Akhila Shilpa
Sr Project Manager
Hyderabad
Summary
Experienced project management professional with expertise in project coordination, network technologies, and stakeholder communication. Efficiently plans, executes, and closes network projects to ensure seamless connectivity, robust security, and effective use of management tools. Maintains clear communication with stakeholders and delivers projects on time and within budget. Focused on enhancing service delivery through effective incident and change management, capacity planning, and continuous process improvement to exceed customer expectations. Known for reliability, adaptability, and strong focus on team collaboration to drive impactful outcomes and lead projects to success in dynamic environments.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
Senior Project Manager
IBM India Pvt Ltd/ Kyndryl India Pvt Ltd
01.2020 - Current
- Delivered network solutions in the EMEA region, leveraging various technologies to ensure the most secure network solutions.
- Managed end-to-end delivery of complex network security systems, optimizing timelines, communication, and resource allocation, resulting in increased on-time deployments and operational excellence.
- Technologies included Proxies, Firewalls, Patch management, and other network security solutions from Ansible, ScienceLogic, NCM, Cisco, Palo Alto, etc.
- Cultivated and led managerial teams, fostering a positive work culture and achieving operational goals.
- Ensured adherence to schedules and scope compliance, maintaining or increasing utilization levels, leading to year-over year improvements in operational efficiency.
- Effectively managed vulnerability using technologies like Ansible, Catalyst Centre, NCM, and ScienceLogic.
- Engaged in high-level communication with Client Partners, Multiple Stakeholders, and executives, ensuring 100% alignment and informed decision-making.
- Collaborated with Account Managers to secure deals, resulting in a significant increase in new customer deal sizes.
- Built strong partnerships with engineering, support, and product management teams to resolve critical deployment issues and manage customer expectations, achieving best-in-class schedules.
- Provided oversight to project teams in Technical Support, Customer Success, and Technical Account Management, ensuring the achievement of Customer Success objectives.
- Achieved a 100% success rate on all RFS deals.
- Managed seamless customer handovers, ensuring positive client experiences.
- Led value realization efforts to meet customer requirements and achieve project closures.
- Enhanced project scoping and demonstrated flexibility, reducing scope creep and change requests.
- Introduced innovative solutions by exploring available market technologies and maintaining competitiveness.
- Developed strategic project plans, adapting to changing priorities and delivering under pressure.
- Anticipated and mitigated risks, navigated challenges, and exceeded customer expectations through proactive issue resolution, lessons learned reviews, post-deployment workshops, and feedback loops.
- Retained and nurtured post-engagement relationships, maximizing ongoing opportunities.
- Demonstrated business acumen by aligning projects with strategic goals and maintaining financial accountability.
Senior Technical Services Manager
IBM India Pvt Ltd
01.2015 - 12.2019
- Displayed strong leadership skills in managing multiple projects and client accounts while directing all aspects of developing and implementing a solid foundation of processes, systems, measurements & control that helps in delivering high performance consistently based on client needs, moving client requirements into SD specific contractual agreements.
- As a forward-focused Business Program Manager have knowledge of project planning & implementation from scope management to activity sequencing, risk analysis to contractual agreement discussions with clients.
- Rich exposure in coordinating and collaborating with stakeholders; administering individual employee’s workload and ensuring that accounts meet its KPIs & SLAs.
- Supervising all aspects of IM, managing complex break fix tickets, service requests, customer incidents of Global Accounts, bridging coordination during mission critical incidents, sending prompt incident notifications, and coordinating multiple support group activities.
- Leading, mentoring and managing ~120 Analysts, 4 First Line Managers (Assistant Managers) & 6 Subject Matter Experts (SME & Team Leads) in a service desk environment; recruiting new staff; performing annual/quarterly performance review of team members.
- Experience with Profit and Loss (P&L) Analysis: Limited exposure to discussions and analysis surrounding profit and loss within the account.
- Utilized ability in leading & driving performance improvement initiatives by implementing standard methodologies through a detailed approach of standardization, found standard methodologies through performance & data analysis.
Technical Team Lead
IBM India Pvt Ltd
06.2013 - 03.2015
- Delivered Peak Performance for multiple Clients in a pooled environment.
- Effectively managed a team of 20+ FTE and maintained dialogue with technical teams and Delivery Project.
- Successfully led the L1 service management team, standardizing processes, enhancing KPIs, and improving IT- Operations through knowledge engineering.
- Owned key business metrics like SLAs, reviewed key deliverables with management, customers, and account teams, identified potential risks, and implemented mitigation plans.
- Adopted Agile values, principles, and practices in operations and projects, leading to several delivery efficiencies through automation initiatives.
- Supported day-to-day operation management activities, including management system, planning, and resource management, ensuring smooth running of operations.
- Achieved internal and external process improvements across multiple teams and functions, conducted root cause analyses under the defect prevention pillars of GDF, and addressed various wastes and levers.
- Held forecasting and planning responsibilities, drove adherence across teams, facilitated knowledge management and quality control, and applied performance management strategies.
- Worked closely with platform management and engineering teams to build, publish, and enable roadmaps for new features and capabilities, streamlined support, and handled multiple priorities in an exciting environment.
- Assessed and implemented best practices, new technology, and operational solutions to support continuous improvement in efficiency and cost, led and motivated cross-functional teams, and interacted with multiple levels.
Senior Technical Support Engineer
IBM India Pvt Ltd
01.2011 - 06.2013
- Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers.
- Providing remote Infrastructure support delivery and performing problem causing analysis.
- Collaborating with fellow support colleagues and other internal organizations to provide superior customer service.
- Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Anticipating customer needs and effectively addressing concerns related to their issue or resolution.
- Providing direct technical assistance to customers via phone, email, and chats.
Technical Support Engineer
Tech Mahindra
05.2009 - 12.2010
Education
Bachelor of Science - Computer Science
St. Pious X Degree College
Board of Intermediate Education - MPC
Narayana Jr. College
Board of Secondary Education - SSC
St. Ann’s High School
Skills
AWS
Certification
ITIL v4
Timeline
Senior Project Manager
IBM India Pvt Ltd/ Kyndryl India Pvt Ltd
01.2020 - Current
Senior Technical Services Manager
IBM India Pvt Ltd
01.2015 - 12.2019
Technical Team Lead
IBM India Pvt Ltd
06.2013 - 03.2015
Senior Technical Support Engineer
IBM India Pvt Ltd
01.2011 - 06.2013
Technical Support Engineer
Tech Mahindra
05.2009 - 12.2010
Board of Intermediate Education - MPC
Narayana Jr. College
Board of Secondary Education - SSC
St. Ann’s High School
Bachelor of Science - Computer Science
St. Pious X Degree College
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