Program manager

Maheshwar Reddy Arudappa, PMP

Mobile: +91-988******* E-Mail: **********@*****.***

Program Manager

Around 12+ years of experience in IT industry in different profiles . 6

years of Project management experience. 2 years of Program management

experience for multiple product lines. 5 years of telecom domain expertise

in product implementation and delivery. Extensive working experience with

customer to understand and solve their Business needs . Working experience

with multiple teams across geography .

Skills

Program/Product management

> Planning, providing technical readiness, product development and

serviceability.

> Product packaging and delivery, product documentation, training,

pricing, product performance evaluations, operational metrics and

support policies.

> Product delivery, Product Roadmap to support strategic initiatives.

> Product development lifecycle using waterfall and Agile (scrum)

methodology.

> Stakeholder management - Developing relationships, stakeholder product

feedback, User experience.

> Leadership - Adept at leading/managing cross-functional team and

coordinating with team across time zones.

> Resource planning, scheduling, Project estimation.

> Project Risk Planning and management.

> Proficiency hiring, grooming, performance management, backup planning,

attrition management and appraisal.

> Client escalation management and extensive customer interaction.

> Working with customer on special Solutions configuration and

facilitating them.

> Creating Report and Presentations.

Domains

> Telecom

> Banking

> CRM

> Logistics

Skills

> PMP certification : PMP Number: 1609656

> Web server : Apache 2.1, IIS

> Application server : Weblogic 8/9, Tomcat, enterprise J2EE app

hosting, SaaS, PaaS.

> Databases : Oracle 8i/9, Mysql, SQL server

> Operating systems : Solaris 8/9/10,Linux Redhat AS/ES, HPUX,

AIX, Windows

> Tools : Toad, Wireshark, ManageEngine Applications Manager,

OpenLDAP, Rally, Remedy.

> Hardware : Sparc systems, X86 servers, IBM Xseries servers.

> Scripting Language : Shell scripting.

> Miscellaneous : Application server clustering, OS clustering,

Load-balancers.

> Certification : CCNA, Sun Solaris 8 (scsa I & II).

> Project mgmt Methodologies: Waterfall model and Agile (Scrum).

> SoftSkills : Excel, PowerPoint.

Experience Chronology

Jan' 2012 till July 2013 AVAYA as a Program Manager

> End to End Product/Project Management: Define and initiate projects,

develop realistic project estimates/plans, and/or metrics, work and

communicate with Engineering, R&D, Product Management, QA, Operations,

and Customers to ensure the ultimate success and acceptance of the

program.

> Sprint planning, product backlog management, tracking progress using

burn down charts during execution phase.

> Documenting PRD, SOW, HA requirement, product hardware sizing, Support

plans, SLA and measurable KPI.

> Scheduling release cycles with customer needs and competitive product

release in mind.

> Manage minor, major and Hot fixes releases working with change

management board.

> Drive product-team meetings with all required stakeholders, including

engineering teams, marketing, manufacturing, QA and services and

resolve any ad hoc issues, perform retrospective and share program

performance metrics.

> Working with team and customer for Alpha and Beta release testing

before launch.

> Monitor, measure, and communicate project progress, potential risks

and delays and team performance to program teams, executives and other

sponsors.

> Prepare market announcements and offer definition for new releases

(minor and major) and new products launch.

> Define and manage key product capabilities from concept to productized

implementation. Develop, review, and document customer use cases and

requirements for support and services team.

> Develop readiness plans and lab planning for upcoming releases for

Internal Engineering teams and Channel Partners.

> "Lifecycle" (End of life, End of Sales, End of Support) planning and

announcements for products.

> Responsible for CSAT scores and NPS scores.

Product line: Unified communication (SaaS), Wireless, Gateway

controllers and conferencing software.

Oct' 2010 till Nov'11 with Globallogic as SR Lead Product Support .

> My role involves analysis of the ticket and reproduction of the issue,

handling escalation of customers.

> Working with the build and release teams to get the patches and fix

packs delivered to the customer

> Clearing the backlog of the issue currently present depending on the

severity of them and then also managing the low priority issues and

scheduling them to be fixed in the release cycles.

> Following up with the engineering team for escalated issues so as to

track and update the customer about the fix delivery. And

communicating about any delay well before scheduled dates

> Improving the internal knowledge base and raising internal defect if

any found during internal testing.

Product line: Custom product for logistic based on RFID

Sep' 2007 to OCT' 2010 with Sigma Software solution as Manager

Technology accounts

> My responsibilities included product development and implementation

and Support for different customers.

> Working with the customer to understanding their priorities for the

bug fixes and working with the dev to get them delivered.

> Responsible for the delivery of products within budget, schedule,

quality and corporate guidelines.

> Analyzing and writing product requirements, functional / design

specifications and test plans.

> Assigning the roles, responsibility and goals setting of different

team members.

> Working with the customer to resolve issue involving different vendors

and subsystems.

> Creating plans for deployments of Patch builds and new release in

production environments.

> Creating reports for the team like MTTR to measure the team's

performance.

> Creating a trend analysis of the defects and identifying the modules

which having maximum issues and raising them to the product team for

enhancements.

> Maintaining SLA and Compliance.

> Took over a project half way and executed it to successful completion

without any delay apart from managing the Support role.

> Was a major contributor in customizing the CRM tool for ranking the

defects which in turn helped measure team's performance.

> Effectively conducted trainings for the internal team so to eliminate

the dependency on specific engineers.

Product line: OSS software for telecom and cable triple players

(Cable, VOIP and HSD).

DEC' 2006 to SEP' 2007 with AMDOCS as Senior Tech support engineer

FEB' 2006 to DEC' 2006 with I-FLEX Solutions Pte. Ltd (Singapore) as

Associate Consultant

JUN' 2004 to FEB' 2006 with Sigma Software Solutions as System

Administrator

OCT' 2003 to JUN' 2004 with CMS as SysAdmin

NOV' 2001 to OCT' 2003 with Patni Computer LTD (PCS) as Tech Support

Engg.

Academics

B.E Electrical from Mumbai University in 2000

Awards and Appreciation

> Received Performance award twice in AMDOCS for closing long running

cases with customer satisfaction.

> Received appreciation for successfully upgrade for CABLEONE commercial

services in sigma by CEO

Personal Details

> Date of Birth : 30th November 1978

> Address : A3/401, Kumar Prince Town, NIBM

Corinthian Club road, Undri -411048

> Passport Number : J7278427

> Languages Known : English, Hindi, Marathi and Telugu.

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