Arif Hussain
Program Manager
Hyderabad
Summary
Accomplished Program Manager with over 10 years of experience in leading and designing Command Center teams, and managing Incident, Problem, and Change Management processes. Certified PMP, ITIL, and Six Sigma Black Belt, leveraging comprehensive expertise to drive operational excellence and strategic initiatives. Proven track record in optimizing performance, enhancing service delivery, and implementing effective process improvements
Overview
11
11
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Program Manager - Command Center
project44
Bengaluru
4 2023 - Current
- Planned, Designed and executed Command Center Team to go from 5 HC to 20 HC.
- Negotiated contracts with vendors, to secure Tech, AI solutions for team considering budget and use case requirement.
- Increased customer satisfaction by driving Six Sigma Project and improved from 70 % to 85 %.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members. - PowerBI, Monday.com and Sharepoint
- Utilize data-driven insights to identify trends, bottlenecks, and areas for improvement
- Establish culture of continuous improvement within organization
- Manage resources effectively, including budgeting, staffing, and allocation of tools and technologies
- Implement quality assurance processes to ensure that process improvements meet established standards.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
Quality & Process Lead
Zeta Technologies(HDFC-PayZapp-Incident Management)
Hyderabad
06.2022 - 04.2023
- Process Design - Act as custodians of process and take ownership of changes, improvements and design
- Collaborating with cross-functional stakeholders
- Team Management - Manage team members, performance reviews, delivery utilization, monitor SLAs, KPIs, metrics
- Quality Assurance - Own Quality Audit Process Design, Support/Drive Corrective Actions from Listening, Plan, execute, and monitor corrective action activities, Publish QA Tips for Service.
- Developed systems of organization and efficiency to increase production by 10%.
Quality Lead - Incident Management
Accenture - Microsoft
Hyderabad
04.2018 - 05.2022
- Delivery Excellence - FMEA, SIPOC, Control Charts, Process Stability, Process automation, Continuous Improvement. 5% Automation yearly
- Provide effective leadership to team, while fostering culture of accountability, efficiency, pushing stakeholders, high-performance, and ethical behavior
- Quality Assurance - Own Quality Audit Process Design, Support/Drive Corrective Actions from Listening, Plan, execute, and monitor corrective action activities, Publish QA Tips for Service
- Work closely with Senior leadership, Engineering teams to set-up Observability that includes understanding of Service Codes, SLOs, SLAs and also Monitoring dashboards
- Team Management - Manage team members, performance reviews, delivery utilization, monitor SLAs, KPIs, metrics.
- Implemented process improvements that resulted in reduced waste generation and increased resource efficiency by 10%
Operations Manager
Gamma Square Solutions
Hyderabad
04.2016 - 04.2018
- Team Management, Operations Management
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs
Education
B.E - Electrical & Electronic
Anna University
Chennai 07.2009 - 05.2013
Skills
Command Center, Proactive Monitoring, Incident Management, Problem Management, Change Management
Certification
Project Management Professional (PMP), PMI, 12/2023
Timeline
Quality & Process Lead
Zeta Technologies(HDFC-PayZapp-Incident Management)
06.2022 - 04.2023
Quality Lead - Incident Management
Accenture - Microsoft
04.2018 - 05.2022
Operations Manager
Gamma Square Solutions
04.2016 - 04.2018
B.E - Electrical & Electronic
Anna University
07.2009 - 05.2013
Program Manager - Command Center
project44
4 2023 - Current
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