Project Manager Management

CARRIER OBJECTIVE

Results-driven IT professional with 16 years of expertise in ITSM consulting, service delivery, Project management and stakeholder engagement. Skilled in managing large-scale IT operations, process optimization, and team leadership to drive business success. Adept at implementing ITIL best practices, enhancing service efficiency, and ensuring high customer satisfaction in dynamic environments. Seeking a strategic leadership role to elevate IT service excellence and operational performance.

PROFESSIONAL EXPERIENCE

Technical Project Manager Microsoft - Avistos (Jan 2024 – Mar 2024)

·Ensured certified Azure Core, Security, Modern Work, and App Innovation resources were aligned with client engagements for effective cloud solution delivery.

·Ensured optimal utilization, accreditation compliance, and project alignment.

·Assessed domain expertise, delegated tasks, and provided strategic reports.

·Led stakeholder communication and client engagements. Provide overall data to management and attend client calls weekly.

·Project Manager GSK/Haleon-India, Avacend Solutions (Feb 2022 – Feb 2023)

Advised on continuous improvement for Service Desk and ITSM processes.

Provided process guidance to Service Desk and support teams.

Led internal and external stakeholder communication.

Built and maintained relationships with technology teams and business users.

Ensured SLA compliance and service quality.

Created and scheduled dashboards and reports in Snow, Excel, and PPT.

Managed Workday, LMS, Archer, Ariba, and Concur applications.

·Project Manager Diageo India, Varite India Pvt Ltd (Nov 2021 – Jan 2022)

Led service introduction, planning ORCs/SIPs, and developing support models. Ensured CARM compliance, stakeholder alignment, and proper warranty implementation. Facilitated stakeholder and client review meetings for seamless project execution.

·Partner - Strategy Consultant Beyond Technologies (Mar 2019 – Feb 2021)

·Managed customer requirements, provided strategic solutions, and led C-level strategy execution.

·Drove process improvements and oversaw key project management initiatives.

·Technical Program Manager CTRLS Data Center Ltd (Sept 2018 – Jan 2019)

·Optimized data center infrastructure, ensuring seamless operations, efficient server deployments, and 24/7 business continuity.

·Led vendor collaboration, issue resolution, and IT service management under ITIL V3, enhancing system availability and SLA compliance.

·Conducted root-cause analysis and implemented strategic improvements to minimize escalations and operational risks.

·Delivery Lead –Microsoft -Affluent Global Services (May 2016 – Feb 2018)

·Managed 24/7 IT operations, overseeing Major Incident, Problem, Change, and Service Delivery while ensuring SLA compliance and operational efficiency.

·Led on-premise to cloud migrations, utilizing PowerShell for data analysis, scripting, and issue resolution to enhance performance.

·Streamlined Major Incident Management by reducing recurring issues through proactive monitoring, root cause analysis, and process improvements.

·Drove service enhancements by analysing CSAT feedback, optimizing performance metrics, and automating reporting for improved turnaround time and visibility.

·ITIL Process Consultant Tech Mahindra (Sept 2013 – Sept 2015)

·Managed resources to meet delivery schedules, guided teams on company policies, and ensured prompt resolution of client queries.

·Conducted data analysis, auditing, and reporting while advising on methodologies and process improvements.

·Defined, deployed, and implemented ITIL-aligned processes, conducting workshops and training sessions.

·Collected and analysed KPI metrics, driving process improvements, and reviewing service level achievements in client and project meetings.

·Senior Analyst Computer Sciences Corporation (May 2008 – Jan 2013)

·Served as the single point of contact for escalations, managing incident workflows and ensuring timely resolution of service requests.

·Acted as a liaison between clients and service teams, prioritizing critical issues (P1–P5) and maintaining SLA compliance.

·Conducted regular meetings to address progress, concerns, and best practices while ensuring operational continuity with backup plans.

·Managed workflow optimization, monitored transaction patterns for root cause analysis, and drove continuous knowledge enhancement for team efficiency.

·Service Executive Satyam Services (Sept 2007 – May 2008)

·Assisted in scheduling and coordinating team activities while resolving customer issues efficiently.

·Completed VOL Process training and transitioned to Satyam Computer Services as an Associate in the finance department.

·Conducted process training sessions and prepared invoice reports for accurate financial tracking.

·Customer Service Executive HSBC (June 2005 – Sept 2007)

·Handled customer queries via email, providing tailored responses to resolve concerns.

·Acted as backup Team Lead, ensuring seamless operations and team efficiency.

·Trained new hires and drove service quality improvements through coaching and process enhancements.

·Business Coordinator Fastdeal Corporation, ICICI Bank (June 2004 – Nov 2004)

·Assisted customers in obtaining car loans by assessing eligibility and providing tailored

financial solutions.

·Coordinated with banks to facilitate smooth loan processing and approvals.

CERTIFICATIONS & ACHIEVEMENTS

·Led the successful transition of ISP Incident Management from Oklahoma,

USA, to India in just 45 days

·ITIL V3 Foundation Certified with expertise in IT Service Management.

·Certified Scrum Master.

·Certified Jira User.

·Certified Green belt on Lean Six Sigma Methodology.

·Certified Black belt on Lean Six Sigma Methodology.

·Attended Leadership and Project Management (PMP) Training, enhancing

strategic and operational skills.

·Certified in Soft Skills Development, strengthening technical and

communication capabilities.

EXPERTISE IN

·IT Service Management: Workflow, IM, PM, CM, MIM and Release Management

·Subject Matter Expertise

·Technical Tools: ServiceNow, BMC Remedy, Jira, Azure, Kanban, Confluence, Power BI, MS Excel, and more

·Leadership & Collaboration: Coaching, Mentoring, Communication, and Decision-Making and Stakeholder/Vendor Management

·Process Optimization: Business Process Analysis, Process Design, and Strategic Planning

·Service Delivery: Data Management, SLA Management, and ITSM Portal Expertise

·Domains Expertise: Financial – Banking and Insurance Services, Tele- communications, Data CentresĀ and Storage Domains, Pharmaceutical, manufacturing and non-manufacturing.

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