Busines Program Manager

RANJITHA RAJASHEKAR

***** * ******** **,#***, San Diego, CA 92127 (C) 609-***-**** **************@*****.***

Professional Summary

Business Operations Professional with an overall 6.7-year experience in delivering cost-effective, high-performancetechnology solutions to meet shifting organizational demands.Worked as a Program Manager for 4 years and versed with the usage of tools such as JIRA, Critical Path Method[CPM] & Program Evaluation & Review Technique [PERT] along with primary responsibilities beingClient/Customer focus, transformation quality and Integrity & Audit compliance.Worked as a Team Lead for 2.5 years which included providing quality and efficient customer service to customersthrough the daily management of a team of employees to include hiring, motivating, recognizing and rewarding,coaching, counseling, training, and problem solving.

Skills

Scrum MasterAgile methodologiesJIRA MySQLLinux, Windows 8 and 10IBM Proprietary Tools MS Office SDLC [Waterfall & Agile}IBM Tivoli Queue MonitoringCustomer Satisfaction Tools[CSAT}Defect Prevention Mechanism Critical Path Method [CPM],Program Evaluation & Review Technique [PERT] Lotus NotesKnowledge on ITIL Foundation

Work History

Business Program Manager 11/2012 to 05/2016IBM India Pvt Ltd, IBM – Bangalore, India

Responsible for the following work areas for the Account Program Office(Program Management Office) which is agovernance team for the GTS - ITD-GD India for IBM and is responsible for work On/Off Boarding, ContractManagement, Service Quality, Tools and Document management and maintenance of artifact repositories for allclients of ITD-GD India.Act as SME for the Work Onboarding Team.Review BAG (Boarding Approval Gate) requests for clearance.Conduct Education Sessions on the Work Onboarding Process.Update BAG (Boarding Approval Gate) clearance artifacts in the team room for audit references.Review and approve completion of Offboarding requests.Recommend/Establish standard analytics around Service Quality aligned with Global Standards.Report Weekly & Monthly metrics and updates within Service Quality.Issue & Risk Management around Service Quality.Extract master CHIP information on a monthly basis.

Maintain Team rooms, Wiki Pages for the Work On/Off Boarding functions.Monitor the APO [Program Management Office]task ID and perform queue management functions.Recommend and Establish Improvement areas within Engagement & Transition business processes.Issue and Risk Management around Onboarding + Offboarding - Track the Work Onboarding violations by way ofusing tools and follow up on RCAs and action plans and ensure closure of the issues.Liaise with WW bodies such as GRaCO, GDC/IDC Business Controls, etc. towards Lexicon updation.Support growth of the GTS business by helping to increase the age of OAM3/OAM4 work.Participate and Support any APO-specific or GDC Audits & Reviews.Handle Escalation in a timely and efficient manner.Handle CTAM queries on Lexicon.Ensure the Delivery Catalogue is updated and uploaded to Lexicon and the information is accurate.Involved in theAutomation of the Delivery catalogue on Lexicon.Perform UAT's on lexicon in case of new feature requests and change requests.Worked directly with Engagement,Transition & Project Stake holders to achieve the closure of the project.Established team priorities, maintained schedules and monitored performance.Documented business processes and analyzed procedures to see that they would meet changing business needs.Execute regular Change Management Review Meetings & accompanying Actions.Maintain Team rooms, Wiki Pages for the Work On Boarding functions contract admin functions.Maintain and update the Master Account List.Establish and Maintain inventory (existence, currency, validity, etc.) & locations of all SOWs, CTAMs and OAMClassifications and, accompanying FTE numbers.Schedule and execute Education Sessions across teams outside APO.Recommend/Establish standard analytics around Service Quality aligned with Global Standards.

Team Lead /SME 05/2010 to 10/2012IBM India Pvt Ltd, Qantas Airways – Bangalore, India

Client/Customer focus.Strategic guidance to the Team & Floor -Achieving desired Quality / CSAT / FTF & AHT.Monitor Floor Performance - Report Trends & Analytics on key metrics, with improvement action plans.Thorough calibrations within the process & with the Client.Perform RCA checks during escalations.QTM / TQE weekly compliance - close looped with effective feedbacks.Engage with transition, training & reporting teams.Participate in Monthly Operational Reviews with Delivery Transformation Quality.Engage in Training on DPP and PBA's for delivery teams.Ensure that span managed in Compliant on GDF SA requirements.Choose appropriate training methods per case (simulations, mentoring, on the job training, professional developmentclasses, etc).Conduct organization wide needs assessment and identify skills or knowledge gaps that need to be addressed.Use accepted education principles and track new training methods and techniques.Design and prepare educational aids and materials.Assess instructional effectiveness and summarize evaluation reports determining the impact of training on employeeskills and how it affects KPIs.Partner with internal stakeholders and liaise with matter experts regarding instructional design.Maintain updated curriculum database(wiki) and training records.Provide train-the-trainer sessions for internal subject matter experts.Manage and maintain in-house training facilities and equipment.

System Engineer Trainee 02/2009 to 08/2009Infosys Technologies Pvt Ltd – Mysore, India

7 months of Infosys Training Programs which focused on.OOPS concepts and programming in Java.

DBMS and Queries in Oracle.Software Engineering and Designing web pages using HTML/CSS/JavaScript.

Education

Bachelors of Engineering: Computer ScienceVisvesvaraya Technological University - Bangalore,India

XII(PUC)National College Jayanagar - Bangalore, India

Accomplishments

Best employee for End User Services Business Unit in the year 2011Consecutive top performance rating in the first 5 yearsRecognition through various monthly performances and perksManager's Choice Award in the year 2014Supervised team of 40 staff members.Received numerous letters of recommendation and overall appreciation from customers.

2008

2003

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