Ankush V. Email & Phone Number

Remote

As a Program Manager at Origin Scale, I was doing strategic planning, execution, and delivery of our SaaS solutions. Also lead cross-functional teams, manage project lifecycles, and ensure alignment with our business goals. My role involves overseeing multiple projects, optimizing processes, and fostering collaboration across departments to achieve exceptional results.**Key Responsibilities:**- Lead and manage end-to-end program delivery, from inception through execution to successful completion.- Develop and maintain program plans, timelines, and budgets while ensuring adherence to project milestones and deliverables.- Coordinate with product, engineering, and operations teams to align program objectives with business goals.- Implement best practices for Agile and DevOps methodologies to enhance efficiency and productivity.- Monitor and manage risks, resolve issues, and address challenges that arise during the program lifecycle.- Communicate program status, progress, and issues to stakeholders, providing clear and actionable insights.- Drive continuous improvement by analyzing program performance and incorporating feedbacks.

Remote

Gurugram, Haryana, India

As a Senior Team Manager for the Office 365 Azure project, I have played a critical role in leading a high-performing team of 50+ engineers, including 8 tech leads and 8 tier-2 engineers, to deliver top-tier cloud solutions and services to our clients.Also ensuring that all project KPIs are met or exceeded, both at the individual team level and across multiple sites including Pune, Gurgaon, and Bangalore.### **Key Responsibilities**#### **1. Leadership and Team Management**- **Lead and Mentor**: Lead a team of over 50 engineers, including 8 tech leads and 8 tier-2 engineers, ensuring they are aligned with the project's goals, KPIs, and overall business objectives.- **Team Development**: Identify and nurture talent within the team, providing coaching, professional development opportunities, and fostering a culture of continuous learning.- **Performance Management**: Implement performance management processes, including regular appraisals, to ensure the team meets the highest standards of performance. Address performance issues promptly and effectively.- **Resource Planning**: Collaborate with HR and other stakeholders to ensure the team is adequately staffed, with the right mix of skills and experience to meet project demands.- **Technical Guidance**: Provide technical direction and support to tech leads and engineers, ensuring they have the resources and guidance needed to solve complex technical challenges. #### **2. Project Management**- **Project Planning**: Oversee the planning, execution, and delivery of the Office 365 Azure project, ensuring that all milestones are met within the agreed timelines.- **Risk Management**: Identify potential risks and implement mitigation strategies to minimize project disruptions.- **Change Management**: Lead change management initiatives to ensure the smooth implementation of new technologies, processes, or client requirements. Ensure all stakeholders are adequately informed and prepared for any changes.

Gurugram, Haryana, India

As a **Senior Technical lead ** for the Windows Live, OneDrive, and Outlook.com process, I have played a pivotal role in providing advanced technical support and handling high-profile customer cases. Your responsibilities extend beyond standard technical troubleshooting to include managing escalated cases from press customers, VIPs, and attorneys, often originating from the CEO's office. Additionally, you support global Tier 2 teams, ensuring they have the guidance and expertise needed to resolve complex issues.**Key Responsibilities:**- **Advanced Technical Support:** Provide expert-level troubleshooting and resolution for complex issues related to Windows Live, OneDrive, and Outlook.com. This includes deep-diving into technical problems, performing root cause analysis, and developing tailored solutions to prevent recurrence.- **High-Profile Case Management:** Handle escalations from press customers, VIPs, and attorneys, ensuring that these sensitive cases are resolved promptly and to the highest standard. You work directly with the CEO's office to address these critical issues, maintaining confidentiality and professionalism.- **Global Tier 2 Support:** Act as the main point of contact for Tier 2 teams worldwide, providing guidance, technical expertise, and support on complex cases they cannot resolve. You assist in bridging knowledge gaps and ensure consistency in support quality across regions.- **Collaboration and Communication:** Collaborate closely with cross-functional teams, including product development, legal, and public relations, to ensure comprehensive solutions to customer issues. You communicate effectively with both technical and non-technical stakeholders, ensuring clarity and understanding.- **Process Improvement:** Continuously evaluate and improve support processes, developing best practices and sharing them across global teams.

Gurugram, Haryana, India

As a **Support Engineer and Subject Matter Expert (SME) in Microsoft Windows Vista and Windows 7** at Convergys, I have played a crucial role in providing advanced technical support and expertise to both customers and the support team. Your responsibilities include resolving complex technical issues, offering guidance, and optimizing support processes.**Key Responsibilities:**- **Advanced Troubleshooting:** Address and resolve high-level technical issues, performing root cause analysis, and developing customized solutions for Windows Vista and Windows 7 problems. You leverage diagnostic tools and methodologies to identify and fix system failures, ensuring a swift resolution.- **Subject Matter Expertise:** Serve as a go-to resource for the support team, providing expert advice and training on Windows Vista and Windows 7. You mentor junior engineers, helping them grow their technical skills, and contribute to the knowledge base by creating detailed documentation and guides.- **Process Optimization:** Continuously improve support processes by evaluating current practices, developing best practices, and enhancing the tools used by the team. You identify areas for improvement, propose solutions, and ensure that changes are effectively implemented to increase efficiency.- **Customer Interaction:** Handle escalated customer cases requiring advanced technical expertise. You ensure issues are resolved promptly, maintaining high customer satisfaction, and gathering feedback to improve service quality.

Noida, Uttar Pradesh, India

As a dedicated Support Engineer at Mphasis, I specialize in delivering top-notch technical support for broadband services, ensuring seamless connectivity and customer satisfaction. With a strong foundation in network troubleshooting, I adeptly manage and resolve complex issues related to broadband connections, from configuration and installation to fault diagnosis and resolution.At Mphasis, I am committed to enhancing the customer experience by providing timely, efficient, and empathetic support. My role involves collaborating with cross-functional teams to address customer concerns, continuously improving processes, and staying updated with the latest advancements in broadband technology.**Key Skills:**- **Network Troubleshooting:** Expertise in diagnosing and resolving broadband connectivity issues, including router configurations, signal problems, and software updates.- **Customer Support:** Strong focus on delivering exceptional customer service through clear communication and swift resolution of technical challenges.- **Technical Documentation:** Proficient in creating and maintaining detailed documentation for troubleshooting procedures and support processes.- **Process Improvement:** Skilled in analyzing support workflows and contributing to process enhancements for greater efficiency.- **Team Collaboration:** Effective in working with cross-functional teams to ensure a cohesive approach to problem-solving and service delivery.Passionate about technology and customer service, I strive to bridge the gap between complex technical issues and user-friendly solutions, making connectivity simple and reliable for all users.