Project/ Program Manager

Rangapriya Iyengar

Email : ****************@*****.*** Mobile : +1-919-***-****

EXECUIVE SUMMARY

•Sr. Leader - Global IT Services w/ proven track record of 20+ years in leading Program/ Project management of IT Infrastructure Management Services ;

•Projects TVC- 110M USD & matrix Teams 1250+ FTEs (incl. 12-15 DRs - global Subject Matter Experts, Project Managers), Global Clients, reporting directly to COO/ CIO/ MD/ Sr. Director & Regional Head;

•Managed essential operation components, such as policies, processes, equipment, data, human resources, Business Financials (P&L) & vendor contacts, for overall effectiveness using Project Management – Process Groups & Knowledge Areas & PM Methodologies (viz; PMI's BOK, Waterfall, Agile, Hybrid, Scrum, Kanban);

•Have in-depth knowledge of Data Science & Business Intelligence & been a part of Organizations in different stages, led projects on driving Data Strategy working on success factors transforming Organization to "Data driven";

•Proficient in Data Analytics (Descriptive, Diagnostic, Predictive & Prescriptive) of Data mining (ETL), Scrubbing, Data management & Data Presentation/ Visualization (Adv. Excel, Tableau, R, Python, REST, ML, AutoML, CI/CD, Alteryx);

•Lead Entire Life Cycle of Projects from Inception, Designing Solutions, Pre-sales, Deals sign-off, define & implementing Transition strategy, Modernisation (from Client Legacy systems) & Transformation through Steady state of Operations;

•Successfully scaled projects (both Capacity & Capability of resources) & built teams incl. IT Infrastructure using Oracle ERP, managed Transition of Enterprise functions incl. Project management of O2C (planning Demand & supply, Accounting, Financial & Procurement Projects) from Scratch saving Millions of USDs for Clients;

•Effective & Influential communicator (with C-Suite, Stakeholders, Sponsors, Steering committee) with proven to be Analytical, Organized, highly motivated & detail-directed /data-driven Problem Solver ability to deal with complex situations & deliver success onsite projects in US; A Quality consultant with knowledge of MITA, HIPAA, TQM, ISO & Process Audits;

•Implemented Business Excellence models viz. CMM, eSCM, EFQM, Malcolm Balridge & Excellence initiatives e.g. CSAT, ICSAT, Operations Self Assessments (Health checks), Transition Methodology;

EDUCATION

Degree/ Diploma

Institution / University

Awards/ Achievements

Executive MBA (Finance)

Symbiosis Institute Of Business Management (SIBM)

Distinction

Graduate Diploma in Software Engineering

National Institute of Information Technology (NIIT)

Outstanding

Bachelor of Science

Andhra University

Gold-Medalist

PG Diploma in Systems Management

National Institute of Information Technology (NIIT)

Gold-Medalist

High School (8th to 12th Grade)

Central Board of Secondary Education

Best All-Rounder

CERTIFICATIONS

•Certified PMP® (PMI), Certified WIPRO® PMP

•Certified Scrum Master

•Certified ITIL® V2 Service Manager, ITIL® V3 Expert

•Certified Six Sigma® Black Belt

WORK HISTORY

From – To

Organisation

Designation / Role

Jul ‘24 – Till date

UBS (Union Bank of Switzerland) - Contractor

Management Consultant (Workforce Management)

Mar ‘24 – Jun ‘24

US Banks & Pharmaceuticals - Contractor

Management Consultant (Governance/Program Management)

Apr ‘23 – Dec ‘23

TATA Consultancy Limited (US) - F/T Employee

Program Director – (Cluster Lead - IT & ITES Services)

Aug ‘21 – Apr '23

WIPRO (US) Limited - F/T Employee

Global Delivery Manager – (IT Infrastructure & EUC)

May ‘15 - Jun ‘21

INNOVATIVE Systems & Solutions Private Limited - F/T Employee

Head of Operations (incl. Workforce & Business Strategy)

Feb ’09 – Mar ‘15

IBM India Private Limited - F/T Employee

Delivery Project Executive (IT Infra & Application Services)

Aug ’04 – Jan ‘09

INFOSYS BPM Limited - F/T Employee

Senior Process Manager (BPM Services)

Jul ’00 – Jul ‘04

HINDUJA Global Solutions INC - F/T Employee

Operations Manager (Technical Helpdesk & EUC Services)

TECHNICAL SUMMARY

Platform

WAN-LAN Admin./Support/Network/System Admin.,Unix,Linux, Hpux, Solaris, Intel, DBA support(Oracle, DB2)

Middleware

Webhosting, Weblogic, Mainframe Storage (MVS, CICS,), SAN, NAS, Backup & Restore, PCM (Midrange)

Skillsets

AMS/ADMS(SAP), MS, CRM (Sales Force, Oracle ERP /Netsuite), Sharepoint (Nintex), Sql (Cube), Mobile apps,

LANGUAGES

COBOL, dBASE, Foxbase, Foxpro, Clipper, C, VC, VC++, Java, ASP, PHP, Netapp (MSP)

RDBMS

Oracle OWB, Oracle BI, Sybase 10, Informix, PL/SQL Server, SQL*Loader

UTILITIES

Service Now, Amazon Connect, Citrix, Office tools (Remedy Thick & web based clients), CorelDraw

GUI

Oracle Forms 4.5 / 6i, Reports 2.5 /6i, PB 4.0, 5.0, VB 5.0, Smart Cloud offerings

KOS

UNIX, Solaris 2.x, Windows NT 4.0 / 2000, Windows XP, Windows 7, MS Office (Word, Excel, Powerpoint)

CLIENTELE :

Peabody, Enbridge, Northern Trust, Nisource, Biogen, L&T, American Express, HDFC Bank, City Bank, Capgemini, Office of Professional Medical Conduct (OPMC-NY) New York State, Department of Health, Hartford, AT&T, KPMG, Diageo, Metropolitan Transportation Authority (MTA-NY) New York State, Department of Transportation, Cisco, Ingram Micro, Fidelity, Pinnacle, Yahoo, Verizon, Citibank, Bank of America, Wells Fargo

AREAS OF EXPERTISE

•A result-oriented, performance-oriented, customer-focused services leader with a very strong work ethic, able to demonstrate excellent IT Program Management, negotiation, communication, and problem-solving skills.

•Created simple to complex project plans, timelines and work breakdown structures using project management tools;

IT Infrastructure management:

•Traditional Infrastructure: Hardware – Servers (Midrange /Mainframes), Virtual Servers, PCs, Routers/Switches (Cisco, HPE/HPI) & Cables. Software - Operating Systems (OS) – UNIX, Linux, HPUX, Microsoft (MS). Network management - internet connectivity, network enablement, firewalls, and security. Storage management & Backup recovery;

•Cloud Infrastructure - components & resources, Private cloud, public cloud - Alibaba, Amazon, Google, IBM, or Microsoft & Hybrid cloud, Solutions;

•Hyper-converged Infrastructure - managed End User computer, network, and data storage resources from a single interface. With software-defined computer and data storage bundled together, supported more modern workloads with scalable architectures on industry-standard hardware;

•OS management, Cloud management, Virtualization management, IT operations management: BPM, IT automation, Container orchestration, Configuration management, API management, Risk management;

•Data Centre Management: Expert in building either a primary or secondary data center from the ground up. (a) Monitoring services (b) Administration services (c) Diagnostic & Trouble Shooting services (both physical & Cloud). For effective problem resolution, employ both remote diagnosis/resolution & onsite support;

•IT Service Desk incl. Field Services: IT service requests & other technology issues. Help desk, asset management & vendor management (Netapp), Integrating business processes into the IT service management (ITIL standards), support & delivery of projects, automated through workflows;

•End User Computing Services EUCS: Desktop management (MAC & Windows), laptops & peripheral devices, Network Security, anti-virus management, LAN management & client recovery services;

•DevOps practices – Toolchains (Coding, Building (Jenkins), Testing, Packaging, Releasing, Configuring, Monitoring). Source code management and continuous delivery (for IT Performance improvement), Metrics - Change Lead Time or Cycle Time, Deployment Frequency, Change Failure Rate (CFR), Mean Time to Recovery (MTTR);

•Effectively identified and resolved system or business process/project;

•IT Service Management (Generic): Technical & functional support for application issues during incidence response management of client’s end-user; identification, prioritization of level 2 & 3 technical troubleshooting & resolution of reported problems, risk & vulnerabilities management (Netapp);

IT Application Management: Project management, Agile, Scrum, and Kanban. Done strategic planning with good understanding of roadmap development. Written and presented effective project materials, including presentations and status reports;

Project Management Methodologies (PM BOK) - Management of policies, processes, equipment, data, human resources, & external contacts, targeting on smooth & noise-less IT Services (Maintenance / Support) & Delivery with a strong hold on Deployment, Release, Incident, Change & Problem management (ITIL Principles). Key highlights - Automation, Revenue (Billing), Attrition, Project Metrics, Service levels (SLAs / KPIs /OKRs), Quality, Productivity & TAT with agreed efficiency & staffing, Balanced Score Card creation, Knowledge Management;

Data Analytics : 5 use cases - Recommender systems (information filtering systems -Collaborative or Content-based- Tendril - Hybrid), Credit scoring/FICO - Business Lending - Complex Statistical financial technology & ML, Dynamic Pricing - linear models & classification trees, Customer Churn - support vector machines, random forest or k-nearest-neighbors algorithms, Fraud detection- complex data lookups & decision algorithms written in R and implemented in PHP;

•Snowflake - access Data Cloud, creating a solution for data warehousing, data lakes, data engineering, data science, data application development, & data sharing; Big data, Hadoop, Spark;

•CMS /WCMS (Sitecore) - Helping customers in creation, editing & production of digital content: web pages, blog posts etc. managing an overall digital experience across many different channels, such as email, mobile apps, social media, web sites, and more. Solutions like; Presentation, Integration, Commerce, Personalization, Analytics, Governance, Multilingual support, Scalability/ Performance/ Stability, Training/vendor support;

•CRM software (Salesforce, Oracle Cloud Netsuite & ERP for IT Applications / Technical /Operations environment;

Account/Operations Management:

•Business Transformation – decouple and design customized middle and back-office functions. Through solutions such as re-engineering of processes, Lean methodologies and technology capabilities, reduced duplication of effort, adherence to standards, interoperability among organizational & external entities. Single point of contact for Customers (Cluster) for all escalations related to the responsibility;

•SOW, DOU agreements, Sub- contracts, Business case creation, Risk Assessment & sign-off to forge alliances/ partnerships for account growth/ sustenance, Presales & Procurement;

•Client / Stakeholders Relationship Management, Escalation management & Communication planning /management. Structured review of projects (PMI) & audits projects (process compliance) & fix the gaps with corrective actions;

•Team Management – Hire, Train & Retain resources, Motivate, A&Rs, Career planning, Performance feedback & counseling. Attrition Management, Create capability, Conflict Management;

•Lead Business Financials (P&L) - Cost Estimating, Planning, Cost Budgeting, Cost Control, Monitoring, & Reporting.

•Project scoping, WBS (planning, design & implementation), Risk & mitigation management, DRP planning;

•RFIs, RFPs, RFQs, Bids, Due Diligence, Architecture / Design, build Transition & Transformation Strategies (incl. Resource Ramp-up plans, Cost Estimations, Phase completion, KT Plan/Assessments & Cutover activities;

EMPLOYMENT HISTORY

TATA Consultancy Services Ltd. Program Director Apr 2023 – Dec 2023

•Keeping clients (cluster) satisfied with the company's IT services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets as Single point of contact for Customers.

•Responsible to manage core IT Infra tracks incl. OS, Storage and backup services with guidelines of Program Management, customer relationship towards forging new business opportunities in IT Infrastructure services

•Recommend strategies, policies, and procedures. Co-ordinate Business transformation activities with the client.

WIPRO (US) Ltd. Global Service Delivery Manager Aug 2021 – Apr 2023

•Manage Resource vendors for Staff Augmentation for both Managed Services (Fixed price, & T&M Projects, Dispatch Partner to support additional sites not staffed by FTE/Contractors

•Demonstrated starting and growing an engagement across Application and Infrastructure services.

•Demostrated Change Advocacy, Influencing others, Political Savviness, Business acumen & Outcome-driven, Strategic thinking.

INNOVATIVE Systems & Solutions Pvt. Ltd. Head of Operations May 2015 – Jul 2021

•Established entire Operations of the Organisation incl. Delivery, HR, & Account Management Departments.

•Heading the Workforce Performance Operations (WPO), Project scoping, WBS (planning, design & implementation), Risk & mitigation management, Communication planning, Branding & Hosting counterpart of Sales & Marketing

•Client Presentations (with CEO & MD), Competition studies/analysis & highlight on major Deal-breaking points.

IBM India Pvt. Ltd. Delivery Project Exec. - Program Manager Feb 2009 – Mar 2015

•Successfully implemented Global Delivery Framework (GDF) for Business excellence -Train & Deploy processes as per PM BOK. Overall cost savings of 100s of Million USD across the Globe.

•Implemented Automation using Cognitive computing (coding) & RPA (Blue Prism) & deployed 100s of BOTs, saving around 245 M USD for the Clientele Globally.

•Designed & deployed 9-Cell model of Governance Strategy for FSS aligning Core Business with IT Dept.

•One of the LT-100 (Leadership Team-100), comprising of top 100 leaders of IBM India for 5 consecutive years.

INFOSYS BPM Ltd. Sr. Manager / AVP – Operations Aug 2004 – Jan 2009

•Set-up the Infosys Manila office with Delivery/Operations for a Ingram Micro (US Client) under my Delivery leadership in 2006-2007. Project - Transition Planning & Implementation, Resource Hiring, KT to Steady state of IT Delivery. Key driver to retain & extend the contract of Infosys with Ingram Micro by 5 years. Worked on Ingram Micro Logistic (IML, SCM) & WMS tools.

•Was a Founder member of Infosys COE – a forum designed to cater to all new innovations & automations in FP&A processes & later extended the best practices across other Verticals too.

HINDUJA Global Solutions Inc. Operations Manager Jul 2000– Jul 2004

•Lead IT Service Desk, Technical Helpdesk, End User Services Management – Telecom & Healthcare Operations.

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