Project Manager
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Accomplished and results-driven Senior Project Manager with over 20 years of global experience delivering complex enterprise IT programs, leading end-to-end project lifecycles, and driving service transformation across diverse industries, including over 5 years in the airline sector. Proven ability to manage cross-functional teams, coordinate technical project delivery, and execute large-scale implementations across cloud infrastructure and integrated platforms such as Online Booking Tools (OBT). Expertise in project planning, risk-based execution, stakeholder management, and incident response, with a strong focus on enhancing Customer Satisfaction Scores (CSAT) and meeting service-level objectives.
Recognized for strategic leadership in program governance, budget management, and seamless client onboarding under tight timelines and high-performance expectations
Technical Project Management (Agile/Waterfall/Hybrid)
Discovery, Scoping & KPI-Driven Planning
Cross-Functional Collaboration (Product and Engineering., Customer Success, Finance, BI, and Support teams)
Service Delivery & Operational Readiness
Root Cause Analysis & Testing Metrics
UAT / Test System Planning, Coordination & Execution
Implementation & Onboarding (Online Booking Tools (OBT) and solution integration platforms on cloud infrastructure)
Accelya API Integration / Travel Tech Setup / API Mapping
SOAPUI, Postman, XMLSPY, ServiceNow, Jira, ZenDesk, Confluence
Managed end to end global infrastructure project, enabling the datacenter migration to AWS, alon with the release management for customer related delivery of project, enhancement,and patches. Led enterprise-scale customer implementations spanning service delivery, including technical onboarding of the Accelya platform, data interface integration, and managed services solutions
Managed end-to-end technical project lifecycles—including discovery, scoping, planning, and execution—coordinating with Engineering, Support, and Compliance stakeholders.
Successfully managed the migration of on-premises platforms to AWS cloud infrastructure, improving scalability and performance, saving over 50% of infra cost in terms of reduced infrastructure costs, efficient resource utilizations, and reduced maintenance and support costs.
Led process implementation for the customer facing projects, enhancements, and patches, to deliver the software products on time and under budget.
Created real time dashboards in Confluence and Zendesk for the release management
Supported global Travel Management Companies (TMCs) with Accelya NDC APIs for airlines, focusing on NDC Offer and Order Management APIs.
Possess in-depth knowledge of Amadeus Web Services covering end-to-end solution flows, including shopping, pricing, booking, ticketing, seat and ancillary bookings, and post-servicing activities.
Collaborate cross-functionally with Product, Engineering, Customer Success, Finance, Business Intelligence, and Support (L1 and L2 Helpdesk) teams to ensure alignment between client expectations and technical deliverables.
Skilled in industry-standard tools such as SOAPUI, Postman, XMLSPY, Zendesk, JIRA, and ServiceNow.
Established and managed a 24x7 incident response framework aligned with SLA and KPI targets for operational phases, resulting in a 35% reduction in client escalations.
Utilized real-time dashboards to maintain accurate project tracking and ensure executive-level visibility and reporting
Led the daily operations call with the leadership, discussing the priority incidents, SLA management, mitigation thru patches or feature development
Proficient in creating dynamic dashboards and data visualizations in Jira, Zendesk, and Confluence to track project milestones, Agile metrics (velocity, burndown, cycle time), service KPIs, and CSAT scores. Skilled in building automated reports that deliver actionable insights for executives and teams, driving data-informed decisions, continuous improvement, and proactive risk management.
