Project Manager
Ernst & Young
Total des années d'expérience :13 years, 10 Mois
Maintained a CSAT on above 6 out of scale 7 for BACI.
•Major Changes activities are performed without any major impact on a planned schedule with Zero down time
•Initiated cross skilled trainings within the team members for timely switching resource as in situation/requirement.
•Implemented key initiatives which helped in streamlining the Incident/Request Management process
•Part of project management for a seamless move of office and data center to three new facilities to cater to organization growth for Inventurus.
Ensured timely completion & delivery of project to client & extended production support of multiple applications
•Developed, implemented and provided post-implementation, application maintenance & enhancement offshore support to the client with regards to product / software application
•Managed project review meetings to monitor progress of the project as per schedule / budgets, and ensured timely completion and delivery of project to the client; extended production support for applications
•Attended Status Review Meetings with client’s services team; architected major features of project system and supervised developers filling out those features, as well as coordinated quality assurance, documentation & distribution efforts
•Coordinated with the client & cross-functional operations teams to identify & managed improvement activities
•Reviewed the high level and low level designs, impact assessments, risk assessments and the risk mitigation plans, unit test cases, defect reports for the business requirements in the applications.
•Managing Supply Chain IT Application transformation activities for Hindustan Unilever Limited Account
•Developing project cost structure, track & report project deliverables, manage risk by applying project management processes and tools to ensure assigned projects are completed on time.
•Attend the change boards to represent Unilever team
•Work with technical Unilever team to confirm any changes that may impact the source infrastructure and migration events that feed into Discovery
•Work with the technical team and Wave Migration managers to raise Unilever changes and progress through the customer change process
•Analyzing the user needs & software requirements to determine feasibility of design within time & cost constraints; consulting with customers about software system design and maintenance
•Reviewing the high level & low level designs, impact assessments, risk assessments and the risk mitigation plans, unit test cases, defect reports for the business requirements in the applications
•Developing, implementing & providing post-implementation, application maintenance & enhancement offshore support to the client with regards to product / software application
•Chairing project review meetings to monitor progress of the project as per schedule and ensuring timely completion & delivery of project to the client; extending production support for applications.
•Evaluated existing information management system and updated knowledge gaps by preparing guide
•Provided extremely useful strategic inputs using Excel models
•Developed risk & control matrix for acquired portfolio by defining the operational, legal and business risk factors
•Participated in policy designing for process.
Escalation Management: identify potential escalations and alert management proactively, interoperating with the P&G business and P&G operating standards, key personnel and partners.
•Problem Management: Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility, interoperating with the P&G business and P&G operating standards, key personnel and partners.
•Change Management/Implementation: Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet P&G and/or trade/HPIT infrastructure needs within area(s) of technical responsibility, interoperating with the P&G business and P&G operating standards, key personnel and partners.
•Cyber Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance, interoperating with the P&G business and P&G operating standards, key personnel and partners.
•Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
•Solution Design: Apply HP solutions to meet moderately complex P&G and/or trade/HPIT infrastructure needs within area(s) of technical responsibility.
• Quality: Provide continual improvement recommendations/direction setting advice within work team, Monitor IT operational performance and work on corrective action plans (if needed).
•Interact and interoperate with the P&G personnel about the P&Gs business and focus on the use of IT as a tool of the P&G business objectives.
•Demonstrate excellent communication, and presentation skills, with both verbal and written presentation, Balance internal needs with P&Gs and/or internal businesses/end user’s needs within defined parameters.
•Ensure high level P&G satisfaction by clarifying P&G needs and ensuring that they are met. Handle P&G-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
•Provide software service, presales, and post-sales or service delivery support. For Mission Critical P&Gs, provide proactive and some reactive services. Mentor /Coach new hires on work process and procedures.
•Prevent unplanned outages or data loss by proactively escalating issues, Relationship building skills that help move from transactional relationship to long-term relationship activities with P&G.
Team Size: 120
BA Continuum | Bank of America Profile: IT (Team Lead) Role Managing Onsite team of 120 engineers consisting Technical experts, Help desk Analyst, System & Network Administrators supporting sites across PAN India directing their activities for the achievement of organization targets and goals, Ensures 100% compliance to defined Operations Management support Process especially RCA, Proactive communication with customer, Major Incident Management execution/escalation, Coordinating with Problem / Change / Operations / Event Management team members, Managing the overall performance analysis of existing projects and programs. Monthly MIS Reports shared with customer and internal management for review on performance for Help desk. Responsible for periodic review meetings with Senior Management, Lead Service Desk, Understanding of all Process Managers & domain leads to understand their issues & concerns, following the escalation standards for the quick resolution of the incidents, SLA monitoring, client relationship management and escalation handling.
•Managing incidents and ensure that they are logged, progressed, updated, authorized, expedited and resolved within the scope and work around for unresolved incidents to reduce the impact to the business and then coordinate with the cross functional teams to provide as per Service Level agreement.
•Help the Problem Management team by identifying the repeated issues and high impact issues by forwarding them the inputs, also Responsible for Attending the Transition/Change/Impact/Outage/CON/Management calls.
•Responsible for periodic review meetings with the Service Desk Manager, all Process Managers & domain leads to understand their issues & concerns. Measuring & validating the group productivity as well as the individual’s Performance, AHT, CSAT, Quality and FCR Reports related to customer.
•Responsible for presenting performance Deck of EUS teams across Pan India in Weekly Technology Assistance Review to Ensures 100% Compliance, Quality, RCA with Proactively communicating with customer, Closure of any open ended issues
•Implementing improvements based on Client Feedback including meeting with all verticals, Carry out improvement measures to improve satisfaction Index, Target CSI to be at Exceeding Expectations.
•Responsible for resource hiring / mentored the Building Lead’s, L2, teams for the client, coordinating & identifying people for career growth action plans for each support professional.
•Leaded a team for project support Driving Information security across the organization. Responsibilities include EPO and Pending Venerability’s to bank updating the security policies and patches, Removal of NPT applications and installing newer versions without any downtime, Overlapped responsibilities within team for maintaining various IT audits.
INVENTURUS Profile: IT Expert (Senior IT & Security) role provided for Live Production support assistance on L2 and L3 for multiple products like system, server and network environments. We receive and record incident related information on 24 x 7 support function through phone or email environment and take appropriate actions to resolve problems and communicate the solution or action plan with different IT teams to get root cause analysis, Keeping minimum down time and maintaining SLA’s on daily and monthly basis. Understanding IT operational structure and negotiating with different vendors on cost, procurement and maintenance, Proper use of escalation matrix in the high critical production environment. Use professional knowledge to understand project needs, Client requirement, transitions and implementation.
•L2/L3 Support Engineer, first point of contact core PUS team/Core Escalation team.
•Overall responsibility for planning and deployment of entire networks, systems, telecommunications and security infrastructure and Inventory control and license management for all hardware, software and network equipment’s of the Company.
•Responsible for 24x7 uptime of mission critical production client PC configuration and licensing along with conduct security audits and establish security policies
•Inventory control and Vendor-management/ negotiations/ purchase for all hardware, software and network equipment’s of the Company and associated AMC’s, budgeting and forecasting.
Responsible for Helpdesk Operations Performance Excellence calls on a daily basis.
•Escalate high severity incidents to the Customers IM and provide initial analysis. Take critical decisions about an incident dependency based on the inputs on the call, also Acted as a secondary SPOC for Back office Critical Ops.