Abhijit Khandagale
Pune
Summary
Result-oriented professional with more than 15 years of commendable success in Project Management, Operations Management and Service Delivery Management, aspiring to scale new heights of success with hard work & dedication to make an impact with Excellence at each step with an organization of repute
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Project Manager
Tricentis. India Limited
Pune
08.2022 - Current
- Leading a global technical services team for product implementations, ensuring the implementation process is efficient, effective, and aligned with customers' digital transformation goals.
- Team includes Technical engineers, Service Architects and Customer Success Managers for Tricentis Implementations team, we implement and educate customer on Tricentis testing products on clients on premises and cloud environments
- As a Technical Project Manager, responsible for managing operations, engaging required resources from Pre-sales, Implementations and customer education to manage help build positive client relationships during projects asses the clients' needs, identify customer requirements, and develop cohesive projects that improve the operations of a business through more efficient procedures and systems
- I analyse business data to assess situations, assign tasks to team members, and solve problems when issues arise
- Kick off - Internal meetings to collaborate on and define Account Plan, Introduction to Customer via email
- Identify Customer's Business Goals and Objectives
- Welcome email to customers, post kick-off call confirming scheduled meeting cadences
- Send Intro deck - Intro deck includes information on CTMA | Success Summaries | Support |PSO | Education
- Send Best Practices Overview, Welcome Guide, introducing CSM and scheduling calls
- Define Organizational and Business Unit Success Criteria
- Define Draft Success Plan & Customer Timelines
- Determine Internal Cadence
- Confirmation of Implementation Stage & PSO Stage
- Customer Kick Off Call, Intro slide deck, Identify Key Personnel - Build Out Org Chart
- Establish Meeting Cadence with Sponsors/Champions/Team Leads
- Identify additional QCI, Additional Integrations & Data Migration
- Determine User Demo Date where applicable or provide links to demos
- Identify Onboarding Plan and Initial Time to Value (Target 45 Days)
Manager Operations / Technical lead
Mindtree Pvt. Limited
Hyderabad
03.2021 - 08.2022
- Conducting, weekly/monthly/quarterly performance reviews with engineers and CSMs
- Boost morale and build productivity with teams for better and more efficient execution of tasks and projects
- Leading many different projects to ensure cohesion between project teams and to make sure that projects meet the initial brief from the clients
- Conduct meetings with employees and clients to find solutions to problems and strengthen partnerships
- Engaging in interviews and selection of resources as per the requirement
- Onboarding and training new hires and assigning operations roles and responsibilities
- Managing resource adherence, attrition, and day to day issues of service engineers
- Conducting weekly and monthly reviews with TL's reporting to me
- Coaching, Feedback and Performance Management
- Maintaining Scorecards and KPI design and process metrics on SLA and CPE scores
Consultant
ADP, LLC
Pune
11.2014 - 02.2021
- Working as PM short-term or long-term projects for product development needs, meeting with staff to understand their requirements
- Using interviews, surveys etc
- To collect necessary data on issues, product, and client experience improvements
- Developing Test plans for UAT manual test team for product testing
- Engaging with Stakeholders and End users on requirement and closures
- Conduct situational and data analysis to identify and understand a problem or issue
- Formulate plans to implement product installs, arrange product trainings to customers
- Assessing and engaging in project risk analysis periodically and implement risk response accordingly
Client Experience Leader
ADP, LLC
Pune
08.2017 - 12.2018
- Managed overall Client Experience management program for ADP, Pune
- Conducting client experience orientation meeting with operations leads and support team
- Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a changes
- Interact and proactively advocating for solutions and managing the client escalation process
- Create and implement an analytics strategy for 'Best in Class' service delivery
- Played a major role in smooth functions on close loop process and procedure and knowledge transition of all CX survey management
- Contributed in the Documenting, Reviewing and Publishing all SOWs, SAGs, and SOPs around CX management
Assistant Manager
ADP, LLC
Pune
11.2014 - 07.2017
- Managed ADP's technical services support team, develop support teams, hiring, training, and production support transition
- Implement processes and procedure to support and enhance the technical support functions
- Conducting Monthly 1-2-1 sessions related to Skill, process & personality, annual appraisal, and variable bonus discussions
- Focus on Associate development, succession planning, driving service excellence through continuous improvement session
- Utilizing Voice of the Client to develop plans to improve client experience with ADP
- Driving Top2 Box % Resolution, FCR, NPS, ACW, ASA, Utilization and all key aspects relating to support center environment
- Reviewed and provided all necessary approvals for major changes and downtime to our Infrastructure
- Conducted periodic operations review call with all incumbent vendors (CI, CTS and EMC) as per agreed SOW and SLA
- Acted as a First point of contact for any major account escalations both within IBM and Client side
- Raised Changes and DSRT requests to work closely with ATT adhering to Change Management
Education
Graduation -
university of Pune
01.2004
HSC -
swami Vivekananda college
01.2001
SSC -
seventh day Adventist school
01.1999
Skills
- Team player
- CX Oriented
- Innovator & Thinker
- Adaptability
- Emotional Intelligence
- Positive Attitude
- Willingness to learn
- Program Management
- Project Management
- Service Delivery Management
- People Management
- Change Management
- IT Infrastructure Management
- Risk Management
- Team Building & Leadership
- IT Service Delivery Management
- Engagement Transition and Transformation
- Financial Management
- Remote Infrastructure Management
- PMP certified
Certification
- Project Management Professional PMP
- Prince2 Foundation & Practitioner certified
- ITIL V4 certified
- Microsoft Certified IT Professional
Trainings Attended
- PMP trained
- Prince 2 trained
- Microsoft Projects
- Agile Certified Practitioner (PMI-ACP)
- Lean Six Sigma Green Belt (LSSGB)
- Payroll Practice Essentials
- Medallia OCEM Level 1
- Microsoft CXF Framework
- Microsoft CXD Program
Personal Information
Date of Birth: 07/01/82
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Volunteering for CSR activities
- Yoga and fitness training
- Reading
- Exploring New technology
Disclaimer
I do hereby state that all the details mentioned above are accurate to the best of my familiarity and confidence. I bear the accountability for any blunder or mistake in the future.
Summary
Team player, CX Oriented, Innovator & Thinker, Adaptability, Emotional Intelligence, Positive Attitude, Willingness to learn, 9+ years of experience in Technical Project Management with a track record of managing technical operations alongside with optimizing by employing effective project management and quality management principles to drive growth., Program Management, Project Management, Service Delivery Management, People Management, Change Management, IT Infrastructure Management, Risk Management, Team Building & Leadership
Timeline
Technical Project Manager
Tricentis. India Limited
08.2022 - Current
Manager Operations / Technical lead
Mindtree Pvt. Limited
03.2021 - 08.2022
Client Experience Leader
ADP, LLC
08.2017 - 12.2018
Consultant
ADP, LLC
11.2014 - 02.2021
Assistant Manager
ADP, LLC
11.2014 - 07.2017
Graduation -
university of Pune
HSC -
swami Vivekananda college
SSC -
seventh day Adventist school
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