Priya Email : adn0vy@r.postjobfree.com

Mobile : +1-732-***-****

●Sr. Leader - Global IT Services with strong understanding of business & a proven track record of 20+ years in Program/ Project management of IT Services Management (incl. IT Infrastructure Management, Applications / DevOps Production & Support, IT Service Desk, IT Field Services (incl. support /Asset management), End User Services, End User Computing Services, Technical Helpdesks & BPM Operations); w/ cross-functional / global SME PMs with diverse backgrounds;

●Projects TVC- 110M USD & matrix Teams 1250+ FTEs (incl. 12-15 DRs - global SME PMs), US, EMEA & APAC Clients, reporting directly to COO/ CIO/ MD/ Sr. Dir. & Regional Head;

●Some of the popular Clientele during my tenure were as follows: Innovative Systems & Solutions: (L&T, American Express, HDFC Bank, City Bank, Capgemini), IBM: (*OPMC-NY, Hartford, AT&T, KPMG, Diageo), Infosys: (*MTA-NY, Cisco, Ingram Micro, Fidelity, Pinnacle, Yahoo), Hinduja TMT: (Verizon); *Office of Professional Medical Conduct (OPMC) New York State Department of Health. *Metropolitan Transportation Authority (MTA) New York;

●Management of essential operation components, such as policies, processes, equipment, data, human resources, Business Financials (P&L) & external contacts, for overall effectiveness using Project Management – Process Groups & Knowledge Areas & PM Methodologies (viz; PM BOK, Waterfall, Agile, 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";

●As Data Analyst worked on 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;

●Projects on 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 through Inception of the projects, Designed Solutions, Pre-sales, Deals sign-off, defined & implemented Transition strategy, Planned & implemented Transformation (if any) to Steady state of Operations;

●Transition & Transformation Management – RFIs, RFPs, RFQs, Bids, Due Diligence, Solutions - Architecture / Design, Build T&T Strategies, Execute & implement;

●Exposure in CRM software (Salesforce.com, Oracle Netsuite) for IT Applications / Technical /Operations environment;

●Successfully scaled projects (both Capacity & Capability of resources) & built teams & IT Infrastructure using Netapp, from Scratch saving Millions of USDs for Clients;

●Effective & Influential communicator (with C-Suite) 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;

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 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

Citrix, Office tools (Remedy 4.0, 5.0, 6.0. Thick & web based clients),Service Now, CorelDraw/PageMaker

GUI

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

OS

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

CERTIFICATIONS

●Certified IBM PM & certified PMP (expired in 2006 renewal in progress)

●SAFe certification in progress

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

●Certified Six Sigma® Black Belt

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)

KVS (Central Board of Secondary Education)

Best All-Rounder (12th grade)

WORK HISTORY (incl. Countries where deployed for Projects)

From - To

Tenure (Yrs)

Organization

Designation / Role

May ‘15 - May ‘21

6.1

Innovative Systems & Solutions Pvt. Ltd. (ISSPL)

(US - NJ, NY, NC & India)

Head of Operations (Workforce & Business Strategy)

Sep ‘18 – Nov ‘18

3 months

UNISYS India Pvt. Ltd.

(Global Clients & India)

Country Head/Centre Manager – FES Operations

May ‘18 – Jun ‘18

2 months

WNS Global Services Pvt. Ltd.

(US & India)

Sr. Group Manager (AVP) - Operations

Feb ’09 – Mar ‘15

6.2

IBM India Pvt. Ltd.

(US - (NY, TX, IL), CN, UK & India)

Delivery Project Executive (Prog. Manager)

Aug ’04 – Jan ‘09

4.5

INFOSYS BPM Ltd.

(US - (NY, NC), CN, Philippines & India)

Sr. Process Manager (AVP) – BPM

Jul ’00 – Jul ‘04

4

Hinduja TMT/Hinduja Global Solutions Inc.

(US-NY & India)

Operations Manager (Tech. Helpdesk & EUS)

Area of Expertise - IT Services (IT Infrastructure management & DevOps App. Production & Support)

●As Delivery Head performed IT Service Delivery Management – IT Services (ITBM / ITSM)– (Multiple Accounts/ Towers) - IT Infrastructure management, IT Applications / DevOps - Production & Maintenance Services;

●IT Infrastructure management: Managed different types (Traditional / Cloud & Hyperconverged) under various Verticals; Traditional Infrastructure - Hardware, Software, Network management, Storage management & Backup recovery; Cloud Infrastructure - Private cloud, Public cloud, Hybrid cloud, Solutions; Hyperconverged Infrastructure - End User compute, network, and data storage resources from a single interface; Management of OS, Cloud, Virtualization, IT operations, IT automation, Container orchestration, Configuration, API, Risk, Data Centre; IT Service Desk incl. Field Services; End User Computing 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).

●Software/ Application Production & Support: Have led & managed PMs, SMEs, Scrum Masters to support development teams throughout the SDLC/ STLC using Waterfall, Agile, Scrum (ceremonies viz; Daily standups, Sprints, Reviews & Retrospectives), Kanban methodologies. Well versed with JIRA & working knowledge of Rally in line with PM BOK methodology.

●Agile Metrics - Types (Lean, Scrum, Kanban); Sprint burndown, Velocity, Lead & Cycle Time, Code Coverage, Static Code Analysis, Release NPS, Cumulative Flow, Failed Deployments & Defects Escaped;

●IT Service Management (Generic):

·As a Program Manager, provided 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);

·Managed Team of Sr. Techies/ Engineers of multiple domains e.g.; WAN-LAN Admin./ Support /Network / System Admin., highly skilled in sales of Computer Hardware, Servers, Software, Security (incl. Operations) & Networking equipment;

·Management of essential business/ operation components, such as policies, processes, equipment, data, human resources, & external contacts, for overall effectiveness using Project Management Methodologies (PM BOK);

·Reduced duplication of effort, Ensure adherence to standards, enhanced the flow of information throughout an information system, promoted adaptability necessary for a changeable environment, ensured interoperability among organizational & external entities, maintained effective Change management & Release Management policies & practices;

·Driven Organisation’s methodology, using PM BOK best practices, targeting on smooth & noise-less IT Services (Maintenance / Support) & Delivery with a strong hold on Deployment, Release, Incident, Change & Problem management (ITIL Principles);

·In-line with PMI principles, targeting on smooth & noise-less operations - key highlights - initiate & manage Automation, Revenue (Billing), Attrition, Service levels (SLAs / KPIs), Quality, Productivity & TAT with agreed efficiency & staffing;

·Enable clients to transform their businesses – help decouple and design customized middle and back office functions. Through solutions that re-engineer processes, Lean methodologies and technology capabilities;

·Benchmark against industry best practices & driven/ managed Change within delivery structure & service operations;

·SoW creation / Risk Assessment & sign-off - implement changes as & when the Client requirements change;

·Growing the OAM (Ownership Accountability Matrix) for Processes / Services from Virtual team (offshore) to End to end models;

·Lead Service Management & Accounts’ steering committee meetings & Lead task forces to complete SBU level initiatives;

·Influence SOW/ DoU - teaming agreements/ sub- contracts to forge alliances/ partnerships for account growth/ sustenance;

·Conduct structured review of projects (PMI) & audits projects (process compliance) & fixes the gaps with corrective actions;

·Use PMP methods / tools WBS (work breakdown structures, processes) to plan, monitor & schedule work;

·Client / Geo partner / Stakeholders Relationship Management, Escalation management & Communication management;

·Team Management - Train & Retain resources, Motivate, A&Rs, Career planning, Performance feedbacks & counseling;

·Management of essential business/ operation components, using Project Management Methodologies (PM BOK);

·Lead the Business Financials (P&L) - Cost Estimating, Planning, Cost Budgeting, Cost Control, Monitoring, & Reporting;

·Project scoping, WBS (planning, design & implementation), Risk & mitigation management,

·SoW creation / Risk Assessment & sign-off - implement changes as & when the Client requirements change

·Escalation management & Communication planning, Client / Geo partner / Stakeholders Relationship Management

·Transition & Transformation Management - RFPs / RFQs / Bids / T&T Strategies/ Solutions / Due Diligence

·People Management, Attrition Management & Create capability – Service Delivery & Account Management

·Business Excellence, Quality Management & Services SLA management as agreed in SoW

·Ensure Disaster recovery without disruption of operations – DRP plan implementation

WORK EXPERIENCE (Split Organization-wise )

May ’15 –Apr ’21 Innovative Systems & Solutions Pvt. Ltd.

Head of Operations

.

●Established Delivery, HRBM, & Account Management Depts.

●Ran IT Service Delivery Management – IT Infrastructure, DevOps & Apps (Detailed in the above section)

●Management of essential business/ operation components using Project Management Methodologies (PM BOK);

●Lead the Business Financials (P&L) - Cost Estimating, Planning, Cost Budgeting, Cost Control, Monitoring, & Reporting;

●Project scoping, WBS (planning, design & implementation), Risk & mitigation management, Communication planning

●Head the Workforce Performance Operations (WPO) leadership;

●Sr. Management Team Member – Operations (ITES) Branding & Hosting counterpart of Sales & Marketing

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

Feb ’09 – Mar ‘15

IBM India Pvt. Ltd

Delivery Project Exec. - Program /Project Manager

●As Account Delivery Head to run IT Service Delivery Management - Multiple Accounts (Detailed in the above section).

●As Delivery Manager, 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 all the 3 regions Globally (US, APAC, EMEA).

●Implemented Automation using Cognitive computing (coding) & RPA (Blue Prism) & deployed 100s of BOTs, saving around 245 M USD (b/w 2011-2018) for the Clientele across the 3 regions (US, APAC, EMEA)

●Worked collaboratively with IT and process experts to configure & maintain compliant trending systems - designed & deployed 9-Cell model of Governance Strategy for FSS aligning Core Business with IT Dept.

●Elected for LT-100 (Leadership Team-100), comprising of top 100 leaders of IBM India for 5 years 2009, 2010, 2011, 2013 & 2015. Grooming several Leaders at all levels of Production, Development & Maintenance of IT Services.

●

●Project Management Methodologies (PM BOK);

Aug ’04 – Jan ‘09

Infosys BPM Ltd

Sr. Manager / AVP – Operations (BPM & IT Services)

●As Delivery Head, ran IT Service Delivery Management –US, UK, Europe (Detailed in the above section)

●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.

●As Delivery Head, set-up Employees Comp & Ben processes incl. Income Tax & Payroll, PF & Retirals etc. incl. Helpdesk for Payroll & Income Tax related queries through Transition &Transformation strategy, Solution Architecture /design & Implementation.

●Project Management Methodologies (PM BOK);

Jul ’00– Jul '04. Hinduja Global Solutions Inc.( Operations Manager (BPM & IT Services)

●IT Service Desk Operations, Technical Helpdesk, End User Services Management – US & UK (Detailed in the above section)

●Exposure to Telecom & Healthcare, Telecom Operations

●Implement new Transitions as per solution & strategy

●Quality Management – Process Improvements – Yellow Belt projects

●Capacity Management - create teams for best utilization & productivity, Rostering & shift arrangement/management

●People Management, Attrition Management & SLA Management

●Escalation management, Communication management, Client / Geo partner Relationship Management

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