Chetan Tiwari
Pune
Summary
17+ Years of rich experience in managing critical project and service delivery along with maximizing Customer NPS, and delivering significant customer satisfaction.
Results-oriented professional with demonstrated record of accomplishment in streamlining service operations/delivery ensuring savings & efficiency improvements
Overview
18
18
years of professional experience
1
1
Certification
Work History
Deputy General Manager
Vodafone India Services Pvt Ltd
Pune
03.2013 - Current
- Service Delivery Management for EVO and Nucleus Program
- E2E Service ownership from Demand to Delivery
- Define and Implement Service Level Test strategy for EVO and
Nucleus - Manage Key delivery Programs & Projects within assigned
budget and ensure resource availability - Service transformation across all tenets of Testing service E.g.,
Automation, Tooling, Process Frameworks - Implement TMAF and ensure improvement on Service maturity
and Automation Maturity - Manage Risk & Escalation and ensure stakeholder engagement
and communication - Business processes analysis for Transformation opportunities
around delivery, operations, and customer experience and
Efficiency generation - Ensuring contractual & QOS KPIs & SLAs adherence
Drive Continuous Improvement & Learning culture within the
service though Lessons learnt, retrospectives and knowledge
Management - Talent management of the team including talent acquisitions,
talent development, retention & performance management
Expert Quality Engineer (QE)
Amdocs Development Centre India
Pune
05.2010 - 03.2013
- As single quality Point of contact managed both development
& site processes (Post Production) for Hot fix, Merge tasks, UAT
defect management and release management for large scale
projects - E2E Project Quality Assurance from Requirement gathering
phase till Production as Quality Engineer - Version and release management role inclusive of Defect
management, branching logic definition, Hotfix management
and acting as Manager on Duty during Production
Sr. Software Quality Analyst
Espire Infolabs Pvt. LTD
02.2009 - 05.2010
Sr. Quality Assurance Engineer
IT Factory (India) Pvt. Ltd
04.2007 - 12.2008
ASG, IBM Global Services
09.2005 - 04.2007
Quality Assurance Executive
Citadel Aurobindo Biotec Ltd
05.2004 - 09.2005
Education
Post Graduate Diploma - Business Administration
Bachelor of Science - undefined
Skills
- Service Delivery Management
- Agile & SAFe
- DevOps
- Service Transitions and
Lean Transformations - Business Process
Transformation - Strategic Consulting for
Leadership
- Design Thinking &
Innovation Framework - Project Management &
Program Management - Quality Management
- Process Maturity
Assessments - Risk Management
Core Competencies
- PMP certified Project Manager Adept at coordinating and managing multiple IT
projects simultaneously and handling E2E service - Ability to manage Projects following Agile, Safe Agile or Hybrid methodology
- Agile coach with experience of conducting 50+ Trainings and training 2000+
resources on agile concepts like Scrum, Kanban and safe Agile - Strong team-building and collaborative talents, including maintaining
communication with stakeholders at multiple levels. - Able to define and initiate projects and assign project managers to manage
costs, schedule and perform component projects, while working to ensure the
ultimate success of various programs. - Extensive experience in leading Transformation for key tenets of People Process
and Technology
Accomplishments
- As Service Delivery Manager for UK Enterprise IT registered 100% growth in FTE numbers with in a year of Transition
- Ideation & innovation framework and platform which enables saving of across 8 Mn+ Euros across _T_VOIS service lines
- Managed Key Fixed Line Projects delivery for UK market (Enterprise)
- Agile Transformation of Testing and Development services by formation of Community of Practices, Agile Maturity Framework and Trainings
- Business process optimization leading to efficiency improvement
- Defined and Implemented Objective & auditable maturity frameworks for Agile, ITOM, & Testing across Service lines
- As a transition Authority Transition and Transformation of Services worth 2000+ FTE from Onshore to _VOIS offshore as part of Alpha, R4G & Fit for Growth Programs
Certification
- Certified PMP from Project Management Institute
- Certified Scrum Master
- Certified Safe Agilist
- Certified TMMI Professional
- Six Sigma Black belt
- Design Thinking Training & Workshop
- Certified Process Professional
Additional Information
- Champion award for 2014 and Star Award 2016, 2019 &2020 at Vodafone
- Amdocs Quality Excellence award for 2012
- Divisional President APAC Quality STAR (Delivery) for Dec11 In Amdocs
- Best performer for Q4 2007 at IT FACTORY
- Rising & Shining star at IBM for May2006
Languages
Hindi
Native language
English
Advanced
C1
Timeline
Deputy General Manager
Vodafone India Services Pvt Ltd
03.2013 - Current
Expert Quality Engineer (QE)
Amdocs Development Centre India
05.2010 - 03.2013
Sr. Software Quality Analyst
Espire Infolabs Pvt. LTD
02.2009 - 05.2010
Sr. Quality Assurance Engineer
IT Factory (India) Pvt. Ltd
04.2007 - 12.2008
ASG, IBM Global Services
09.2005 - 04.2007
Quality Assurance Executive
Citadel Aurobindo Biotec Ltd
05.2004 - 09.2005