IT Project Manager
Wipro Limited
Total years of experience :15 years, 6 Months
Planning and monitoring the day-to-day running of business to ensure smooth progress.
Supervising staff from different departments and provide constructive feedback.
Oversee customer support processes and organize them to enhance customer satisfaction.
Plan, monitor, and analyse key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
Communicate with superior to make decisions for operational activities.
Maintaining dialogue with CEO for any update and challenges in operations.
Manages team workloads in order to meet goals and deadlines.
Prepares technical documentation for the dhee.ai platform.
Handling social media accounts for the updates related to product release, blogs, news, events.
Writing blogs on daily or weekly basis to boost the rank and existence on google organically.
Keeping employees motivated and organizing appropriate training.
Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees.
Taking care of Pre-sales operations, Project operations, Customer support operations, HR operations, Finance operations BD Operations.
Assist Team to RFI/RFP responses and Prepare Solution Architecture for them.
Responsible to preparing for meetings and tailoring communication for Aria products (IVRS, Call Centre Suit, CRM, Android Calling and recording app).
Coordinating with the team for Presentations, Proposals, Technical & Functional Documents, work Flows
Responsible for Pre-Sales Support like Provide demonstrations to End users/Channel partners, understand their requirements & assist to sales team Increase revenue.
Interact with the client’s team, sales teams, and client partners to understand requirements, identify the current pain points, transformation areas, and design solutions to address the same.
Review SOW and drive the SOW discussions with customers along with sales & delivery teams
Managing service operations for rendering and achieving quality services, providing customer support by assigning the complaint to a team of engineers and ensuring minimum TAT.
Closing all resolved incidents, requests, and other calls.
Conducting customer/user satisfaction call-backs/surveys as agreed
Negotiating and agreeing levels of service to be delivered with the customer (either internal or external) formally documenting these levels of service in SLAs.
Managing customer complaints including their management, escalation (where necessary) and resolution
Work Closely with Sales Representatives, Technical Team and development team.
Acting as a primary point of contact between Clients & the employer through proper communications.
Follow up with customers for pending Dues. Invoice generation for Monthly quarterly AMC and new projects.
Lead global, cross functional teams across multiple technology domains.
Taking care of Pre- Sales Operations HR operations, Finance operations, sales operations, Marketing Operations, R&D operations, Customer support operations.
Lead and manage 50+ strong professionals comprising of .net, database (SQL & Oracle)
Strong execution plus Presales Experience including the team of Business developers for RFP Submission.
Manage the Validation, Qualification, Solution Design and documentation for RFI/RFP/RFQ
Responses/Capability Assessments/Client Visits.
Ability to understand customer pain points and conversant in technologies and development models to propose the right solutions
Impressive track record of achieving excellence in Project Delivery and driving business across complex
Define the operational metrics, set up processes and systems to scale up business with the unwavering focus on operational efficiency and profitability. Measure performance, provide feedback and hold Managers accountable for their performance and the performance of their departments. Able to address operational and personnel issues affecting the functional area.
Taking care of finance Operations including payment follow-ups with clients, Invoice generation and sharing with the client for new and on-going projects. Email & Call follow-ups on pending dues from client end.
Client Name: - Education Industry, (school and colleges)
Technology: - .net, oracle, android, Mongo DB
Domain: - ERP/CRM,
•Perform regular quality checks and supervise the process.
•Manage and Motivate Developers, Pre-Sales Team, Customer support Team Leaders & Assistant manager.
•Responsible for the basic team Management for the processes- formalizing break schedules, planning effective leave management, seat utilization, preparing staffing rosters etc.
•Daily/Weekly interaction with operation Director (conference calls/e-mails) discussing the detailed work progress, escalating any issues or concerns and getting first hand resolutions to the internal queries.
•Ensure adherence to SLAs (Service Level Agreements)
•Ensure meetings with AVP’s to keep him/her informed of any developments relating to the performance of the team and updates received
•Work closely with the individuals/teams to achieve Quantitative and Qualitative targets specified by the Client
•Ensure everyone in the team is informed on product updates for the process.
•Attend conference calls with client to discuss aspects of current performance and process improvements.
•Helped in delivering few projects in redesigning new operational target
Fault Management)
Technology: - BSS Fault Management, DX200 platform, 2G Networks, OSS/BSS
Domain: - Telecom Domain
•Project lead of fault management Operations for Project Bharti Airtel (MP circle).
•Handling a team of 20 - 25 people with 2 direct reporting.
•Maintaining coordination between departments (configuration management, alarm monitoring, OSS team, and tool team, HR, Admin etc.) to ensure that tasks are completed on time.
•Assisted and advised clients regarding usage and benefits of organization’s products and/or services
•Communicated with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services.
•Supports end-end support, coordination and control of assigned Trouble Tickets.
•Providing help and advice to customers using your organisation's products or services.
•Communicating courteously with customers by telephone, email, letter and face to face.
•Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
•Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
•Trouble ticket and work order (Task) generation using PT4 software.
•Analyzing daily reports for any breaches
Troubleshooting Of window/MAC devices.
Upselling of software products.
Handling customer complaints or any major incidents.
Ensure efficiency in the processes and day to day operations.
Ensure escalation channels are well set up.
Ensure timely reports and metrics are sent in a timely manner.
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