VICKY MATHEW
PMO / VMO/ Ops Cordinator
Hyderabad
Summary
An established professional with an unmatched track record of spearheading sustained organizational growth in dynamic environments by establishing actionable solutions, building employee value, driving vision, and achieving critical strategic goals; targeting strategic level assignments in Operations Management, Project Management & Vendor management with esteemed organizations.
Overview
16
16
years of professional experience
Work History
Ops Coordinator - Operations & Governance
NOVARTIS (on Contract with TeamLease Digital)
10.2020 - Current
- Successfully coordinated & implemented the transition of 2 major vertical's into a single entity . Continuous monitoring and follow-ups to iron out any issues arising from the same.
- Tracking and monitoring of major projects Service Line wise to ensure adherence to timelines and raising flags in case of deviance.
- Reporting of Service Line wise progress of Major activities, CSAT, Incident, Service Request, SLA across the department on regular basis to the Leadership.
- Successfully assisted and managed the quarterly SOX recertification campaign across the Core IT Infra department, ensuring compliance with all regulatory requirements and timely completion of all tasks as per audit requirements.
- Regular meet-ups and review on CMDB completeness and accuracy on monthly basis.
- Collaborate with BMC Discovery team to improve the efficiency of CI discovery.
- Attending Weekly CAB calls to track all Change Request specific to the department and intervene where necessary in case of deviation from set process.
Freelance - Administration & Vendor Management
Pvt MSME
09.2019 - 09.2020
- Set up an end-to-end Vendor Management process both as a Vendor providing services to clients and as a Client seeking services from other Vendors.
- Resolved existing problems, helping us improve operations which in turn helped provide exceptional service to the Client.
- Cost-optimization by implementing multiple vendor onboarding and price matching.
PMO/VMO Lead, Utilities
Wipro Technologies
12.2013 - 08.2019
- Progressive planner with expertise in meeting deadlines & turnaround time without compromising on quality norms and adhering to SLA; setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) targets
- Expertise in ensuring operational processes is managed in terms of TAT, accuracy, frequency & compliance leading to seamless service delivery
- Excellent track record of delivering high quality services to support customer's business needs and achieving continuous high customer satisfaction from all operational users for services
- Business strategist with proven capabilities in developing & streamlining Vendor Management systems with proven skills to enhance operational effectiveness and meet operational goals within cost, time & quality parameters
- Experienced in identifying & developing potential vendors & suppliers for procurement of required material and achieving cost effectiveness; assessing performance of vendors on competitiveness & reaction capabilities; negotiating with vendors on prices & agreements and finding measures to improve the performances evaluated
- Impressive success in improving supplier performance through structured supplier quality improvement programs involving supplier stratification, supplier audits, supplier performance monitoring & improvement and relationship management
- Successfully analyzed critical business requirements, identified deficiencies, developed innovative and cost-effective solutions thus enhancing competitiveness, increasing revenues & improving service
Team Leader - Operations, Voice Process
Wipro BPO
06.2011 - 11.2013
- Ensuring operational processes is managed in terms of TAT, accuracy, frequency & compliance leading to seamless service delivery.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Mentor the future Team Leaders.
Technical Associate and SME. Voice Process
Wipro BPO
02.2008 - 06.2011
- Excellent technical know-how on issues pertaining to end user computing solutions for the largest PC manufacture.
- Served as a subject matter expert on various technology topics, providing insights and recommendations to both technical and non-technical stakeholders
- L2 support for any escalations or issues that L1 fails to resolve.
Education
B.Tech. (Electrical and Electronics Engineering) -
JNT University
Skills
Operations Coordinator
Configuration Management
SLA, KPI & Compliance Management
Process Improvement/ Enhancements
Risk & Vulnerability Management
Access Management
MIS Reporting
Procurement & Sourcing
Vendor Management
Escalations Management
Process Improvement
Data Analysis
Timeline
Ops Coordinator - Operations & Governance
NOVARTIS (on Contract with TeamLease Digital)
10.2020 - Current
Freelance - Administration & Vendor Management
Pvt MSME
09.2019 - 09.2020
PMO/VMO Lead, Utilities
Wipro Technologies
12.2013 - 08.2019
Team Leader - Operations, Voice Process
Wipro BPO
06.2011 - 11.2013
Technical Associate and SME. Voice Process
Wipro BPO
02.2008 - 06.2011
B.Tech. (Electrical and Electronics Engineering) -
JNT University