Aishwarya Dubey Email & Phone Number

Delhi, India

As the Program Manager overseeing all CSI projects, enhancements, experience uplifts, and upgrades, I lead discussions with the Extended Leadership Team to shape yearly roadmaps. I strategically identify projects aligned with business objectives, obtaining sponsor approval before initiating requirements gathering. Throughout the entire program lifecycle, I meticulously manage planning, execution, deployment, support handover, and closure, ensuring adherence to processes and timely sign-offs. As a member of the Extended Leadership Team, I facilitate communication and coordination among stakeholders, addressing dependencies, risks, and issues. I publish regular progress reports and updates, highlighting key achievements and escalating concerns to the appropriate stakeholders.

I was working for Deloitte as the project manager. I meticulously oversee every aspect of the project lifecycle, ensuring adherence to PMO processes and obtaining necessary approvals, including IT governance and phase gate approval from sponsors and ITLT. I facilitate clear communication by hosting weekly cadence meetings, where I provide comprehensive status updates and address any issues or risks with stakeholders. Additionally, I maintain up-to-date project artifacts and budget trackers, aiding in cost estimation and reporting monthly LTF and actuals. Utilizing tools such as EPM, MPP, and Azure DevOps, I streamline project management processes while presenting progress to the monthly ITLT meeting, comprising directors and the CIO.

As a seasoned project manager, I excel in effectively communicating project status updates and roadblocks to senior leadership, ensuring alignment with customer expectations and preventing timeline, cost, and quality issues. My responsibilities include coordinating project schedules, hosting scrum meetings alongside technical leads, and overseeing all project phases to guarantee thorough documentation. I meticulously enforce process adherence and ETVX compliance across the team, ensuring realistic effort estimates and timely delivery. Serving as the primary client liaison, I adeptly gather requirements, manage blockers, and handle change requests in collaboration with the pre-sales team. Additionally, I maintain regular communication through weekly reports, facilitate retrospective meetings, manage project artifacts, and administer the ZOHO Projects application.From Oct 2018 to Feb 2020 - Senior Support Coordinator - Ops ManagerAs a dedicated support manager, I've significantly improved operational efficiency by implementing ITIL processes, effectively handling support escalations via calls and emails. I take ownership of incidents, problems, service requests, and change requests, managing two teams comprising an SME, six associate CSEs, and three system engineers. Through real-time analysis and proactive queue management, I ensure timely resolution and adherence to SLAs. Additionally, I lead RCA reviews, coordinate new requests, and foster knowledge management within the team. Regular reporting on INC, WO, and CSAT metrics, along with dashboard presentations to stakeholders, demonstrate our commitment to excellence. By fostering skill development and transitioning to a DevOps mindset, I've transformed the team into a dynamic force focused on continuous improvement and innovation.

As a proficient incident manager, I oversee critical, high-priority infrastructure incidents with significant impact and urgency, orchestrating cross-disciplinary team efforts to swiftly restore services. With a focus on real-time communication and continuous follow-up, I liaise with global support teams and serve as the primary contact for customers during high-priority incidents. By driving effective group chats and bridge calls, I facilitate rapid incident resolution while also issuing executive alerts and IT bulletins to ensure stakeholders are informed. Adhering to SLAs, I diligently monitor support team progress, produce comprehensive KPI reports, and collaborate with Change Management for emergency resolutions. Drawing on ITIL principles, I refine processes to meet contractual SLAs, monitor performance, and conduct service quality audits to uphold operational excellence.

As a technical support specialist for UK-based ISPs, I provide comprehensive assistance to customers dealing with various issues related to broadband, TV set-top boxes (STB), FTTC (Fiber to the Cabinet), and landline telephones. This includes troubleshooting router settings, diagnosing problems with TV STBs, identifying issues with telephone lines, and addressing concerns such as crackling, disconnections, and call barring. Additionally, I assist customers with configuring email accounts using POP, IMAP, and OWA protocols, both on Microsoft Outlook and webmail platforms. Furthermore, I help customers optimize their internet speeds and troubleshoot related issues, drawing on my expertise with tools such as Remedy, Resolve, Trio, and Cisco.