Delivery Manager

• Mar 2023 - Present

Associate Delivery Manager

• Dec 2020 - Present

At Legato Health LLP, I building product development team for digitization of healthcare, as per the AI portfolio. Delivered Telehealth platform in record time during pandemic to help patients consult doctor. Substantially, I lead automation for across businesses, especially SMEs and work on DevOps for whole project. I have set benchmark of service delivery standard as per global standards for software delivery lifecycle (SDLC). Spearhead 5 team leads and 4 technical leads with total… Show more At Legato Health LLP, I building product development team for digitization of healthcare, as per the AI portfolio. Delivered Telehealth platform in record time during pandemic to help patients consult doctor. Substantially, I lead automation for across businesses, especially SMEs and work on DevOps for whole project. I have set benchmark of service delivery standard as per global standards for software delivery lifecycle (SDLC). Spearhead 5 team leads and 4 technical leads with total span of 120 associates which will grow up to 150 with admissible efforts. I closely worked with leadership team in adherence with re-structuring the program to execute the factory model. I setting up team from the scratch and introducing new roles for efficient management. Proficiently steer workforce with abilities to delegate responsibilities for projects accomplishment. Value offered:  Built a pilot team of 12 members from the scratch as part of SaaS to build an AI enabled product (Tele healthcare) to address the health care needs during the pandemic and was highly engaged in the product development Lifecyle.  Built end to end 100+ Contact center teams fully scaled with Omni channel experience and which enabled transformation for Genesys and Amazon connect  Played a critical role in migration from legacy-based enterprise to an omni-channel system; migrated 40,000 toll free numbers.  Work on cloud transformation of the facility center and act as core member of transformation of basic system to cloud-based environment.  Played key role on transforming the customer experience across the line of business.

Team Lead

• Feb 2019 - Dec 2020

Analyst

• Jul 2018 - Feb 2019

Here I Joined as pilot associate and helped the organization in setting up contact center with full-efficiency. I oversaw all the business aspects including setting up operations and team and ramping it up significantly. Provided technical assistance to the clients and delivered the solution as per their requirements. Proffered IT infrastructure and software supervision to the organization and clients. Within the scope of the role, I coordinated for multiple lines of business of Bank of… Show more Here I Joined as pilot associate and helped the organization in setting up contact center with full-efficiency. I oversaw all the business aspects including setting up operations and team and ramping it up significantly. Provided technical assistance to the clients and delivered the solution as per their requirements. Proffered IT infrastructure and software supervision to the organization and clients. Within the scope of the role, I coordinated for multiple lines of business of Bank of America for trouble or major incidents. I set up the team from 4 members to 12 members including scaling and stabilizing for a newly launched product during the pandemic. Upskilled the technical team in the areas Genesys of Ai, Python and Full stack making them completely reliable for the global stakeholders.

Senior Software Engineer

• Jun 2014 - Jul 2018

Experienced in service delivery, project management and currently a part of CTI Production Support L3 team and Monitoring Tools support for Genesys Enterprise Support Center. Handle all the Genesys production level changes and enhancements Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted… Show more Experienced in service delivery, project management and currently a part of CTI Production Support L3 team and Monitoring Tools support for Genesys Enterprise Support Center. Handle all the Genesys production level changes and enhancements Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels. Liaise with the Service Delivery, Operational Groups and Customers on Priority 1 and 2 Incidents. Manage vendors, third party suppliers and internal/external Service Provider Groups involved in the Incident Management process where responsible to deliver a Service Level Agreement and/or or Operational Level Agreements. Attend Daily Service Review Meeting, Provide Input/Status to Report, and Review Prior Day’s Incidents & Service request & Follow-up with technical groups when necessary. Produce Incident Management reports internally which includes statistical graphs, trending analysis and articulation. Produce adhoc Incident Management reports for Management at direction of Service Delivery. Ensure Quality Assurance on all Reports to the customer and the business. Implement, review, maintain and audit all ITIL Incident Management process and procedures. Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation.

Assocciate

• Sep 2011 - May 2014

Enterprise Routing Service Center.Work on the Genesys contact center technology. All-round Contact Center experience majorly in Genesys Contact Center Solutions. CTI resources , Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels. Liaise with the Service Delivery, Operational… Show more Enterprise Routing Service Center.Work on the Genesys contact center technology. All-round Contact Center experience majorly in Genesys Contact Center Solutions. CTI resources , Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels. Liaise with the Service Delivery, Operational Groups and Customers on Priority 1 and 2 Incidents. Manage vendors, third party suppliers and internal/external Service Provider Groups involved in the Incident Management process where responsible to deliver a Service Level Agreement and/or or Operational Level Agreements. Attend Daily Service Review Meeting, Provide Input/Status to Report, and Review Prior Day’s Incidents & Service request & Follow-up with technical groups when necessary. Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation. Produce adhoc Incident Management reports for Management at direction of Service Delivery. Ensure Quality Assurance on all Reports to the customer and the business. Implement, review, maintain and audit all ITIL Incident Management process and procedures. Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation. Show less Enterprise Routing Service Center.Work on the Genesys contact center technology. All-round Contact Center experience majorly in Genesys Contact Center Solutions. CTI resources , Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels. Liaise with the Service Delivery, Operational… Show more Enterprise Routing Service Center.Work on the Genesys contact center technology. All-round Contact Center experience majorly in Genesys Contact Center Solutions. CTI resources , Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels. Liaise with the Service Delivery, Operational Groups and Customers on Priority 1 and 2 Incidents. Manage vendors, third party suppliers and internal/external Service Provider Groups involved in the Incident Management process where responsible to deliver a Service Level Agreement and/or or Operational Level Agreements. Attend Daily Service Review Meeting, Provide Input/Status to Report, and Review Prior Day’s Incidents & Service request & Follow-up with technical groups when necessary. Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation. Produce adhoc Incident Management reports for Management at direction of Service Delivery. Ensure Quality Assurance on all Reports to the customer and the business. Implement, review, maintain and audit all ITIL Incident Management process and procedures. Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation. Show less

IT Analyst

• Jan 2011 - Sep 2011

Analyst : Customer service,Service delivery ,Network operations support,Contact center technology support ,Clinical data-management,SQL ,SAP BO,reporting ,Automation,Vendor Managment Analyst : Customer service,Service delivery ,Network operations support,Contact center technology support ,Clinical data-management,SQL ,SAP BO,reporting ,Automation,Vendor Managment