• Develop and manage project plan for customer implementation and decommission projects (DC Setup, Migrations, Cloud & Recovery Services) • Establish project scope with stakeholders and manage implementations to ensure on-time delivery.• Define requirements and plan project life-cycle deployment through coordination of project kickoff. • Define resources and schedule for project implementation. • Create strategies for proactive risk mitigation and contingency planning. • Plan and schedule project deliverables, goals, and milestones. • Direct and oversee project engineering team and manage conflicts within group. • Perform team assessments and evaluations. • Efficiently identify and solve project implementation issues. • Demonstrate leadership to define requirements for project risk. • Design and maintain technical and project documentation. • Coordinate and facilitate weekly status meetings with stakeholders.• Document and track open issues for client and project team.• Maintain project artifacts by ensuring all client information/documentation is stored in central repository, and client folders are up to date and contain correct data.• Provide guidance and mentoring to peers as needed.• Own and Govern end to end project life-cycle

•Consultation & support for the IBM Emptoris Contract Management & Strategic Supply Management applications.•Validate the priorities of the Incidents and defects in Production and Non Production environments.•Open bridge calls for all the critical incidents and defects. Invite all the technical support teams and lead the investigation towards resolution.•Send timely notification to Customers, Clients, Management, and Stakeholder as and while managing the critical incidents.•Do analysis of open and closed tickets, Identify the trend and find a permanent fix to prevent similar issues occurring again.•Coordinate with Change management team to get approval to implement changes•Coordinate with Problem management team to identify the root cause of all the Sev1’s and Sev2’s ticket.•Engage internal and external stakeholders to improve the contracting process and assist clients in actively managing contracts throughout the procurement lifecycle.•Testing and identifying defects/bugs/enhancements in the application and then coordinating with Engineering / Product Management teams to ensure smooth and on-time delivery of hot-patch fixes.•Managing system outages via published major incident management process. Analyze server and application log files to identify root cause of issues or errors.•Working with ITOps/DBA to extract data using SQL queries for database reports.•Assisting On-Prem Clients in meeting their custom requirements based on their hosting environment and Application Infrastructure.•Create SOP’s and Knowledge base documents for the 1st level support team.•Perform UAT and Production testing.•Collaborate with Engineering, Product Management, QA, DevOps, IT Ops towards formulating best practices for Clients.•Practice Problem management, Ticket management, Incident management

• Application support for SANpulse and SANatomy Application• Generating Data Migration reports for Clients using SANpulse Application.• Working on JIRA ticketing tool and completing tasks/tickets assigned.• Application Regression testing, sending out build and release notes for the software updates released.• Running basic SQL queries for the clients created.• Smoke testing using Qualitia software.• Quality Analysis and Testing for the SANlogics Application

• Provide front line support and incident management including application support for Emptoris Contract Management (ECM) Application. To determine the correct behavior of the Contract Management Application and report to second level support any bugs in the way the software application works.• To understand the hardware and software requirements of the Client Desktop, and know how to determine and verify customer configurations.• Working knowledge of the various products including the Extension Framework related to Contract Management Application. Emptoris Contract Management is a web based integrated software application which combines many platforms like Apache Server, Windows 2003 servers, weblogic, websphere, cygwin, Actuate reporting, Windows Word and Internet Explorer.• Providing support to clients over call and emails and working on the cases logged by client depending on the priority of the case determined by the Production stopper on clients end.

• Leading a team of 15 FTE’s for a major UK based ISP.• Coordinated for all Technical and system implementation, specific to the process.• Preparing process guides, setting the time limits to stabilize the process.• Engaged in creating process manuals for the process transitioned.• Also have the skill of Situational leadership.• Training associates on the process migrated, monitoring their performance & training associates at regular intervals on the process, if required.• The process includes Providing Second level Technical Support to the Client.• Creating and monitoring team schedules and calendars.• Assist in creating training plans/part time trainer.• First Level quality check.• Handling escalated queries from the clients and also escalation calls.• Daily handling Client Calls and updating the client on the SLA, Set Targets, Achieved Targets, and Performance.• Mentoring team members on performance.• Key Participant in weekly conference calls