Senior Project Manager-Managed Services - IBM India Pvt. Ltd. - Bangalore
(2023-12)
Client: Irish Water | Managed Services. Lead end-to-end project and managed-services delivery across Environment Management, Disaster Recovery, Change/Release Governance and operational improvement, ensuring alignment with contractual commitments, SLAs/KPIs and business priorities.
- Own project planning and delivery governance covering scope, milestones, RAID management, dependencies, resource coordination, stakeholder reporting and cross-functional execution across application and infrastructure workstreams.
- Facilitate client and leadership governance reviews, presenting delivery status, achievements, risks, dependencies, decisions required and recovery plans while driving actions and escalations through closure.
- Lead DR planning, readiness reviews, annual/periodic tests and tabletop exercises; maintain DR plans and runbooks while coordinating recovery scope, dependencies, sequencing, RTO/RPO considerations, risks and remediation actions.
- Oversee Development, Test, Training, Pre-Production and Production environments across cloud and on-premises infrastructure, coordinating build, deployment, refresh, patching, maintenance and release readiness activities.
- Drive cross-functional readiness for critical releases and infrastructure changes, including impact assessment, implementation planning, rollback readiness, approvals, validation and post-deployment stabilization.
- Coordinate environment incidents and changes through ServiceNow and deployment readiness through Azure DevOps, including pre-deployment validation and post-deployment verification.
- Govern production-to-non-production data refreshes through data scrambling/anonymization, customer approvals, security controls and traceable audit evidence.
Delivery Manager - Wipro Technologies Ltd. - Kuala Lumpur, Malaysia
(2021-04 - 2023-11)
Client: Maxis Communications. Led end-to-end service delivery governance, operational performance, stakeholder management and service improvement for a major telecommunications engagement.
- Ensured services were delivered against agreed service definitions, SLAs/KPIs and contractual commitments, owning escalations and coordinating corrective actions across delivery teams.
- Conducted monthly service reviews with client and regional stakeholders, translating operational performance, risks and customer feedback into measurable improvement actions.
- Governed Service Improvement Plans, operational risks, audits, automation initiatives and process effectiveness across delivery teams.
- Managed annual operating budget and collaborated with Finance on accurate billing while partnering with stakeholders to identify growth and profitability opportunities.
- Coordinated resources, tools and service capabilities to meet delivery and quality expectations while maintaining effective stakeholder communication and escalation governance.
Transition Manager - Wipro Technologies Ltd.
(2021-04 - 2021-12)
Client: The Estée Lauder Companies. Led infrastructure service-transition engagements from due diligence and planning through knowledge transfer, stabilization and operational handover.
- Managed transition scope, schedules, budget, staffing and skill readiness, RAID, dependencies, governance and customer expectations across offshore, onshore and incumbent teams.
- Acted as primary interface for senior management and customer stakeholders, facilitating governance reviews and delivering structured project status reporting.
- Coordinated knowledge-transfer plans, documentation, process/workflow integration and operational acceptance to enable seamless transition into steady-state support.
- Drove proactive escalation and mitigation strategies to protect schedule, cost, quality, CSAT and contractual KPI/SLA commitments.
Integrated Service Manager / Service Delivery Manager - IBM India Pvt. Ltd. - Bangalore
(2010-04 - 2021-03)
Clients: Lloyds Banking Group | Thomson Reuters | British Gas / Shell | AT&T. Progressed through technical leadership and integrated service management roles with end-to-end responsibility for service quality, delivery performance, customer governance and ITIL process integration.
- Led migration of 250+ applications from legacy infrastructure to cloud, coordinating application and infrastructure teams across testing, security approvals, DR readiness, cutover, Go-Live and hypercare.
- Governed Change and Release Management including CAB/ECAB, scheduling, risk and impact assessment, rollback planning, implementation oversight and stakeholder communications.
- Led major incident recovery and technical bridge calls, managing customer escalations, service restoration communications, RCA governance and critical corrective actions.
- Acted as primary customer and vendor contact across Service Desk, Service Management and technical towers, establishing communication forums and operational governance checkpoints.
- Led audit and compliance readiness including PAR, KCO, ISO 9001 and ISO 20000 audits, achieving zero non-conformities and zero observations.
- Established standardized governance, KPI and metrics reporting, customer communication plans and compliance controls while identifying opportunities for automation and operational efficiency.
- Led and developed service delivery personnel; managed a 20-member technical support team and consistently achieved 95%+ CSAT over six consecutive months.
- Managed cross-functional teams to streamline service processes and improve response times.
Senior Technical Support Officer - HCL Technologies - Chennai
(2007-02 - 2009-10)
Client: British Telecom Retail Broadband Operations. Delivered technical support for British Telecom Retail Broadband Operations, troubleshooting broadband, TCP/IP, modem/router and related connectivity issues for UK customers.
