Reporting to Director in organization, build strategy for support model of various applications and governance of it. Manage partner, editor contracts, escalation and own crisis incident communication. End-to-end ownership of operations for portfolio of digital applications.

Execute line management responsibility for direct report performing project manager and change manager role. · Effectively manage, monitor, control and support delivery of core business services, meeting agreed SLAs and ensuring all the procedures and methodologies as documented are followed to the core.Manage business expectations across 3 exam boards (CIE, CE and OCR), chair weekly meeting with key stakeholders of each exam board to report on service performance, improvements and… Show more Execute line management responsibility for direct report performing project manager and change manager role. · Effectively manage, monitor, control and support delivery of core business services, meeting agreed SLAs and ensuring all the procedures and methodologies as documented are followed to the core.Manage business expectations across 3 exam boards (CIE, CE and OCR), chair weekly meeting with key stakeholders of each exam board to report on service performance, improvements and overall quality of the business process and support services and discuss focus area benefiting business outcomes.Streamline and document support process related to day to day operational support for incident, change, problem, enhancement and service request management, how internal and external communication are performed and train support team and govern all processes.Attend weekly Change Approval Board, and approve changes to be move to production.Manage third party support contracts and accountable for ensuring SLAs and KPIs are in place with key suppliers and approve invoices for payments received from them. Maintain day-to-day operational relationship with both onsite and offshore service provider.Discuss and prioritize all new enhancements requirements received from business, prepare and execute delivery plan and delegate work to support team and provide delivery schedule to business stakeholders.Define process on the ways of workings during change freeze to support major project release and align key stakeholders and govern it.Define post go-live support strategy; produce service transition plan and Early Life Support strategy and communicate with relevant parties. Engage and ensure resources are defined and available to support operational acceptance test, regression test, trail cut-over activities, full dress rehearsal activities and production cut-over activities. Show less

Role continued from Kraft Foods.Line management responsibility for direct report performing business analyst role and supervise large number of external third party resources of diverse groups. Manage smooth running of 500+ applications and lead incident resolution, resolve underlining problems, and track implementation of raised changes. Consistently and accurately lead communication in timely fashion about system breakdown impacts and planned maintenance. Generate and present weekly… Show more Role continued from Kraft Foods.Line management responsibility for direct report performing business analyst role and supervise large number of external third party resources of diverse groups. Manage smooth running of 500+ applications and lead incident resolution, resolve underlining problems, and track implementation of raised changes. Consistently and accurately lead communication in timely fashion about system breakdown impacts and planned maintenance. Generate and present weekly and monthly incidents, changes reports covering KPI’s in meetings with senior management and stakeholders. Show less

Lead and manage B2B services and transaction for all trading partners and warehouses spread across European countries.

GERS - Global Expense Reporting Tool is used to track employee travel expense details. As part of de-commissioning of GERS tool I played a role of Assistant Project Manager where my duties involved providing various options for archiving content along with budget, timelines, pros and cons for each of them to project manager. Once project was approved by business stakeholders provide scope details to vendor and ensure SOW created by vendor are accurate, create a project / team plan and track… Show more GERS - Global Expense Reporting Tool is used to track employee travel expense details. As part of de-commissioning of GERS tool I played a role of Assistant Project Manager where my duties involved providing various options for archiving content along with budget, timelines, pros and cons for each of them to project manager. Once project was approved by business stakeholders provide scope details to vendor and ensure SOW created by vendor are accurate, create a project / team plan and track progress. Analyse, inform and raise issue with project manager which were out of my tolerance limit. Ensure UAT is conducted by business users and provide regular updates on project status Show less

Lead offshore team to resolve critical incidents and restore service and follow-up on root cause analysis. Acted as a bridge between support and project team and coordinated activities like knowledge transition, landscape setup for regression test and planned cut-over tasks performed during and after project Go-Live. Prioritized changes and joined change management (CAB / ECAB) calls and obtained approval to expedite implementation of changes. Manage disaster recovery exercise, monthly… Show more Lead offshore team to resolve critical incidents and restore service and follow-up on root cause analysis. Acted as a bridge between support and project team and coordinated activities like knowledge transition, landscape setup for regression test and planned cut-over tasks performed during and after project Go-Live. Prioritized changes and joined change management (CAB / ECAB) calls and obtained approval to expedite implementation of changes. Manage disaster recovery exercise, monthly maintenance and produce status and lessons learnt report with improvement action plan. Show less

Owner and accountable for operational service delivery of 400+ interfaces which connects to 200+ local application spread across all European country and SAP. Engage with project team and ensure quality of new interfaces developed meets agreed standards with complete documentation and user acceptance testing and support team is provided knowledge transfer and training to support in live production environment.

Developed European wide harmonised solution for Plan to Cash, Material to Inventory, Warehouse Management business processes using middleware tool e*Gate and Oracle as database connecting with SAP ERP system. Create architecture design, technical design specification, functional specification, unit test cases for 400+ end to end interfaces. Implemented Warehouse Management and Vendor Managed Inventory complex solution and earned reputation as a key contact for various European country key users.

Played technical lead role as an onsite consultant for retail and banking customers like MATALAN, BACS and Northern Rock. Provided consultancy services to Kraft Foods and was employed directly after consultancy service. Contributed in architecture design and build process using middleware tool e*Gate. Created unit test cases, functional specifications, conducted UAT test and provided post go-live support in production. Resolve production support incident and request for change raised in ticket… Show more Played technical lead role as an onsite consultant for retail and banking customers like MATALAN, BACS and Northern Rock. Provided consultancy services to Kraft Foods and was employed directly after consultancy service. Contributed in architecture design and build process using middleware tool e*Gate. Created unit test cases, functional specifications, conducted UAT test and provided post go-live support in production. Resolve production support incident and request for change raised in ticket tracking tool HP OpenView. Show less

Successfully implemented and launched 15 websites during the tenure. Develop Web program using Perl, JSP, Servlets and Java languages with MySql, Oracle databases running on UNIX operating system. US Onsite lead consultant to gather requirements from client, delegate tasks to offshore team to complete development and provide status updates back to customer.

Played Web developer role and created websites using HTML, Perl scripting language, MySql database and UNIX operating system.