Highly accomplished Senior Program and Project Manager with over 14 years of experience in the tech industry, my journey has been marked by a steadfast dedication to Agile leadership and program / Product management. Expertise in guiding multiple product development with dedicated Scrum teams at a time and proficient in implementing Service Now and MS Dynamics and other Atlassian tools for software development projects. Adept at collaborating with UX designers, product… Show more Highly accomplished Senior Program and Project Manager with over 14 years of experience in the tech industry, my journey has been marked by a steadfast dedication to Agile leadership and program / Product management. Expertise in guiding multiple product development with dedicated Scrum teams at a time and proficient in implementing Service Now and MS Dynamics and other Atlassian tools for software development projects. Adept at collaborating with UX designers, product managers, engineering managers, and product leadership teams. Extensive experience in CRM platform development, data migration, e-commerce, web applications. Currently spearheading the Scrum teams as part of Program management/Product management at my organization, I am committed to the delivery of innovative SaaS Solutions . The essence of my work lies in driving programs that deliver value, aligning with our company's culture of excellence and innovation. My approach is rooted in fostering diverse perspectives and leveraging my expertise in Generative AI to enhance product development Show less

• Lead cross functional global service teams of IT products and service management. • Responsible for over 10M/Year budget for software and services. Managing a team of 10 Service managers reporting directly. Developed employee onboarding solutions, leading to a 30% increase in satisfaction score. Supervised 30+ projects from start to finish to implement changes and adjust as needed, overall optimization and automation resulting in 1.5M savings. • Technical Program lead for CRM… Show more • Lead cross functional global service teams of IT products and service management. • Responsible for over 10M/Year budget for software and services. Managing a team of 10 Service managers reporting directly. Developed employee onboarding solutions, leading to a 30% increase in satisfaction score. Supervised 30+ projects from start to finish to implement changes and adjust as needed, overall optimization and automation resulting in 1.5M savings. • Technical Program lead for CRM migration from SFDC to MS Dynamics and MS Dynamics to ServiceNow. • Ownership of Knowledge, Incident and Agent Workspace -AWA Modules on ServiceNow. • Initiated projects with the pre-sales team, preparing Project Charter and SOW. • Developed and adopted Custom agile framework for the department based on the company business requirement. • Build and implemented templates for Project Charter, Roadmap, Product Backlog, Release backlog, Sprint planning, Capacity Planning, Sprint review metrics, Retrospective, and sprint review checklist. • Led and managed network operations services, ensuring service delivery met or exceeded customer expectations. • Collaborated with project managers, business analysts, and other stakeholders to ensure smooth operations. • Identified and implemented lean process improvements to enhance operations. • Provided guidance, coaching, and mentoring to team members, fostering a high-performing team environment.Operate with limited direction and oversight to deliver compelling recommendations on-time and on-budget.conduct user research through interviews and workshops to translate human behaviors into personas, user stories, service blueprints, and journey maps.• Create generative and evaluative research plans, identifying goals, methods, and timelines.• Develop participant screening protocol and write discussion/interview guidelines. Show less

• Led a global social media team of 32, ensuring stakeholder satisfaction across North America, Asia-Pacific Japan, and Europe, Middle East, and Africa regions.• Conducted comprehensive research and analysis on external websites to optimize HP Technical Support's online presence and process support.• Spearheaded tool User Acceptance Testing (UAT), ensuring completion within deadlines, and managed system, tool, or process issues effectively.• Collaborated with the Analytics Team to… Show more • Led a global social media team of 32, ensuring stakeholder satisfaction across North America, Asia-Pacific Japan, and Europe, Middle East, and Africa regions.• Conducted comprehensive research and analysis on external websites to optimize HP Technical Support's online presence and process support.• Spearheaded tool User Acceptance Testing (UAT), ensuring completion within deadlines, and managed system, tool, or process issues effectively.• Collaborated with the Analytics Team to define critical business metrics and develop dashboards, scorecards, and monitoring systems.• Managed escalations, moderated content, and oversaw out-of-scope and unresolved case research, improving response strategies and customer satisfaction.• Developed and delivered training programs, enhancing skills and knowledge of dedicated agents and team members.• Implemented stringent post-monitoring processes for branded channels, maintaining high quality and procedural standards.• Initiated research projects to explore innovative monitoring and engagement strategies using tools like Radian6 and Lithium.• Produced detailed weekly and monthly performance reports, driving continuous improvement and team accountability. Show less

Organization : Dell International Services LOB : US and CanadaDesignation : Sr. Technical Support AnalystDuration : Nov 2007 to June 2010.Location : Bangalore, India.Roles and Responsibility:• Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)• Ensure entire team meets its business target for warranty cost metrics (DR, RDR, Dispatch cost) and resolution… Show more Organization : Dell International Services LOB : US and CanadaDesignation : Sr. Technical Support AnalystDuration : Nov 2007 to June 2010.Location : Bangalore, India.Roles and Responsibility:• Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)• Ensure entire team meets its business target for warranty cost metrics (DR, RDR, Dispatch cost) and resolution metrics (RR, XPR).• Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)• Arrange mentoring sessions based on needs analysis (through audits and failure scrubs) and coach to proper troubleshooting and guideline adherence improvements. Show less