Senior Service Delivery Manager

• May 2017 - Present

Program Manager

• Apr 2015 - Apr 2021

Accountabilities: Develop & maintain productive business relationship with clients to understand & document scope and customer requirements. Perform requirements gathering & define high-level Scope, Base lining the Project Scope. Guide team members in accomplishment of project targets through efficient management of resources, costs & schedules. Liaise with cross-functional teams in end-to-end management of assigned projects. Formulate Project Definition Document and conduct Project Kick Off meeting. Evaluate the Requirements Traceability Matrix to track any deviation in scope and initiate the Change Management process as appropriate. Plan, Execute and Manage processes like Risk Management, Quality Management and Communication Management. Monitor Track and Report project status on Budget, Schedule, Scope and Quality. Project closedown that includes closing all resource requests, procurement requests, engineering work orders and client acceptance and lesson learned update.

Lead - IT Infrastructure (Project Manager)

• Jan 2015 - Apr 2015

Project Manager (IT Infra)

• Nov 2013 - Jan 2015

Project Control Analysts

• Jun 2008 - Nov 2013

The Noble Bio Care Infrastructure Transition program is program which involves coordination with sites in North America and Europe. I, along with the Program Managers, have been working together managing, controlling and maintaining this important and valuable program. All the efforts are vested in to streamline the program as per global project management processes & practices. The program involves around Data center relocation, resource transition, network build, disaster recovery, server management etc. projects, also I have setup the Performa records for projects based on client requirement. Performa is a web based tool where we can create the records of a project and can track them. It provides all the functionalities of tracking a project in terms of budget, status, stakeholder information, labor hours etc. I have also been setting up some initial project records for the client and also providing support to project managers.

Sr. Technical support Officer

• Jun 2006 - May 2008

Process: KOHINOOR Job Responsibilities: Troubleshooting and configuration of modem/routers provided by British Telecom limited Running various line tests on the isp line for connectivity issues. Troubleshooting wireless products for various wireless issues. Process: KOHINOOR Job Responsibilities: Troubleshooting and configuration of modem/routers provided by British Telecom limited Running various line tests on the isp line for connectivity issues. Troubleshooting wireless products for various wireless issues.

Senior Customer Care Executive

• May 2005 - May 2006

Role: Working as Sr. Customer Care Executive for Mortgage Process (US) PROCESS: NATION WIDE (Outbound Process) Job Responsibilities: Selling Mortgage Deals to the US customers. Maintaining the daily reports for the team members. Giving Process knowledge to the new Hires. Role: Working as Sr. Customer Care Executive for Mortgage Process (US) PROCESS: NATION WIDE (Outbound Process) Job Responsibilities: Selling Mortgage Deals to the US customers. Maintaining the daily reports for the team members. Giving Process knowledge to the new Hires.

Advisor

• Oct 2001 - Jan 2005

Role: Was working as a General Insurance Advisor. Job Responsibility: Generating business(Insurance Policies) for the company. Working on renewal of the policies. Maintaining Data base of the clients. Dealing with claims & no claim Bonus(Objection Handling). Updating all the clients about the new policies or any changes in the existing policies.(Keeping Customer Informed) Role: Was working as a General Insurance Advisor. Job Responsibility: Generating business(Insurance Policies) for the company. Working on renewal of the policies. Maintaining Data base of the clients. Dealing with claims & no claim Bonus(Objection Handling). Updating all the clients about the new policies or any changes in the existing policies.(Keeping Customer Informed)