VAISHALI MOZA
Senior Manager-Product Governance & IT Adoption
Hyderabad
Summary
Results driven Technical Program Manager with 12+ years of experience leading criss functional teams and managing complex transformations from initiation to completion Passionate about driving process improvements and fostering collaboration to achieve organisational goals. Proven ability of strong leadership, communication, and problem-solving skills to excel in a fast-paced, dynamic environment.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Senior Manager- Product Governance & IT Adoption
PEPSICO
04.2024 - Current
- Engineered comprehensive DevOps strategies including weekly workshop calls with Platform support teams and development teams to provide technical guidance for smooth transitions
- Guiding the DevOps teams on best practices of utilizing Agile framework to enhance the Software development processes (SDLC), creating product backlogs and tracking the progress of deliverables.
- Managing ServiceNow integrations with observability tools liie Grafana & Ansible automations
- Fit gap analysis of existing On -premise and cloud based workflows on ServiceNow and guiding teams to draft automation solutions and creating playbooks using Ansible modules
- Contributing to large scale organizational transformations at PepsiCo by automating workflows and reducing the manual efforts by 50% on incident resolution & user request fulfillment.
- Aligned internal platform teams and vendors partners with yearly objectives defined by senior leadership to meet agreed service levels.
Senior Program Manager
LTIMindtree
12.2021 - 03.2024
- Developed and tracked key operational metrics, including customer onboarding time, time to resolution, and customer satisfaction (CSAT)," "Implemented a dashboard to visualize KPIs, enabling data-driven decision-making.
- Spearheaded the standardization of project management processes resulting in enhanced execution, excellence and consistency across the organization
- Continuously monitor and report Org performance on process and create visibility on gaps and opportunities
- Provide leadership and guidance to multiple, concurrent programs and projects, while working in a global matrix-managed team environment
- Ensure efficient and effective execution of the portfolio leveraging the PMP standard processes
- Drive a customer defined quality driven project execution mindset
- Ensure the initiation and closure of programs/projects are properly executed and reflected in the project management and time reporting tools
- Establish and maintain detailed program/project work plans - preparing schedules for all project stages, and monitoring progress against baseline schedules, with key date updates for completion of each stage
- Identify dependencies and possible issues across teams, and create clear and actionable deliverables or activities to be completed
Senior Specialist
HCL Technologies
10.2018 - 10.2021
- To strategize for the business goals, deadlines, schedules, needed resources and team member coordination
- Managed critical incidents, coordinating with multiple teams to restore service and minimize downtime. Developed escalation procedures to ensure timely resolution of high-priority issues and reduced the average resolution time for critical incidents by 30%
- Ensuring that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Establish continuous process improvement cycle where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
- Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
- Approves all changes to the process and development of process improvement plans
- Delivered quality solutions that meet the constraints of time, cost, and scope
- Coordination with multiple technical support teams to mitigate the Process gaps and creating SOPs for conducive resolution
Manager Operations
Ringzaa Informatics Pvt. Ltd.
10.2017 - 06.2018
- Responsible for contributing to Amazon E- commerce business growth by new Seller On-boarding and assisting the existing sellers to expand the business
- Collaborates with external vendors and global stakeholders to drive cross-workstream escalation and issue resolution
- Responsible for risk management, status reporting, and execution
- Development of strategy for clients in alignment with business plans
- Collaborate with stakeholders and team members to determine project timeline
- Accountable for complete project lifecycle from Planning to closure
- Managed end-to-end project delivery including Risk Analysis and managing change requests
- Provided guidance to team and other project managers on client procedures and policies
Shift Lead
Wipro Ltd.
11.2016 - 08.2017
- Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending
- Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction
- Maintained appropriate Problem Management training material and process documentation
- Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures
- Lead effort in providing capacity planning, contingency planning (BCP/DR), IT project management, Change management, configuration management and other ITIL related disciplines
Application Lead
PI softek Ltd.
04.2014 - 11.2016
- Identified areas of concern through trending and analysis reporting resulting in 20% reduction in calls placed to our externally hosted Service Desk
- Coordinated cross functional meetings to determine root cause of problems and improve workflow processes
- Partnered with multiple groups to implement solutions of known errors and increase efficiencies
- Reduced costs by over 20% by eliminating recurring incidents from the IT environment and reducing the call volume to the external Service Desk
- Giving prompt and accurate information on individual staff member performance
- Managing the team KRA’s and KPI’s on monthly basis
- Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending
- Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures
- Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction
- Maintained appropriate Problem Management training material and process documentation
Technical Analyst
HCL Ltd.
06.2010 - 03.2013
- Responsible for managing Tier 2 issues on customer email and web clients
- Providing technical assistance at real time for escalated issues
- Troubleshooting security software including issues post installation
- Use of Account Management Tool to check status of Yahoo email accounts
- Responsible for mentoring new hired employees to make them familiar with the processes
- Tracking of issues from Opening to Closure, with timely communication to business
- Preparing outage reports
Education
Diploma in Electronics & Telecommunication - undefined
Post Graduate Program in Management (PGPM) - Management
IMT
Ghaziabad10.2022
Skills
Azure DevOps
ITIL
Agile
Program Management
ServiceNow integration
Ansible Automation
Stakeholder Management
Vendor Management
SLA management
Scrum
Leadership
Communication
Problem Solving
TeamWork
Certification
PMP certified
Accomplishments
Received multiple recognitions for Speeding up organization’s Automation journey with efficient collaboration with cross functional teams
Timeline
Senior Manager- Product Governance & IT Adoption
PEPSICO
04.2024 - Current
Senior Program Manager
LTIMindtree
12.2021 - 03.2024
Senior Specialist
HCL Technologies
10.2018 - 10.2021
Manager Operations
Ringzaa Informatics Pvt. Ltd.
10.2017 - 06.2018
Shift Lead
Wipro Ltd.
11.2016 - 08.2017
Application Lead
PI softek Ltd.
04.2014 - 11.2016
Technical Analyst
HCL Ltd.
06.2010 - 03.2013
Diploma in Electronics & Telecommunication - undefined
Post Graduate Program in Management (PGPM) - Management
IMT