Surendersingh Jat, (PMP, MCM)

Cumming, GA – *****

Mob: 336-***-**** ac1baj@r.postjobfree.com

Program Manager (Information & Technology)

** ***** ** *********** & technology experience in all phases of SDLC, around 8 years as project and delivery manager.

Successfully managed & delivered complex and large projects involving development, support and testing for integration and migration of applications and business functions across organizations involving inter organization teams, external organization teams & multi-vendor.

Handled engagements and projects with fix revenue more than $10 Million and variable revenue approx. 30% of fix contract, with team size of 100+ associates.

Experience working and managing multi-location teams (US, Canada & India)

Managed projects and teams working in different billing models such as T&M, Managed Services.

Worked closely with sourcing, finance, HR, PMO, governance and other support functions for new contracts, work estimation, contract proposals and negotiations, SLA definition, SLA tracking and reporting.

Create and maintained very strong relationship with key customers and partners.

Identified & lead long term and short term improvement goals having significant improvement in operations, process and reporting at the project/organization level. Incorporate best practices and setting standards for other groups.

Lead multiple development, support and testing teams to deliver medium to large and complex projects successfully within budget, quality, time and other project constraints.

Identified disaster recovery gaps for existing mission critical applications and improved resiliency and failover capabilities. Improved failover time by way of automation, process improvement, change in application architecture and setup.

Involved in investigation, identification and resolution of chronic application issues impacting business availability and customer experience.

Lead automation/process improvement efforts resulting in optimization and improved operational efficiencies for application and environment setup.

Helped reduce 83% user tickets for regular issues, fallout handling, and stuck orders by way of automation, implementation of user self-service tools over a period of 3 years for applications managed and supported.

Took initiative to adopt new technologies and tools, worked closely with third party vendors for POC’s and sharing the results and recommendations with benefits, constraints, cost and efforts involved to client and organization.

Plan infrastructure needs and driving changes and migration of applications and infrastructure as per business and technological needs.

Team player with willingness to collaborate, lead and take initiatives. Strong analytical and problem solving skills, thought leader within the IT organization in helping stream-line and standardize key business and operational functions.

Exposed to waterfall and agile model of project and delivery model. Involved with DevOps adoption and implementation across multiple projects and delivery functions.

Improved customer satisfaction and increased business in areas involved. Develop clear, business language presentations for business senior leadership to support swift decision making and issue resolution when needed. Mentoring, coaching, developing & encouraging excellence from IT teams.

Improved top line and bottom line by way of automation, process improvement, aligning operational functions.

Plan resource requirements as per project schedule, work with resource management group for internal fulfilment or work with contractors on need basis. Able to reduce contractor’s dependency, helping improve profitability and reduced risk by creating capabilities within the organization. Hire, retain and motivate the best and brightest employees.

Develop and maintain department procedures, metrics and key performance indicators to measure operations, develop and measure improvement targets and achievements.

Lead transition and knowledge transfer between vendor i.e. receiving and giving for areas taking up or giving over to other vendors as per contract.

Standardize tools and processes across all contracts and engagements for similar operations.

Worked closely with sales and finance for RFP’s new contracts, business proposals, SLA negotiation.

Reviewing SLA reports and presenting the same to oversight, PMO & governance. Initiate SLA waiver and review calls.

Master’s degree in computer science. Managing multiple design and development teams, teams supporting T1/T2/Infrastructure support activities for mission critical applications of major US Telecom service provider for more than 10 years.

Diligent project manager offering a proven record of success leading all phases of diverse technology projects; PMP, MCM credentials; 11 years of Telecom domain experience.

Business strategist; plan and manage multimillion-dollar projects in managed services as well T&M engagement. Aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.

Excellent communicator; leverage technical, business and telecom acumen to communicate effectively with client executives and their respective teams.

Expert in agile and waterfall project management methodologies along with Devops introduction and implementation. Known for ability to produce high-quality deliverables that meet or exceed timeline and budgetary targets.

Managed major migration/integration projects e.g. o AT&T to SBC migration of wireline accounts 2007/8 o Bell South to AT&T migration of wireline accounts and wireless accounts as part of Cingular Wireless which was taken over by Bell South Corporation. o Dobson Cellular to AT&T 2008

o Leap Wireless (Cricket) customer migration 2014-17 o DTV & Uverse customer migration & integration of billing and provisioning services 2016-18

o One collect – AT&T and multiple collections system across wireline, Uverse/internet, mobility, DTV line of business.

o Unix to Linux Migration – Migration of AT&T applications from Unix AIX/Solaris, etc. Linux

o Websphere/Weblogic Migration to Jboss – Migration of applications from Websphere/Weblogic to open source i.e. Jboss

Educational Credentials:

Sr. Degree Year University

1. MCM (Master Of Computer Management) 2000 Pune University, Maharashtra, India. 2. MCOM (Master Of Commerce) 1995 Pune University, Maharashtra, India. 3. BCOM (Bachelor Of Commerce) 1993 Pune University, Maharashtra, India. Prior Experience:

Sr. Organization Designation Duration

1. Tech Mahindra Americas Delivery Manager 2016 – Till Date 2. Tech Mahindra Americas Project Manager 2010 – 2016 3. Tech Mahindra Ltd. (India) Team Lead (T1/T2) 05/2007 – 2010 4. Quexst Solutions Pvt. Ltd. (India) Software Test Lead 2005 – 2007 5 Pune eXperts (India) Software Engineer 2001 – 2005 6 Lumax Industries Ltd PPC Assistant 1995-2001

Projects & Profile:

1. Project Name : Nitrous, First Suite

Client AT&T

Role Project & Delivery Manager.

Organization Tech Mahindra Americas Inc.

Duration 01/2009 – Till Date

Team Size 108 (22 Onshore, 86 Offshore)

Business Area

Business Vertical: Mobility, Uverse, DTV

Function Area: Provisioning, Collections, Channel Lineup & Management, Emerging Device Services

Project Description:-

Nitrous is a 24*7 Tier1, Tier2 & Infrastructure support project involving more than 180 AT&T Mobility, Uverse, DTV and Wireline mission critical and non-mission critical applications supported by Tech Mahindra Ltd. This involves production/test/development environment support including infrastructure setup, code & configuration installation, release management, ticket and issue management as per the agreed SLA, KPI’s and other contractual terms between both organizations. This involves end to end support of all environments of applications i.e. Test, Performance, Development, Staging and Production. Managing team carrying out installation of all the software’s required to support the applications and its upgrade, application install and configuration including MW platforms such as Weblogic, Websphere, Jboss. Webservers such as IIS, Apache, etc. Connecting to databases managed by the team viz Oracle, SQL & MongoDB. Messaging services such as IBM MQ

& Apache Kafka. Operating Systems as Linux, Solaris, AIX, Windows 2012 Server, etc. Managing mobility provisioning applications and troubleshooting apps interfacing with provisioning platforms such as HLR, HSS, MSC, VLR, SGSN, OTA, SMS, MIND, Microcell, SRP, MME, DRA, etc. First Suite is a collection of applications that provide visibility into Uverse order flow and is getting integrated with DTV provisioning flows. Team is involved with design and development, testing and production support activities. End to end ownership of this suite of managed by teams working in T&M model.

Contribution:-

As Delivery Manager following are few of my roles and responsibilities:

Review project contract for identifying scope, responsibilities, SLA, deliverables, financials along with other details such as constraints, technologies, delivery schedules, billing schedule, team composition, risks, opportunities and other details.

Partner with sales team and assist in project pre-qualification and scoping for new business opportunities or RFP’s, provide estimates for new contracts.

Build teams as per project/contract requirements, hire new team members internally and externally as needed to fulfil the project requirements.

Identify training needs, coordinate with training group to get team trained in the required technologies, tools and process functions.

Coordinate with multiple application support, development, testing and business teams for day to day operations, enhancements, bug fixes, compliance and other activities.

Play key role in reviewing change requests, ensure all information pertaining to the change is updated and communicated to all the stakeholders.

Communicate and document risks, issues, contingency plans and get approval for the same from all the required stakeholders before the change request can be implemented. Ensure all required approvals are in place before deployment.

Share communication plan for major releases along with key milestone, review and update recipients for communication and frequency.

Review change management plan and steps to mitigate risks, and downtime. Identify and review failover options and mitigation plans to minimize downtime.

Involved for all production support application common program planning i.e. DR exercise, Release Management, Special product launch (e.g. iPhone), Weekly/Monthly/Quarterly Status reporting with key business, availability, incidents, trouble tickets and other metrics data.

Negotiate service level waivers for non-Tech Mahindra culpability issues and incidents impacting the SLA timelines. Provide supporting data to get waiver approval.

Interacted with governance team for contractual changes for the supported applications and work with AT&T governance team.

Worked with AT&T security compliance team for SOX compliance across all applications managed.

Review estimates with AT&T leadership and finance for approval, track estimates & its billing as per the work completion. Discuss estimates and billing related issues with AT&T governance team.

Manage program within the assigned budget and maintain profitability and year to year cost reduction via productivity gains and consolidation of common tasks across all the teams.

Incident Management: Manage teams responsible for managing incident management with regards to Triage initiation, communication to stakeholders for any issues impacting normal business operations, involve all required teams and parties to resolve the issue quickly thus reducing the impact. Oversee root cause analysis for all the priority 1 outages and issues, providing thorough analysis to AT&T oversight. Work on global action items which are identified as part of the root cause analysis and provide timelines for completion along with regular status update till all the open items are closed.

Manage infra team’s that works on new hardware installations, implantation of new packages as per AT&T technology team directives and security requirements set by AT&T ITO and ASPR compliance. Manage and report progress of projects as per agreed intervals to AT&T oversight and key stakeholders.

Review meetings with all the application support teams and hold leads meeting to discuss status of applications and items that are in progress on weekly basis or agreed intervals.

Review SLA v/s performance reports for all the applications managed by my teams, review ticketing trends, issue trends and analysis with all the support teams on weekly and monthly basis. Provide delivery updates and Executive SLA report.

Status reporting to AT&T and TechM senior management. Conducting monthly MSR (Management status review) that includes VP and SR VP’s from AT&T and TechM.

Manage and track project deliverables using appropriate tools and client developed proprietary tools. Signoff release deployment/back out for the managed applications and teams.

Evaluate & implement new technologies and tools to be implemented for operational efficiencies and increased resiliency.

Capacity planning based on current state, trend analysis, future growth and other factors. Secure funding for hardware lease rollover and infrastructure growth. Key Highlights:

Achieved all SLA’s related to application availability, ticket resolution time, MTTR, MTTK.

Improved customer satisfaction score of 8.6 from 7.3

Increased revenue from 1.8 Million to 3.2 Million for variable work

Increase in new business for the same line of delivery of $8.4 million

Application availability 99.997% over SLA 99.99%

MTTR improved from 168 mins to 44 mins over 3 year duration

MTTK improved from 42 minutes to 12 minutes

Ticket resolution time improved by 65%

Failover time improved by 75%

Implemented CI/CD using Jenkins reducing delivery and validation efforts

Centralized operations for application support and day to day operations

Monitoring enhancements and customized dashboards and monitoring scripts for better insight

Health check on demand, auto failover/rule based failover automation

Customized business metrics reporting automation

Standardization of operational processes across all applications and delivery towers

Centralized release/major launch communication tool

Incident root cause analysis and improvement dashboard for data analytics and follow-up 2. Project Name : Telegence System Testing (CSM, Mediation, Billing) Client AT&T

Role Project Lead

Organization Tech Mahindra Americas Inc.

Duration 05/2007 – 12/2008

Team Size: 27 (Offshore)

Project Description

Telegence system testing & Tier 1 support was a time and materials project for testing release items and handling tickets coming in for Tier 1 related to Telegence billing system for AT&T wire line customers. Tech Mahindra as part of this project provided end to end testing of all the interfaces to ensure the code and environment is tested for functionality and performance. As part of this project I was managing a team of 27 test engineers.

Contribution

As a Project lead, was responsible for the following activities:

Review scope of work, prepare test plan, delivery plan, and communication plan, update traceability matrix. Get plan and schedule documents reviewed and approved by all stakeholders.

Reporting: Create and share daily status report, generate weekly reports, provide analysis for backlog or variance.

Host meetings related to scope of work, new enhancements and requirements, resource planning, schedule plan with AT&T and Tech Mahindra senior leadership.

Create and manage resource plan as per the release scope, onboard new team members based on scope of work, review knowledge transfer plan & progress to new team members joining the team.

Hold team meeting to discuss the scope of work and task distribution. Review resource planning, shift planning, leave plan to ensure deliveries are managed as per delivery plan.

Create, review and present weekly highlight report for all the stakeholders.

Signoff on Go/No-Go of the release to production from testing perspective.

Plan testing of emergency fixes and presenting the same to AT&T senior management.

Work with team for knowledge transfer, knowledge repository creation, induction plans.

Review team members performance, nominate team members for Tech Mahindra internal monthly, Quarterly and yearly awards based on performance, nominate team members for specific technical or behavioral training based on project and individual needs.

Conduct annual appraisal of direct reporting team leads; ensure levelling of indirect team members is carried out before it’s submitted for senior management levelling as per bell curve. Nominate team members/leads for promotions.

Manage weekly timesheet reporting in client reporting tool, generate monthly billability report, and submit report to Tech Mahindra finance, review invoice for accuracy, follow-up with finance and AT&T finance for any issues or discrepancies.

Review metrics data for performance, productivity, profitability, head to tail ratio as per the organizational guidelines.

Conduct regular audit for own project as well external projects to ensure CMMi guidelines are been followed, any deviation reported in the Tech Mahindra system for tracking and closure.

Approve shift allowance, holiday working allowance, special allowances for team members. 3. Project Name : Telegence System Testing (Billing) Client Mahindra British Telecom, Pune

Role Test Lead

Organization Quest Solutions Pvt. Ltd

Duration 02/2006 – 04/2007

Team Size: 5

Project Description

Quest solution provided associates with excellent testing background to Tech Mahindra (Formerly known as “Mahindra British Telecom” in short “MBT”) for testing AT&T’s Telegence billing system which was a new engagement between MBT and AT&T. Quest solutions provided a team of 5 test engineers for testing the billing module. This team had Mr. Surendersingh Jat managing a team of 4 test engineers from Quest solutions working in MBT premises for testing. Contribution

As a team lead, was responsible for few the following activities:

Understanding business and technical requirements.

Generate traceability matrix based on business and technical requirements.

Get test plan, traceability matrix, test cases reviewed with business and development team.

Prepare test execution plan and work distribution within the team members. Provide test execution tracking, provide actual v/s planned status report.

Open defects for issues and bugs identified in testing. Follow up for fixes and retesting the fixes.

Invite developers and project management teams to meetings for P1 issues and blocking defects.

Assist business and UAT team in testing.

Plan testing of emergency fixes and presenting the same to AT&T senior management.

Work with team for knowledge transfer, knowledge repository creation, induction plans.

Coordination with onshore team members and client.

Updating timesheet in AT&T system, generating timesheet reports and submitting the same to MBT oversight manager for approval and billing for Quest Solutions.

Review team performance and submit the same to Quest Solutions HR and oversight manager.

Assist in hiring new team members for Quest solutions and MBT. 4. Project Name : Enterprise Resource Planning

Client Sri Hari Packaging Pvt. Ltd, Pune

Role Software Developer

Organization Expert Consultants, Pune

Duration 02/2004 – 10/2005

Team Size: 6

Description:

This software covers all the areas of raw material resource planning based on customer order and delivery schedule. The system has been designed to consider the operational capacity of the machines and manpower, based on which machine and manpower planning is computed and carried out. Material planning is also carried out once the order is entered in the system. I.e. Material requirement report is generated based on the requirement and after calculation of the production schedule when the material will be required to be received considering period of receipt, inspection, etc. It covered material receipt, Issues to QA, Production department, GIP, Finished goods, schedule v/s supply report.

Contribution

As a Software Developer, was responsible for few the following activities:

Visit customer premises to understand the process, discuss with end users to understand the process followed as part of business and technical requirements. Document the requirements review the same with project manager. Meet with project manager and client to review the final requirements.

Create HLD document for the modules, get the HLD reviewed and finalized.

Create classes, modules, reusable objects for the project.

Create database for the project, modules and specific components.

Provide daily/weekly status for assigned project and modules.

Provide walk through for code review, review code of other developers.

Write unit test cases for validating the functionality and modules; get the unit test cases reviewed. Execute the test cases against the developed code. Fix bugs and defects identified during unit test case execution and system testing.

Push the code for project build, generate project package, and deploy the same on client server.

Provide training to end users for software use, generating reports, maintenance and support.

Discuss with end users for enhancements and updates to the software, review the requirements with project manager and get those added in the list to be discussed with client for future enhancements.

Provide training to new team members joining the organization and project for Visual Basic and Oracle.

Assist in hiring new team members for by way of screening new developers for Visual Basic and Oracle.

5. Project Name : Point Of Sale, Materials Management System Client Pride Hotel

Role Software Developer

Organization Pune Experts

Duration 01/2002 – 02/2004

Team Size: 6

Description:

This System had multiple modules is currently being used by many hotels in and around Pune. The Point of sale software was developed before it was installed with Pride Hotel, along with this Materials management system was developed and integrated to POS (Point of sale) module was integrated with regards to generating new materials requirements, order to materials management mapping was carried out to automate materials management system. Materials management system covered new purchase orders, receipt of materials, inspection and issue to kitchen and other departments of hotel.

This system also covers the overall working of a food out let in an hotel or a restaurant. It can have multiple outlets with multiple tables and N number of kitchens and servlets.

It provides detailed information of the inventory and the business of the outlet, comparison reports related to consumption v/s business report from the particular outlet.

Checks such as KOT generation, cancellation, bill reprinting, changes in the bill, direct billing to credit card and its details directly accessed by the system had been carried. Contribution

As a Software Developer, was responsible for few the following activities:

Understanding business and technical requirements. Study the existing software or manual process to identify software scope and requirements.

Create HLD document for the modules, get the HLD reviewed and finalized.

Create classes, modules, reusable objects for the project.

Create database for the project, modules and specific components.

Provide daily/weekly status for assigned project and modules.

Provide walk through for code review, review code of other developers.

Write unit test cases for validating the functionality and modules; get the unit test cases reviewed. Execute the test cases against the developed code. Fix bugs and defects identified during unit test case execution and system testing.

Push the code for project build, generate project package, and deploy the same on client server.

Provide training to end users for software use, generating reports, maintenance and support.

Discuss with end users for enhancements and updates to the software, review the requirements with project manager and get those added in the list to be discussed with client for future enhancements.

Provide training to new team members joining the organization and project for Visual Basic and Oracle.

Assist in hiring new team members for by way of screening new developers for Visual Basic and Oracle. 6. System Admin

Role System Administrator & Programmer

Organization Pavan Coatings

Duration 06/2001 – 12/2001

Team Size: 2

Description:

Pavan coatings is a private organization dealing in paint and powder coatings for mostly TELCO (TATA Group) which is one of the biggest 4 wheeler manufacturing company in India. The organization did surface coating work on contract mode mostly bulk and heavy components used for the fitment in the 4 wheeler vehicles. The organization had a total strength of ~30 employees, mostly working at the shop floor working in paint booths and powder coating booths along with 7 tank process. Contribution

As a Systems administrator for Pavan Coatings the following were roles and responsibilities:

Understand the existing system developed in Foxpro and create plan to upgrade the same in Visual Basic and Access.

Maintain existing system along with design and development of new system.

Design and develop the new system along with maintaining documentation of the new system.

Provide training to users for understanding and using the new system.

Procure new hardware for the server and database maintenance, install and configure the same.

Troubleshoot hardware and software issues as part of system admin.

Manage system and network.

Generate reports of the organization; create communication formats for the organization.

Assisted in hiring new team members in EDP (Electronic Data Processing) department. 7.

Role Production Materials Planning Assistant

Organization Lumax Industries Ltd.

Duration 09/1995 – 3/1998

Team Size: 6

Description:

Lumax Industries Ltd. is one of the leading manufacturers of automobile accessories such as lighting equipment’s e.g. Head Lamps, Indicators, Tail Lamps, Air Filters, Mirrors and Reflectors. For lighting equipment’s Lumax had collaboration with Stanley Corporation, Japan. Lumax has multiple manufacturing locations in India e.g. Delhi, Maharashtra location Chinchwad, Pimpri, Bhosari, Chakan, Aurangabad, and many other locations. Lumax supplies automotive parts to almost all the major automobile manufacturers in India primarily TELCO, Mahindra & Mahindra Ltd., Bajaj Auto, Force Motors, Hero Group, Maruti Suzuki, Ford India, Renault, Honda Motors, TVS Suzuki, Ashok Leyland, Iveco, Hind Motors, Kirloskar, etc. My role at Lumax Industries was mainly production planning and materials management, along with the above I was involved in the migration of the existing software system from Foxpro to Power Builder and Oracle. I had a team of 5 other team members in my team for managing the production planning and materials requirement work.

Contribution

As a Materials management and planning following were roles and responsibilities:

Review the new materials schedule from clients for the month and next month, update the same in system, generate materials requirement report along with the schedule when it should be delivered.

Generate purchase orders for vendors to supply raw materials and its schedule.

Review the materials requirement plan and production plan with production and dispatch team.

Manage receipt of materials from the supplier vendors to stores and QA, after QA getting the same issued to shop floor based on production planning schedule.

Carryout regular audit of materials in store and on the shop floor.

Arrange for material to be shipped back to vendor that’s been rejected by QA and shop floor. Generate return receipt and update excise register with the same.

Understand the existing system to work with the internal software team working on system migration from Foxpro to Power Builder.

Assist the migration team in configuration, installation and updating the system. Testing the new system, identifying enhancement and bugs, communicate the same.

Provide training to users for understanding and using the new system. Technical Skills:

Operating Systems: AIX-Unix, Sun Solaris, HP-UX, Linux, Windows NT 6.1/2. Database: Oracle 7.x/ 8.x/9.x/10.x/11.x, SQL Server 10.x/11.x, MS Access 8/9. Programming Languages: C, C++, Java, Visual Basic 6.0, Shell, Perl, Python, PHP, XML, FoxPro. Tools, Utilities & Framework: Introscope, Patrol, Topaz, HFRunMonitor, Tivoli, Remedy AOTS, Clear Quest, Quality Center, PRISM, TOAD, ITUP, Winrunner, QTP, Load Runner, Hadoop, Jenkins, Microsoft Office, Microsoft Projects.

Web server’s: Oracle WebLogic, IBM WebSphere, Tomcat, Apache, JBoss, iPlanet, Microsoft IIS. Domain’s: Telecom (CRM, Provisioning, Mediation, MAF, Rating, Billing, AR, Collections, Activations, Retail), Automobile (Production Planning and Control). Certifications: PMP

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