USHA RANI G

• Liaison with Client Management & Program Manager
• Domain Scope & SLA management
• Prepare and review overall delivery with the team
• Guide the SDMs / Leads for excellence in delivery
• Manage closely activities & projects against plan & take necessary corrective actions
• Report the status of the project to both Organization and Client Management
• Periodical review with HP Management & Stake Holders.
• Weekly review meetings with the team to track KRA / KPI deliverables.
• Plan, review and request for required personnel and resources. Drive IJP culture for internal growth / opportunities for top talents.
• Coordinate with external support groups within the organization
• Identify, assess, control and plan contingency measures
• Ability to guide large delivery teams under stringent SLA targets
• Problem Solving, Team Management, Conflict Management and Stake Holder management.
• Guide and drive the process and quality initiatives in IT Services. Support and handle external audits.
• Led cross-functional teams to optimize service delivery processes, enhancing client satisfaction and operational efficiency.
• Developed and implemented strategic account plans that aligned client needs with product offerings, resulting in improved client retention.
• Analyzed account performance metrics and identified growth opportunities, driving proactive solutions for client success and engagement.
• Facilitated client communications and managed expectations, ensuring timely resolution of issues and fostering long-term partnerships.

Projects handled :

1 Subk and Field engineer transformation :

•Process and system driven supplier management

•Adopt an effective and systematic model that manages the entire journey of supplier engineers within the organization, right from recruitment till exit

• Enable Supplier engineers with skills and tools to build a digitally Savvy workforce that delivers best CX

2 Feild engineer suite (FES) :

o Governance, Cadence /Steer CO across GAIN

o Defined RR b/w WW Program team, GAIN SBM CDO team and Country Ops team

o Data driven analysis/RCA - Review dashboard and gaps – Share feedback to WW program team

o FES feature level and WO level analysis across GAIN

o Feedback and feature enhancements- Bookable resource view in dashboard

o Process/support for FES IT related issues.

o Feedback to programs team to review existing features and enable features that are more relevant.

3. Service Qualification:

Phase 2 reporting, governance, and cadence (WW, PAMs, SQ country SPOC) across gain, feedback, and recovery plan.

Learner ID compliance reports.

Solve long-pending access and profiling issues, thus enabling SubK Partner engineers to be certified.

Streamline reporting complexities by working closely with the WW team. SQ views in Power BI.

Enable resources and processes to support SQ-related issues for SubK.

workshop – review and share requirements, best practice sharing, Power BI queries, and understanding.

Define the process and support for SubK.

Interim BPE role: Supporting Kanthi's organization:

Actionable Work Order – 3W Process.

Assignment of actionable work orders to SubK’s or service partners, which have parts available for shipment.

• Creation of 3W Tickets for Work Orders with parts on Backorder/Delayed status.

• Professional in managing end to end ITO service transition & transformation, Project execution & program delivery management for IT Infrastructure Services projects & programs spanning across geographies and for customers in multiple industrial sectors.
• Experience in the outsourcing of large accounts, large deals transition from an onshore to offshore location.
• Experience in all aspects of the Service Transition, Service Management, and Project Delivery Lifecycle Management for the introduction of outsourcing or managed IT services, specific examples include, Monitoring, Data Center Technologies and ITSM Processes - service lines.
• Adept at successfully directing and managing, multi-million dollar & multiyear projects, supervising the complete Transition project life cycle, functioning as primary point of contact with customers during Transition Mode of Operations (TMO), collaborating with cross-functions teams & other business units to achieve objectives and deliverables.
• Proficient in Due Diligence; Project Feasibility study & ROI analysis on On-site & Off-Shore Business model; Requirement gathering & Solution; define program, deliverables & develop transition plan; Risk Management and Project Change Management.
• Experienced across multiple functional areas of Transition Management, Project & Program delivery including vendor selection, resource ramp up, planning, budgeting, and client relationship management.
• Well versed in execution of projects right from inception till implementation and operations support start, ensuring project completion within planned time, quality & cost parameters.
• Responsible for quality compliance of the project and key participant in ISO & ITIL audits. Demonstrated track record of delivering all Service Transition Projects/Programs with best practice methodology by managing risk, governance, quality assurance, issue resolution, project artifacts, documentation and reporting as required.
• Manager Service delivery – Project – Veritas
• Operational duties - Responsible for end to end management of the program delivery- which includes service delivery processes - customer satisfaction- contractual deliverables- risk management- internal & customer governance.
• Roles & responsibilities –
• Plan and coordinate delivery activities in line with scope definition exceeding customer expectation.
• Build positive and productive working relationships with customer for business growth. Successful project renewal in 2019 with no reduction in headcount.
• Ensure team is able to Analyze and troubleshoot delivery issues in a timely fashion.
• Oversee daily activities of delivery team and provide direction and guidance as needed.
• Perform resource allocations and workload assignments according to delivery requirements.
• Ensure that team maintains high level of competence and operational excellence.
• Evaluate the performance of team members and determine training needs.
• Serve as primary contact for customer inquiries and concerns and take corrective actions.
• Develop process improvements to achieve cost effectiveness and time saving.
• Make critical business decisions to meet customer expectations.
• Setup weekly Governance, report delivery status to customer and develop required delivery documentations.
• Proactive connect with Partners to update on VDI maintenance
• Proactively Monitor the VDI servers, VDI shares and events and Intimate the VDI Eng. team on major failure events, to ensure timely resolution, with no/less downtime and impact to partner users.
• Health Check Status of VDI hosts and data store components in each shift
• Knowledge Management – Guiding team in Creating KBs/Review to reduce incident turnaround time and focus on quicker incident resolution
• 100% Ticket audits to ensure effective documentation, timely follow up, issue resolution within the agreed timeline leading to enhanced customer satisfaction
• Work closely with internal stakeholders and customer to ensure proper alignment to business objectives
• VDI Accomplishments in 2017-18 –
• Automation themes for VDI services, which benefit in reduction of Incidents, increase productivity, Improved VDI security and reducing the storage utilization.
• Ticket Audit automation using python script with a savings of $ 14956
• Total of $30,000 dollar benefits with Automation and project initiatives
• Achieved more than 60% CP for projects where delivery was managed
• Expansion in VDI scope from 1500 users to ~2000 VDI users without any additional resource
• Overall 20% index reduction in the last six months through service improvements, upgrades, proactive monitoring ensuring best practices.
• Sustained the momentum of consistent 100% SLA achievement in both resolution and response SLA for all priority incidents right from the project start till date
• No P1 /Outage reported for VDI till date and maintained the health/Sanity of VDI environment with proactive monitoring and preventive actions.
• Received a CSAT Score of 5 on overall customer satisfaction for the annual survey both the years in 2017& 2018.
• Transition lead – GSSC Overall Project Management Role
• Driven multiple Technical projects across regions (EMEA, APAC, North America). Handled RIM (Remote infrastructure Management), Virtual Datacenter – VDCs and Cloud customer Transitions. Participate and contribute to project reviews and status updates with the customer. Create necessary case studies of the project which include business- process and technology aspects as well as learning's etc. which can be used by relevant business development teams. Define internal and external communication and risk management plans.
• Project Planning and Governance
• Ensure adherence to quality planning- processes and procedures.
• Drive Project Execution to comply with scope- cost and schedule as defined in the SOW. Clear documentation of scope during initial stages.
• Contribute and participate in project reviews- quality reviews and audits- and prepare status reports and management reviews.
• Support knowledge management & enablers
• Create Knowledge assets such as technology artifacts etc.
• Contribute to Best Practices and focus on adding value to the customer / organization.
• Create and manage Risk and mitigation plan based on discussion with Project stakeholders.
• Develop and maintain the Project Plan (incl. project organization, roles and responsibilities, project breakdown structure, work breakdown structure, management plan)
• Ensure resources are allocated per the project needs and negotiate with Stakeholder managers in case of allocation mismatch
• Manage the Transition SMEs from various delivery technical towers during the transition phase for achieving milestones.
• Internal-Adherence to policies and procedures (E.g.: Timesheet- forecasts etc.)
• Focus on financials- Understand the onboarding cost factored by Biz. Development. Discuss and ensure allocations are provided by BU
• Share value addition and best practices across teams
• Participate in external and internal audits and work towards closure of audit observations
• Responsible for documenting the lessons learnt in the project.
• Ensure knowledge acquisition- documentation and drive - Connectivity, Process, Run book, BIU documentation
• Lead and perform the transition kick-off
• Mentor peer team members on technology competency enhancement and share learning's.
• Manage relationship with technology SPOCs in the client environment-vendors- service and technology partners
• Stakeholder management
• Operational Responsibilities
• Effectively drive project as per agreed plan, identify dependencies and highlight issues.
• Ensure technical resources are available and SMEs with right skillsets are engaged to complete the project tasks
• Be proactive to identify and mitigate any deviation from the agreed plan, timeline, scope etc.
• Mentor, coach and educate the project team members to understand the scope and timelines of the project requirements and drive accordingly.
• Highlight risks and early warnings, escalate at right times and right intervals to get required attention
• Establish connect with internal and external stakeholders, share updates, presentations, documentation periodic reviews and communication
• Awards and Achievements
• STAR Performer Award for excellent project management skills for one of the critical projects handled.
• Received multiple appreciations from Customer and management for successfully completing the Transition project within the stipulated timeline.

• LEAN/SIX SIGMA LED
• Mentor & Drive multiple service improvement projects which has been instrumental for the Operations team to run the business effectively
• Automation of QMS Audit Reports – (Six sigma :Green belt project)- The main objective of this project is to create one single view for the entire GEOMC by Standardizing BPMS across three Businesses (Telecom, collaboration and Healthcare).Produce and publish accurate and on time reports with reduced cycle time through automation. and bring analytics in reporting- Shown cost saving of $1,296,000.
• Change zero defects- (Six Sigma: Green Belt Project)-The main objective of this project is to ensure all change defects are eliminated and bring about a Zero defect culture in change management process and main focus is customer satisfaction and operational excellence.
• Quality Management system – (Lean: 5s project)- Redesign data management structure,50% reduction in data storage usage (current storage space-156GB)-Shown cost saving of $320 on a monthly basis and saved 5.15 hours while taking daily backup.
• Reduce P0/P1 ticket count/BTTR – (PDCA) – Objective was to bring in operational excellence and customer satisfaction.
• Conduct six sigma training sessions for new joinees and existing operations team.
• Active role in process transition (NBCU and EY) ,end to end planning to meet business needs wrt to timelines and SOW.
• Define Metrics for internal and external customer Sign off
• Train all Resources on Processes, Usage of service management tool and on methodology to collate data and publish dashboards.
• Define new process, Revise existing process as per business requirement.
• Define audit steps for all processes, Define sample size for audit and frequency.
• Train all Resources on audit steps as and when there is change/New audit step introduced.
• Define metrics to measure the performance of the process as per business requirement
• Ensuring all process are adhering to document management guidelines and are stored live and updated in the central repository. Ensure all resources are trained and best practices shared
• Identify scope of Automation in improving Business Performance and process efficiency and drive projects accordingly
• Identify scope of Automation in replacing Team Deliverables and improving resource efficiency, also drive projects accordingly
• Deliver the CRS's for all automation Projects conceptualized for the respective Business
• Prepare CBA for all Automation Projects for the program and work with Program Manager to implement the realization phase successfully
• Analyze effectiveness of implementation and drive tool utilization to realize operational benefits through Automation
• Analyzing process performance metrics to identify any areas of improvement and drive improvement together with process owner
• Analyzing processes to identity any areas of automation in the process and drive automation initiatives together with process owners
• Participating in internal reviews to discuss metrics on performance of processes, understanding process owners pain points, identifying areas of improvement and driving improvement together with process owner
• Participating in operations reviews with customer to discuss metrics on performance of processes, understanding process owners pain points, identifying areas of improvement and driving improvement together with process owner
• Analyze effectiveness of implementation and drive tool utilization to realize operational benefits through Automation
• Analyzing process performance metrics to identify any areas of improvement and drive improvement together with process owner
• Analyzing processes to identity any areas of automation in the process and drive automation initiatives together with process owners
• Participating in internal reviews to discuss metrics on performance of processes, understanding process owners pain points, identifying areas of improvement and driving improvement together with process owner
• Participating in operations reviews with customer to discuss metrics on performance of processes, understanding process owners pain points, identifying areas of improvement and driving improvement together with process owner
• People Management and Team development
• Ensure on time deliverables by the team based on frequency
• Estimate effort needed for each task, identify gap in resource strength and work with the team to enhance skill set
• Update team skill matrix, Knowledge management sessions and Track application of skills as well as assess and mentor the team for skill development
• Leave Management, Performance appraisal and Attrition control
• New business acquisition
• Contribute to Microland Quality & Automation Positioning in Proposal Submission for New Business Opportunities
• Analyzing the Dataset provided by customer on current Delivery and recommending Service Improvement Initiatives for the current system
• Assist in Manpower Planning, operation model designing and transition Planning for new business opportunities
• Audit and compliance
• Be present in all customer audit to demonstrate the strength of compliance in Microland
• Keep Audit Calendar live and update at all time
• Keep Training Calendar live and updated at all times and adherence to the same
• Ensure all audits are conducted as per schedule
• Ensure all audit results are published on time
• Ensure all audits are followed up with closure of observations and non-compliance
• Ensure all regular reviews with businesses are scheduled and attend all reviews
• Ensure timeliness compliance for all new project
• Ensure best practices of compliance are replicated uniformly across all business

• Shared Services - IGA SED – Quality Assurance Lead
• Operational Audits - Internal
• As a Quality Assurance Lead, I have conducted operational audits, during this phase, my responsibilities were
• Participation in planning and scoping reviews, meeting with key people within the area being reviewed to understand and walk through the business and technology processes and identifying the key risks and controls to be assessed.
• Preparation of the audit testing program and assessment of the adequacy of the design and operation of the controls associated with the key risks identified.
• Assessment of the risk and impact of the issues identified on reviews and production of the report to management.
• Follow up with clients on remediation of actions coming out of issues identified during audits.
• Maintenance of internal client relationships and regular interaction with the business during the year to assess changes in the control environment and other matters arising in the business.
• Conducted readiness Project Management Review (Assessment of steady state accounts, Issue Risk Assessment, SLA’s & KPI’s.
• Functional Manager - Quality
• Acted as a functional manager for highly experienced QA’s during my tenure, few of my responsibilities were
• Preparing daily schedules based on time adherence for the quality analysts.
• Conduct periodic reviews and assess the performance of the quality analysts to provide timely feedback.
• As a reporting analyst produced the weekly and monthly assessment reports to the management.
• Supported the Compliance team - Represent GPS in which I had to prepare weekly reports, follow up on WST, ISAM, IT security misses and delinquency and drive to closure.
• Project Manager - Quality
• As a Quality Assurance Lead, have executed few of the below listed projects which has been instrumental for the Operations/Quality team to run the business efficiently
• GDF: Defect Prevention - (Global Delivery Framework)
• Invalid not entitled Tickets - (Six Sigma: Green Belt Project)
• Single English Helpdesk - Merge NA and EMEA accounts as one desk.
• Created SOP - (Standard Operating Procedure defining quality process)
• Shared Services and IGA EMEA
• Quality Analyst
• As a supervisor QA, I was responsible in managing the Quality metrics on a monthly basis
• Been a coordinator in delivering feedbacks for the BQI agents based on the trends and behaviors observed.
• Acted as a session leader for Quality Checks, Calibrations and Productivity held to ensure that there is less defect and variance among the team members.
• As a reporting analyst, conduct assessments and update the team on New Product / Process updates, Produced weekly and monthly report to the management based on the QTM scores for both Process and Agents for Operations team to take appropriate actions.
• Assisted the new QAs in having a smooth transition from call floor to Quality.
• IBM- Delivery Team
• Team Lead
• As a Team lead my responsibilities were to manage a team of Customer Service / Monitoring engineers.
• People management of the L1 team and responsible for performance reviews and performance management of the team
• Ensure effective ticket queue management
• Team mentoring
• Ticket SLA metrics reporting and presentation to customers
• To keep a constant tab on generation of process / technical documentation as required
• Conduct team meetings and ensure that any gaps in process are addressed
• Roster the team schedule to cover different time zones including weekends
• Customer Service Responsibilities:
• Receive escalated customer calls, validate and log tickets with appropriate severity
• Ensure proper escalation of tickets
• Coordinate between Customers, Client Services team, Operations team and Engineering for fast, clear and satisfactory resolution of customer issues.
• Provide feedback to process team to contribute to process improvement
• Promoting a culture of automation in the team to reduce repetitive manual tasks
• IBM- Front Desk Support
• Technical Support Associate
• As a Technical Support associate, was responsible in effectively troubleshooting Online and Connectivity Issues related to IBM internal Networks, LOTUS and Client server (AT&T) based applications.
• Simultaneously performed Critical Task Management for issues related to Microsoft Office products, Symantec antivirus and Zone Labs firewall packages and various internal business requirement applications and software’s.
• Mentored fresher Consultant’s in adapting to call flow standards and familiarity with troubleshooting-tools and concepts.

• Remote Support Specialist
• As a Technical Support specialist was responsible in effectively troubleshooting Online and Connectivity Issues.
• Have been instrumental in the learning of latest software and troubleshooting-tool upgrades of ADSL, Dialup internet connectivity and configuring of Microsoft Outlook, Express and also Router configuration.
• As a reporting analyst was responsible in sending the Non-Fatal Error, Fatal Errors, and Inappropriate Activity & Background Noise reports on a weekly and monthly basis to the management.
• Tracked and reviewed the adherence to call mix, sampling plan, schedule adherence and exception tracker etc.
• Mentored fresher Consultant’s in adapting to call flow standards and familiarity with troubleshooting-tools and concepts.