Program Manager
Capgemini - India
Total years of experience :24 years, 4 Months
# Delivery lead for the Managed Service Centre of DCX; Leading the industrialized delivery unit for providing best practices in managed services which thrives on continuous improvement, exploring opportunities for automation/innovation, delivery assurance, following shared resource model. Leading a team of 100 with Mobile (Android & iOS) and WebUI Skills providing application managed services for global clients.\
# Delivery Manager for major US based Hospitality client in providing application maintenance and development of Ecommerce Web applications based in Magento, Android/iOS Mobile apps. for guests, Asset Tracking application using Maximo; Total annual budget $7M per annum managing a team of 65 resources.
# Product Manager for Automated Mobile NFR Testing app based on Appium tool, evaluating the performance, scalability, networking, and other non-functional aspects of mobile applications
# Engagement Manager for a major global recruitment firm based out of UK, responsible for global delivery leveraging Drupal Content Management Technology. Led a 55-member team
spread across multiple delivery locations in India and UK, with an annual revenue of GBP 2M.
# Account Manager for a leading Travel Technology products company responsible for delivering Capacity based and Delivery based services. Efficient interaction with clients for following up on unresolved issues; effective in ensuring high-quality customer experience, enriching customer satisfaction while adhering to the defined processes & SLAs.
#Client was a Global Leader in hybrid cloud data services and data management company. Worked as the Product Manager for a SaaS product which is a built-on data-driven service leveraging AI/ML and community wisdom to provide customers with
predictive analytics, actionable insights, and proactive support. Guiding the team and organization on using Agile principles and practices and values to achieve early and continuous delivery of valuable deliverables.
# Worked in Cognizant Business Consulting group as Consulting Manager for Retail, Travel and Consumer Goods Vertical serving mainly for UK and US geographies.
# IAG, UK: Engagement Manager for the Customer Messaging in Disruption (CMiD) program for IAG aimed at implementing a product for notifying customers in the event of any flight disruption. Worked in close association with Revenue Mgmt. team of British Airways. Led Process Mapping, Gap Analysis of the disruption notification and
configuration of the application and acceptance testing of the application. Coordinated the vendor management on behalf of IAG and was involved in rolling out of application for other members of the IAG group.
# British Airways: Product Owner for the Airport Transformation mobile enablement project to enhance the existing Mobile App for improving the customer experience, reduced the check-in desk staff and usage of kiosks at Airports. Developed a range of customer focused capabilities on airline’s iPhone and Android mobile phone apps offering seamless experience in their journey through airport till boarding; Responsible for end-to-end product development, project delivery, stakeholder negotiation on estimates and product rollouts.
# Heathrow Airport Limited: Led the business consulting team engaged in portfolio rationalization and solution validation of critical airport operational systems for the Heathrow Airport. Collaborated with the Executive Leadership Team to embrace how technology can enhance operational processes; driving technology‐enabled innovation to deliver business value & competitive advantage. This project was aimed at phasing out some of the legacy airport operational messaging systems and bringing in new technology infrastructure to support ambitious growth plans of Heathrow and giving costs savings of app. GBP 3M per annum.
#Experience in Hospitality Sector: - As product owner for ARUP-UK, for the design and development of a Digital Workspace based on Share-point and Office 365 as key interface between business stakeholders and offshore technical teams following Agile- SCRUM methodology with multiple teams working across the globe. For Realogy Corporation-US, as the
consulting lead for digital experience improvement exercise for the member website used by the company real estate agents worldwide.
#Experience in Retail and Consumer Goods sector: - During my stint here I also got the opportunity to work for Retail/Consumer Good Majors like Nike-US, Matalan-UK, John Lewis Partners-UK and Glaxo SmithKline-UK for some of the strategic engagements. As a Consulting lead, I was leading various engagements viz. PEGA implementation, Merchandise transformation program, Data Integrity assessments, Quality and performance dashboard building and supply chain
transformations.
# Worked in Logica as Services Delivery Manager- Transportation and Logistics vertical, responsible for managing the provision of Outsourcing services to clients achieving agreed margin and service levels. As Lead Business Consultant for Postnord AB., the national postal services of Sweden & Denmark for business case preparations, change management and business process modelling for the new Postal Logistics area.
# British Airport Authority (BAA): Joined Logica as the Functional Lead for the Application Transition Program of key IT systems of British Airport Authority (BAA). My team supported the service desk and technical support team in resolving
service calls, change request analysis and enhancements for existing systems in liaison with the client business team.
# Loyalty Partner Solutions, Germany and Lufthansa Passenger: As Test Manager/ Business Analyst of Lufthansa Samba proj. leading the testing team in design and review of test cases, test planning and execution, analysis of change requests. The application replaced the IT platform for Miles & More Frequent Flyer Program with the new system to cater to the increasing number of program partners fulfilling the requirements for multi-program, multi-partner Loyalty systems
providing a seamless integration with other Lufthansa IT systems.
# Emirates Airlines Group: - Worked as Senior Business Analyst in the Baggage Services Improvement Program which aimed at improving the business processes and enhancing the existing baggage systems. The objective of the program was to reduce the number of mishandled bags by tracking the bags more effectively and by offering solutions for value added services offered by the Baggage Services team. This project was in line with IATA Baggage Improvement Programme (BIP) as part of Simplifying the Business (StB) Initiative. Involved in the conceptualization and development of WASLA- the Baggage Tracking System developed for Baggage and Ramp Services. As the Airport SME, conducted system feasibility studies, requirements gathering, specifications review of new systems developments/enhancements. I worked on a feasibility study for the new ground handling billing system for DNATA sales and service delivery team. The team wanted to efficiently handle billing activities to improve the accuracy of customer billing and to minimize the revenue leakage. Managing third party relations including vendor assessment, relationship building, contract management, vendor negotiation and commercial assessment
#Lufthansa Cargo (Nov’04- Mar’07): Worked as onsite business analyst for Lufthansa Cargo for creation and review of Change Requests, Estimations, Test Management, Release planning and Resource deployment for the Cargo Booking Engine; Analyzed cargo business processes and inclusion of new process changes in the cargo booking engine working closely with Lufthansa Cargo business process team.
# Worked as Project Leader in the Solution Architecture Group for Unisys. Contributing to the business & technology vision and directing by influencing strategies & monitoring execution of major technology initiatives in other domains like
Transportation, Retailing, Public Sector and Manufacturing, in terms functional specifications/use case reviews, domain and use case modeling.
# For Unisys, Department of Air Transportation (Mar’04- Nov’04): Part of Solution Architecture Group for Airline projects of Unisys. Drove the Solution Workshops, creation and review of use cases for Aircore Application, the new generation airline reservation and passenger services system of Unisys. Closely associated with SMEs from SITA and Unisys in defining use cases for Departure Control module of Aircore .
# As Business Analyst I have also worked for E-Governance projects State Government of Florida, US and Resource Scheduling projects for Staples Inc.
# Dnata and Emirates SkyCargo: As the Business Analyst for Chameleon, the state-of-the-art Cargo Ground System developed by IBS. Spearheaded product vision, roadmap and release plan including business cases formulation, presentation
of proof of concept, prototyping and detailed requirement analysis.
# Emirates Airport Services: Opera was an Airport MIS application developed to empower the airline headquarters with all the outstation information regarding the On-Time Performance and passenger data for strategic decision-making. Performed
the role of Lead Analyst involved in functional analysis, design reviews and UAT facilitation with the Emirates business team.
# Zurich Airport: Worked as the QA Analyst in the Automatic Resource Calculator and Allocator (ARCRA) development team. This is a tool, used for resource allocation and management of the airport resources, developed jointly between Atraxis,
Switzerland and IBS
# PEQA (Process Engineering & Quality Assurance): Started my career in IBS as a member of PEQA team in structuring and establishing an integrated Quality Management System which got certified against ISO 9001:1994 in February 2000 by of RvA, Netherlands. Actively involved in the building and maintenance of the IBS Quality System - the organizational process database containing the process documents and the supporting artifacts.
BTech in Mechanical Engineering from College of Engineering Trivandrum (CET)