Samson Jairaj

• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Partnered with project team members to identify and quickly address problems.
• Communicated project plans and progress to key stakeholders and project contributors.
• Established and managed change management processes to fulfill successful project transitions.
• Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Project Title : Transformation Project.
  Project Description: It is a transformation project. For our Client JohnLewis Partnership, UK, 2250 aged Middleware,OS, DB Applications, to be migrated to the latest one. Successfully completed on time, Within budget. Pay role company eTeam inc.

• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Interacted with customers and clients to identify business needs and requirements.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Coached team members on productivity strategies to accomplish challenging goals.
• Built teams to address project goals and objectives for multiple projects.
• Established milestones and objectives based on input from functional areas and stakeholders.
• Identified program obstacles and communicated possible impacts to team.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Facilitated workshops and conducted one-on-one training to educate team members.

• Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
• Maintained and updated project related documents.
• Developed Call Center program from ground up, laying out framework, and defining roles.
• Provided ongoing direction and leadership for program operations.
• Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
• Negotiated program contracts and agreements to obtain cost-effective pricing.
• Developed and implemented program evaluation systems to assess program impact.
• Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
• Developed and implemented marketing strategies to promote program awareness and participation.
• Facilitated programming by coordinating resources and deliverables between departments.

Project Title: Terminal-3 Port Digital Transformation Program

Description: Implementing Terminal-3 Port Digital Transformation program which involves twenty five various Software and IT, Infrastructure projects in compliance to increase and improve delivery on schedule and other SLA parameters. The program inclusive of implementing software, Hardware, Networking, , Data center, Implementing IT Security, CCTV, TETRA network, video wall, Control center.. etc, Terminal-3 is world’s largest Semi automated container terminal.

Project role : Program Manager

Responsibilities

• Driving all the activities of the program and administering a budget worth $100M
• Ensuring effective management of risks for the program and enhancing the quality of the program executed
• Spearheading 100+ stakeholders, vendors and enterprise customers
• Steering a team of Project Managers and other members for executing the program in accordance with the set of objectives and roadmaps
• Designing and developing dashboard, Conducting reviews of the assigned work of the sub-contractors and ensuring its completion as per the set guidelines
• Making sure that all projects deliveries aligned with program objectives
• Interfacing with the clients for mapping requirements and architecting innovative solutions for the same
• Facilitating the implementation of PMI methodology across the program

Application development: CRM, Employee performance system (EPS). Vessel Management System(VMS), Berth planning system, Designing Dash board and various reports for the senior management to take the strategical decisions

Highlights:

• Merit of implementing world’s largest semi-automated Terminal Digital Transformation Program value of AED 100M, appreciated and certified by Senior VP, DP World
• Monitoring and correcting the project team on areas such as planning, scheduling & risk management of multiple teams on a project; provided input on team performance and reward
• Managed onshore and offshore support team.
• Drove organization-level operations developed & enforced policies, processes, controls and best practices as defined by CMMI standards
• Interfaced with the consultants for outsourcing high risk projects for managing risk and ensuring cost management
• Steered the implementation of PMI methodology which improved the program standard and success rates
• Faced and overcame key challenges like changing the operations and helping the staff by transitioning the manual to automated process and conducted trainings for the team members to keep them motivated and perform the assigned tasks

Role: Program Manager

• Identifying, analyzing and capitalizing commercial opportunities and implementing wired and wireless network and solutions.
• Spearheaded & garnered assistance to top 500 clients’ accounts
• Cemented healthy business relation with the clients and internal
• departments for delivering service on time and within budget
• Liaised with all the teams of different levels including low level technicians teams to senior VP level
• Coordinated & negotiated with the contractors & vendors
• Monitored & ensured that Operations and other teams meet the assigned targets as per the set guidelines on time

Major Projects

Call Center Automation Program

Migration of PPPoA protocol project

Migrating Wi-Max to GPON

Successfully managed Programs and Projects

o Successfully implemented six telecom mega Telecom projects by establishing all types of wired and wireless services(detail given below).

o Call Center Program by integrating various IT Projects & Telecom Projects for achieving call center objectives and SLA. Role : Program manager

o Developing Portals, Knowledge Base Systems, Agent performance analysis system, Dashboards, Management reports, Document Management System, Tools: Oracle, Java, HTML, PHP, MS SharePoint. (Major project details given below in Project Undertaken section)

Major IT Projects:

• Implemented Call Center Automation Program by integrating various call centre projects. integrating IVR, Call Work Code (CWC) system, fax automation system, automated voice recorder, automated email reply, automated web interface and eSupport (Remote support). Major vendors are Microsoft, Lucent technology, AVAYA and Alcatel. All of these projects aimed to minimize 35% of call handing time in call center environment.
• Developing ERP, OSS development ticketing, Document management system, Work flow designing and integration. work force management (WFM) system, Agent monitoring system. Agent performance management system. Intranet portal development.
• Focus on minimizing misuse of bandwidth through migration of PPPoA protocol project for 70,000 ADSL subscribers and implementation of rate limitation for 90,000 ADSL subscribers
• Render second level technical support to customers aimed at prompt resolution of escalated issues
• Assist business solution & technical support teams with regards to Internet, Voice, Wireless Products & Services
• Migrated 70,000 Wi-Max Customers to GPON Network Project

Mega Telecom Projects:

Successfully completed Six Mega Telecom Projects by implementing Wimax Network, Mobile Network, Fiber Network for providing all type of wired and wireless telecom services;

To ensures prompt mobilization of mega telecom projects, planning, executing interacting effectively with various internal departments like GIS, Radio, Wimax, Special projects, OSP, Engineering, Marketing, Sales, Customer Care Center, ISO, ISP, GPON, HFC, IT, Data service, Central engineering, Access Network, ICS, Network planning & Maintenance, Engineering support, FRC control, SMB, HR, IT, Core network, SHE, Central marketing, Contract management, contractors, vendors... etc. Following mega projects successfully implemented .

· Dubai World Central Telecom Project (Al Maktoum airport)

· Burj khalifa Tower Telecom Project

· Sheik Hamdan Multipurpose Auditorium

· City of Arabia Telecom Project

· Dubai Sports Complex Telecom Project

· Jumerah Palm Island

· Smart World