S. LINDON PHILIP MARTIN

Job Description·

IT Project Manager

• Spearheaded the development and implementation of monitoring metrics using Microsoft Azure, which included creating customized dashboards for stakeholders. This initiative significantly enhanced visibility and operational efficiency within the organization.
• Crafted and delivered in-depth presentations on application and cloud-related topics, ensuring alignment of process documentation with the specific needs of the business.
• Administered and optimized cloud environments in Microsoft Azure, focusing on comprehensive monitoring of microservices, telemetries, events, and databases to ensure seamless operation.
• Strategically planned and executed deployment roadmaps, setting clear objectives and targets for project and team members to guarantee timely and successful project delivery.
• Worked closely with business sponsors and stakeholders to gather requirements, propose technical solutions, and lead development and support teams through project execution.
• Conducted extensive research and applied advanced problem-solving techniques to recommend and implement functional design improvements and ITSM process integrations.
• Managed comprehensive test planning and preparation, including automated and manual testing, application and database restores, and environment backups to ensure robust system performance.
• Advocated for process excellence and continuous service improvements, fostering a culture of quality and efficiency within the team.
• Led vendor and escalation management efforts, ensuring quality deliverables and effective issue resolution according to the escalation matrix.
• Owned and managed business metrics and processes, establishing and tracking KPIs related to process and performance to drive continuous improvement.
• Provided comprehensive system administration and process support, maintained detailed user documentation, and managed license keys.
• Analyzed data trends and gaps, generating actionable insights to inform strategic business decisions.
• Set and aligned team goals with organizational objectives, driving team performance and accountability.
• · Designed and scaled process solutions with measurable impacts, leading multiple projects and automation initiatives to promote adoption across teams.
• · Led recruitment efforts for both internal and external candidates, ensuring the acquisition of top talent to meet organizational and project-specific requirements.

• Organize weekly team meetings involving members of various application teams, as well as Project Management
• Works with multiple application, systems, database and network teams on root cause analysis as part of the problem management process
• Generating team metrics on a weekly and monthly basis and Present with the clients and top management
• Performing Ready for Business checks for daily, weekly and Monthly scheduled batches in Mainframe and reporting the status with respective RAG status to the stake holders
• Resolving Defects/ Incidents within agreed SLA
• Deploying the code to production after ensuring that the changes are appropriately validated and approved
• Sharing feedback to the team members based on their performance and driving the team members towards excellence
• Escalation Process followed if the Defects & Incidents are not resolved within the Service Level Agreement
• Maintaining all Problem records & Incident statistics of the incidents like response time, Resolution time and SLA Compliance
• Maintaining the KEDB based on Experience and history of Incidents & Defects.

• Support and analyze senior Technical support agents with their customer handling skills
• Improving the Soft Skills, Interactive & Effective communication skills of the support teams on the production floor
• Lead associate teams to achieve expected Process Quality
• Analyze and track Customer & Employee Satisfaction survey programs
• Responsible for project teams in achieving targets and process metrics
• Organizing team huddles, provide process updates and motivating and facilitating team members to attain their metrics / targets.