Program Lead
Wipro Ltd
Total years of experience :18 years, 5 Months
Follow all the Client specific and internal processes for compliance
Project Initiation, Project estimation, scope freezing, risks identification and Customer sign offs
Prepare detailed Project plan, schedule and tracking, allocate and manage resources, execution, monitoring and control till the project closure.
Project risk management including Risk mitigation plans
Manage any issues arise out of the Deliveries; track the issue till the closure.
Regular interaction with Global clients/ Stakeholders/ Project Team on Daily/Weekly/Fortnightly basis
Responsible for all the deliverables as part of the Project including Project Plan, Status reports, Project closure reports, Sign-offs, Issue and Risk trackers, Process Documents.
Track the Project as per the Project and Client specific tools and techniques including MS Project
Maintain continuous alignment of project scope with strategic business objectives of the company to enhance effectiveness toward the business result.
Managing a team of 15-20, responsibilities including people management, retention, and career planning for the team, accountable for the performance for the reporting resources.
Preparation and presentation of weekly/Fort nightly/ monthly project status reports. Phase wise and Milestone wise project progress reports.
Managing the project cost by tracking Total estimated cost, utilized cost and balance cost.
Projects planning, tracking, execution, reporting project progress project schedule, resource plan and project budget with respective stakeholders
Responsible for ensuring scope change is identified, documented and communicated to the project stakeholders.
Manage all aspects of Project Lifecycle and approval Process of the Project to assure achievement of Project objectives.
Managing project within the constraints of time, cost & scope project profit Analysis.
Ensure customer satisfaction by regular meetings on the status of the project until closure and sign off.
Implementation and sustenance of service delivery processes as per ITIL framework for Incident, Problem and Change Management
Conduct audit on ticket logged and provide observations and best practices for project members to improve their support
Drive/Manage service quality, performance, and improvement of service delivery processes
Team Review - Conducting a structural formal review of team members on regular basis.
Conducting Service Management process and OTRS training for team members.
Restoring the impaired IT services with the minimum possible time with having operation control over all the functional teams like Server, Network, DB, Application, and Voice etc.
Responsible for driving the entire IT operations with respect to the SLA signed with customer by giving top priority to the “customer Satisfaction”
Managing Business critical and multi user incidents on daily basis using ticketing tool
Initiating Bridge call to all the stake holders and resolver groups for any business critical/urgent calls of multi user incidents and driving till resolution / workaround provided.
Getting the RCA within the stipulated time where ever applicable
Maintaining an updated list of escalation contacts in Infra and Apps to have an updated database of the current Specialists and Managers and the escalation matrix to help in service support
Working closely with the team and ensuring the tickets are getting updated frequently and following it up till the closure
Tracking the repeat incidents and forwarding to the problem management team to get a permanent fix
Team Review - Conducting a structural formal review of team members on regular basis.
Incident and Event Management Dashboards and Analysis, Process adherence audits.
Managing IT infrastructure and operations of the property.
Keeping the management of the unit abreast of the Information & Technology initiatives and projects undertaken by the corporate systems and technology department.
Restoring the impaired IT services with the minimum possible time with having operation control over all the functional teams like Server, Network, DB, Application, and Voice etc
Implementation of Information Systems & technology Guidelines & ensure adherence. Maintaining detail logs of issues, downtimes, escalations.
Designing and Budgeting for IT needs.
Vendor management towards sub-contracts and partner resources
Maintaining complete hardware and software inventory installed at the property.
Preparing and Publishing the monthly dashboard
Administration of 4 servers 40 systems,
Monitoring Windows 2003 Server, Hamsa mail server and 24 online Internet server.
Regularly Monitoring Carcass server and call capturing system.
Internet package management.
Maintenance of LAN.
Updating of antivirus.
Troubleshooting and maintaining PC’s.
Installation, user configuration and maintenance of Fortune Software.
Data Backup.