Felix Christy Francis
Coimbatore
Summary
Dynamic Program Delivery Manager with a proven track record at Tech Mahindra, adept in Service Delivery Management and Stakeholder Management. Excelled in driving end-to-end OSS Telecom projects, enhancing operational efficiency by 20%, and maintaining 95% SLA compliance. Skilled in Infrastructure Observability (AI & ML), Agile and Waterfall methodologies, showcasing robust program management, and strategic planning capabilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Program Delivery Manager
Tech Mahindra
01.2022 - Current
- Spearheaded the end-to-end management of multiple concurrent OSS Telecom projects on Service Assurance Transformation
- Project Leadership: Oversee the timely delivery, quality standards, and budget adherence, ensuring alignment with client requirements, timelines, and quality standards
- Ensuring seamless delivery of IT services to clients, maintaining 95% SLA compliance
- Team Management: Lead 250+ associates from cross-functional teams, including Developers, Testers, DevOps Engineers, and Service desk associates (Infra & App) to ensure seamless project execution
- Resource Planning: Oversaw resource allocation, optimized workflow processes, and facilitated regular program reviews to ensure project alignment with client expectations
- Performance Monitoring: Monitoring infra & application performance, identifying bottlenecks, and implementing optimizations as needed
- Security and Compliance: Ensuring that applications adhere to security best practices and comply with relevant industry standards
- Change Management: Overseeing the process of implementing changes to applications, including assessing impacts
- Release Management: Planning and coordinating the release of new features, updates, and patches to applications
- Documentation: Maintaining comprehensive documentation for management & applications - including user manuals, technical guides, and architectural diagrams
- Stakeholder Communication: Keeping stakeholders informed about application progress, changes, and performance
- Conducted regular performance reviews, generating detailed reports for stakeholders
- Alignment with Business Goals: Ensuring that applications align with organization's strategic goals and support business
- Continuous Improvement: Drive innovation by adopting emerging technologies and refining delivery processes
- Developed and implemented process improvements, increasing operational efficiency by 20% on FCR
Service Delivery Project Manager
BA Continuum India Pvt. Ltd.
Chennai
10.2021 - 01.2022
- Ensured seamless delivery of IT services to clients, maintaining 90% SLA compliance
- Lead team of 30+ support professionals, providing training and mentorship to enhance service quality
- Collaborated with cross-functional teams to resolve escalations, reducing average resolution time from 65% to 85%
- Developed and implemented process improvements, increasing operational efficiency by 10-15%
- Conducted regular performance reviews, generating detailed reports for stakeholders
- Established strong client relationships, achieving a customer satisfaction score of 4.8 out of 5 consistently
- Managed short-term projects focused on enhancing financial services solutions, delivering on-time and within scope
- Co-ordinate with stakeholders to define project requirements, timelines and deliverables, ensuring alignment with business objectives
- Implemented project management best practices, leveraging both Agile and Waterfall methodologies to optimize project efficiency
- Design, develop, test, implement, and integrate Identity and Access Management (IAM) systems and solutions
- Ensure that solutions protect information resources against unauthorized use, inappropriate degrees of access, disclosure, damage and/or loss
- Identify, analyze and resolve system design weaknesses
Technology Lead
Infosys
Chennai
12.2018 - 10.2021
- Led technical teams on enterprise-level Strategic Projects on Information security and Data Engineering projects, driving design, development and deployment of critical IT solutions
- Acted as the primary point of contact for clients, ensuring project requirements were met while maintaining a high level of customer satisfaction
- Conducted code reviews, identified process improvement opportunities and implemented best practices to enhance team productivity and deliverable quality
- Manage escalations and change control effectively throughout the software development life cycle working closely with the clients to include their additional requirements midway into the projects
- Define and execute contingency plans, escalate if on critical path, resolve issues and mitigate risks
- Organize and manage meetings–Requirements Gathering Session, User Stories Review, Joint Application design (JAD), Executive Status Calls, IT design calls, Traceability Calls, Scrum Calls (DTP), Retrospective calls
- Ability to work with and support cross-functional project teams for smooth delivery of project and track issues to closure
- Managed project closing and ensured project deliverables achieved within time, cost and scope
- Provide adequate analysis on the overall Capacity Planning of the Program and accountable for rationalizing the Business Benefits (P
- Q & ROI)
- Present periodic reports and review in terms of time, cost and requirements; leading to better resource management and relationship with business and ensure project/program approaches and delivery are in line with the agreed standards
- Present periodic Dashboard decks on the current program, future opportunities and client issues to provide quarterly management updates for senior management
Project Management Specialist
Verizon
Chennai
06.2008 - 12.2018
- Extensive experience working in Telecom BSS (Business Support Systems) I have managed and delivered projects focused on BSS solutions
- My work includes handling billing, CRM, and Order Management Systems within telecom
- Directed multi-million dollar projects across various telecom portfolios, ensuring delivery within budget and on schedule
- Established strong relationships with stakeholders, facilitating transparent communication and proactive issue resolution
- Developed and implemented standardized project management frameworks, reducing project turnaround time and enhancing overall program efficiency
- Mentored and trained junior project managers, fostering a collaborative and productive work environment
- Managing the highly complex landscape of moving 50+ applications to the Cloud, reporting on the progress to executives and reshaping the mindset and model to succeed in the Cloud
- Leading initiatives to promote better governance, tagging and cost savings across the Cloud adopting teams in IT
- Create and maintain a cost matrix for the savings of Cloud vs
- On premise services
- Monitor teams to properly right size the Cloud usage and storage for potential savings
- Layout and implement the Cloud cost optimization strategy for the organization
- Managing Global/Enterprise Customer Hierarchy and reconcile the different hierarchy / entitlement to single tree structure
Subject Matter Expertise - L3
Sutherland Global Service Limited
Chennai
01.2006 - 06.2008
- Provided advanced technical expertise and support for complex project implementations, serving as an L3 escalation point
- Developed technical solutions for process optimization, enhancing system reliability and reducing incident response times
- Collaborated with cross-functional teams to troubleshoot high-priority issues, contributing to improved service delivery and client satisfaction
- Diagnose, troubleshoot, and resolve Hardware & Software issues in an accurate and timely manner
Education
Master of Business Administration -
SVKM's Narsee Monjee Institute of Management Studies(NMIMS)
Mumbai01.2018
Master's degree - Computer Science
Loyola College, Chennai
Chennai04-2005
Bachelor's degree - Computer Science
St. Joseph's College
Trichy04-2003
Higher Secondary School - Computer science
Grace Matriculation Hr.Sec School
Ranipet, Vellore04-2000
10th STD - High school
Don Bosco Matriculation Hr.Sec School
Tirupattur04-1998
Skills
- Program Management
- Service Delivery Management
- Stakeholder Management
- Risk Mitigation
- Budget Management
- Resource Allocation
- Agile & Waterfall Methodologies
- Process Optimization
- Strategic Planning
- ITSM Service Desk
- Telecom OSS / BSS
- Data Privacy and Protection
- Data Sanitization
- Information Security
- Cloud migration
- AWS Asset Management
- Infrastructure Cost Optimization
- Robotic Process Automation
- DevOps
Certification
- CompTia Network+
- ICAgile Certified Professional-Agile Coaching
- Certified Automation Anywhere Professional
Languages
English, Professional Working
Timeline
Program Delivery Manager
Tech Mahindra
01.2022 - Current
Service Delivery Project Manager
BA Continuum India Pvt. Ltd.
10.2021 - 01.2022
Technology Lead
Infosys
12.2018 - 10.2021
Project Management Specialist
Verizon
06.2008 - 12.2018
Subject Matter Expertise - L3
Sutherland Global Service Limited
01.2006 - 06.2008
Master of Business Administration -
SVKM's Narsee Monjee Institute of Management Studies(NMIMS)
Master's degree - Computer Science
Loyola College, Chennai
Bachelor's degree - Computer Science
St. Joseph's College
Higher Secondary School - Computer science
Grace Matriculation Hr.Sec School
10th STD - High school
Don Bosco Matriculation Hr.Sec School
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