Hyderabad, Telangana, India
11+ years of experience in IT Service delivery, Operations, Project management and Process consulting with a focus on bridging the gap between business and technology while envisioning the bigger picture. Through my experience and certification, I have gained over time in Project management, Agile, Lean 6 Sigma, Business Analysis, Operations, ITIL and product-specific programs. I can communicate clearly and effectively on multiple levels to Stakeholder management, project teams, and product owners. As an Operations Project Manager, I am a specialist in project planning, implementation, and overseeing key improvements to drive business Operations and growth efficiency. I have managed global Service delivery project portfolios, platform integrations, and IT service delivery operations as functions and teams. I have also worked extensively on establishing best practices of agile within engineering/product teams & ITIL practices within service management with outcomes aligned with the organization's goals.
Highlights: ❑ Primary responsibility as an IT Security Project Manager working closely with IT Management & Technology leads in developing and implementing the organization's IT security operations program. Led, planned, organized, and managed multinational teams to bring about the successful completion of high-profile global security initiatives. ❑ Managed change for Project Scope, Budget, and schedule, utilizing change management principles such as defining, designing/planning, and implementing the solution and methodologies waterfall and Agile (in sprints, Tool used: Jira) ❑ Created and defined Project business case for the projects, determined budgetary requirements (Project Estimate), RACI documentation. ❑ Used Microsoft Project for planning (Scope, schedule, budget, and resource management) developing, controlling, and tracking for the project(s) for Heineken cyber security. Projects Deployed: ❑ Firewall Installation & Migration (FortiGate) ✓ Making sure all the Low-Level Designs are aligned and technical Design Documents are aligned to the Global Reference Architecture. ✓ Plan for Installation & Migration as per the Brewery Production Halts ✓ Acceptance Test Plan with the Operating companies > Project closure ❑ Anti-Virus Deployments (SentinelOne & Microsoft Defender for Endpoint) ✓ These antimalware tools significantly reduce the risk level of the Heineken PCD assets (devices that monitor and control the production processes) and contribute to ensuring the continuity of Operations. ✓ Handling Vulnerability / Malware Alerts via Service now (BAU Operations) ❑ Deployed versiondog/Octoplant (AUVESY-MDT) Automated backup solution across 50+ Operating Companies for Heineken Globally ✓ Initiation Phase ✓ Definition & Project Planning Phase ✓ Lessons learned document. ✓ Acceptance test procedure sign-off document ✓ Evaluation document submitted as Project closure to all stakeholders
• Associated with Deloitte – Enabling Areas Processes, Hyderabad as a Senior Business Analyst (B.A) / Operations. • Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner. • Possess excellent interpersonal, communication and organizational skills with proven abilities in reporting Analysis, customer relationship management and planning. • Well versed in understanding client’s requirement. • Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines as per SLAs. • Business Transition management experience (Google Pay, SWIFT) • Experience in handling Subject Matter Experts, Escalations teams. • Client & Internal reporting • Data crunching & analysis, Business Presentation to clients & clients & another stake holder Skilled at: • Report Analysis. Advanced working knowledge of data mining using data. • Deloitte Trained, Tested and Certified on Tableau, SWIFT and Service now Platforms. • Training and Development, Process Management, training Operations, Quality Compliance, and Client Management • Evaluating and appraising the performance of team members according to the set process workflow management & adherence to quality & compliance requirements • Strong knowledge in various functions – Data Mining, Deep dive, Dashboards representations using – Tableau/ETL, ServiceNow / SWIFT Application. • Key team member for launch of firm wide application – “SWIFT” which replaced the financial system for the firm. • Perform and manage project management office (PMO) functional tasks and perform day-to-day management activities • Preparing of analysis, commentary and presentation material for financial reviews with senior management. • Handled multiple Projects and led couple of sub projects and ensuring the queries are completed within SLA depending on priority & complexity.
• Managed BQ Operations for continuous improvement for client Google • Managed Operations for both Voice and Non-Voice verticals in Genpact-Google partnership • Training and Development • Quality Program Management for Google Tech Services • Talent Acquisition and Transformation • Execute business performance reviews with Google- IN • Own all process initiatives for end business metrics • Studied the latest market trends and immediate competition to plan the Next • Billion User base for Google • Transitioning • Directed Operational Excellence- including strategic workforce planning, goal cascading, performance management and staffing and benefits administration
Customer Support Excellence, Technical Troubleshooting, Research, Analysis, Stake Holder Management, Root Cause Analysis, Business Improvement Idealization, Business to Business Operational Excellence. Inbound and Outbound Calling along with Inbound chats for Verizon Customers ❑ Help customers with queries and concerns related to Verizon ISP and Telecom services ❑ Responsible to meet all agreed client SLAs/KPIs and performance parameters ❑ Handling calls with perfect Turnaround Time and Quality ❑ Taking care of the floor in the absence of team leaders directly reporting to the manager of operations