Manager Project

Core Competencies

Service Delivery

Program / Project Management

Portfolio / Account Management

Global & IT Transformation Solutions

Digital Transformation

Client Engagement / Stakeholder

Management

P&L Management

Risk Mitigation

Team Building & Leadership

An accomplished professional, targeting senior level assignments in Program Management / Delivery Management with an organisation of high repute Profile Summary

A competent professional with nearly 19 years of rich experience in IT Delivery Management, Program Management and Application Development & Support along with providing Digital Transformation solutions that engage executive management and diverse teams Creating IT roadmaps to align with the vision and strategy of the Organization. Successfully migrated complex programs to Cloud and also successfully Implemented Cloud Native Architecture solution using Micro Services, Implemented DevOps Solutions to complex Environments, Successfully helped the customer in building Business Intelligent Programs using Data Science and helped in implementing Innovation and Automations programs.

Successfully turnaround delivery of account (CCC), by stabilising the environment within 2 months’ time.

Insightful understanding of ITIL Framework and rich experience in Implementation of the processes.

Excellent track record in Delivery Management as per committed SLA, KPI and SOW for multiple projects for large global clients across Digital Transformation Programs

Expertise in analyzing IT support process deficiencies and driving efficiency improvement (SLAs) and cost management

Managed ISO 20K audits in various project with best practices. Education

B.E. in Computer Science from Madras University in 2000 Certifications

AWS Certified Solutions Architect – Associate

Professional Scrum Master

ITIL MALC/Expert

Vignette Certified Solutions Programmer

IBM Certified WebSphere Application Server ND v6.0 Administrator Trainings Attended

AWS Architect Training conducted by AWS

Vignette Training conducted by Vignette Corp.

WPS Training conducted by IBM

Professional Trainings in WAS, Template Development Strategies and Oracle DBA

Soft Skills Career Timeline

M.S. Balaji

Digital Transformation ~ Delivery Management ~ Program Management adcpbl@r.postjobfree.com +91-979*******

Change Agent

Motivational

Leader

Thinker

Collaborator

Communicator

Planner

B.E. in Computer

Science from

Madras University

Satyam Computer,

Chennai as

Associate

Consultant

Cognizant

Technologies

Solutions India Pvt.

Ltd., Chennai as

Associate Director

2000 Nov’00 – Jan’07 Feb’07 – Sept’19

Work Experience

Cognizant Technologies Solutions India Pvt. Ltd., Chennai as Associate Director Feb’07 – Sept’19 Satyam Computer, Chennai as Associate Consultant Nov’00 – Jan’07 Key Result Areas:

Defining and ensuring delivery service standards and guidelines, governance structure, best practices for software delivery life cycle (SDLC) & documentation that serve as benchmark for excellent service delivery Leading complete portfolio of projects including budgeting, planning, vendor selection and execution of program Developing strategic partnerships with customer and other internal stakeholders; understanding the business function & requirements and underlying business value to provide the efficient & cost effective services Acting as primary point of contact for escalations; monitoring & ensuring client satisfaction Implementing strategic initiatives related to new/enhanced products, toolsets and applications Contributing in IT Budgeting and Cost Planning for new projects, hardware upgrades & AMCs Managing resource planning, technical direction, effort estimation, tracking, risk management & mentoring Steering end-to-end delivery of the program, meeting internal and external objectives Implementing project plans within pre-set budgets and deadlines; formulating operating budgets to ensure optimum utilization of available funds towards the accomplishment of overall objectives Driving end-to-end delivery, vendor/partner strategy and implementing a framework to influence & ensure vendor/partner satisfaction

Developing high level designs documents with the prescribed functional & non-functional requirements; providing implementation, post-implementation, maintenance and enhancement support to the client with regard to the product / software application

Monitoring & guiding the team in tailoring metrics to bring out Key Business Drivers, Critical Success Factors and Value Additions

Participating in Internal Quality Assurance meetings and audits Finding new business opportunities, understanding As-Is challenges, converting leads into business deals, monitoring strategic account planning, strategy formulation, offering value-adds, and taking ownership of RFP response Highlights:

Cognizant Technologies Solutions India Pvt. Ltd.

Worked with both the CTO and Global Delivery Head in defining the Digital Transformation Strategy roadmap. Deployed cloud native solutions and migrating basic workloads to Cloud enabling end-to-end Digital transformations Revamped the project delivery status from Red to Green within 2 months of taking over the project, thereby reducing customer escalation for CCC

Augmented the FLR rate of the Service Desk from 50% to 68% with in a very short span and achieved the customer target of 60% for StateAuto Finance Corp. project

Implemented Application Portfolio Rationalization in Puma Energy Rolled out project performance metrics reporting, implemented profitability improvement plans, and enhanced operational efficiency

Introduced Service based delivery for Swiss Re Program and helped SwissRe in cost saving during 2009. Steered consistent, high quality deliveries from the offshore development facility resulting in a client satisfaction Created BI Reported for the customer using Data Science and Saved 50K per Month cost for the customer. Successfully implemented (for StateAuto Finance Corp. project): o ServiceNow, Emite & Zenoss tools

o Automation Anywhere and ensured self-healing of incident for critical SOP’s using Bots Successful in reorganizing, streamlining & strengthening existing operations, identifying inefficient processes and implementing reliable and cost-effective solutions to improve quality and ensure on-time delivery Implemented eyeShare and Automation Anywhere which resulted in a 20% reduction in the operation cost for the customer

Scored full 5 for the CSAT rating from the customer for all the years Maintained Delivery Index above 3.7 out of 4

Awards Received:

o Best Service Delivery Award in Jun’10 for Swiss Re project o Best Service Delivery Award in Aug’08 for MetLife Insurance project Satyam Computers

Successfully launched 5 official corporate portal on the same day Successfully improved the performance of GM OnStar Search Engine under 3 second and met the customer target of 5 second

Worked closely with the customer Architect in defining GM OnStar Architecture Created user friendly portal for the customer to manager their corporate Webportal Managed and developed the critical application for the customer business in Java platform for Cigna customer Technical Skills

Cloud: AWS, Azure

RPA Tool: Automation Anywhere, UI Path

CI Tools: Jenkins

Process / Framework: ITIL, Scrum Master

Languages: Java 1.3, TCL, TSL, XML, HTML, Unix Shell, JavaScript, PL/SQL, JSP RDBMS: Oracle

Application Servers: IBM WebSphere, IBM Portal Server, Java Web Server 2.0, WebLogic Tools & IDE: WinRunner 6, LoadRunner 6.1, TestDirector7, SiteMinder 4.6, Putty, Eclipse, CVS, IIS, Apache Tomcat CRM: Vignette 7.0, VBCS 5.6.3

Personal Details

Date of Birth: 12th October 1977

Languages Known: English, & Tamil

Address: No 3A, I Street, Sivaprakash Nagar, Puzhuthivakkam, Chennai – 600091

~ Refer Annexure for Project Details ~

Annexure

Cognizant Technologies Solutions India Pvt. Ltd.

Client: CCC, CUNA Mutual, AmFam, Motorist, GAIC, Nationwide ; Period: Nov’18 – Sept’ 19 Role: Service Delivery Director

Description: Managing the end-to-end delivery and customer relationship management Highlights:

Successfully completed the Transition for GAIC and Nationwide accounts. Reduce the tickets volume and shared the productive gain with the customer. Stabilized the account and managed the escalation from the customer. Accomplished 100% SLA adherence (here is no penalty paid to the customer) and achieved 95% resource retention Implemented quality control processes and brought in efficiency in delivery Initiated the Application Portfolio Rationalization Transformation Client: Puma Energy; Period: Nov’17 – Nov’ 18

Role: Service Delivery Manager

Description: Managing the end-to-end delivery and customer relationship management Highlights:

Implemented Business Intelligent using Data Science on Azure and saved huge dollar along with identified the leakages in the system

Started the AI Program POC in the customer environment Managed Agile development & Application Support maintenance programs without any issues Initiated the Application Portfolio Rationalization Transformation Client: StateAuto Finance Corp.; Period: Aug’16 – Oct’17 Role: Service Delivery Manager

Description: It was an ITO engagement with approximately $100MN, provided end-to-end Infra support. It was 24*7 support. Highlights:

Implemented quality control processes and brought in efficiency in delivery Achieved reduction of the ticket inflow by 10% every months for the first 5 months of the steady state Successfully implemented DC Migration Transformation of the Customer DC Improved delivery score from 1 to 3.11 in a span of few months Accomplished 100% SLA adherence (here is no penalty paid to the customer) and achieved 95% resource retention Client: CCC, MetLife ($10 MN Accounts); Duration: 36 Months Role: Service Delivery Manager

Team Size: 200 Members

Description: Supporting 24*7 NOC Support, L1 Team, Network, Backup & Storage, Middleware, Database Server Support, DevOps, SCOM Activities, Batch Support & Mainframe Operations Highlights:

Implemented DE framework

Performed automation

Client: TIAA, SFG, AFLAC, MetLife ($9MN Accounts); Duration: 24 Months Role: Service Delivery Manager

Team Size: 150 Members

Description: Supporting 24*7 Batch Support, Scom, FTP, Mainframe Operations, DBA Highlights:

Implemented DE framework

Changed the customer perception from one of the worst to one of the best Service Delivery Team Client: Swiss Re ($7 MN Account); Duration: 36 Months Role: Service Delivery Manager

Team Size: 85 Member Team

Description: Supported 24*7 Batch Support, Middleware, Automation, DBA, Lotus Notes, Deployment and Configuration Management Highlights:

Received Customer rated this project as the best in entire Swiss Re organization Implemented Unit base pricing for the first time

Client: MetLife Insurance ($7MN Account); Duration: 15 Months Role: Project Manager

Team Size: 80 Member Team

Description: Supported Server Support, Middleware, Lotus Notes, Vignette Content Management, Monitoring and Capacity Management Highlights:

Implemented the DE framework

Administered the ISO 20K audit in the first cycle in Chennai Satyam Computer

Client: GM; Duration: 19 Months

Role: Program Manager

Location: US (Onsite)

Technology Used: VBCS, Java, XML, Oracle 9.2, SHTML, Cognos Client: CIGNA Corporation, USA; Duration: 9 Months Role: Technical Project Manager

Location: US (Onsite)

Technology Used: Java, Servlet, JavaScript, SQL Server Client: American Red Cross, USA; Duration: 3 Months Role: Technical Project Manager

Location: US (Onsite)

Technology Used: Java, Servlet, JavaScript, SQL Server, WebSphere Client: Caterpillar Inc., Peoria; Duration: 10 Months Role: Technical Project Manager

Location: US (Onsite)

Technology Used: JavaScript, Vignette, TCL, Oracle 8i, IBM HTTP Server, WebSphere Application Server, Vignette (JSP) Client: Nissan, USA; Duration: 4 Months

Role: Project Leader

Location: Chennai

Technology Used: JavaScript, Vignette, TCL, Sun Solaris, Oracle 8i, IBM HTTP Server, WebSphere Application Server, Vignette (JSP) Client: TRWAuto, Detroit; Duration: 19 Months

Role: Project Leader

Location: Chennai

Technology Used: Vignette, TCL, Sun Solaris, Oracle Client: iLabs, India; Duration: 2 Months

Role: Module Leader

Location: Chennai

Technology Used: ASP, HTML, Java

Client: TRW, Detroit; Duration: 9 Months

Role: Team Member

Location: Chennai

Technology Used: Story Server, TCL, Sun Solaris, Internet Information Server, Oracle 8i

Contact this candidate