Summary
Overview
Work History
Education
Skills
Timeline
Generic

SYNGE THOMAS

IT Delivery Manager
Currently In India awaiting SMC visa approval

Summary

20+ years of total experience in Operations Management, Solutioning, Global Business services & IT Service Management. Transformation Management, Agile Project/Product Delivery Management, Managed services, IT Cloud Infra support services, Customer/Client success Management encompassing the following industries.

Project delivery for international clients based in APAC (Outside India), US, UK regions across Service Delivery—Point of Sale technologies/Quick service restaurant application development & Support, Product-Data & Information services. Currently pursuing the role of Agile Projects Delivery focused in Managed services/ITIL, & cloud computing solutions covering AWS/Azure/GCP, Cloud integrations & Application Support, Release & Deployment support management, Strategic Accounts Management & Expansion, RFI, RFP, Customer success, SOW and contract Management, P&L Management, Forecasting, Account Planning, Automation Opportunities.

Overview

19
19
years of professional experience
3
3
years of post-secondary education
1
1
Language

Work History

Delivery Executive – Release Management & Application Support

Capgemini Technology Services
08.2017 - Current
  • Delivered Agile Delivery projects involving Program Management, Cloud computing, Technology Management, Incident Management, P&L Management, Risk Management and People Management, SOW and contract Management
  • Performed end to end and day to day operations, monitoring application releases, reporting key updates on application performance
  • from a Tier3 support levels for multiple projects & also using AI/ChatGPT prompts to build knowledge banks
  • Strong working knowledge of Cloud computing, Cloud control management in AWS & Azure
  • Lead VMware migration cloud projects & collaborating with the leading cloud service providers
  • Lead & trouble shoot bottle necks in the product development in Scrum Masters, sprint reviews forums for Agile project delivery in build and maintain software development
  • Provide feedback on software release failures to development team to address bugs
  • Govern the user story points workshop, sprint planning, Scrum Meetings and managing iterations & leading testing client projects
  • Identify gaps in workflows for developing scope of robotics/micro automation initiatives
  • Develop strategic action plans through innovation projects and efficient resource utilization/optimization
  • Accelerate performance and consistency of project delivery through calendarized reviews of workflows & team performance
  • Manage Client audit and compliance audit based on ISO global standards
  • Implemented production routines and quality control initiatives that improved efficiency and accuracy
  • Involved in driving SLAs, processes and work flow at every level across division
  • Key control procedures improved overall efficiency in delivery by 8-10%
  • To be involved in meticulous contractual, P& L management and service level negotiations while rolling out new SLAs for the business and to manage the client strategically
  • Solutioning for new client including RFI, RFP responses with the business cases including exploring NFT & Blockchain in point of sale systems
  • Hired, trained, and developed Operation Managers and Team Leaders, agents providing performance evaluations and coaching
  • Managed upto 150 team members across multiple projects in unionized environment across multiple delivery centers also within India.
  • Identified opportunities and impacts to operational processes and guided clients in managing associated changes.
  • Facilitated solution design trade-off conversations to evaluate potential design options and balance business value of customer experience against cost of development and ongoing maintenance.
  • Managed complex delivery for clients and supervised book of business across multiple accounts.
  • Created integrated program plan from individual project plans and used plan to rebalance work and manage variances across projects.
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
  • Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
  • Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.

Senior Manager – Web Application development & Support for Digital Operations, testing and Project Delivery

Relationship Science LLP
09.2011 - 02.2017
  • Provide insights on strategic data integration decisions and continuous improvement initiatives for Digital Operations Project
  • Develop and manage the workflows for customer/client on-boarding process and account setups for the online product
  • Manage & Monitor metrics such as error rate
  • Accountable for pricing plans and data integrity management
  • Manage Quality assurance and application support for multiple projects on Robots, Machine Learning, Query, Auto alerts, Redmine cases for incident level tickets, remedy tickets and application performance related tickets addressing the CX Level
  • Monitor the build, release and upgrade of inbuilt .net based applications
  • Prepare standard operating procedures for the teams to follow as process for multiple processes of data operations for the information services product
  • Monitor requirements gathering, testing plan and testing execution and results reporting
  • Provide operations management leadership and orchestrate the productivity of the teams working in multiple customer/client centric applications
  • Lead the groups as a Sr Sprint Delivery Manager in project management and decision-making forums/discussions (i.e
  • Project Management, Stage Gates, and Post client meeting Review)
  • Ensure seamless project delivery to clients based agile framework and closely work with the on shore development team
  • Lead process excellence initiatives using lean six sigma methodologies to improve product/processes and develop forums for teams to contribute to enhancements suggestions
  • Define KPIs for measuring process metrics and to drive individual performance
  • Lead cost optimization initiatives to achieve maximization of production resources as part of P&L management
  • Provide input to defining and establishing operational processes using resource (people and technology) requirements in support of client tickets/requests delivery
  • Ensure risk mitigation practices are in place for both people and processes as part of Business continuity plans
  • Organize and coordinate complex data cleaning projects that comprise of cross-functional teams and a multitude of interrelated and independent process changes
  • Manage leadership team discussions, Vendor data/Client requests/Data issues and upcoming projects
  • Lead vendor reviews and feedback to achieve operational excellence based on lean six sigma methodologies.

Asst Team Manager – Project Delivery

Shell India Markets Ltd
09.2009 - 09.2011
  • Manage sales support data maintenance in GSAP R/3 application for trading business
  • Ensure incident tickets on boarding meet KPIs/SLAs defined for the business
  • Responsible for data cleansing projects on a regular basis for improving data quality in customer MRD
  • Responsible to manage and ensure operating process controls on daily/weekly/quarterly basis to ensure control compliance incidents (CCIs) are promptly reported
  • Participate in IT lead projects such as successfully executing user acceptance testing (UAT) for GSAP India deployment and provided inputs in design stage for GSAP implementation
  • Responsible for mitigating risks and providing solutions as part of effective risk management
  • Train and manage resources for an efficient business continuity and was certified through front line leadership program
  • Support business through process improvements (CI) /green belt projects based on Lean sigma methodologies.

Asst Manager – Project Delivery

Standard Chartered Scope International Ltd
02.2008 - 01.2009
  • Manage the analytics process as a part of the data management and service delivery for all the business units in the Global shared services center
  • Deliver reports and business scorecards for the businesses/senior management/stakeholders in the SCB Group
  • Provide interpretations based on the data trends and business reports as part of management information system
  • Support the stakeholders within the SCB group through inbound and outbound calls on queries business scorecards and data analysis shared by the team
  • Manage the service level agreements (SLAs) for the analytics teams
  • Provide technology support such as MS access software and achieve high quality in data analytics reporting
  • Organize client stakeholder meetings, resource planning, and cost optimization & reduction activities.

Team Lead/Senior Analyst

Accenture Services India Ltd
02.2005 - 01.2008
  • Responsible for process documentation of financial processed for a UK client
  • Manage the quality of the process of the customer support team and report their metrics
  • Generate weekly and monthly quality metrics reports and follow
  • Drive the team through initiatives using control charts and operational excellence tools (OPEX ) and Six Sigma methodologies in order to compete with other teams and to achieve operational excellence
  • Responsible for knowledge transfer, process documentation and internal transition for the process
  • Organize team/individual performance reviews, meetings and clients conference calls on a regular basis to review overall performance of the teams/Business
  • Drive process compliance through quality audits and analyze business impact as part of business continuity
  • Address customer/client escalations to achieve high degree of customer delight
  • Initiate core values of the organization such as employee engagement and retention.

Analyst

Wipro India Ltd
02.2005 - 01.2008
  • Responsible for the process documentation of customers home loan applications process for a leading Bank in the US
  • Provide work as quality assurance analyst to check if all online applications and returned to the customer support team in case of any errors
  • Achieve operational excellence in meeting the SLAs and to meet client’s expectations with the process knowledge
  • Demonstrate expertise to validate and compute customer’s loan application information using the various functionalities of the leading bank’s ERP application
  • Training, Certifications & Affiliations
  • Engagement Manager Level2 Certification in progress from Capgemini
  • Trained in Cloud Computing AWS/Azure/GCP
  • Trained and certified as a Agile leader from the Business Unit Capgemini
  • Trained in GEM Methodology Capgemini
  • Workshop in Emerging Leadership Program
  • Trained in Behavioral Event Interview/BEI
  • Certified in user acceptance testing (SAP) for my feedback on ERP Testing in Shell (2010).

Education

Bachelor of Science - Visual Communication

Madras University
Chennai, India
06.1998 - 05.2001

Skills

Cloud Computing & Automation Frameworks, Kubernetes & Docker, ReactJS, MySQL, Oracle Simphony, Microsoft Dynamics 365, SAP and Oracle Finance Modules, Service Now, Jira /Trello/Redmine Power BI Redmine, SQL and Ilogic/Internally built application for client

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Timeline

Delivery Executive – Release Management & Application Support

Capgemini Technology Services
08.2017 - Current

Senior Manager – Web Application development & Support for Digital Operations, testing and Project Delivery

Relationship Science LLP
09.2011 - 02.2017

Asst Team Manager – Project Delivery

Shell India Markets Ltd
09.2009 - 09.2011

Asst Manager – Project Delivery

Standard Chartered Scope International Ltd
02.2008 - 01.2009

Team Lead/Senior Analyst

Accenture Services India Ltd
02.2005 - 01.2008

Analyst

Wipro India Ltd
02.2005 - 01.2008

Bachelor of Science - Visual Communication

Madras University
06.1998 - 05.2001

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SYNGE THOMASIT Delivery Manager