Muzammil Meddekar Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Experienced in Agile and DevOps practices, Service Excellence and Automation, Organisation Design, Lean Management and Six Sigma, I have been part of multiple engagements which have delivered significant benefits to clients across Australia, United States, Mexico, Argentina, and India. See below for a listing of key engagements and my achievements in delivering them.

Toluca Area, Mexico And Buenos Aires, Argentina

Project description- With multi-million dollars investments, the client was embarking on a large-scale transformation to drive Agile adoption across the organisation, implement DevOps across all technology stacks, drive automation across application lifecycle, and fundamentally transform IT operations across for its Latin American divisionResponsibilities and achievements- Led the Service Management Transformation track at Mexico IT, and all tracks (Enterprise-scale Agile, DevOps, test automation, Metrics and KPIs, and Service Management) for Argentina IT, with direct reporting into the Latin American IT Director for Transformation- Adopted a 3 phase approach to IT Transformation: (1) Assess current maturity across each track (2) Develop improvement roadmap, and (3) Drive execution and realise benefits- Re-designed the IT portfolios to drive agility; Application teams were transformed into pods that have all the capabilities required to plan, design, build, run, and ultimately sunset the complete application and infrastructure stack- Managed technical experts that implemented CI and CD across all technology stacks at the client’s organisation: Open Systems, Mainframes, and iSeries boxes- Managed automation experts that used industry-leading tools to automate thousands of test scripts- Designed and implemented the Service Management Transformation (SMT) strategy with improvements across People (pods), Process ("minimum viable process" approaches), and Technology (uplifting maturity of monitoring and log management, machine learning, and robotic process automation to predict incidents and to automatically respond to service disruption)- At the end of the first year of IT Transformation, the client realized significant cost savings, 75% reduction in regression test cycles, 40% improvement in release cycle time, and 25% improvement in service quality

Melbourne, Australia

Project description- The client was experiencing a high volume of production incidents leading to service degradation and outages, a majority of which were thought to be due to poor testing before deployment- There was a lack of understanding for the "true" root cause of incidents and their origination in the application development lifecycle- Cost of responding to incident was high and service quality and customer experience was being negatively affectedResponsibilities and achievements- Developed a framework for detailed analysis and root cause identification for high priority production incidents- Using statistical techniques, "hot spots" for incidents were determined across multiple parameters like technology, infrastructure, business services, etc.- Developed insights into incident trends, identified the proportion of preventive versus mitigating controls through techniques like Bow Tie analysis- Created detailed reports based on these insights and provided recommendations and roadmaps for addressing the root causes through multiple initiatives- Set up a Process Improvement Working Group with representation from teams across application and infrastructure lifecycle, developed the group's charter, and chaired the initial meetings- Developed a detailed framework for measuring the true cost of an incident across detection, response, service recovery and restoration, investigation, and implementation of preventative controls- Significant (>40%) reduction in high priority incident volumes were achieved over a period of time, many of which were directly due to actions taken in response to the aforementioned analytics

Sydney, Australia

Project description- The client was embarking on a technology simplification and optimisation journey with an aim to identify and eliminate bottlenecks to service delivery- The client requested Infosys to take ownership (plan, execute, and deliver value) for IT process-related initiatives of the simplification agendaResponsibilities and achievements- Developed a roadmap of optimisation initiatives across IT processes and delivery, with detailed charter for each initiative, prioritised based on Cost-Benefit analysis- Leveraged the SPEED framework (Lean Thinking based process optimisation methodology) to execute each identified initiative and to deliver on the expected benefits- Conducted multiple Value Stream Mapping (VSM) workshops with different stakeholders to map the end-to-end application development and maintenance lifecycle- Identified areas of improvement (referred to as “wastes” in Lean philosophy) through analysis of the VSM maps and recommended optimisation initiatives to address them- Conducted multiple training sessions to develop the Lean capability in the client organisation through day-long workshops, activities, games, and exercises- The client realised a reduction of 20%-25% in non-value-adding activities (NVA) in application development process, 30%-35% improvement in quality, and 15%-20% reduction in total cycle time (from business requirements to deployment of code into production environment)- Received excellent feedback from all client stakeholders (including perfect scores in feedback forms for workshop and training sessions)

Sydney, Australia

Project description- As part of a large transformation, the client was looking to overhaul their technology supplier landscape and required an efficient framework for Supplier Governance and wanted to develop it based on best practices in the industry- The client often faced the issue of inadequate knowledge transfer from the incumbent to a preferred supplier, and lacked a framework to effectively govern and manage this transition- The client also required an estimation model to be built to objectively evaluate quotes from multiple suppliersResponsibilities and achievements- Analysed existing processes, procedures, and work practices to identify improvements and leveraged best practices in the industry by bringing learnings from other clients- Developed detailed framework (process documents, process and workflow maps, procedures and guidelines, training materials and templates) for Supplier Governance- Developed the process framework for Due Diligence before on-take of service delivery by the incoming or the preferred supplier- Developed the process framework for Transition Planning and Execution (Knowledge Transfer, Validation of Supplier Capabilities, Secondary Support, and Primary Support)- Developed evaluation forms, tests and quizzes, and playback sessions to evaluate supplier capability and to certify supplier readiness before service delivery- Created a detailed, data-driven estimation model based on previous transition programs executed by the client and based on the data available in the industry- The developed estimation model is used by the client to objectively evaluate quotes from multiple suppliers and for validating the business case- Conducted multiple training sessions to various roles (like Transition Managers, Program Managers, etc.) on the multiple process frameworks developed as part of the project- Conducted workshops to showcase the estimation model and trained teams on updating the model on periodic basis

Sydney, Australia

Project description- The client was looking to set up an independent testing function and required support in developing the process, framework, and guardrails around this new function- There was also a requirement to drive test governance through metrics and to enable data-driven decision makingResponsibilities and achievements- Developed detailed framework (process documents, process maps, workflows, procedures and guidelines, training materials and templates) for Test Strategy and Planning, Test Execution, Defect Management, Test Governance, and Continuous Improvement of Testing services- Developed system requirements for a Test Management tool and worked closely with the technical implementation team in delivering the requirements- Developed a ‘Metrics Led Governance’ (MLG) framework, including key measures, metrics, and key performance indicators (KPIs) for Test Management (e.g., cost, schedule, effort of the testing program), Test Execution (e.g., rate of progress) and Defect Management (e.g., detected to closure)- Developed system requirements for an in-house technical solution for enabling the MLG framework and worked closely with the technical teams in delivering the requirements

Bengaluru Area, India

- Software Quality Advisor to a large Theatrical and Home Entertainment Services Customer, providing process consulting in ITIL ITSM v3 compliance, ensuring process adherence through detailed audits and driving process improvements through Lean and Six Sigma- Led the Causal Analysis and Resolution (CAR) initiative as senior high-maturity task force member, and the Process Performance Modeling (PPM) team, responsible for data analytics and construction of prediction models (static multiple linear regression models)- As part of Software Engineering Process Group’s extended team of auditors, conducted audits on compliance to organization’s Quality Management System, SEI CMMI-DEV v1.2 and ITSM ITIL V3 models- Conducted trainings on the organization's QMS and process improvement methods and was honored with the 'Best Process Trainer' award

Chennai And Bengaluru, India

- As a certified Black Belt in Six Sigma, ran the Six Sigma Process Excellence initiative for a BU, sucessfully completing 8 six sigma projects and earning a "Feather in My Cap" award from the Group Head of Quality Assurance. Through trainings and workshops, mentored Green Belts and Project Managers in the organization.- Contributed towards a BU-level initiative for improving the "Deliver Right First Time" capability. Run as a Six Sigma project, taking inputs from C-Sat scores and Customer Complaints (Voice of Customer) and Audit Non-conformances and Observations (Voice of Process), five improvement areas and actions on them were identified for the BU. Work on this project was appreciated by the Group Head of QA.- As a certified auditor, have audited multiple projects in various domains and of different types in the organization for compliance to the organization's QMS, ISO 9001:2008 standard and SEI CMMI for Development v1.2 model. Been a regular contributor to the SEPG's Audit Office.- Contributed towards the organization's goal of certification in high-maturity practices of CMMI for Development v1.2 model through conducting trainings and workshops in HM practices, Statistical concepts and analytics, constructing Process Performance Models (PPMs) and Process Capability Baselines (PCBs), composing the Process Maps, identifying QPPO objectives and formulating governing mechanisms for the same through SPC tools like Control Charts.- As a Lean Leader, have implemented multiple lean projects for Operational and Process Excellence objectives.- Took a lead role in preparing and conducting BU-level forums like Quality Improvement Councils (QIC) and Management Review Meetings (MRM).- With a strong statistical analytics background, contributed towards Customer Satisfaction analysis and identification of improvement areas. Actions in these areas resulted in improving C-Sat scores by over 1000 basis points.