Senior Transition Manager | Project Manager| Global PMO Member
Concentrix Technologies Pvt Ltd
Total years of experience :21 years, 11 Months
Responsible for the project management throughout the entire project Lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover
Direct and Manages multiple project development from beginning to end \[Initiation, Planning, Execution, Monitoring and Controlling and Closure\] with a full-scale project plan using MS Project and PMI methodology for IT Infrastructure, Hardware, Network, Telecom projects and developing ITIL best Practices for the Operations and Service Delivery
Setting budgets and agreeing project time scales and deadlines with clients
Holding weekly internal and external meetings in progress
Single point of contact for all communications between the customer and Company
Managing staff to ensure that all milestones are achieved within the agreed timeframes
Ensuring effective quality control processes are in place to monitor deliverables produced
Maintaining client relationships
Responsible for identifying, analyzing, measuring and managing project risks
Ensuring that projects conform to PMI methodology and required standards
Conducting regular impact analysis in order to assess the consequences of the project deliverables on other sections of the business
Keeping accurate administrative records of expenditure, accounting, costing and billing
Assisting the technical team in their design and development tasks
Producing project definitions include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources
Identifying Project and Business risks and devising Mitigation and Contingency Plans
Project Management ramp-up of existing clients and any/all internal projects with impact on client process
Contribution to Sales by designing solutions during the RFI/RFP stage; and presenting the Transition/ Project methodology to clients and prospects
Part of the Global PMO member and have a weekly strategic discussion on improving projects globally
Outcomes:
Led and managed end-to-end above 75 project transitions from US, UK, Japan, China and Domestic clients
Processes in Managed Services, RIMS, Technology, Telecom, Retail, Banking Financial Services and Insurance, Consumer Electronics and Durables, Interactive Entertainment
Total Billable FTEs transitioned 2000
Processes transitioned includes - Multilingual Customer Service (German, French, Portugal, Spanish, Italian, Mandarin, Cantonese, Senegal & English), IT Technical, Compliant Management, Application Development, NOC Support, Tech Support, L1 L2 L3 Support
Geographies: Have transitioned projects from US to Bangalore \[India\] and vise versa; US to UK \[Glasgow\]; US to Chennai \[India\]; India to UK \[Glasgow\]; India to Kuala Lumpur; Japan to UK \[Glasgow\], China and Dubai
Additionally strategic internal projects accomplished:
o Complete migration of a 2 Live Processes of 200 servers and 1000 servers to an alternate site in 4 weeks and 6 weeks respectively without any service or performance disruption
o Concentrix PCI Compliant Call Center initiative
o Facilities consolidation for Concentrix involving 5 Live Client Processes movement within the existing facilities to optimize space utilization
o New setup of the facility at another site
Managing a Team of NOC Engineers and a SPOC for Service Delivery, Service Support and ITIL infrastructure management/support on diverse technology areas (including Remote monitoring and management RIMS), to plan and to define the project’s objectives and oversee quality control throughout its life cycle
Overall responsibility of the Incident Management Process within the department. Ensure that relevant targets are set, and are met
An implementer with demonstrated success in end-to-end project management and ensuring effective management of various resources to meet project specifications
Monitoring, tracking and reporting of SLO’s and conducting service reviews with the customers
Ensure timely, appropriate, clear and targeted communication is managed with the customers
Setting up objectives, conducting performance appraisals, coaching & mentoring of team members
Communicates with internal/external clients to determine specific requirements and expectations, manage client as an indicator of quality and perform timely escalations
Ensures that customer deadlines and Service Levels are met within targets
Identifies issues and risks in a timely manner and develops/implements appropriate mitigation and contingency plans
Acting as a Pre Sales Technical Manager while conducting demonstrations for customers and helping them understand the advantages of the home grown product and providing the technical supporting documentation for a smooth POC (Proof of Concept) to Solution Managers
Handling the Network operations Control (NOC) analysts (including L1, L2& L3 Windows / Network / Linux Engineers) skilled in handling Incident Management, Change Implementation planning and Management and Configuration management and implementation
Technical Competencies at the IBM GDC also includes:
o 1) Configuring and Working on IBM blade center H-Series
o 2) Configuring and Working on IBM TS 3200 Tape storage devices
o 3) Configuring and working on IBM DS 3400 - IBM SAN Storage
o 4) Configuring and working on Brocades and successfully implementing: LUN's, Zoning and Groups
Ensured knowledge was transferred to the offshore team in a timely manner with a sign off from Delivery
Network Appliance Inc. (NetApp) May 2006 - Dec 2008
Network Appliance Inc. is a leader in the global Storage market (http://www.netapp.com) . Headquartered in Sunnyvale, CA and boosts the reputation of being the 6th best company to work with on Fortune 500 list for the year 2007.
Shift Lead
➢ Handling a team of Service Desk analysts as their first level lead and helping them meet the business chartered SLA and OLA with cross functional business groups and NetApp Global Services NGS
➢ Responsible for handling logistics requests and procurement requests for NetApp users (Users located at India HQ Bangalore and regional sales offices at Delhi and Mumbai) for NetApp IT Standard/Non-Standard software and hardware.
➢ Working towards achieving Globality star status/symbol for APAC helpdesk support group by handling level 2 and escalated user calls under a 24/7 helpdesk support and ensure the symbol of helpdesk remains spotless. These calls include various software issues and hardware problems.
➢ Attending business critical (P1) calls and playing the role of Incident Manager and ensure the downtime of critical applications is minimized and ensure it is effectively monitored and thereby moved to Post RCA stage.
➢ Acting Member of CAB (Change advisory board) and assisting P1 Incident coordinators with Post Mortem analysis (RCA) on business critical calls (a.k.a., Problem Management), responsible for recommendation and implementations of various IT changes necessary for growth of cross functional business/es and responsible for implementation of ITIL processes for IT support groups.
IBM Global Services India Pvt. Ltd., Bangalore Mar 2005 - May 2006
Senior Technical Support Engineer
Working as Sr. Technical Support Engineer for Astra Zeneca's Helpdesk. Astra Zeneca is the Pharmaceutical Company with Head quarters in UK and operating through Out the World. This was an organization with NOC setup and my job contributed to: • Maintaining Fax servers through Citrix console and monitor the incoming and outgoing traffic and ensure success rate as mentioned in SLA
• Keep tabs on traffic maintained and ensure to thereby send hourly, daily, and weekly reports to the respective clients and ensure to hold daily conference calls with the escalation team in United States of America and Canada.
• Maintained the NOC fort single hand in a 24*7 setup and proven ability to handle two shifts on a single day due to absenteeism by fellow colleague. Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues.
Wipro InfoTech, Bangalore Apr 2003 - Mar 2005
Technical Support Engineer
Wipro InfoTech is a part of Wipro Limited. InfoTech group takes care of the customers to whom it has supplied its own Wipro Systems, Sun Systems and IBM Systems.
* Providing Hardware and Software technical support for Alll Products ranging from Desktops, Laptops, PDA, and LAN/WAN Products via calls, from major accounts (Gold) customers in India.
* Having knowledge about troubleshooting various technical and network issues with internal and external customers ranging from; network connectivity to System downtime.
* Help the team members by achieving the day to day service levels, Customer satisfaction rates and enhance the business proposals.
* Knock on the abilities/strengths of the individuals within the team to get the best output as the results.
* Recruited as a Technical support Representative the different bore by me in this organization included, Sr. Technical Support rep, Escalations Engineer, Dispatcher, Mentor (trainer) and Technical support specialist (Equivavalent to supervisor)
Vision Computers Pvt. Ltd., Mangalore May 2002 - Apr 2003
System Administrator
Working as System administrator. My job skill Included:-
• Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Hewlett Packard and IBM laptops, Printers and Desktops.
• Set up new inventory system for hardware and software to help track accountability, repairs and value of equipment
• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions
• Performed telephone and on-site troubleshooting for clients as field technician under the supervision of a MCP certified.