Project Manager

* * * * *

SURESH KUMAR AVVARU

Project Manager

Call: 1-341-***-**** Email: *************@*****.*** Objective:

Results-oriented professional 16+ years of IT experience; and As a Project Manager, my primary objective is to deliver the client scope of services including project governance and manage the project delivery. I focus on creating a positive and productive environment by communicating with clients and team members, setting clear goals, and monitoring progress and performance of implementation. Domain expertise:

Banking (BFSI), Telecom, Aviation, Pharma (Health Care), Insurance, Smart City Infrastructure, Air Force, Fiber Grid, Shipyard, Automobile, Ferry Transport

Core Competencies:

• Project Management

• Cross-functional Team Leadership

• SCRUM, Agile & Waterfall Methodologies

• Software Development Life Cycle (SDLC)

• Risk Management & Mitigation

• Resource Allocation

• Stakeholder Communication

• Requirements Gathering & Analysis

• Quality Assurance & Testing

• Change Management

• Technical Documentation: SRS (Software Requirement Specification) & FRS (Functional Requirement Specification)

• Weekly Status Report (WSR) / Project Progress

• Artificial Intelligence (AI) integration – within Applications

• Process Optimization

• Work breakdown structure (WBS)

• Team Leadership

• Stakeholder Management

Technical Skills:

Operating

Systems

Windows, UNIX/LINUX

Tools/Fra

meworks/

Language

AI Driven Integrations and Deployment of Business Intelligence tools, ChatBots, Mobile Apps, SaaS, Cloud Deployment (Google Cloud Platform) GCP, Amazon Web Service (AWS), DC / DR, Google Kubernetes Engine (GKE), SaaS, Azure Integration with DCA (Data Center Automation), AD Integration, Generative AI/Gen AI

OpenText/Microfocus SaaS ITSM SMAX, ITOM TOOLS OBM, NNMi, BVD, Server Automation, Network Automation, Data Center Automation Zenworks, Sitescope & SMAX, SIEM/SOAR ArcSight. RES API Business Intelligence, AI Integration

Siebel, SharePoint, Service Now, BMC HELIX / Remedy, SalesForce, Ops Ramp, .NET, Java, Hyphen Diag, Hyphen View, HCL BIG Fix, IBM Instana, ServiceNow, Jira Database MS SQL, PostgreSQL, Vertica

2 P a g e

Skills Key Account Management, Requirement Management, Business Development & Analysis, Agile, Implementation of Applications, Project Planning, Task allocation and Team coordination, Release & Incident Management, Service & Fulfillment

Domain

Skills

Banking, Finanacial Services and Insurance (BFSI), Telecom and E-Commerce, Automobile, Government Smart City

Project

Managem

ent Tools

MS Office (Excel – advanced, Word, PowerPoint, Project, Access, Visio), process documents and SOP’s, SCRUM Master, Agile, AceProject

Work Experience:

Kyndryl (Erasmith Technologies) Sep 2024 - Present Project Manager

Development, and Operations of BMC Helix ITSM and Remedy. Vi Leading telecom service provider: For operational efficiency and customer satisfaction, Vi migrated to a cloud-based ITSM solution with BMC Helix ITSM. Deployed advanced AI-driven tools to streamline processes, enabling faster root cause identification and automated ticket resolutions.

• Led the transition of ITSM operations from the existing vendor, ensuring a seamless handover with minimal business impact

• Managed end to end implementation of development requirements in BMC Helix ITSM

• Optimize incident management, change management, and service request processes

• Deployed resources for Onsite development and operations at client location

• Requirement Gathering, deployment of automation for faster root cause analysis and ticket resolution, reducing manual intervention

• Developed and Deployed Internet Protocol Detail Record (IPDR) data extraction for critical teams

• Orchestrated the deployment of an IPDR Bulk Records project to support client Legal Team with regulatory compliance.

• Coordinated with cross-functional teams (DBA, Network, Legal, and Management) to streamline workflows and accelerate issue resolution

• Enhanced operational efficiency by deploying and managing on-site support teams at client locations, ensuring 24/7 service continuity

• Led maintenance activities, including SSL updates, database password rotations, network upgrades, and server patching, ensuring zero downtime

• Co-ordinated with different teams to perform timely activities like SSL, DB, Network, Server Patching. Ensured all the activities are performed with RFC and right Approvals

• Communicate with stakeholders to understand their needs, concerns and update on the project progress

• Oversee user acceptance testing (UAT), ensure the solution works as expected

• Create comprehensive user manuals, system configurations and SOP for future reference

• Develop a detailed deployment plan, backup, data migration, and risk management for go-live

• Addressed Senior Management and stakeholder’s requests and issues

• Regular Reporting and Weekly reviews with client Stakeholders General Civil Aviation Authority (GCAA), UAE Apr 2023 to Aug 2024 Alpha Data (OpenText/Microfocus), Erasmith Technologies Project Manager

3 P a g e

Implementation of OpenText / Microfocus SMAX for The General Civil Aviation Authority (GCAA), which is a federal autonomous body to oversee and regulate all aviation-related activities in the UAE.

• Scope was to Implement SMAX with OOTB, custom configuration and workflows, so that Client transition helpdesk operations from existing Microfocus Service Manager

• Led the deployment activity, resource alignment, workshops, weekly review meetings with stakeholder about the progress and configurations

• Managed stakeholder expectations and project governance, conducting weekly review meetings, workshops, and progress reporting to ensure alignment with GCAA's objectives

• Deployed SMAX with various Modules Service Request, Incident, Change, Problem and Knowledge Management, Customized interaction and service workflow

• Modernization of the existing information system, resulting in the functional operation of an IT management system, functioning in IT and End Users

• Optimized IT service delivery by designing automated workflows and self-service portals, enhancing end- user experience and reducing ticket resolution time

• Aligned cross-functional teams (IT, Helpdesk, Security, and Business Users) to drive seamless adoption of SMAX, ensuring successful user training and knowledge transfer

• Implemented SMAX integrations with third-party tools (Monitoring, Asset Management, and CMDB) to improve operational visibility and IT governance

• Managed risks, change control, and escalations, proactively addressing challenges to ensure on-time project delivery within scope and budget

• Ensured compliance with aviation regulatory standards and GCAA-specific guidelines), enhancing security and audit readiness

• Developed post-implementation support models, enabling continuous improvement, proactive monitoring, and reduced service disruptions

Centrient Pharmaceuticals, Netherlands (Tech Mahindra / Erasmith Technologies) Oct 2022 – Mar 2023 Project Manager

Implemented OpenText / Microfocus SaaS SMAX, OBM, Data Centre Automation (DCA), and Integration of HALO ITSM

• Project Planning and Initiation of Kick-off with the stakeholders

• Managed the end-to-end co-ordination, with end client and key stakeholders for information gathering, understanding the requirements, allocating the resources

• Created detailed Work Packages or Work Breakdown Structure with timelines, and tracked progress with Milestones

• Initiated Daily cadence calls for progress updates, and addressing any roadblocks

• Co-ordinated with client to fulfill all the dependencies

• Hosted Weekly review meetings with the client for status updates

• Oversee the deployment of SaaS SMAX with various Modules Service Request, Incident, Change, Problem and Knowledge Management

• Developed a custom integration between SMAX and Halo ITSM using API development

• Integrated SaaS SMAX with OBM for events forwarding and management, OBM with OPTIC and enabled OOTB dashboards

• Integration with SMTP for sending notifications through emails, customization of the templates

• Organized multiple demo sessions with the client teams to validate the requirements, inputs and changes

• Validated the solution with UAT (User Acceptance Testing) to meet the business requirements 4 P a g e

• Organized training sessions for internal teams (IT, support, Client teams) covering system functionality

• Scheduled and Demonstrated deployed product and features to the client and achieved project sign-off

• Provided support and maintenance to ensure system stability and address any emerging issues T-Fiber Government of Telangana, India / Hewlett Packard Enterprise Jan 2022 – Sep 2022

(OpenText / Microfocus, Erasmith Technologies)

Project Manager

Implementation of OpenText / Microfocus ITOM and ITSM Applications. Deployed Microfocus or OpenText Applications: OBM (Operations Bridge Manager) / NNMi (Network Node Manager i) / BVD (Business Value Dashboard) / SM (Service Manager) / NA (Network Automation) / UCMDB/UD (Universal Discovery and CMDB) / SA

(Server Automation)

• A Fiber Grid project aimed to provide infrastructure for affordable and high-speed broadband connectivity and Digital services to 10 Zones, 31 Districts, 8778 villages, 4.7 million households and more than 20 million people

• Responsible for implementation of IT Infrastructure Monitoring and IT Service Management solutions for Network Operations Center (NOC)

• NOC is a focal point for fault, configuration, accounting, performance, and security management of active and passive Telecommunication infrastructure

• Integration of Operations Support Systems (OSS), Business Support Systems (BSS), Geographic Information Systems (GIS), and a Network Operations Center (NOC), applications. Network automation, and process optimization

• The functions and services performed by NOC are based on Telecommunication Management Network standards that ensure industry best practices and futuristic & scalable architecture Primary Functions:

• Discovery of network devices like routers, switches, servers, and firewalls through various protocols like Simple Network Management Protocol (SNMP), TCP/IP, Internet Control Message Protocol (ICMP)

• Micro Focus Managed Services to manage their IT infrastructure and applications

• A portfolio of services that monitors networks, servers, applications, and business transactions

• Mapping network topology, Monitoring the health and performance of the devices

• Alerting administrators about potential network issues

• Essentially providing a unified view of network faults, availability, and performance to help identify and troubleshoot problems within a network infrastructure Maruti Suzuki India Limited (Advance Auto Parts, Andhra Pradesh, India) Aug 2009 to Dec 2021 Project Manager

Development and Implementation of Distribution Management System

• Developed Solution and deployed Distribution Management System for Supply Chain Management of Maruti Genuine Parts

• Implemented DMS system across the multiple branches located in 15 districts

• Tracked and managed vehicle spares inventories at distribution center, retail outlets and warehouse

• Realtime data to track and optimize stock levels, to reduce excess inventory and avoid stockouts

• Designed and Developed Logistics, Sales and Distribution and Inventory Management modules

• Defined business requirements, lead the design and implementation process, tested application capabilities and trained users

• Proactively worked with the end-user to improve business processes and procedures 5 P a g e

• Implemented the Solution in Multiple Locations of the Business and trained the users on the usage of the system

• Designed and implemented core business modules, including Logistics, Sales, Distribution, and Inventory Management, ensuring seamless integration with supply chain processes

• Automated warehouse and distribution workflows, reducing order processing time by 40% and improving overall operational efficiency.

• Implemented advanced reporting and analytics features, allowing data-driven decision-making and performance tracking across inventory levels, supplier KPIs, and demand forecasting.

• Spearheaded cross-functional collaboration between IT, supply chain, sales, and operations teams to align system functionalities with business needs.

• Led user training programs across multiple business locations, ensuring high adoption rates and smooth transition to the new DMS platform.

• Defined and re-engineered business systems and information technology processes by using appropriate methods and tools, and partnering with the end users to understand requirements Bank of America, Wells Fargo, PNC Bank, HSBC, Huntington Bank, Citibank Nov 2005 to Jul 2009 CashEdge Acquired by Fiserv Inc.

Team Lead

CashEdge provides Intelligent Money Movement services to financial institutions. Their solutions enable banks and other financial organizations to offer a variety of consumer and small business transfer capabilities, which provides a robust platform for electronic money transfers.

• Strategic Account Management of Bank of America, Wells Fargo, PNC Bank, HSBC, Huntington Bank, Citibank, Abridge, Digital Insight

• Led a team working on Change Management, Issue diagnosis and isolation, Client Incidents, Requests, and Issues in line with the products offered

• Had Built a team from Scratch to handle Global Operations / Client Operations from Offshore - Chennai, India

• Co-ordinate with various business partners such as Technology, Credit Risk, Quality, Operations and Change Management to resolve issues, Develop and Implement New or Change requests

• Dry run and UAT of the developed solution with Client before deploying into Production

• Worked with the change management team to deploy the software updates to production system

• Managed key accounts on issues and requests related to Banking, Vendor Transactions and Account Aggregation products

• Co-ordinate with teams located in California, New York for technical support and risk mitigation SPRINT PCS, USA (IBM DAKSH BUSINESS PROCESS SERVICES) Jul 2001 to Oct 2005 Sr. Specialist

• Customer Service Management

• Perform quality reviews for a group of Customer Support Specialists

• Provided support for businesses. seeking to improve the customer service practices

• Work closely with the client to update and implement quality criteria and process changes

• Create the trend analysis and metric reports for management on the sales of new plans and products

• Create and present the dashboards of the sales vs team utilization matrices

• Mentor the team members in achieving the targets 6 P a g e

• Prepare periodic reports to track Sales, workload, response time and quality Onsite:

• Business Achievement Program for Mahindra & Mahindra in Lisbon, Portuguese in May 2013

• New Product Knowledge with CashEdge Inc, New York City, from Feb 2007 to Apr 2007

• Business Process Optimization with CashEdge Inc, San Jose, California from Oct 2006 to Dec 2006

• Knowledge Transfer at Sprint PCS, Nashville, Tennessee for IBM Daksh Business Process Services from Jul 2001 to Sep 2001

Certifications:

• Certificate in Generative AI Overview for Project Managers – PMI (Project Management Institute) – 2025

• Microfocus ValueEdge Business User Certification - 2025

• OpsRamp Certification – Implementation Specialist 2022

• Microsoft Certified Professional (MCP) certification 1998 Education:

• Bachelor’s degree in commerce from Sri Venkateswara College, University of Delhi 1996

• Certificate in Computing from IGNOU, Delhi 2001

• Diploma in Network Centered Computing from NIIT, New Delhi 1997-1998 Clients:

USA:

Bank of America, Wells Fargo, HSBC, Citibank, PNC Bank, Albridge, Digital Insight, Sprint PCS ASIA:

National Savings Bank - SATL Biz

Canara HSBC Life Insurance - Canara Bank

UNICO Bank - Tata Communications Limited

Vodafone Idea Limited - Kyndryl, India

General Civil Aviation Authority (GCAA) - Alpha Data, UAE Indian Air Force (Govt.) - OpenText / Microfocus India Cochin Shipyard Limited (Govt.) - OpenText / Microfocus India Kochi Water Metro (Govt.) - OpenText / Microfocus India Karimnagar Smart City (Govt.) - OpenText / Microfocus India Damodar Valley Corporation (Govt.) - Deloitte India T-Fiber Government of Telangana (Govt.) - HPE India / Microfocus India Maruti Suzuki Limited - India

EUROPE:

Centrient Pharmaceuticals, Netherlands - Tech Mahindra

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