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Manager Customer Service

Location:
Pune, Maharashtra, India
Posted:
September 14, 2020

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Resume:

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Shashikant Singh Page 1 of 4

Professional Summary

Leadership experience of 23 years, with roles that include Delivery Management, Principal Consultant and Infrastructure Solution Architect roles. Able to drive multiple large, cross-functional initiatives from concept to implementation. Knowledge across multiple capabilities including growth strategy, strategic planning, omni-channel integration, customer insights, analytics, merchandising, program/project management, business process design, and product development. Experience in end to end implementation of Oracle product from various geographies including USA, UAE, Australia, United Kingdom and Sweden. Managed complete life cycle enterprise application implementations with end to end responsibility for delivery including project lifecycle management, end user support, coach and mentor delivery team, and incident/risk management using best practices. Managed customer service process, improvements and proven ability to identify, expand and promote innovative ideas

Extensive experience on Cloud computing, Oracle /AWS setup and Architecture, Cloud setup and Management, Agile methodologies, solution architecture, designing, planning and implementation of applications both on premise and on cloud (Azure, Oracle and AWS) service module (IaaS, SaaS, PaaS), data processing, hardware platforms, enterprise software applications, database administration, data Insights and analytics, data warehouse, day-to-day operation for IT infrastructure, consolidation of data center, Disaster recovery. Well versed with TOGAF and DevOps framework and ability to bridge the best between business and IT at the enterprise level. Area of Expertise

Strategic Planning & Organizational Leadership Farming existing & New opportunity Technology Strategy, Direction and Roadmap Capacity planning, Data Modeling and Processing Business Process and System Integration Innovation, Solution, IT, Application and System Enterprise Architecture, SLDC E2E Implementation, Product Configuration IT Operations and Process Model Change Management, Agile and Waterfall Process and productivity improvement Deliver value to Customer, Shorten throughput times Key Skills

Management Leadership, Program and Delivery management, inception to release management, enterprise architecture management, Pre-Sales, Team management

Area of Interest Leadership, Strategy and planning, People Management, Product Engineering, innovation management, End to End product configuration and solution design ERP Oracle Product - Retail V16 on cloud, Packaged applications Tools/

Framework

DevOps, Hadoop, Open Source, ADM (for project estimation), ADF, JIRA, Splunk, Confluence, SharePoint, Jenkins, Bamboo, SVN, OATs, TOGAF, Oracle Data Integrator, Power Center Informatica, Oracle Migration workbench, ERWIN5 Middleware Oracle Fusion Middleware - SOA 11g/12c, OSB Databases Oracle 12c, SQL server, MySQL, Sybase, Teradata, DB2, MongoDB Shashikant Singh

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Shashikant Singh Page 2 of 4

Cloud/ OS Azure, Oracle and AWS, Linux, Unix, Windows Achievements

• Awarded best executive for outstanding contributions to client’s business outcomes for year 2016-17 & 2017-18

• Heading Center of Excellence for Oracle Technologies

• Awarded best Delivery Manager for 2011-12

Major Projects

End Client: Telstra (Australia), New Look (UK, London), ICA Sweden November 2014 till today Position Title: Delivery Manager and Technical Architect – Accenture Services Projects: Implementation of Oracle Retail Product and Customization Role and Responsibilities:

• Oracle Product configuration as per client need, map the product with business process

• Managed complete life cycle enterprise application implementations with end to end responsibility for project management and delivery.

• Identify the gaps in product and prepare the roadmap for implementation

• P&L management, Program managed team of Size 160+ engineers, analyst, managers and architects. Plan and conduct team appraisal, training plan and team activities to motivate.

• Evaluated & recommended the best technical solutions to migrate the application to AWS

• Solution Architecture, Database architecture, Data modeling, Oracle Cloud database creation and configuration, Capacity planning, performance tuning and server sizing, infrastructure management

• Created the architecture and created the Cloud Formation template to facilitate deployment.

• Provided complete infrastructure solution including configuration, BOM of Server & Storage.

• Elastic Load Balancer & configured HTTPS certificates & managed scalable & highly available systems on Oracle Cloud and AWS

• Setup a Virtual private cloud (VPC) & designed an effective backup strategy as per client requirements

• Managing project timelines, monitoring and tracking issue to closure, efficient resource utilization, defining best practices to ensure increase in productivity.

• Identify areas to improve existing processes and established new processes.

• Automate development life cycle with DEVOPS approach, build to deploy using Jenkins or Bamboo.

• Managing deliveries, innovation center, differentiators, accounts, customers and revenue targets. Projects/Deliveries Managed

• Solution Architecture for Oracle Retail product V16 – Telstra Top telecom in Australia

• Manage offshore team for Oracle Retail Product V14 implementation for one of the top Faison retailer New Look UK

• Manage Onshore technical team for Retail Product V14 for one of the top Swedish customers ICA Achievements:

• Successful implementation of Oracle Retail product V14 for UK retailer (22,000 Person days of effort, 160 people and 130+ interfaces)

• Strengthen the retail capability with reference documents, training materials and workshops Environment: AWS, Oracle Cloud, Auto scaling, ELB, SNS, Security, Red hat Linux, Oracle DB, Oracle Fusion Application/Middleware/SOA suite 12g, Oracle Product Retail V14/15/V16, IBM DataStage, TIBCO adf3a5@r.postjobfree.com LinkedIn +91-942-***-****

Shashikant Singh Page 3 of 4

Delivery Manager at Zensar Technologies Ltd December 2003 – November 2014 Oracle Retail Implementation and support – US, UAE, Migration project from PL1 to Java – Japan, STA – Charters Booking system – Australia, Caaarem project – Mexico

• Oracle Retail product: Implementation of Oracle Retail Product (RMS, ReIM, RPM, Alloc, Store, WMS, and Item Planning) and support. Datacenter consolidation, Disaster recovery, Server performance

• Migration /CAAAREM Project: Migration of Pl1 code into Java J2EE, Spring, backend as Oracle DB9i

• STA – Developed charters bus-booking system in Oracle D2K, Oracle DB 9i. Role and Responsibilities:

• Setup and manage onshore, offshore development team for Oracle Retail and Java J2EE

• Oracle Product configuration as per client need, map the product with business process

• Managed complete life cycle enterprise application implementations with end to end responsibility for project management and delivery.

• Projects and program Management, P&L management, Responsible for managing, planning and delivering product. Identify the gaps in product and prepare the roadmap for implementation

• Responsible for Developing, training, growing the team and conduct the team Appraisals as per company defined policy. Team building, motivation, monitoring and ensuring the organizations growth objectives as well as the career growth objective of the team members

• Extensive experience carrying Oracle DBA activities such as Oracle Database Server / Application server installation, upgrades, migration, configuration and Client/server connectivity

• Expert in database analysis, Logical and Physical Database Design, using Designer 2000, Database Integrity, Normalization, De–Normalization, Database Development, PL/SQL, Database monitoring, Database Performance tuning, Application tuning and query optimization

• Global infrastructure integration and provide leadership to IT and business team to access, plan coordinate and implement infrastructure integration of both legacy and ERPs infrastructure

• Member of Oracle COE (Center of excellence). Lead innovate center and perform Proof of concepts

• Release and Quality management – Manage and audit quality of deliverables using automated build, test and release management. Managing quality reports and issues, helping teams to resolve critical issues. Responsible for server sizing, manage database team, DB performance tuning, testing team

• Custom application and component build using Zensar’s framework “Solution Blue Print” (SBP)

• Reverse engineering the product to generate business process diagrams using designer 2000 Project work also includes migration / re–engineering / downsizing / enhancement of existing business application.

Projects/Deliveries Managed

• Manager onshore for Oracle Product Retail V13 – Wet seal fashion retailer in California, USA

• Manage offshore team Oracle Retail Support for Multiple client as shared service across US and UAE

• Manage Onshore technical team for Oracle Product Retail V12 for one UAE Retailer

• Manager offshore for PL1 and CAAAREM project for Japan and Mexico region

• Technical Lead for STA project Sydney, Australia Achievements:

• Received best delivery manager award.

• Managed and delivered Fusion data security design, implementation using setup and common components consumed by set of products.

• Managed and maintained high quality standards, Charters bus system was only product to pass 100% QA cases in round one testing.

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Shashikant Singh Page 4 of 4

• Successfully managed end-to-end release of Migration and CAAREM project awarded as best manager.

Environment: Red hat Linux, Oracle Product Retail V14/12/13, IBM DB2, Oracle Fusion middleware, D2K, SCO Open server R5, SCO UnixWare 7.2, IBM AIX 7.1, Oracle Database Certifications

Prince2® Agile Scrum Master

ITIL V4 Project Management

Software Quality Assurance RDBMS Concepts

Blog/Articles/Presentations

Cloud Computing – Easy to move to Cloud Server sizing - A brief approach Big Data - A brief introduction Key Difference - Data Lakes VS Data warehouse Education

Master of Computer Applications (M.C.A.) (Jun-91 Jun-94), Barkatullah University, Bhopal India.

Bachelor of Science (B.Sc.) From Barkatullah University Bhopal India. Employment History

Accenture Services Pvt. Ltd., Melbourne (Australia) and Pune (India) as Software Engineering Manager since Nov/2014 till date.

Zensar Technologies Ltd., Pune, India as Sr Program Manager - Dec 2003 to Nov 2014

Deloitte (A.F. Ferguson & Co.) New Delhi, India as Sr. System Analyst -July’1997 to Nov 2003.

NSML (Oswal Group), Bhopal, India, as Programmer from Apr-95 to June-97.

Computers & Computer's, Bhopal, India as Software Engineer from Jul-94 to Mar-95.



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