Project Manager

• Mar 2020 - Present

Project Manager

• Feb 2018 - Mar 2020

Job Responsibilities:  Responsible for Project initiation, planning, executing, monitoring & closure for the infrastructure requirement for all the projects of Dubai Holding  Responsible for controlling the project parameters viz effort and schedule over run  Responsible for co-ordination between Vendors, technical team, Dubai Holding and Subsidiaries  Responsible for Customer Satisfaction, Complaint tracker and Escalation management  Responsible for sharing weekly/monthly/steering committee reports on projects for different subsidiaries  Responsible for ensuring all the projects are signed off by Information Security  Responsible for project documentation- Project Charter, Project Plan, SOW, Reporting and Project Sign off Show less

Project Manager

• Nov 2010 - Feb 2018

PMP Certified ITIL Foundation Certified  Responsible for Project initiation, planning, executing, monitoring & closure  Responsible for controlling the project parameters viz effort, cost and schedule over run  Responsible for Customer Satisfaction: Meeting Customer SLA/ Measure C-sat through Complaint tracker, Escalation management, Account review with customer  Responsible for conducting weekly/monthly/steering committee reviews with all stakeholders (customer and Wipro)  Business – Timely billing , collection, Change Request, additional business and renewals from designated accounts  To ensure implementation and maintenance of Quality Management Systems  Manage project documentation, manage ITIL framework, enable quality initiatives, conduct C-sat and enable service improvement accordingly  To identify training needs and ensure that trainings are carried out to meet the quality service requirements of the account Show less

Team Lead

• Jan 2009 - Nov 2010

 Responsible for aligning the defined and standard ITIL process of service desk.  Responsible for Tracking the Incident, Problem and Change management processes in BMC remedy and respond accordingly.  Monitoring the Change management tickets, Assessing requests for change that originated from Incident Management, Problem Management, Release Management or Continuity Management.  Monitoring the process followed by the team members to meet the SLA Adherence of the process Handled.  Ensuring that incident, problem and change requests, which are assigned to the group, are resolved within the completion targets dictated by the SLAs. This is done by ensuring that SLA escalations are followed up in an effective and timely fashion.  Escalates service outages to the service owner of the affected service when they have not been resolved within the available resolution time dictated by the related SLA.  Responsible for Telephone, Email and Web Support.  Attend Concall Meeting with the client at Onsite on weekly Basis on Issues related to Skill, Area of Improvement and implement accordingly.  Identifying the repeated/re-occurring incidents, problem and Change and its impact on the users/business. Discussing with the stakeholders and finalizing a workaround/permanent resolution.  Weekly / Monthly Reviews and Reporting.  Ensuring that incident, problem and change requests, which are assigned to the group, are resolved within the completion targets dictated in the SLA’s. This is done by ensuring that SLA escalations are followed up in an effective and timely fashion.  Identifying the repeated/re-occurring incidents, problem and Change and its impact on the users/business. Discussing with the stakeholders and finalizing a workaround/permanent resolution. Show less

Senior Customer Support Engineer

• Jan 2007 - Dec 2008

 Training the Resident Engg based at Goldman Sach’s Site on the business process and ITIL process  Intercommunicate the Post and Pre Evaluation feedback of the Resident Engg with the team and Program Manager on the process knowledge.  Sharing the Participants assessment on the training with the Talent Transformation Team of Wipro and follow up with them for necessary improvements.  .  Part of HR group representing Goldman Sach’s. This included Co-ordinating for all HR related activities at GS for 120 member Team.  Understand the Area of the Improvement of the Individuals on Technical Skills and provide necessary Training and constantly monitor the Area of Improvement and resurrect them to next Level.  Monitoring the process followed by the team members to meet the SLA Adherence of the process Handled.  Training the new resource on the process.  Attend Calendarized Concall Meeting with the client at Onsite on weekly Basis on Issues related to Skill issues and Area of Improvement and implement accordingly. Show less