Versatile Senior Manager specializing in Program Management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Hi, I’m
Roshi Mago
Gurgaon
Summary
Overview
25
years of professional experience
Work History
American Express India Pvt Ltd
Senior Manager- Technical Program Management
04.2022 - Current
Job overview
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Network Resiliency Program
- Migration of Security Systems Platform to IAAS Portfolio
- Compliance Programs- EOL/EOS Program -RHEL7 to 8 Upgrade, JBoss 7 to 8, Win 2012 to 2022
- End to End Project Planning, Resourcing, Budgeting, Reporting to Determine show stoppers and any risks.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Support Growth Projects for infra setup for application teams.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Defined clear targets and objectives and communicated to other team members.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Launched quality assurance practices for each phase of development
- Established team priorities, maintained schedules and monitored performance.
- Currently managing the Red Hat Linux Uplift for OS to be uplifted from RHEL7 to 8.
- Project Planning, Reporting Developing Strategy, Implementation. Resource Planning and Execution.
- Reporting status to the Senior Leadership.
- Lead business change management responsible for organization level change programs.
Coforge Pvt. Ltd
Lead Project Manager
03.2021 - 03.2022
Job overview
- Cloud Solution Development for a complex International Aviation organization,
- Lead business change management responsible for organization level change programs
- Review Design Solutions with internal and external stakeholders
- Vendor selection and management
- Established and managed change management processes to fulfill successful project transitions.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Developed and implemented project plans and budgets to ensure successful execution.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Analyzed project performance data to identify areas of improvement.
Accenture Services Pvt. Ltd
A. Project Manager – Digital Workspace, Voice Infrastructure, Workstation and Product Deployment
11.2015 - 10.2020
Job overview
- Successfully implemented complex projects across Accenture offices and time zones while leading cross-cultural teams to adhere to time, cost and quality parameters
- Administered major projects such as rolling out:
- Latest video conferencing technology for Accenture Offices across the globe
- Voice based infrastructure
- End to End Management of state-of-the-art video conferencing-based classroom training infrastructure in 100+ Accenture offices
- Conceptualized and implemented Digital Workplace products such as Digital Signage, Immersive and Digital Room Sign Displays under the 5.0 Project
- Played a key role to manage technology setup for business process offshoring (BPO) requirements in business verticals for HR, Finance and Contact Center
- Integral role in technology infrastructure optimization for continuous improvement in IT Project and Program Management
- Effectively contributed towards:
- Business process standardization, solution planning and implementation to maintain security policy adherence
- New technology deployment, testing and roll out in the delivery center.
- Best practices awareness in the IT industry
Accenture Services Pvt. Ltd
B. Project Manager- Onsite Device Deployment
03.2012 - 10.2015
Job overview
- Led the project deployment team consisting of leads and network technical SME’s for deployment of video conferencing devices across all Accenture Offices
- Provided end to end support for each of the defined Project Management Phases:
- Scope Definition and Requirement Gathering to perform assessment of space and scope of user footfall to determine the appropriate device for office space.
- Budget and Pricing-Worked closely with vendors for procurement of devices and budget management for CAPEX and OPEX costs.
- Prework for device configuration to be done once the device arrives; getting the software code, device configuration readiness
- Deploy & Test- to manage device configuration including network readiness, device set up, installation and testing completed prior to signoff from operations team
- Handover to Transition for operations support
- Responsible for Setting up more than 200+ device deployments across various countries, with client-side deployments for Diamond clients.
- Worked with acquisition team to bring existing devices under the organization’s compliance and security standards
- Tracked user adoption and published user reports on an ongoing basis
- Developed and Conducted training Programs for end users, Technical team and Technology team to provide ongoing support
Accenture Services Pvt. Ltd
C. Assistant Manager Expertise-Knowledge Management
11.2010 - 02.2012
Job overview
- Led a team of content writing professionals to create support sites and content to be accessed by end users related to different tools and technologies which were launched during this such as Office Communicator and its relevant features like Phone Edition, Microsoft Lync etc.
- This initiative involved working with Contractors and being a single point of contact for the two sides of the business to ensure smooth creation of user workflows and support sites to be referred by users worldwide for adoption of the tools
- Tracked user adoption and published user reports on an ongoing basis
- Created content and conducted user awareness workshops for early adoption
- Developed detailed plans based on broad guidance and direction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Accenture Services Pvt. Ltd
D. Project Lead
02.2008 - 10.2010
Job overview
- Led the Planning and Coordination team for Transitioned Incident Change and Problem Management scope from the onshore team for managing the scope from offshore. As part of this transition, the Scope of work was moved from US to India. This involved project transition from Onshore team, recruitment of new hires, training and delivering of work within the defined scope and SLA.
- Led a global team of resources from multiple locations to coordinate Incident, Change and Problem Management scope for Infrastructure and Change Requests being run from a 3rd party datacenter
- Managed the Weekly Status Report for Senior Management and stakeholders for ongoing ticket resolution and response time metrics
- Collaborated with Application Team to convey Vendors and onshore counterparts for knowledge transition, open points and next steps for closure of transition for work to be completely supported from India
Accenture Services Pvt. Ltd
E. Team Lead
11.2006 - 01.2008
Job overview
- Effectively managed new hires to support the growth model for the Accenture set up to grow in Delhi NCR. Conducted extensive programs related to onboarding of new employees, aligning them with the relevant leads and acclimatizing them with the company policies and procedures.
- Coordinated and developed Weekly Status Report for Senior Management Team for resource onboarding, resource utilization, optimization and allocation
- Collaborated with Operations Team to capture requirements and aligning resources with Resource Utility Pool for role mapping
- Identified open opportunities across Accenture verticals to align resources, cross skilling of resources for project allocation, career advancement and build on resource capability for the location.
- Conducted campus recruitment interviews for recruiting campus hires under the Greenfield Program.
- Built up the Gurgaon workforce to cater to growing project needs in the organization technically and figuratively.
Technovate E-Solutions
Senior Trainer-Process Training
08.2005 - 10.2006
Job overview
- Effectively managed the new hires for training them on GDS usage for Travel bookings in Back End Processing for providing support across North American Helpdesk for all travel operators across the globe using Apollo and Galileo
- Implemented Soft Skills Training and Coaching for meeting client SLA’s related to call quality and other critical metrics
- Collaborated with Operations Team to quicker resolution of queries, round the clock support and upskilling/cross skilling of resources as part of the services
American Express
Lead Travel Counsellor
02.2002 - 08.2005
Job overview
- Provided support for Apollo GDS to travel agents using Apollo and Galileo.
- Instrumental in new hire process training
- Developed, managed and coordinated floor support and new hire training programs.
- Successfully completed 2 ramp ups for the project
GE Capital
Support Desk
09.2000 - 02.2002
Job overview
- Answer incoming calls to provide support to users related to technical requirements
- Maintained team defined SLA’s related to call quality, answer time and resolution time for appliance installation and on call support based on the plan purchased
Education
Delhi UniversityNew Delhi
Bachelors in Arts
01.1998
University Overview
NIITNew Delhi
Diploma in GNIT Program
01.1998
University Overview
South Delhi PolytechnicNew Delhi
Associate of Applied Science
01.1997
University Overview
Affiliated to Luxembourg University
Skills
- IT Infrastructure Management
- Continuous Process Improvement
- Project/Program Management
- Stakeholder Management
- Internal Audits & Review
- Budget & Cost Control Management
- Leadership and Cross-functional Coordination
- Vendor Management
- Reporting Oversight
- Troubleshooting and Problem Resolution
- Cross-functional team leadership
- Operations planning
- Strategic planning
- Operations management
- Organizational improvement
- Budget oversight
- Cross-functional communication
- Data-driven decision making
Timeline
Senior Manager- Technical Program Management
American Express India Pvt Ltd
04.2022 - Current
Lead Project Manager
Coforge Pvt. Ltd
03.2021 - 03.2022
A. Project Manager – Digital Workspace, Voice Infrastructure, Workstation and Product Deployment
Accenture Services Pvt. Ltd
11.2015 - 10.2020
B. Project Manager- Onsite Device Deployment
Accenture Services Pvt. Ltd
03.2012 - 10.2015
C. Assistant Manager Expertise-Knowledge Management
Accenture Services Pvt. Ltd
11.2010 - 02.2012
D. Project Lead
Accenture Services Pvt. Ltd
02.2008 - 10.2010
E. Team Lead
Accenture Services Pvt. Ltd
11.2006 - 01.2008
Senior Trainer-Process Training
Technovate E-Solutions
08.2005 - 10.2006
Lead Travel Counsellor
American Express
02.2002 - 08.2005
Support Desk
GE Capital
09.2000 - 02.2002
Delhi University
Bachelors in Arts
NIIT
Diploma in GNIT Program
South Delhi Polytechnic
Associate of Applied Science