Abhishek Singh

Client worked with : Lloyds bank, Credit Suisse, IHS Markit, Fidelity.

Projects delivered: Asset finance - Customer journey, Digital transformation, SRE, Pega Marketing & more.

Tools knowledge: JIRA, Confluence, Dynatrace, ServiceNow, Pega, Mastercraft, Siebal, SAP.

Methodology: Waterfall, Agile, SCRUM, KANBAN

Technologies used: java, sql, python, DevOps, DevSecOps, SRE.

Cloud: Azure & Hybrid

Domain knowledge: Commercial Lending, Cash management, Payment & cards banking, Asset finance.

Client side roles & responsibilities:

• Driving E2E product lifecycle in terms of enhancements, changes & adding new functionality & features, including overall build, testing, RTL, releases & post production Demo's
• Managing business, vendors, cross teams, clients & stakeholders communication & collaboration, whenever required
• Working closely with business to manage expectations & OKRs, managing business readiness before product go-live
• Driving overall project level governance to ensure smooth delivery, within operational, functional, security & business areas
• Driving risks logging and mitigation - Monitoring project progress and identified potential risks, mitigating issues that could cause project delays and cost overruns
• Backlog, refinement, sprint planning & prioritization
• Facilitating Demo's to the working capital, customer & senior stakeholders
• Managing resources, contracts & cost, vendor collaboration
• Regularly communicated project status and updates to senior management and stakeholders
• Utilized an agile methodology to deliver customer-driven solutions that improved user experience and customer satisfaction
• Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.
• Developed and implemented a comprehensive delivery plan to achieve business goals aligned with the wider bank's vision and strategy
• Reduction in manual processes and made it more agile
• Managed a large distributed team of developers, testers, and operations staff and coordinated their efforts to ensure successful project completion and smooth collaboration
• Managed operational budgets & resources to ensure projects were completed

Internal roles & responsibilities:

• Leadership reporting & driving discussions & governance.
• Managing E2E demand fulfillment & recruiting for existing & new business.
• Managing client-vendor relationship for the program in the multi geography.
• Managing entire team & overall employee experience.
• Leading training programs in the BU for up-skilling & re-skilling.
• SoW creation, New opportunity creation and logging in the system.
• Participating in RFP, RFIs.
• Facilitating leadership driven proactive hiring drives.

• Managed a team of 70+ people, for application support & development areas, with a portfolio of 360 customer applications & Led various teams of IT professionals to deliver various IT projects for clients in terms of automations, data, support, cloud migration, security & digital transformation
• Managed L1/L2/L3 operation for the customer & Leveraged Major incident reporting, RCA's, Automations, Stakeholder communication, IT governance, Client communication & interactions
• Implementing best practices of SRE, such as - Toil Reduction, Automations, Reduced technical debt
• Supported & facilitating cloud migrations
• Owned E2E governance - internal & external stakeholders
• Ensured quality controls & process excellence
• Driven gap analysis in different LOBs and proposed improvements
• Managed daily, weekly & monthly deployments for small & big fixes/releases/upgrades
• Facilitated portfolio level GDPR assessment for 360+ apps, worked closely with the security team to ensure key aspects - Information, Technical, Physical, Logical and Cyber Security practices, Ensuring compliance & processes with regards to regulatory compliance
• Ensured KPIs & KRAs are & reporting
• Developed Pega monitoring dashboard as part of pega marketing to do better decisioning
• 60% manual reduction from support portfolio by implementing RPA process to get rid of manual interventions
• Implemented Power BI reporting to track specific business values within different areas
• Reduced incident count drastically from month to month basis by automations

• Collection expert, Team Mentor, Process improvement advisor
• Wrote and edited detailed process documents to ensure accuracy and consistency in all training materials
• Conducted on-site training sessions to ensure employees are knowledgeable and up-to-date on new processes and procedures
• Delivered effective presentations at company-wide events to promote a culture of learning and development
• Facilitated team-building exercises that improved collaboration and communication between departments
• Developed and implemented process control strategies to reduce process variability and improve process stability
• Conducted root cause analysis to identify and resolve process-related issues, resulting in improved process efficiency and cost savings

• Team Mentor & Process trainer
• United baggage airport management & Handling
• Customer service & reservations
• Managing customer escalations
• Resolving customer disputed
• Coaching internal teams