Senior Program Manager
HCL Infosystems MEA
Total years of experience :23 years, 10 Months
Since March 2012 with HCL Infosystems MEA, Dubai as PMO Head / Program Manager
Heading the Project Management division for MEA region with key focus on projects for large BFSI / Government / IT / Enterprise organizations. Reporting into the Regional Head (MEA region), my roles & responsibilities include
• Manages strategic projects exceeding USD 10mn budgets, preparing the related reports, formulating the analysis and presentations.
• Manages projects from original concept through final implementation. Interfaces with all areas affected by the project including end users, distributors, and vendors.
• Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions Assist and review all startup and planning documents.
• Ensures adherence to quality standards and reviews project deliverables. Provides overall leadership for customer engagements.
• Responsible for assigning individual responsibilities, identifying appropriate resources as needed, and developing a schedule to ensure timely completion of the project.
• Manages the scope, risks, issues, deliverables, and schedule of individual project tasks.
• Attend the Executive Committee meetings and provide project status updates.
• Monitoring team dynamics and team accountability related to delivery commitments.
• Managing (e.g., tracking, updating, reviewing) the dashboard and executive reports using metric data.
June 2011 - February 2012 with Flytxt Mobile Solutions (P) Ltd., Trivandrum as Head - Customer Operations
Key Deliverables: Global head for 24/7 Product Support and Customer Operations division of Flytxt. Responsible for setting up support framework, accountable for Systems Operations Centre to ensure deployed system's availability, accountable for performance SLA's, accountable for 24 X 7 support for all installations worldwide, Lead/Mentor/Train a team of Product Support / Operations Engineers, Working closely with Product Management teams for implementing product binary changes. Directly reporting to the Chief Technology Officer (CTO)
Product Suite
1. Flytxt Neon - Mobile Marketing Platform
Flytxt NEON is a fully integrated, closed loop mobile marketing platform designed for operators to: • Generate Incremental Revenue
• Increase marketing agility
• Minimise Total Cost of Ownership
2. Flytxt QREDA - Mobile Advertising Platform
QREDA is a consumer fingerprinting powered, mobile advertising platform designed to allow all brands and advertisers to connect with all mobile subscribers, by bringing mobile operators in the centre of mobile advertising eco-system.
Solution
• Operating Environment - Solaris/Unix
• Database - Oracle 10g, Hadoop DFS
• Frontend - Java
• Messaging - Hornet Q
May 2008 - May 2011 with IBS Software Services (P) Ltd., as Service Delivery / Project Manager (Product Support)
Key Deliverables: Spearheading support and maintenance operations of products coming under the Airline Operations suite involving customer relationships, account management, professional development, SLA management, quality, risk and issues resolution, incident / problem management with complete P&L responsibility.
ATTAINMENTS
• Successfully segregated the support & maintenance activities into 2 pools - "Level 1 On-Call Support" and "Level 2/3 Maintenance Support"
• Introduced the concept of: o Incentives for on-call Support members
o Incident Management, Problem Management processes
o "Engineer Growth Chart", to facilitate growth from "on-call" team to "maintenance" teams.
o Weekly Reports and Service Level Reviews to manage SLA & Customer Expectations
• Executed Projects like iFlight Crew, iFlight Operations, iFlight Lite Support and Maintenance.
• Handled clients such as: o Emirates, FlyDubai, Oman Air in Middle East; Virgin Atlantic, British Airways, Iberia in Europe and Jet Airways in APAC.
• Awarded performance rating of 5 (highest performance rating) during 1st annual appraisal in recognition of the process improvements & for bringing in process stability
• Received Customer Champ Award for ensuring high customer satisfaction reports.
• Received Certification of Appreciation from Client for successful release & deployment of a critical release.
Jul 2007- May 2008 with MphasiS, an EDS Company, Bangalore as Service Delivery / Project Manager (Application Support)
Key Deliverables: Heading a team of 40 members for providing Level 1 & Level 2 support for various applications developed in-house and Level 3 support for 3rd party software under the Transportation (Logistics) vertical.
ATTAINMENTS
• Facilitated service delivery and customer relationship management for a large multinational transportation (logistics) company, for their European offices based on the ITIL framework.
• Led a team of Subject Matter Experts (SMEs) who specialized on particular application, created documentation necessary for Level 1 and handled technical escalations (Problem Management)
• Worked closely with customer and introduced KPI's, for measuring Service Desk performance
• Introduced Weekly Reports & Daily Operational Calls with Customer to provide status updates
• Empowered Team Leads and gave ownership for their team performance thereby improving team stats.
• Executed projects such as: service Desk for EMEA, GENIUS (software) Level 2 Support, EIStc (Software) Level 2 Support, Level 3 Bug Fixing Support for all software.
• Client - FedEx, Europe.
• Holds merit of receiving: o Spot Award
o Delivery Excellence
Sep 2004- Jun 2007 with IBM India (P) Ltd., Bangalore as Operations Manager- IT Helpdesk
Joined as Assistant Manager Operations - IT Helpdesk, later promoted as Operations Manager- IT Helpdesk
Key Deliverables: Overseeing helpdesk operations entailing SLA management, operational reviews with IGA NA team, client relationship management, quality management, BCP, audits, etc.
ATTAINMENTS
• Brought in Rewards & Recognition Taskforce for ensuring regular R&R program roll-out and held quarterly team meetings - this helped in ensuring high productivity & team morale
• Ensured CSAT improvement through periodic analysis, taking corrective actions.
• Transitioned the off shift desk from Canada to India - remotely - to reduce transition costs
• Executed projects like: o IGA North America End User Services
• Client - IBM North America
• Recipient of the following awards: o Leadership Excellence
o GSDC Individual Award
o Leadership Excellence
o Thank You
o Team Champion
PAST ASSIGNMENTS
Nov 2003- Aug 2004 Microland (P) Ltd., Bangalore Team Leader
• Posted at Microsoft GTSC, Bangalore and handled Technical Service Coordinator's job for Global Partner Support team; worked in various shifts including EMEA, ANZ and US.
• Received various Very Satisfied Customer CSAT ratings.
• Received On-The-Spot Award for exemplary service.
Jul 2000- Oct 2003 Wipro Infotech, Bangalore Customer Service Engineer
Joined as Asset Trainee, later promoted as Customer Service Engineer
1999 B.Sc. (Computer Science) from University of Calicut