Group Operations Manager

Managing and leading a 80+ members team, providing support to one of the world’s largest logistic company, with an annual contract of 8 million USD revenue. The team consists of various tracks (Windows, Linux, NOC, IOC, Storage, Voice, Service desk, and DevOps) to provide 24*7 support. Responsible to make sure, the team delivering the service consistently to the client with the excellent quality standards while in compliance with the operational excellence framework. • Delivering advanced operational excellence within the Assessment Delivery Operations function, through the implementation and ownership of client focused processes and systems management, whilst promoting consistency of best practice across all Assessment Delivery Operations teams. • Supporting company-wide internal and external audits and supporting new quality initiatives to enhance delivery excellence while achieving client driven process specific Service Level Agreements (SLA) • Coaching and Reviewing content regarding data structures, APIs, and module breakdowns, and providing the authors with written, technical, and actionable feedback to improve the quality of the project. • Developing actionable project management strategies and action plans that ensure alignment with objectives developing in tandem with senior management. • Developing business requirements into a project charter and scope document and managing projects through the entire project life cycle ensuring systems meet standards and guidelines and are sensitive to the performance needs of the organization. • Leading sourcing and recruitment activities for the relevant team, including maintaining job descriptions, managing job postings, hunting talented personalities, screening talent, submitting background checks, managing on-line assessments, and managing final contract administration. • Providing administrative supervision, guidance, and feedback to relevant management personalities to facilitate smooth operations of the facility while maintaining appropriate coverage, scheduling, and training.

Project Manager

• Responsible for significant, Company-wide projects, typically with large budgets and sizeable staff, focused on meeting project commitments, including communications with senior management, stakeholders etc. while assisting strategical and operational functions. • Involved in training & development, business intelligence, ITIL process implementation and measurement, KPI & SLA management, administration & solution recommendation/implementation for PSA platforms (Autotask), and management/implementation of documentation platforms within the capacity of assistant service delivery manager. • Led the design, test, plan, and implementation of complex projects for systems that typically affect many users while managing the NOC support teams to ensured uninterrupted service delivery. • Facilitated the definition of project missions, goals, tasks, and resource requirements; resolve and assisted in the resolution of conflicts between projects and functional areas; developed methods to monitor project and area progress; and provided corrective supervision. • Ensured compliance with objectives, organizational policies, procedures, and standards. • Developed, maintained, and revised proposals for assigned projects including project objectives, technologies, systems, information specifications, timelines, funding, and staffing. • Responsibility for assembling the project staff for their technical, functional, performance development while managing project budget and resource allocation. • Facilitated the definition of service levels and client requirements. Interacted regularly with existing and potential clients to determine their needs and to develop plans for improving delivery. Advocated on behalf of clients and represent clients\' needs as appropriate to senior management. Worked cross-functionally to solve problems and implement changes assuring higher level of client satisfaction. • Regularly make decisions and takes independent action on matters directly affecting strategic goals.; Guided staff and project assistant managers in learning and applying useful decision-making approaches. • Defused emotionally charged situations and uses them to constructively build greater shared commitment to goals while heading project team for leading MSPs globally, ensured the client’s requirements within SLA.

Assistant Service Delivery Manager

• Responsible for significant, Company-wide projects, typically with large budgets and sizeable staff, focused on meeting project commitments, including communications with senior management, stakeholders etc. while assisting strategical and operational functions. • Involved in training & development, business intelligence, ITIL process implementation and measurement, KPI & SLA management, administration & solution recommendation/implementation for PSA platforms (Autotask), and management/implementation of documentation platforms within the capacity of assistant service delivery manager. • Led the design, test, plan, and implementation of complex projects for systems that typically affect many users while managing the NOC support teams to ensured uninterrupted service delivery. • Facilitated the definition of project missions, goals, tasks, and resource requirements; resolve and assisted in the resolution of conflicts between projects and functional areas; developed methods to monitor project and area progress; and provided corrective supervision. • Ensured compliance with objectives, organizational policies, procedures, and standards. • Developed, maintained, and revised proposals for assigned projects including project objectives, technologies, systems, information specifications, timelines, funding, and staffing. • Responsibility for assembling the project staff for their technical, functional, performance development while managing project budget and resource allocation. • Facilitated the definition of service levels and client requirements. Interacted regularly with existing and potential clients to determine their needs and to develop plans for improving delivery. Advocated on behalf of clients and represent clients\' needs as appropriate to senior management. Worked cross-functionally to solve problems and implement changes assuring higher level of client satisfaction. • Regularly make decisions and takes independent action on matters directly affecting strategic goals.; Guided staff and project assistant managers in learning and applying useful decision-making approaches. • Defused emotionally charged situations and uses them to constructively build greater shared commitment to goals while heading project team for leading MSPs globally, ensured the client’s requirements within SLA.

Lead Consultant – Associate Service Delivery Manager

Senior Consultant

Consultant – Associate Service Delivery Manager

Associate Consultant – Tech Lead

Senior Engineer Technology Services

Responsible for service delivery for large IT environments involving monitoring tools, call centre, Telco billing applications, and other peripheral systems. • Led a cross-functional team of 50+ individuals in multiple tracks ranging from Development, QA, Automation, Business Analysis, DevOps and Project management • Ownership of program/project management and delivery of a program/projects with multiple project tracks in legal and code security domains with significant annual revenue • Responsible for prepare Daily, Weekly, Monthly, Quarterly, and Annually Technical and Management reports. • Led the team on how to use Agile/Scrum practices and values to delight customers while planning and engaged in solving of complex problems faced in project execution • Managed deliveries by tracking performance with team and product MBO, KPIs, and SLAs. • Defined, Planned, Executed, and Track Continues Service Impartments (CSI), Cost management, Budgeting, Revenue Forecasting with margin tracking and Invoicing. • Managed - Escalations, Incidents, Development, Change, and Release Management according to the ITIL framework. • Led the development of client reports and presentations and delivery of all or significant portions of findings to client. Provided follow-up with client after project deliverable has been completed to ensure client satisfaction. • Proactively monitored infrastructure and managed capacity plans according to analysed data. • Designed infrastructure diagrams and prepared technical reports on the BAU operations. • Applied business & technical skills and consulted methodologies to collect and analyse information to design, configure, and implement technical solutions based on unique customer requirements. • Worked closely with customers and other Professional Service Consultants in the delivery of engagements and with the Accountants, Solution Consultants, and Strategic Partners throughout the sales and delivery cycles. • Assisted with pre-sales discussions, conduct technical calls/discussions, demos and help convert a prospect into a paying customer. Designed and conducted private workshops, webinars, lunch and learn sessions for customers as necessary. Followed up on all post-sales activities. Build up trust with the customer to become their trusted advisor working closely with the Technical Owner of the account. Demonstrated the ability to handle multiple POCs varying in complexity relevant to role and expertise. • Prepared, maintained, and submitted Daily, Weekly, Monthly, Quarterly, and Annually activity/progress reports and time recording reports by published procedures. • Created, participate and share technical sessions for improve fellow Solution architecture team members relevant to my level. Actively contributed to team meetings and share thoughts and experiences. Discuss possible issues, ask for help and improve. • A solid grasp of various technologies that include development languages, tools, and web-based technology that could be involved in a technical solution. • Contributed to development and delivery of practice offerings related to technology strategy, architecture planning, technology assessments, implementation planning and IT operating model. • Developed, maintained, and managed advanced reporting, analytics, dashboards and other BI solutions. • Performed and documented data analysis, data validation, and data mapping/design. • Assisted to implement diverse practices to improve the overall productivity and quality of the team. Actively collaborate with tasks to improve team functions. • Developed broader and deeper knowledge of consulted methodologies and technology innovations through on-the-job experience and training.