Smita . Email & Phone Number

Australia

Australia

•Managing full project lifecycle from initial scoping through to delivery of the project with the end client ensuring project leadership, project governance and change management procedures are followed.•Preparing estimates based on assumptions, confirm costs against requirements and obtaining management approval/purchase orders.•Experience of complex IT Infrastructure and/or Application projects in a vendor environment. Acting as an interface between applications team and other Infra teams (Winapp, Network, Database).•Building trusting relationship with internal and external stakeholders.•Arrange and facilitate internal and Customer ‘kick-off’ sessions, customer meetings, implementation walkthroughs, troubleshooting sessions and reviews to ensure project is delivered.•Liaising with resourcing team for allocation of project resources - forecast/engagements.•Project Management reporting, including but not limited to: Financial forecasting and billing, Project tracking, monitoring of cost related to projects and providing current and forecast reports for revenue, timesheets.•Hands on experience in Risk / Issue management and Dependency management, Change Management, Operations management.•Conduct change impact assessments and develop and support the delivery of effective change plans. Manage and implement change activities including but not limited to gathering inputs for implementation plan, securing resources, representation, and approvals in CAB, working with SDMs for scheduling high risk changes and ensuring successful implementation.•IT industry knowledge of Data Centre Solutions, Cloud, AD, Exchange, SOE, TRIM and Citrix projects.•Excellent in coordinating with different teams and projects, namely PM team, Technical teams, Finance team, HR team and Senior Stakeholder Management, maintaining project information, tracking project milestones, financials, and respective risk / issues.

Australia

•Support PM with directed duties pertaining to projects. Act as liaison between Customers, PMs, Specialists, Engineering, and the FBA Staff. Track and process billing approvals, distribution, and vendor submissions. Collect and communicate required documentation to facilitate payment. •Managing day-to-day activities of small projects. Coordinating with support teams, keeping customer informed at regular intervals and achieving project deliverables.•Building trusting relationship with internal and external stakeholders.•Liaising with resourcing team for allocation of project resources. •Project tracking, billing milestones tracking, monitoring of cost related to projects and providing current and forecast reports for revenue.•Project administration – perform all administration functions related to projects.•Tracking and scheduling projects using tools like Ms Project, Miyabi, SAP and Sharepoint•Documentation and report preparation – collate and prepare all project related documentation and reports for steering Committee, status reports, project delivery report.•Administer financial reporting with PDs and PMs and assist with month end closure.•Ensuring project deliverables are completed with documented and agreed acceptance criteria with the customer. •Coordinate and complete health check reviews on projects. Timely project status updates to the Project Manager.•Meeting arrangement and documentation – co-ordinate meetings with a variety of stakeholders, including vendors, and managers.

Gurgaon, India

Responsibilities Undertaken: • Support Program/ Project Managers in executing complex projects, coordinating with clients, senior stakeholders and vendors, responsible for chairing meetings, project workshop, preparing meeting minutes and following up on open action item. • Coordinate internal resources and third parties/vendors for the flawless execution of projects.• Create and maintain comprehensive project documentation like service governance (PGP), transition, or change management plan.• Tracking project financials, forecast & actuals for the project, prepare/monitor and report on project plans, schedules and documentation. Tracking and scheduling projects with budgets $10k - $2million. Using tools like Jira, MS Project Professional, Clarity.• Manage SOW creation, purchase orders, invoices, budgets, and project tasks (e.g., timesheets, project codes, etc.) with the Finance team.• End to end coordination of resource engagement process including recruitment, selection, vetting and onboarding of project resources. Communication/Administration process for the account.• End to end management of the onboarding process for new starters including preparing and submitting access requests, procurement of hardware, building/site induction.• Assist in tracking team and individual KPIs, and monitor project / program performance.• Accurately and timely execute standard Project Management processes through effective facilitation, development and maintenance of project schedules & reporting. • Collate and prepare various project related documents and reports for meeting with client weekly and Steering committee. Milestone setup, RAG status, daily connects with various stakeholders along with booking meeting room.• Administering risk, issue and dependency management with delivery teams.• Setting up knowledge transfer plan between various technology teams along with ensuring that knowledge articles were created & maintained on share point.

Gurgaon, India

Responsibilities Undertaken: • Drive business metrics and maximize performance by effectively managing a team of five (5) technical support associates.• Ensure quality metrics being measured, monitored & improved towards customer delight.• Monitor & enhance process efficiency and drive various process improvement projects.• Assist the team with technical and plug-and-play (PnP) queries from customers.• Perform regular follow-ups with customers to ensure high-quality customer service.• Mentor new recruits with hands-on training on how to resolve technical issues, and improve client communication & client handling skills.• Effectively resolve customer issues and suggest customer-friendly solutions for customer delight.• Promote product sales based on demand & potential need of customers.• Present periodic dashboard reports on team utilization and customer satisfaction.• Coordinate training across teams and provide related tracker to the senior management.

Gurgaon, India

Responsibilities Undertaken: • Manage productivity of two process teams per week with each team having a minimum of ten (10) customer calling agents.• Constantly monitor and drive business compliance across the teams.• Calibrate with all product websites according to business compliance metrics on a weekly basis for identifying gaps and new updates.• Generate daily and weekly reports on business compliance for review by the team manager.• Perform weekly performance analysis for each agent and suggest measures to improve the required performance adherence.• Assimilate weekly reviews from the quality team and corresponding business heads to prepare a monthly action plan for improving compliance and team efficiency.• Function as owner for customer experience, communication satisfaction, and business compliance.• Scrub customer calls and retrieve specific feedback on agent’s communication.• Perform a monthly root cause analysis of customer satisfaction status and discuss findings with the reporting manager and the team.• Develop quarterly performance improvement plans to maintain performance adherence by the agents.• Coach agents on customer handling skills and compliance to improve on-call customer experience.• Conduct feedback sessions for individual agents on need basis.• Conduct calibration sessions with various team managers and resolution specialists for audit compliance management.