Jasmin Joseph
Senior program Manager - UX Design operations
Bengaluru
Summary
Program Manager - with 15 years of overall experience adept at formulating processes and leading teams in achieving excellence in client satisfaction, productivity, and profitability. Seamlessly interfaces with customers and personnel at all levels. Deep understanding of project management methods, well-versed in Microsoft Office and project management software. I possess excellent leadership and communication skills and proven problem-solving abilities.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Senior Lead Program Manager
Synamedia India Private Limited
01.2022 - Current
- Partner with design and research leads and provide input about scope, resourcing, and sequencing of work for small to large projects.
- Coordinate and facilitate UX activities throughout project lifecycle for a variety of initiatives.
- Supervise and continuously communicate project status with team, collaborators, and senior management.
- Provide operational strategy for sophisticated problems associated with a growing organization and limited design resources.
- Act as liaison between UX, Engineering, and Product, ensuring that interdependencies are understood and planned for.
- Schedule and facilitate kickoffs, internal and cross-functional design reviews, standups, retrospectives, and handoffs with engineering.
- Handle project details such as meeting agendas, key decisions, action items, meeting notes, and other relevant project files or reference material.
- Proactively assess risk, raise flags, and seek to resolve issues that come up over the course of a project.
- Maintain high-level familiarity with the design system and the constraints thereof.
- Uphold UX standards and best practices and help identify areas for improvement.
Program Manager
Oracle India Private Limited
05.2018 - 01.2022
- Planning the overall agile program and monitor progress to make sure that milestones are being met across the various projects and programs.
- Develop robust and achievable program and project plans to manage the delivery of quality project deliverables.
- Coordinating the projects and their interdependencies between the various projects in the program.
- Effectively manage relationships and communications with program stakeholders, including customers and program and project delivery teams.
- Drive the planning and execution of releases from concept to production. Conduct standup meeting with teams involved.
- Reviewing, refining/implementing program controls, that is the processes, procedures, reporting, etc. to manage the program.
- Independently and accurately report on the state of your Program to executive stakeholders.
- Balance schedule, cost and quality in reaching decisions relating to project/program delivery.
- Evaluate effectiveness of project management tools, processes and methodologies, and make recommendations for continuous improvement.
Senior Technical Support Specialist
Mitel communications Pvt Ltd
01.2016 - 05.2018
- Assisting Technical Support teams in communicating with Vendor partners, Stakeholders, Senior Management and development teams.
- Working with vendor partners to implement the workaround or change suggested by the Resolver groups.
- Regular discussion with Triage teams to resolve reported bugs.
- Effective handling of Incidents in Implementation projects and during the Change process.
- Handling technical & process related escalations.
- Managing user escalations for Incidents and user service.
- Expertise in Contact Centre, Collab and PBX.
Technology Analyst
Goldman Sachs
06.2011 - 09.2015
- Expertise in Cisco Call Manager and Cisco Unified Unity/Unity Connection 9.x.
- Cisco IP Phones and Unified Clients.
- IP Telephony administration and support experience.
- Move/Add/Delete/Change (MACD) of Cisco IP Phones, end user and Cisco UC features.
- Cisco IPT End-User configuration.
- Send watch out emails for infrastructure changes and business readiness to the management.
Technical Support Associate
IBM India Private Limited
11.2009 - 06.2011
- Perform incident management for service desk managed queues, ensure IMR in the queue are assigned to the appropriate resolver group, ensure all tickets are updated with appropriate status code.
- Monitor service desk queue and ensuring a high-quality service while adhering to the SLAs and work processes.
- Handle the Defect Prevention project under GDF.
- Handle Knowledge Management team approve and Map process requirements, identifying improvement areas & implementing process update.
- Hands on experience in troubleshooting Mainframe, Network, Windows, and Server issues performed the User Administrator's Role in Mainframe Environment including RACF, CAS, IMS, AS/400 and Active Directory Domains including ADS, NAC, EMEA & JAPA.
Education
Master of Computer Application -
B.V.B College of Engineering And Technology
Hubli 01.2006 - 01.2009
Bachelor of Science -
Karnatak University
Hubli 01.2003 - 01.2006
Professional General Management (EMDP) -
IIM Kozhikode
Kozhikode 01.2019 - 01.2020
Skills
User Experience design
Confluence
JIRA
Customer engagement
Operational excellence
Software development life cycle
Training and mentoring
Scope management
Business analysis
Scrum master
Program planning
Agile methodology
Certification
Google UX Design Professional Certificate, In Progress
Timeline
Senior Lead Program Manager
Synamedia India Private Limited
01.2022 - Current
Professional General Management (EMDP) -
IIM Kozhikode
01.2019 - 01.2020
Program Manager
Oracle India Private Limited
05.2018 - 01.2022
Senior Technical Support Specialist
Mitel communications Pvt Ltd
01.2016 - 05.2018
Technology Analyst
Goldman Sachs
06.2011 - 09.2015
Technical Support Associate
IBM India Private Limited
11.2009 - 06.2011
Master of Computer Application -
B.V.B College of Engineering And Technology
01.2006 - 01.2009
Bachelor of Science -
Karnatak University
01.2003 - 01.2006
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