Create and implement best practice engineering vision, strategy, policies, processes and procedures to aid and improve business performance Ensure that engineering strategies and processes are in place to meet business objectives and operational needs in terms of price, quality and delivery targets and which enables the company to function and compete effectively in the market Evaluate the challenges faced by the business & take action to mitigate risks and develop… Show more Create and implement best practice engineering vision, strategy, policies, processes and procedures to aid and improve business performance Ensure that engineering strategies and processes are in place to meet business objectives and operational needs in terms of price, quality and delivery targets and which enables the company to function and compete effectively in the market Evaluate the challenges faced by the business & take action to mitigate risks and develop opportunities Contribute to overall business strategy & annual budget processTake ownership of the engineering policy, guidelines & any associated documentsInitiate and develop creative and innovative engineering processesWork with Marketing department on product development, market opportunities & trendsEnsure strong communication between teams under leadership to facilitate exchange of information & in order to implement change & improvementsProvide leadership, coordination & coaching to the team, ensuring they are trained enabling them to achieve the operational & financial metrics within their areas of responsibility and succeed in their rolesComplete regular performance reviews, manage attendance, holidays, disciplinary issues & procedures as appropriateEstablish strategy & best practices for staff to ensure achievement of overall business objectives.Prepare the annual Engineering budget and forecasts and all Capital Expenditure proposals as well as ensuring compliance with customer & legal requirements. Manage the budget from identification to completion of projectsDevelop and maintain strong relationships with internal and external stakeholders to ensure optimal performanceWork with the rest of the leadership team to decide which engineering projects are the highest priority against the business targets & which can be executed with the available resourceWork collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the engineering strategy Show less

Heading the Technology and OperationsDeveloping and overseeing SMART Goals for hardware, software, and storage ensuring strategic capacity planning Collaborating with the technology team and other departments to ensure project goals are metDirecting and supporting the implementation of new software and hardwareIdentifying and recommending new technology solutionsCoordinating IT activities to ensure data availability and network services with as little downtime as… Show more Heading the Technology and OperationsDeveloping and overseeing SMART Goals for hardware, software, and storage ensuring strategic capacity planning Collaborating with the technology team and other departments to ensure project goals are metDirecting and supporting the implementation of new software and hardwareIdentifying and recommending new technology solutionsCoordinating IT activities to ensure data availability and network services with as little downtime as necessaryOverseeing departmental finances, including budgeting and forecastingAlign product architecture with business prioritiesCollaborate with the CEO in setting and driving organisational vision, operational strategy, and hiring needsTranslate strategy into actionable goals for performance and growth helping to implement organization-wide goal setting, performance management, and annual operating planningOversee company operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are metEnsure effective recruiting, onboarding, professional development, performance management, and retentionAnalyze internal operations and identify areas of process enhancementDevelop actionable business strategies and plans that ensure alignment with short-term and long-term objectives developed in tandem with the CEODriving the company’s operating capabilities to surpass customer satisfaction and retention, and company goalsOwn and drive the Post Sales Program Management function to ensure new customers on Yodda are onboarded successfully and efficientlyImplement new processes and tools to ensure optimal executionCoordinate project timelines, tasks, and development efforts with the internal engineering teams to manage projects and ensure we keep customers on the plan and on schedule Show less

Responsible for defining the Portfolio vision, roadmap and strategy throughopportunity pitch creation and prioritizing initiatives by working closely withBusiness and product developers team.Brainstorm ideas, requirement gathering, market research, primary & secondaryresearch, PRD s and taking product initiative with extensive market research forsuccessive product position.Executed a product strategy that resulted in an increase of MAU's by 30% YOYManaged Portfolio… Show more Responsible for defining the Portfolio vision, roadmap and strategy throughopportunity pitch creation and prioritizing initiatives by working closely withBusiness and product developers team.Brainstorm ideas, requirement gathering, market research, primary & secondaryresearch, PRD s and taking product initiative with extensive market research forsuccessive product position.Executed a product strategy that resulted in an increase of MAU's by 30% YOYManaged Portfolio Costing and Budgeting, financial analytics & launch productfamily in multiple forums and responsible for upward and downwardmanagement for the product familyAttained a 4.6 star in a customer reviewing portal thus increasing theproduct demand amongst its competitorLed multiple Business workshops and requirement gathering sessions, definedproduct MVP, responsible for story mapping, user interviews, persona mappingand user journeys, User Acceptance Testing and A/B Testing, business training,rollout plan and adoption strategy.Preparing b2b and b2c market strategies with team and planning digitalmarketing strategies on board thus increasing the YOY Revenue growth by70%Deduced Operational strategies and processes to remove bottlenecks andincrease efficiency and thus increasing EBITDA by 9% Show less

Building and leading a team of senior project managers responsible for thedelivery of the key Enterprise on premise or cloud projects in EMEA in thefinancial, telecommunication, retail and public sectorsExecutive sponsor of all major projects in the region with accountability on thecustomer satisfaction, P&L, revenue recognition and other Global KPIs, with aspecial focus on global accounts.Key member of the management team in charge of expanding new pipeline inthe… Show more Building and leading a team of senior project managers responsible for thedelivery of the key Enterprise on premise or cloud projects in EMEA in thefinancial, telecommunication, retail and public sectorsExecutive sponsor of all major projects in the region with accountability on thecustomer satisfaction, P&L, revenue recognition and other Global KPIs, with aspecial focus on global accounts.Key member of the management team in charge of expanding new pipeline inthe field of cloud based analytics, AI & RPA, value realisation services andworkforce management applicationsIncrease in EMEA revenue recognition by 35% with stronger customerinteractions and introduction of strategic callsManaging the relationship with the technical focal points in the Business Partnerorganizations and contributing to the buildup of new Partner/Channelrelationships. Show less

Accountable for transition and support of 108 applications and 23 supportfunctions in a cloud networkSpearheaded the transition from the conceptualization to operationsNegotiate and agree the contract SLAs and KPIs, Coach and mentor the serviceDelivery team to deliver the transformation programme objectivesStreamlining various MIS at global level and by means of consolidation reducingefforts by 33%Lead estimation, design and development of solutions to address… Show more Accountable for transition and support of 108 applications and 23 supportfunctions in a cloud networkSpearheaded the transition from the conceptualization to operationsNegotiate and agree the contract SLAs and KPIs, Coach and mentor the serviceDelivery team to deliver the transformation programme objectivesStreamlining various MIS at global level and by means of consolidation reducingefforts by 33%Lead estimation, design and development of solutions to address businessrequirements.Improved the Change order cycle time by 28% thus reducing turnaround timeTransitioned new programs in the account thus increasing revenue by $115millionEcommerce servers uptime increased from 94% to 97% thus enhancingcustomer retentionIncrease incident resolution time from 70% to 85% and response time from65% to 92%Refinement of support processes to meet client expectations.Engage with vendors to evaluate solutions and develop SOWs. Show less

Designed and implemented different processes and framework for VSSI TSSC toensure business continuityDeveloped the Transition Methodology for VSSIContributed to the efficiency and profitability of company by ensuringadherence to business plan targets, setting up and defining KPI/ KRA.Training up Business Managers in understanding process & systems.Rendered leadership to manage Graduate Engineers program across VSSIIncreased the productivity of a service by 160% by… Show more Designed and implemented different processes and framework for VSSI TSSC toensure business continuityDeveloped the Transition Methodology for VSSIContributed to the efficiency and profitability of company by ensuringadherence to business plan targets, setting up and defining KPI/ KRA.Training up Business Managers in understanding process & systems.Rendered leadership to manage Graduate Engineers program across VSSIIncreased the productivity of a service by 160% by introducing severalservice improvementsMerging and consolidation of few smaller service resulting into efforts savingsof approx 18% direct cost.Transition of 10 services: delivering on-time and on-cost performance, withoutany impact to the running business operationsReducing cycle time for change deployment by 25%, Improving AccessManagement turn-around time by 50%Pivotal in handling the process of knowledge sharing workshops and jobrotations for team developmentAwarded the “Vodafone Heroes” award.Leading the Employee Engagement initiative across Technology Shared ServiceBusiness UnitIncreased key accounts to expand into 3 new territories through strongrelationships and seamless operations. Show less

Oversee Vendor Management to reduce TATs by 18%Manage Global team for a client in EuropeImproved CSAT score to 82%Responsible for resource forecasting and budgetingWas stationed at UK for 1.5 years to manage client relationship and businessdevelopment.Spearheaded a team of 85 direct and indirect reports & driving KRA’s,performance metrics, quality standards and compliance.Ensured quality performance, optimizing cost structure through… Show more Oversee Vendor Management to reduce TATs by 18%Manage Global team for a client in EuropeImproved CSAT score to 82%Responsible for resource forecasting and budgetingWas stationed at UK for 1.5 years to manage client relationship and businessdevelopment.Spearheaded a team of 85 direct and indirect reports & driving KRA’s,performance metrics, quality standards and compliance.Ensured quality performance, optimizing cost structure through continuousimprovements.Provide strategic guidance across multiple client functions in partnership withclients and Soft development teams. Show less

Technical Support Engineer – CISCO Technical Assistant Centre Joined as a Technical Support Engineer. Initially joined the PIX Firewall division and was later moved to Access Router and DSL division. Involved into Customer Behaviour Analysis and had introduced few processes in the team to enhance customer satisfaction. Achieved high customer satisfaction.Significant Contributions• Supervised, motivated and trained team members for effective use of configuration of Cisco Access… Show more Technical Support Engineer – CISCO Technical Assistant Centre Joined as a Technical Support Engineer. Initially joined the PIX Firewall division and was later moved to Access Router and DSL division. Involved into Customer Behaviour Analysis and had introduced few processes in the team to enhance customer satisfaction. Achieved high customer satisfaction.Significant Contributions• Supervised, motivated and trained team members for effective use of configuration of Cisco Access Routers• Introduced few quality measures to enhance customer satisfaction• Ensure end to end ownership of incidents and service requests• Reviewed and provided solutions to Hot cases• Involved in Root cause Analysis of Problems• Involved in soft skills training for the team members • Constructed knowledgebase for the new team members to provide L1 support• One of the key members in the team for handling Irate customers• Involved in Cross training across the floor Show less

Hired as a full-time systems administrator. Provide Windows/Unix/Linux administration, network operating center (NOC) administration, LAN/WAN/VPN administration. Also manage FTP servers, AD/DNS, wireless access points and load balancers.Significant Contributions• Operate and maintain corporate network and critical networks, protecting network assets• Created a Configuration Management Database for the organization• Redesigned asset tracking technique for the… Show more Hired as a full-time systems administrator. Provide Windows/Unix/Linux administration, network operating center (NOC) administration, LAN/WAN/VPN administration. Also manage FTP servers, AD/DNS, wireless access points and load balancers.Significant Contributions• Operate and maintain corporate network and critical networks, protecting network assets• Created a Configuration Management Database for the organization• Redesigned asset tracking technique for the organization• Implemented automatic schedule backup of database and mail servers.• Was an integral part of pre sales team contributing technically in configurations• Responsible for Floor Support & conducting training sessions to enhance other team members’ technical skills.• Provided installations. Configuration, troubleshooting and fault isolation for all data processing systems• Responsible for company-wide systems and network security• Researched, recommended and implemented network enhancements that improved system reliability and performance.• Configuring Cisco routers and Checkpoint firewall Show less

• Maintained hardware and software configurations• Monitor Network Servers and continuously analyse server behaviour to optimize performance• Created a Configuration Management Database for the organization• Ensured Operating System security by applying appropriate patches and releases• Maintained LAN backup system and recover data when needed• Organised and managed an entire office move, setting up internal servers, establishing QA/Testing environment.• Installation &… Show more • Maintained hardware and software configurations• Monitor Network Servers and continuously analyse server behaviour to optimize performance• Created a Configuration Management Database for the organization• Ensured Operating System security by applying appropriate patches and releases• Maintained LAN backup system and recover data when needed• Organised and managed an entire office move, setting up internal servers, establishing QA/Testing environment.• Installation & Troubleshooting of all Project related Softwares.• Responsible for User access management • Checking of Anti-virus Updates, Windows Updates SCCM Client Installations on all m/cs.• Contributed in Internal As well as external Audit ensuring compliance on windows updates, Antivirus updates, Network authentication, Users rights assignments. Show less