Operations Officer
Nishkaiv Solutions LLP
Total years of experience :19 years, 4 Months
Nishkaiv Solutions LLP is a start-up with focus on Middleware Technologies with an “API-first” mindset. I was responsible for managing the operations in the organization right from hiring, pre-sales, sales & collections, delivery & execution.
Major tools /Frameworks / Methodologies used in the project:
MS Visio, Project Management, MEAN Stack, Jenkins, Gitea, WSO2, REDIS DB, Cassandra DB, IBM ACE, IBM API Connect, Kubernetes, Docker / Podman, Red Hat Openshift.
• Implemented cost saving solutions for Banks, NBFCs & Logistic companies using opensource technologies.
• Implemented solutions on micro-services architecture.
• Interacted with stakeholders to understand pain areas and assist the technical team to develop solutions for mitigating the pain areas.
• Co-ordinate with the development team (MEAN Stack, Middleware & CI CD Teams) & Testing Team and ensure that the deliverables are as per requirements meeting the required quality
• Interact with C-Level stakeholders (both internal & external) to manage deliverables and track product development.
• Segment and present data to highlight pain areas, suggest improvements and target improvement areas.
• Co-ordinate with different vendors and ensure that the project milestones are met.
Cateina Technologies is a start-up with focus on Blockchain and Middleware Technologies. I was responsible for managing the overall Business Analysis and Testing unit for all the projects in the organization.
Major tools /Frameworks / Methodologies used in the project:
MS Visio, Project Management, MEAN Stack, Jenkins, Gitea, IBM ACE, IBM API Connect, Red Hat Openshift.
• Using various Business Analysis Techniques gather and elicit requirements. Maintain them and ensure that they are signed off and cascaded to the appropriate Stakeholders.
• Co-ordinate with the development team (MEAN Stack, Middleware & CI CD Teams) & Testing Team and ensure that the deliverables are as per requirements meeting the required quality
• Interact with C-Level stakeholders (both internal & external) to manage deliverables and track product development.
• Segment and present data to highlight pain areas, suggest improvements and target improvement areas.
• Co-ordinate with different vendors and ensure that the project milestones are met.
Reporting to the Country Manager (DXC Technology), I am involved in various facets of the Healthcare and Public Sector vertical within DXC Technology (erstwhile Hewlett Packard Enterprise). Responsible for raising Purchase Orders, Pricing Negotiations, Invoice Scrutiny and Submission. Working closely with the Country Manager for Pre-Sales activities like Prospecting and Vendor Evaluation. Co-ordinating with the Technical and Sales Team for evaluating EOI’s and RFP’s submission are also part of my responsibilities in this role.
Project 1: Hospital Management System - Development and Implementation
About the Project: The client is Government of Kerala having the highest health indicators across all the states in India. The client is implementing an ambitious program to digitize the health delivery, right from Public Health, Primary Health Centers to the Medical College Hospitals, by developing a Hospital Management Information System (HMIS) that would cover the entire state. The scope of the project is to develop and maintain the HMIS and to ensure availability of the application and website at all times. High availability of the system, proper version releases through planned deployments, defect reporting and tracking & change management are the major activities that comes under the ambit of this project SOW.
Major tools /Frameworks / Methodologies used in the project:
Agile, SCRUM, ITIL v3, SDLC, MS Visio, Project Management
• Using various Business Analysis Techniques gather and elicit requirements. Maintain them and ensure that they are signed off and cascaded to the appropriate Stakeholders.
• Analyze the data and prepare dashboards based on this and present it to the stakeholders.
• Segment and present data to highlight pain areas, proven improvement and target improvement areas.
• Co-ordinate with different vendors and ensure that the project milestones are met.
• Drive meetings at State-Level, provide the project status and call out any dependencies on the state government.
• Facilitate trainings to the Users of the Application.
Project 1: Manage Infrastructure - Digital Channel - for one of biggest US Quick Service Restaurants (APMEA Region)
About the Project: The client is a prime mover in the Quick Service Restaurant space, expanding from brick & mortar restaurants to Digital Channels. The scope of the project is to support and maintain high availability of the IT infrastructure for APMEA region which is a high revenue market for Client. High availability of the system, proper version releases through planned deployments, defect reporting and tracking, incident management, problem management and change management are the major activities that comes under the ambit of this project SOW.
•Defining and executing recruitment of resources as per process requirements, conducting/organizing trainings, monitoring team performance & attrition to maintain a competent and motivated team.
•Developing the growth plan and providing feedback for the team members as part for the Internal Development Program and yearly Appraisal cycle.
•Co-ordinate with multiple vendors, understand the deployment release and ensure that the project milestones are met.
•Prepare & present dashboard to stakeholders (internal & external) to communicate progress of the project and highlight risks, if any.
•Change Request analysis and Release Management, to ensure that all the versions of application is tested and signed-off before moving to Production.
•Tracking defect and change requests using JIRA, assigning the defect to relevant team and following up on the progress.
•Analyze defects/issues reported by users and categorize the issues to identify the root cause (RCA). Assign RCA to appropriate teams based on the analysis of the defects. CRM tool used is Salesforce.com
•Monitoring and analyzing process health to ensure all process SLA’s and CTQ’s are being achieved.
•Set-up & drive weekly client meetings to review performance reports, latest requirements and cascade updates to the team.
•Designing and developing standard operating procedure (SOP). Review and regularly update process knowledge base (KB) to ensure that up to date process knowledge is available readily to the team.
•Analyze training needs of the team, effectively implement process improvements, eradicate pain areas to continuously improve efficiency and services.
•Identify problem areas and propose process improvements using Lean and Six Sigma Methodologies.
•Maintaining and updating the weekly/monthly dashboard.
•Conduct Baseline study of the project, maintain Balance Scorecard and update findings and recommendations to stakeholders.
•Facilitate and conduct fortnightly process review meetings
Project 2: Technical Helpdesk - Project Manager Global Technical Support Operations for a Healthcare Informatics company. Manage a team of 21 team members comprising of resources skilled in Windows, Linux & DBA experts.
Major tools /Frameworks / Methodologies used in the project:
ITIL v3, Six Sigma, Lean, MS Office, DICOM works, WireShark network sniffer, DICOM 3.0, HL-7, Hospital Information System (HIS), Radiology Information System (RIS), Picture Archival and Communication System (PACS)
•Transition Management - part of the pilot team that was involved right from Process Assessment (AS-IS) to Program Implementation, stabilization and improvement (TO-BE)
•Define and execute recruitment of resources, conduct trainings, monitor team performance & attrition to build a competent and motivated team
•Monitor and analyze process health to ensure all process SLA’s and CTQ’s are met and exceeded.
•Carry out Baseline Studies to identify improvement areas.
•Design and develop standard operating procedures and ensure that it is implemented and improvements tracked.
•Using Value Stream Mapping (VSM) reduced resolution time to resolve a particular issue by eliminating unwanted/redundant steps. This resulted in saving of USD 1344/month.
• Providing technical support via Phone and email to queries related to products like Powerpoint and Publisher.
• Achieving high CSAT and maintaining the AHT.
• Impart training to the new hires in the project.
• Impart soft skills training.
• Carry out periodic case reviews and feedback sessions with the team.
• Analyze the monthly issues being reported, prepare the top 10 most reported issues and ensure that it is cascaded to the team.
• Provide any client updates by calling for team huddles and triages.
• Prepare SOX (Solution Objects) for issues not documented previously
• Ensure knowledge transfer and availability of information for the team.
• Co-ordinate with the Partner Tech Leads (PTL) at Microsoft for unresolved cases that require further research.
• Update training material and schedule according to the latest upgrades and changes to the application