Technical Project Manager, Program Manager, Project Manager

Moncy Eapen Abraham

Professional Summary

Around 18 years of experience in IT, currently working as a Technical Project Manager managing teams and projects in Development /Solution Architecture/System Design/DevOps, SRE, QE, QE automation, Operations

Excellent understanding of the SDLC concepts, Agile Methodologies like Scrum, Kanban, Scrumban, continuous integration (CI) and continuous delivery (CD), test driven development (TDD) and Service Oriented Architecture (SOA) as well as Waterfall and PMI methodologies.

Excellent technical, communication and interpersonal skills with strong customer orientation and client interfacing skills.

Dedicated, hardworking professional capable of driving cross-functional collaboration and align IT Initiatives with strategic business goals with proven track record of delivering value-driven solutions, highly scalable and fault tolerant systems

Enterprise-scale program delivery and cross-domain expertise in AI, Telecom, Retail, Finance, Industrial automation aligning IT strategy with business objectives

Technical Skills

Leadership and Management : Strategic Planning, Stakeholder Management, Cross- functional leadership, Team Building, Executive Communication, Change Management, Conflict Resolution, Collaboration, Decision-making, Resource Allocation, Leadership development, Coaching and mentoring, Influencing without authority, Business Continuity, Enterprise PMO, Program Governance

Project Management Skills : Agile Methodologies, Scrum Framework, Kanban, Waterfall, SAFe (Scaled Agile Framework, Sprint Planning, Release Management, Risk Management, Scope Management, Earned Value Management (EVM), Lean Principles, Milestone Tracking, Dependency Management, Value Streams, OKRs, SLA Management, Continuous Improvement, Digital Transformation, Operational Excellence, Data driven decision making, Business Intelligence, real-time analytics, Road map Development, Go to market strategy, Portfolio Prioritization

Tools and Technologies : Microsoft Office Suite, SharePoint, SmartSheet, Confluence, Slack, MS Teams, Atlassian, Confluence, JIRA, Bugzilla, Mantis, IBM Rational ClearQuest, HP ALM, Rally, Miro, Trello, Microsoft Project, Asana, EasyBI, SharePoint, Google Workspace (Docs, Sheets, etc.), Microsoft Office Suite ( Excel, PowerPoint, Word, OneNote)

Cloud and DevOps : Amazon Web Services (AWS), Cloud-native Development, Serverless, Multi-cloud, Observability, Resiliency Engineering, Terraform, Jenkins, Elastic Stack

Cybersecurity : Zero Trust, SOC2, IAM, Risk Mitigation, Vulnerability Assessment and Management, Security by design, Incident Response Planning, Penetration testing

Soft skills : Emotional intelligence, Communication skills, Negotiation, Problem Solving, Critical Thinking, Time Management, Adaptability, Interpersonal skills, Networking, Creativity

Certifications

Generative AI Overview for Project Managers from Project Management Institute (PMI) – Aug 2024

Certified SAFe 5 Product Owner / Product Manager – Scaled Agile Inc. (Dec 2022)

Professional Scrum Master – Scrum.org (Nov 2020)

AWS Certified Solutions Architect – Associate (Aug 2018)

Education

Bachelor of Engineering (BE) in Electronics & Communication Engineering, RV College of Engineering, Bangalore, India.

Professional Experience

Adroitts INC,

RESTON, VIRGINIA April 2016 to present

Technical Project Manager

Project 1:

Brightspeed OM (Order Management and C360 (Customer 360)

Brightspeed

Led a multi-phase product orchestration and service enablement program for Brightspeed, delivering broadband, voice, 4G LTE wireless and fiber initiatives across both fiber and copper networks. Focused on automation, self-install readiness, catalog-driven provisioning, and lifecycle orchestration across OM, BRIM, TechX, Zuora, and C360 – with all core systems hosted on Google Cloud Platform (GCP).

Architected and led the Indoor Wi-Fi Extender Program across three phases, integrating inventory management (IM), line records (LR), billing (Zuora), and TechX workflows to enable scalable add-on orchestration, drop-ship fulfillment, and change order automation via Calix Cloud and EMS (Element Management System) integration.

Drove the Reconnect Self-Install Initiative, enabling customer self-activation using existing ONTs (eONTs – existing Optical Network Terminals) already installed at the premise. Reduced technician dispatches by automating provisioning, drop-ship tracking, and gateway delivery through OM (Order Management), KGP, and C360 systems, accelerating Instant Internet service activation.

Led address intelligence using AI and MDU strategy, optimizing serviceability logic for high-density properties. Improved sub-location sorting, enhanced fiber qualification accuracy, and enabled unit-level visibility to reduce order fallout across Former Quantum Fiber (FQF) and new buildouts.

Directed rollout of standalone fiber voice provisioning, designing flows for TN assignment (new/ported), Ribbon C20 activation, registry updates (E911, CNAM, LIDB, LNP), and BRIM-integrated billing orchestration. Supported VoIP and SIP-based routing leveraging IMS (IP Multimedia Subsystem) for Brightspeed Fiber Voice.

Delivered provisioning logic and service orchestration for Fixed Wireless Access(FWA) over 4G LTE for voice and data plans, supporting mobile-based broadband in non-fiber areas. Integrated with OM, TechX, and BRIM to enable seamless activation and billing alignment across Fixed Wireless Access markets.

Enabled new internet speed tiers including XGS-PON (10 Gigabit Symmetrical Passive Optical Network), across product catalog and billing systems, coordinating updates in BRIM, OM, and Zuora. Ensured end-to-end orchestration for provisioning, agent visibility, and customer-facing communications across Brightspeed Fiber Internet products.

Architected governance models for ProtectIQ, ExperienceIQ, THTS, and THIC, enforcing bundle eligibility, upgrade/downgrade logic, and product compatibility across OM, IM, LR, and Zuora. Designed flows to support MACD (Moves, Adds, Changes, Disconnects) logic across the lifecycle.

Owned delivery of Price Lock order-to-bill orchestration, covering catalog setup, subscription lifecycle, and triggered customer communications via Salesforce Marketing Cloud (SFMC). Enabled retention offers for both fiber and copper internet customers, supporting bundle discounts, MACD change orders, and lifecycle-driven upsell/downsell logic.

Supported Temp Drop provisioning workflows, enabling temporary aerial drop installations to accelerate activation timelines, with automated follow-ups for permanent burial. Integrated with OM and TechX field systems.

Enabled G.fast broadband delivery by integrating service qualification and provisioning flows over copper infrastructure, expanding network reach in low-fiber-penetration areas.

Defined and implemented payment method governance across ACH, credit card, and paper bill fee scenarios. Delivered compliant billing logic and customer communication through OM and Zuora Billing systems.

Delivered affiliate cookie tracking and lead attribution integration, supporting digital marketing campaigns and partner conversions. Coordinated with compliance, marketing, and web platforms to ensure traceability and eligibility for referral credit.

Designed and governed the 622 Submit Order payload, a standardized API schema powering service orchestration across fiber, copper, voice, and wireless products. Enabled consistent SKU validation, provisioning, and billing alignment across OM, BRIM, TechX, and C360.

Created enterprise-grade architecture diagrams and system design documentation, aligning engineering, QA, product, and leadership teams across all initiatives, and supporting Google Cloud-hosted deployments and Alianza UCaaS provisioning flows.

Project 2:

Comcast ActiveCore/ Service and Network Automation Platform (SNAP) Upgrade to Camunda as Workflow Engine

Comcast

This was a Service Orchestration project that aims to reduce the time required to introduce new services for Comcast Business and to lower operational expenses associated with managing those services. It also identified standard modeling technologies and associated automation tools to support orchestration and operational product life cycle management of end-to-end services in multi-vendor environments.

3rd party VNFs onboarded to the Platform included Palo Alto Networks, Aruba Networks, Versa Networks, etc.

Responsibilities:

Improved the service orchestration platform upgrading it from using legacy Amdocs systems to state of the art Camunda systems resulting annual savings of $1.8 million in proprietary licenses and support for the SNAP team at Comcast and reduced time to resolution for customer requests.

Achieved optimization of cloud native solutions by reducing managed artifacts by 70% thereby modernizing the application and deprecating legacy software and platform infrastructure thereby enabling enterprise-wide digital transformation and reducing time to market.

Spearheaded the migration of around 5000 software defined routers and hardware routers in the field to use Comcast based orchestration retiring legacy CommScope Systems saving $2 million annually in vendor management and support.

Spearheaded complex Portfolio Management working with cross-functional Comcast development, QA, DevOps, and operations engineering teams based out of multiple locations in the US (Reston, VA, Denver, CO, Sunnyvale, CA, Philadelphia, PA), Canada, Moldova, Israel, and India following Scaled Agility principles.

Collaborated with VP-level executives to align project outcomes with business objectives and presented program updates and key metrics to senior leadership ensuring alignment with strategic priorities.

Managing teams designing and creating the cloud-native and resilient architecture of the NFV (Network Function Virtualization) system to TMF Open API and IETF NETCONF standards, Topology and Orchestration Specification for Cloud Applications (TOSCA), Camunda, Apache AVRO and Yang modeling specs, following an Agile approach.

Implemented Process Re-engineering for accelerated development delivering micro-services for inventory management, customer management, service activation, modification and deletion, configuration management, notification management and security management.

Initiated processes with DevOps/Engineering teams for setting up of ansible scripts for release automation of artifacts, setting up CI/CD pipelines for artifacts, Docker, EKS and Kubernetes clusters for different environments to facilitate continuous improvement and continuous delivery reducing deployment times by 30%.

Enhanced processes with QA personnel and Release Train engineers for leading defect triage and decision making for optimized release train management improving operational efficiency by 25%.

Orchestrated Scrum/Daily Stand-up meetings and ceremonies including Backlog User Story Grooming, Refinement, Sprint Planning, Sprint Kickoff and Retrospectives, thereby achieving optimum team velocity.

Managed Program Delivery leading and coordinating migration of customers from older ActiveCore 1.0 platforms to new ActiveCore 2.0 platforms.

Engaged in Vendor Negotiation with 3rd party providers from Aruba Networks, Palo Alto Networks, Cisco, Versa Networks, Amdocs, Camunda and CyberArk for integration and optimized onboarding of VNF (Virtual Network Functions) onto the Comcast Service Network Orchestration Platform (SNAP) achieving 95% customer satisfaction.

Achieved OKRs (Objectives and Key Results) for teams by monitoring team performance and capturing metrics such as lead time, estimation accuracy, Sprint velocity, burn-down, capacity, defects fixed etc. by setting up custom dashboards in EasyBI and Grafana for Program Governance.

Established a culture of continuous improvement enabling teams to proactively identify and resolve bottlenecks.

Developed business continuity services with proof of concepts to leverage AI based solutions for operational efficiency including predictive analytics modeling for device capacity management to enhance service reliability and intent based networking using machine learning and NLP (Natural language Processing).

Tools Used: Microsoft Office Suite, Confluence, JIRA, Rally, SmartSheet, GitHub, OneNote, Grafana, Agile, Scrum, web services, REST, RESTful web services, Micro services, AWS.

Project 3:

Comcast Consent Orchestration Service/ Customer Consent Platform

Comcast

This project aimed to create a framework for managing consents captured from customers for Comcast for TV, Internet, VOIP, Xfinity Home Security and Xfinity Mobile lines of business.

Responsibilities:

Orchestrated cross functional collaboration between Comcast teams based out of multiple locations in the US and Canada and 3rd party teams from Istonish and Amdocs based out of Israel and India.

Accelerated delivery of enterprise scale solutions delivering micro-services for various customer scenarios such as new customers, existing customers, modular customers, change of service, repackaging, upgrading, downgrading in-app up-sells, modifications to pending orders, service cancellation and reconciliation.

Managed timely delivery for various flows including Quick Check-out and Channel Ordering Micro-services.

Worked closely with business, marketing and sales users for migrations and changes to the system.

Managing timely delivery of system integration with legacy billing systems (CSG) as well as NextGen (Amdocs).

Managing timely delivery of system integration with front end agent IVR applications like ACSR and Xfinity.com, MyPlan app, OrderLab, OMNI, DOE, Comcast’s X1 platform and other external affiliates.

Managing timely delivery of system integration with multiple in-house systems such as Inventory Services, Location Services, Payment Services, EPC (Enterprise Product Catalog), CMP, Identity Management Services, Consent Service and Customer Service.

Managing timely delivery of migrations of in-house systems to cloud ready architecture on AWS achieving digital transformation.

Tools Used: Confluence, JIRA, Rally, Agile. Scrum, Kanban, Miro, web services, REST, RESTful web services, Micro services, AWS, Python, Lambda, Postman, Microsoft Office Suite, SmartSheet, GitHub, OneNote, SharePoint

Project 4:

Sales Payment Orchestration Service

Comcast

This project aimed to create a framework for capturing payments from Comcast customers.

System capabilities included orchestrating payment authorizations, payment captures and rollbacks, querying, adding, and deleting payment instruments and handling Address Verification (AVS) for all types of customer transactions.

Responsibilities:

Managing timely delivery of PCI Compliant highly secure systems that accepts payments from customers, while not caching or storing personally identifiable user information (PII) and credit card data achieved through cross-functional team collaboration with Comcast teams based out of US and Canada as well as 3rd party teams from CyberSource.

Facilitated stakeholder Engagement through complex design and technical discussions with stakeholders and delivery leads for migrations and changes to the system.

Tools Used: Confluence, JIRA, Rally, Agile. Scrum, Kanban, Miro, web services, REST, RESTful web services, Micro services, AWS, Python, Lambda, Postman, Microsoft Office Suite, SmartSheet, GitHub, OneNote, SharePoint

Project 5:

Channel Ordering Service

Comcast

This project aimed to create a quick check-out micro service to allow customers to quickly add TV channels on the go. This project saw huge traffic volumes during the Game of Thrones launch.

Responsibilities:

Managing timely delivery of highly scalable, resilient, cloud ready micro service with low latency to allow instantaneous subscription/activation of channels, OTT, and feature add-ons working with Comcast teams based out of multiple locations in the US, Canada, and India.

Managing timely delivery of systems for business, stakeholders, and retail users.

Enabled seamless customer interactions by reducing subscription activation latency by 70%.

Tools Used: Confluence, SharePoint, JIRA, Rally, Agile. Scrum, Kanban, Miro, web services, REST, RESTful web services, Micro services, AWS, Python, Lambda, Postman, Microsoft Office Suite, Smartsheet, GitHub, OneNote, Cloud Foundry

Project 6:

CenturyLink Project LION

HCL America

This project aimed to introduce CenturyLink’s new Layer 3 VPN product (L3PP) to the market.

Responsibilities:

Worked with Ericsson engineers based out of US East, Central and West Coasts and India for product implementation using Velocity Studio following the Catalog driven approach based on the Metro Ethernet Forum (MEF) standard.

Managed system integrations and delivery of systems with Ericsson and CenturyLink using

ConceptWave/Ericsson Order Care (EOC), and other NGOSS and OSS/BSS systems like DSP,

MOB, TIRKS and POIM as also inventory systems, maintenance systems and billing systems.

Worked closely with business, marketing and sales users for migrations and changes to the system.

Managed development teams for developing the code on Velocity Studio platform using Angular JS, NodeJS, RESTful Web services and JSON.

Managed development teams developing a fast and responsive administration user interface called UWS (Unified WorkStation) using Angular JS for order management.

Tools Used: Ericsson Order Care (EOC), ConceptWave, CenturyLink Cloud, Agile, Scrum, Web Services, REST APIs, RESTful web services, Micro services, Confluence, JIRA, Rally, SharePoint

ETISALAT, UAE Nov 2010 to April 2016

Technical Project Manager

Project 1:

USSD CORE Navigation and Subscription Engine (Mar 2013 to Sep 2015)

The USSD engine was successfully utilized in the launch of the several projects at Etisalat such as Deal of the Day, Roaming Self Care, Mobile Data Gifting, Lend Me Credit, etc. The project was chosen among the top ten best projects for the Outstanding Projects Contribution Award (OPCA) at Etisalat

Responsibilities:

Conceptualized, designed, and architected the USSD framework application, engaged in requirement gathering with multiple departments at Etisalat.

Engaged in complex vendor negotiations for technical design, tool selection and integration of their services with the USSD framework with a focus on scalability and performance.

Managed timely delivery and Integration with multiple systems including customer order management, Loyalty systems, service fulfillment and provisioning, inbound and outbound campaign management, mobile applications, and middle-ware systems.

Managed development teams developing the code using Java, web services using SOAP and XML, messaging frameworks using JMS, Oracle PL/SQL and Oracle Coherence.

Managed development teams developing administration user interfaces using Spring and Hibernate for easy management of USSD applications.

Managed Operations teams, Co-ordinated the deployment of the applications on Oracle WebLogic 11 Clusters in production on Unix/Linux and Solaris platforms.

Tools Used: Agile, Scrum, SOAP, REST, Micro Services, web services, TIBCO, Unix, Linux, Solaris, JBoss

Inpho Interactive, Sydney, Australia Feb 2009 to Sept 2010

Senior Software Engineer

Project 1:

Inpho Middle-ware – IMW (Mar 2009 to Sep 2010)

Inpho Interactive is a Mobile Value-added Services company based out of Sydney, Australia.

Responsibilities:

Managed development and architecture teams designing and developing SMS Middle-ware OSS/BSS GSM/CDMA systems using Java, Spring JMS, and web services, SMPP and HTTP.

Managed migration of development environments from proprietary software to open-source Linux based systems and made substantial savings on operational costs and proprietary software licenses for the company.

Managed operations teams engaged in deployment of applications to JBoss application servers on production, shell scripting on JBoss/Tomcat servers, on Unix/Linux and Solaris systems.

Tools used: Microsoft Office Suite, JIRA, Ubuntu, Alfresco BPM, Bugzilla

AMX Corporation, Dallas, Texas April 2007 to Dec 2008

Application Developer

Project 1:

AMX InConcert device driver development:

AMX is a manufacturer of video switching and control devices.

Responsibilities:

Developed the AMX InConcert device driver program.

Tools used: Java, Servlets, XML, J2ME, Eclipse, MySQL, Jetty, Unix, Linux, Solaris

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