Management, operations, itsm, processes and governance, delivery

Arvind Pandey

Masters in Computer Application

Mobile: +91-990******* ~ E-mail: *******@*****.*** ~ LinkedIn Profile

Operations Management/ People Management / Program Management

Managing growth and expansion for reputed organizations with over 12+ years of experience.

Over 6 years in Program Management/Operations Management/Delivery Management

CAREER CONSPECTUS

Mid-Senior professional with year after year success in managing complex Programs and Service Delivery; while driving business growth objectives of organization in rapid change environments. Proficient in strategic planning and mapping the business requirements to processes with proven strategic & tactical expertise and taking on Program and People management responsibilities for variety of Services - Expertise in NPI (New Product/Service Introduction)

Managed complex programs within Cisco’s Advanced Services for NOS, Managed Services - NCCM/CMCS and Unified Communications in Cisco IT. Expertise in managing product/solution strategies, Go to Market plans, building & enlarging competency. Adeptness in Service readiness planning, Program management, competitive analysis and value propositions.

Business Processes

SoW, SLA, OLA, CSF and KPIs

Competitive Analysis

Product Feature Roadmap Prioritization

Go-To-Market Strategy

Vendor Management

Customer Engagement

Services Software Development Methodology (SSDM 2.0).

Collaboration & Automation

Operations Management

PRD/SFS Reviews

Cisco Product Dev Methodology

ITSCM Processes Implementation

Prioritization & Escalation

Reporting, Business Reviews

Incident and Change Management

Program Management, Problem Management, Governance

Continual Service Improvement Planning & Execution

High Availability, Application Monitoring

Certifications: ITILv3 Expert, CSM (Certified Scrum Master) from Scrum Alliance, Project Management (Prince 2), CCNA

PROFICIENCY FORTE

Developed Operations Support roadmaps & Processes collaborating with Portfolio Management, Product Management, Product development & other cross-functional teams to ensure continuity and support for product offerings.

People and Process Management – Induced new operations team, Identify Business requirements, propose delivery Model and successful transition execution

Performed in-depth product and competitive analyses to enable Operations team for effective Product Support

Execute GTM plans for global customers across all verticals. Responsible to manage all service readiness initiatives and develop comprehensive business cases with revenue/cost projections

Report and track metrics to convey and solve business issues, communicate risks & opportunities and address gaps.

Perform Market Analysis & Sizing & produced unique Value Propositions. Utilized Primary & Secondary Data Sources Primary data collection – Observation, Focus Groups & Surveys. Research Instruments – Questionnaires & Qualitative measures

Ability to identify, develop & disseminate deep understanding of Products/Services, market trends, usage behaviour to support and operate in cost effective way.

Staff induction, trainings and performance reviews, Mentoring

EDIFICATION

Masters In Computer Application Dec’ 2002

CSM (Certified Scrum Master)

Project Management Program (Prince2)

CCNA, Cisco Security Ninja White Belt

ITILv3 Expert Certification

CAREER CONTOUR

Operations Management Experience:

Manager Operations Aricent (For Cisco Systems – Advanced Services) Feb ’15 Onwards

To drive Operations and Delivery management for Cisco Advanced Services NOS Program and tools applicable across the entire services portfolio (Advanced Services Enterprise and Service Provider).

Developed SoW for Managed Services by considering Project Scope, Deliverables. Negotiated and Influenced final contract on Budget Padding for risk mitigation

Build Operations team for high touch US Accounts Support (Strategic Planning, staff induction, training, and performance reviews)

Responsible for end to end delivery that includes operational aspects, resource planning and utilization

Defined Critical Success Factor (CSF) and Key Performance Indicators (KPI) to meet SLAs

Developed Operations Dashboards for Senior Executives to share an insight of Operations and Clients Feedbacks

Vendor Management with ability to manage multiple assignments simultaneously

Delegating tasks and responsibilities to appropriate personnel. Monitoring staff to ensure the prompt resolution to all client queries.

Work closely with business and Executive Management on vision and directions towards Continual Service Improvement

Consensus management and team meetings with engineering and adopting business services for each commit milestone, as defined within governance process.

Analyse data and reports to identify process and knowledge gaps, Developed Pooled and High Touch Support Models for supporting different customer segments thus improving overall Initial Response Met at 99%

Defined and communicated goals and objectives to team for aligning individual goals with Organisations.

Facilitated and trained team on Technical and Business perspectives. Which motivated them to work cohesively that resulted in IR and SLA consistently higher than 99% in first quarter. Reduced Backlog Age from 30 days to less than 10 days with MTFR under 5 days consistently for two quarters (H1FY16).

LEAD PROGRAM MANAGER Cisco Systems – Cloud and Managed Services Jul’11 – Dec15’

Facilitated and negotiated improvement plans after studying historical data about existing Services, Processes and functions

Lead a team of PROGRAM MANAGERs to centralize global process and functions and drive consistent Service Improvements initiatives across cross functional teams

Defined new processes and functions by collaborating with global team (internal and external) to improve existing ITSM tool for Incident, Service Request, Problem Management thus increasing efficiency and higher customer satisfaction

Presented improvement plans with Senior Executives to align with Organisational Vision and assure sponsorship to run the initiative

Managed end to end operations for new accounts sign up and renewal ranging 8 Million (USD) and above.

Drive Incident and Problem management across Support organizations for SP, Enterprise, GET accounts as Top Priority

Setup functions and have Quarterly Reviews of Transition and Operations KPIs and influence decisions by providing inputs to Strategy and Design Processes

Proposed customer engagement initiatives to understand client requirements in Asia Pac, Emerging Markets, US Enterprise, Service Providers and help them by aligning requirements with Business model and prioritization

Review, Recommend and Prioritize implementation of solutions that meet customer requirements

Perform Architecture Review; provide technical assistance to Product and Program teams to ensure business continuity

Lead adoption for Automated Tools, Monitoring and Reporting through Dashboards, Business Escalation Dashboards to bring in transparency and effective decision making

Manage Service Readiness Team for Go to Market plan for Cisco Advanced Services (NOS), Network Configuration and Compliance Management aka CMCS

Partake in CAB meetings, including any preparation and coordination relating to their group

Implemented different deployment models based on Customer Segments such as Cloud based, Hybrid, On Premise and Hosted deployments. This also involved streamlining Change and Release Processes including Communication plans

Strategic planning for Operations including Request Fulfilment, Hardware/Software Shipment, Account Activation, Day 2 Support and Life Cycle Management (Automated Upgrades)

Instrumental in Customer Wins like Lloyds Bank, first customer to sign for CMCS followed by Clients like Bank Of China, Bank Of America and many others

Coordinated and drove Cisco Customer Assurance Program Calls with Lloyds, British Telecom (for Lloyds) that led to successful upgrades of 8700 Network Elements in record 3 months period without any failures and that set a track for other clients signing up for CMCS service

Represented from Cisco Operations team in handling customer concerns of sensitive accounts such as Verizon, Singtel, Nationwide Mutual Insurance Co, NTT, Bank Of China, Bank Of America etc towards successful resolution

Recognized in quarterly All Hands and Awarded for Individual Excellence, Most Valued Employee, Innovation, High Availability setup, Serviceability, Project Falcon (Drive Agility and Transform the way of doing Business) for delivering significant Process and Service Improvements.

Development Lead Cisco Systems – Network Assessment Jun’10 – Jul’11

Development Lead. Responsible for developing Cisco Network Assessment tool while taking care of following:

Develop SFS, PRDs and lead team in Concept Commit, Execute Commit and PDRR calls

Collaborated with Subject matter Experts, Product Management and Project management teams to ensure timely delivery of adopted solution

Ensure Quality code reviews are documented and tracked in Electronic Document Control Systems

Prioritize defects and serviceability features in Product Roadmap

Developed a light weight command collection and execution tool for Network Devices, which collected command outputs and transformed it into CNA readable format. It helped Developers and SMEs to simulate test beds and more accuracy in solution.

Contributed in developing automated solution for Catalyst switches to Nexus Migration

Awarded Individual and Team level awards through Individual Excellence for delivering successful releases (Orient Express Releases- OE3.0 – OE5.0)

IT Engineer Cisco - IT Nov’06 – Jun’10

As an IT Engineer, I worked on Unified Communications & IP Telephony and contributed towards:

Automation of Device Provisioning, User mapping, Cisco Unity and Cisco Unified Call Manager Platforms.

Develop Cisco WebEx integration with IP Telephony for unified Presence

Develop a module for Cisco Virtual Office solution

Develop Application Portfolio tool for managing Applications and related details (Owner, Priority, Upstream, Downstream Dependency, Business Owners, Approvals, Changes)

Create prototypes of User Interfaces to be demoed for Customers

Handle P1 issues and Provide Global Support for all IT infrastructure related issues

Assisting Product Managers define and prioritize Product Road Map, presenting product/technology updates and participated in client meetings.

1.Awarded for designing Most Intuitive User Interface – Call Manager, Host Management on two occasions by Direct Customer.

2.Awarded for Individual Excellence for Developing WebEx and Presence Integration, only team member from India

3.Idea on CVO with Wifi Dongle selected for Patent Registration

Development / Engineering Experience:

IT Engineer Cisco Systems - IT Nov’ 2006 – Jun’ 2010

Sr. Software Engineer Lucent Technologies Jul’ 2005 – Nov’ 2006

Software Engineer Mascon Global Limited Feb’ 2005 – Jul’ 2005

Software Engineer Bhrigus India Sep’ 2004 – Feb’ 2005

Software Engineer INFOMERICS Jan’ 2003 – Aug’ 2004

TECHNICAL AWARENESS

Tools/Technology/Domain/OS

Details

Speech/Voice Technology

IVR, VXML, Grammars, Avaya IR, Nuance Speech Recognition Engines, Speechify, TellMe Studio, GRXML

Programming Languages/Scripts

Java, Perl, HTML, Java Script, Dojo, JSON

OS

Windows, Linux, VMWare

Databases

Oracle, MySQL, Sybase

Network Management

Cisco Network Collector, CSPC, NOS Programs, NCCM, CMSP

Network Monitoring Tools

Nagios, Hyperic

Analysis Tools

Tableau, CSOne, Business Intelligence (Oracle), Remedy

Management tools

Microsoft Office, Power point, Excel, Rally, Smartsheets, Altassian work flows

INTERESTS

Reading & Writing – Creative, Contemporary, Human Behaviour, Psychology, War

Philanthropy - Personally associated with Asha Jeevan (Old Age Home), Akshay Patra ( for children)

Sports – Led corporate Volleyball team to successful wins in Inter corporate tournaments.

Represented team at State Level Volleyball Championship (Gold Medal Winner)

REFERENCES

Can be provided on request

US Business Visa: (Multiple Entry) Valid till 2016

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