• Monitoring projects with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects
• Engaging stakeholders at all levels for successful system design and implementations
• Collaborated with the Senior Management and provided strategic direction on technology initiatives in line with the core organizational goals and business & profit objectives of the company
• Understanding client’s needs, preparing detailed process flow for functional requirements, customizing product accordingly and consulting with technical team to provide solutions as per the delivery schedules
• Formulating proof of concept, CRP, performing user acceptance testing & extending post go-live support to end-users
• Validating & reviewing business processes relating to their functional area including the interfaces with other areas as “Process Owners”
• Acting as escalation point to resolve all support issues, driving resolution of customer's technical support issues; sharing best practices with team members to enhance quality technical support
• Monitoring smooth implementation of the project at client’s location and providing offshore support; maintaining updated document related to process and procedures; ensuring the quality & timeliness of the deliverables
• Recommending IT infrastructure requirements and upgrading to ensure acceptable levels of Security, Disaster Management and Data Recovery Plans; establishing and running Data Centre Infrastructure including sizing, configuration, bandwidth estimation, network management, load balancing, etc.
• Leading, mentoring & monitoring the performance of team members; setting up and maintaining Critical to Quality & Critical to Process targets; ensuring higher productivity and meeting of individual & group targets; resolving customer complaints and escalations of the team
• Managing routine people management tasks like recruitment, shift rotation, performance evaluation, front ending customer escalations and setting up corrective action plans