Cisco, EMC, VMWare & Intel)
مجموع سنوات الخبرة :19 years, 7 أشهر
Provide focused delivery of all aspects of project management, project scope definition, risk management, adaptable project scheduling, resource management, and consistent project documentation and reporting.
Support the Delivery Manager and deployment team members in all aspects of Project Management with the goal of deploying VCE VBlocks and fully building and deploying steady state operations capabilities at a client site.
Lead the development, documentation, and deployment of build, operations, and transfer processes for each client and ensures metrics based process reporting.
Provide regular reporting to Key Stakeholders, Customers as required.
Audit, monitor and lead correction process to ensure project and resource data is maintained consistently in accordance with standards and methodologies.
Be a part of the overall Program Management team and contribute to the collective leadership of the work of the team.
Present and facilitate project portfolio status and ensure a solid command and control exist on each and every engagement.
Escalate issues in an appropriate, timely, and tactful manner.
Actively participate in resolution of issues and conflicts, internally as well as with clients and other vendors.
Ensure that the portfolio of projects is exceptionally well documented and meets all defined goals.
Co-ordinate with Vendors and Partners to provide seamless service to the customer and drive the project execution towards closure.
Engage in scoping and requirements gathering for new and existing projects as necessary.
Support and assist Program Delivery Manager with reporting, contractual obligation management, service level management, and ITIL based service management
Conduct post close analysis to identify any shortcomings of the delivered project and to improve the processes accordingly.
Transition Manager:
Involved in Transitions and Knowledge Transfer of new/existing work.
Track Changes to the process using Change Management Methodology
SOP Document Validation and Sign Offs.
Knowledge Management Framework Implementation.
Understanding existing processes and suggesting improvements.
Trainings based on Knowledge Transfer/Transitions.
Involved in end to end Project Management of managing existing talents.
Business Planning Analyst:
Responsible for end to end project coordination. Workings with regional leads on project assessment, data capture and process education.
Educate work requestor on data integrity, date updation, data linkages to other process related dependencies etc.
Responsible for Audit compliance. Project activities will include facilitating work movement approvals though the various check points like Export Compliance, Capacity, and Funding etc. Work with requestor to ensure timelines are met for work movement.
Provide summary and overview training to regional stakeholders (as required) from time to time to ensure understanding of work capture tool functionality, change request process etc
Provide regular and ad hoc reporting (as required) on project status, project changes, obsolete data, forecast data and other process related information.
Participation in regional demand management programs.
Subject Matter Expert:
Travelled to US to be a part of project kickoff and discuss transition plan
Systematically analyze business data, and develop reports that ensure accurate and usable information for business decision-makers.
Insight of infrastructure technologies.
Liaise with the Customer as focal point for all high priority & major incidents reported.
Represent the team and HP while leading a Priority one and/or Critical incident/s.
Provide guidance on technical information and coordinate accordingly with the resolver groups involved.
Responsible for managing knowledge management tool (OVSC Tool )
Be an active participant in the Change Control Board / ECAB and Change Control Process and support and execute decisions taken.
Spoc to provide relevant inputs to the problem management process, RCA preparation.
Define Process related metrics to gauge performance
Develop an understanding of the clients’ organizational structure and infrastructure environment.
Steer group discussions and conference calls effectively to resolve incidents.
Gap Identification and Issue resolution.
Timely execution of sending out executive alerts/communication mailers.
Handle conflict situations and make quick decision while driving incidents.
Manage and drive third parties to the quick resolution of incidents.
Defining process and building process flow to educate engineers/agents that will undertake work for the client
Adhere to the defined Escalation matrix to gain accurate level of focus from technical teams and management.
Providing and validating Problem resolution.
Publish regular reports along with any Adhoc status reports as requested
Identifying Problem Investigation, assignment issues and acting as an initial escalation point for any day-to-day Problem Management issues.
Handling day-to-day Problem issues and escalating to the relevant Resolver Groups when required to ensure targets are met.
Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off.
Closing any associated Problem Investigations and ensuring adequate documentation of the resolution.
Implement a mechanism to record Known Errors within the account and the associated workarounds and agreeing closure of Problem Investigations.
Providing second level technical support to UK based customers - Technical Issue
Escalation management
Be involved in customer centric process development projects
Mentoring agents, new Product Specialists for the current aligned business.
Weekly Scheduling and checking the Agents deliverables.
Worked on AVAYA tool for monitoring queues & generate reports for the team and process.
Staffing Analysis on a weekly basis to understand the changing call patterns.
Setup calls and feedback sessions with Clients, Agents and Quality Analysts for regular feedback and training sessions.
Streamlining of the Standard Operating Procedures. Co-ordinate with the Client team, trainer & the QA to identify and fix the gaps to improve the Call and Documentation quality.
Find training requirements by scheduling and assigning trainees and instructors.
Align the quality metrics to customer guidelines. Ensure high performance standards and recommend promotions/recognition is pitched in for outstanding performances from the team.
Meetings with senior management team to review performance and working on action items / misses as per the expectations of the stakeholders.
Administer:
Activating all kind of Software’s for the customers of Microsoft over the phone.
Providing support for companies to install and run Terminal Server and configure their Terminal server licenses.
Generating new Volume License Keys for Software
Masters of Business Administration (MBA) with Specialization in Project Management
• Masters of Business Administration (MBA) from Sikkim Manipal University (2013) Specialization in Project Management
Bachelor of Business Administration
• Bachelors of Business Administration {BBA} from BU (2004)
• Pre-University (12th) from Pre University Board of Karnataka State (2001)
• SSLC (10th) from Bangalore (1999)