ROOPASHREE D J
Bangalore
Summary
Results-driven Project Manager with extensive experience leading global teams through complex technology transformations, including large-scale customer migrations and ERP implementations. Proven ability to manage central schedules, track milestones, and coordinate cross-functional resources to deliver seamless migration and change initiatives. Adept at stakeholder engagement, risk management, and process optimization, with a strong track record of driving operational excellence and continuous improvement. Skilled in Agile and ITIL methodologies, financial planning, and building positive relationships with internal and external partners. Committed to delivering high-quality outcomes that align with organizational objectives and position products for future growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Lead | Project Management
Polaris
Bangalore
10.2018 - Current
- Led customer migration planning and milestone tracking for enterprise applications, ensuring seamless transitions and minimal disruption to business operations.
- Collaborated with cross-functional teams (Migration Planning, Migration Execution, Product Owners, Digital Leaders) to ensure alignment across migration processes.
- Developed and coordinated project artifacts, detailed plans, and contingency strategies to support safe and effective migration of users and systems to new platforms (e.g., D365, IBMi AS400).
- Anticipated and resolved issues and delays by evaluating impacts against business requirements, complexity, cost, and risk, ensuring high-priority risks were effectively managed.
- Led multiple workstreams and large project teams throughout the project lifecycle, delivering results that met success parameters and business case objectives.
- Oversaw delivery quality and performance across internal and external partners, ensuring services were introduced safely and met high standards.
- Championed process improvement and change management initiatives, challenging current methods and defining clear approaches to migration and service delivery.
- Built strong relationships with internal and external stakeholders, facilitating effective communication, issue escalation, and problem-solving.
- Utilized Agile and ITIL methodologies to drive operational excellence, flexibility, and continuous improvement in project delivery.
- Documented and published SOPs, policy documentation, and knowledge articles to ensure compliance, clarity, and ongoing relevance for support operations.
IT Support Lead
BrandSystems
- Established in-house product support team, improving client experience by 50%.
- Implemented ITIL framework, increasing support capabilities by 40%.
- Led product improvements based on market trends and client feedback, boosting satisfaction by 30%.
Education
Bachelors of Commerce - Business Communication
Bangalore University
BangaloreSkills
Project Management Migration Planning & Execution Stakeholder & Partner Management Change Management Process Improvement Risk Assessment & Mitigation Financial Planning & Budget Tracking Agile & ITIL Methodologies Communication & Relationship Building
Key Programs And Achievements
- Global Service Desk Transformation, Led transition of 24/7 support from vendors to internal teams, designing and executing a comprehensive plan for Level 2 applications and server alerting. Achieved annual cost savings of $160,000 and ensured seamless support coverage across geographies.
- Process Automation & Optimization, Implemented automation strategies in ServiceNow, reducing manual workload by 30% and generating annual savings of $8,000. Drove process improvements to elevate user satisfaction and operational standards.
- ERP & Application Rollouts, Oversaw implementation of D365, IBMi AS400, and SailPoint, ensuring smooth transitions, cross-functional training, and service continuity. Enhanced role and user security management, closing critical IT control gaps for SOX compliance.
- Quality Framework Implementation, Developed and led onboarding of a comprehensive quality framework, increasing user satisfaction by 15–30% and reducing production-impacting errors to under 5%.
Certification
- ITIL V3
- Agile and Scrum Project Management
- Lean Six Sigma Green Belt
- Pursuing PMP
Timeline
Service Desk Lead | Project Management
Polaris
10.2018 - Current
IT Support Lead
BrandSystems
Bachelors of Commerce - Business Communication
Bangalore University