IT Project Manager
Tech Mahindra
Total years of experience :17 years, 4 Months
Tech Mahindra, Project Manager (Mar 21 to present)
Working as a Project Manager, On-site, for Telefonica O2 to drive development, implementation and transition of large-scale, top-priority and complex technology initiatives. Manage budget and scope to help O2 deliver 5G services across the UK. Lead cross functional transition teams which includes both internal staff and multiple vendors in providing seamless migrations of Tesco Mobile and Virgin Media subscribers over to O2.
Tech Mahindra, Service Delivery Manager (Aug 18 to Mar 21)
Worked as a Service Delivery Manager for a Maritime Organization (Wilhelmsen Ship Services), I am charged with defining scope and schedule whilst focusing on regular and timely delivery of value and promote empowerment to the team in line with Agile methodology.
CapGemini, Scrum Master, (July 2017 to July 2018)
Worked as a Scrum Master for Brookfield which is an alternative asset management company.
● Collaborated with Product Owners in managing multiple product backlogs.
● Conduct daily stand-up meeting and address impediments identified by the team.
● Help the team in estimation and sub-task creation. Protect the team from over-committing by Coaching them in estimation and sub-task creation ensuring there is clear visibility to all stakeholders of the detail for sprints, ensuring commitments were achievable by the team.
● Regular analysis of burndown charts and other portfolio planning tools to understand what gets built and at what cadence.
● Participate in Sprint Review meetings and capture feedback.
● Note areas of improvements from Retrospective and ensure that the learnings are adopted in the next sprints.
Achievements
● Successfully implemented cross-functionality, by facilitating and planning the required training, in order to make the development team more agile and resilient. This also helped in managing BCP operations.
CapGemini, Lead Problem Manager, ( Aug 2015 to July 2017)
Worked for CapGemini for the following clients Time Warner EIS and Warner Bros.
Led a team of 17 ITIL staff managing different portfolios like Incident, Problem, Change and Software Asset Management.
Responsibilities as a SME / Service Management Support:
• Incident/Major INC management and monitoring of INCs to ensure SLA is attained (SPOC for L2 escalations for top 40 customers for Avaya across EMEA APAC and Americas).
• Drive Major/Critical Incidents to resolution by engaging appropriate support teams/vendors.
• Vetting Incidents reported to the Major Incident Management team to ensure correct prioritization based on business impact.
• Ensure proper escalation procedures were created and followed. Ensuring appropriate support teams are engaged, facilitating problem resolution and ensuring non-significant incidents and escalating if the impact rises.
• Subject matter expert in Avaya Telecom MACD (move, add, change, delete) configuration and programming, provisioning of all types IP endpoints, SIP, Analog, Digital telephones and soft unified communication application, voice mailboxes and Contact Center applications like AAAD, CMS, PDS.
• Operations lead, first point of contact for escalations on MACD and Incidents.
• Mapping business requirements & coordinating in developing and implementing processes in line with pre-set guidelines. Coordinating with onshore & offshore teams across the globe and getting agreement on support processes.
• Chairing the weekly CAB CALL where the client and stakeholders meet and discuss about the Change Requests.
• Validating the implemented Change requests looking at the Post Implementation Review (PIR) artifacts attached.
Provide Customer support services to Earthlink broadband customers.
Escalate to Tier 2 support for unresolved issues.
Provide Sales services for UK Home customers.
Up sell and achieve monthly and quarterly targets.
B.Sc