Vikash Sharma
Gurgaon
Summary
Dynamic Program Manager with a proven track record at Decimal Technologies, adept in agile methodologies and stakeholder management. Successfully led diverse teams to deliver complex projects on time and within budget, enhancing client satisfaction. Strong leadership and effective communication skills drive project success and foster collaboration across cross-functional teams.
Overview
16
16
years of professional experience
Work History
Program Manager
Decimal Technologies
12.2021 - Current
- Played a key delivery leadership role in designing and implementing the Digital Bharat Loan Origination System (LOS) for ~1,400 Urban Co-operative Banks (UCBs) across India.
- Transformed manual and semi-digital loan processing workflows, reducing loan processing time from 2–3 days to 2–3 hours, achieving a ~85–90% reduction in turnaround time (TAT).
- Enabled rapid adoption of the platform, increasing loan processing throughput from 150–200 loans per month to 150–200 loans per week, resulting in a 3–4x increase in processing capacity.
- Standardized credit, document verification, and approval workflows across participating banks, improving process consistency and regulatory compliance by ~40%.
- Improved straight-through processing (STP) rates by ~50%, significantly reducing manual interventions and operational bottlenecks.
- Contributed to the delivery and large-scale rollout of the Kotak 811 fully digital savings account onboarding platform, enabling end-to-end paperless account creation.
- Transformed the customer onboarding journey from branch-dependent and semi-manual processes to 100% digital account opening, significantly improving customer convenience and speed.
- Supported a platform serving 1.2+ million active users, ensuring scalability, stability, and consistent performance under high transaction volumes.
- Reduced account opening turnaround time from days to minutes, delivering a >90% reduction in onboarding time for customers.
- Lowered manual effort for bank representatives by approximately 60% to 70%, enabling them to focus on value-added customer engagement rather than paperwork.
- Led a 40+ member cross-functional team (data analysts, developers, QA) to deliver an enterprise-grade Incentive Management System supporting 100% automated incentive calculations.
- Streamlined incentive processing cycles, reducing manual reconciliation efforts by ~45% and improving payout accuracy by >99.5%.
- Enabled faster incentive closure by 30–35%, reducing business dependency on post-calculation corrections and reprocessing.
- Delivered the program 100% on schedule and within approved budget, despite mid-cycle changes in calculation logic and data sources.
- Implemented Agile delivery practices, improving sprint predictability by approximately 25% and reducing change turnaround time by approximately 40%.
- Established audit-ready QA and validation controls, lowering production defects by ~60% post go-live.
- Led UAT & Go Live with business users, incorporating 90%+ feedback items within planned release cycles.
- Drove structured change management and training, achieving 95%+ user adoption within the first quarter of rollout.
- Collaborated closely with stakeholders to gather and analyze requirements, ensuring alignment with organizational goals and objectives.
- Oversaw the entire project lifecycle, from conceptualization to delivery, ensuring that milestones were met within scope, budget, and timeline constraints.
- Strengthened delivery governance and stakeholder engagement, instituting structured forums and executive reviews that improved cross-functional collaboration and decision-making effectiveness.
- Implemented agile methodologies, fostering adaptability to changes in project requirements and ensuring continuous delivery of value to the client.
- Facilitated communication between different teams, fostering a cross-functional approach and ensuring a shared understanding of project objectives.
- Acted as a liaison between the technical team and non-technical stakeholders, translating complex technical concepts into clear, understandable terms.
- Conducted regular status meetings and progress updates, keeping stakeholders informed about project developments, challenges, and solutions.
- Established robust quality assurance processes to guarantee the accuracy and reliability of the Incentive Management System.
- Collaborated with the client to conduct user acceptance testing, incorporating feedback for continuous improvement and user satisfaction.
- Played a key role in change management, ensuring a smooth transition to the new system, and providing training to end-users for seamless adoption.
- Spearheaded the successful end-to-end development and implementation of a cutting-edge Direct-to-Consumer (D2C) app, designed to reward ATM transactions with various vouchers, enhancing customer engagement.
- Developed and maintained comprehensive project plans, ensuring the efficient allocation of resources and adherence to project timelines and budget constraints.
- Implemented agile methodologies, fostering a collaborative and adaptive work environment that accommodated evolving client needs and market dynamics.
- Established clear communication channels within the team and with stakeholders, ensuring a shared understanding of project objectives, milestones, and potential challenges.
- Implemented rigorous quality assurance processes, ensuring the reliability, security, and user-friendliness of the D2C app.
- Conducted user acceptance testing with the client, incorporating feedback to refine and enhance the app's features and functionality.
- Led a dedicated team of 35 professionals, including Java developers, database developers, Angular developers, business analysts, QA engineers, and support personnel, ensuring a collaborative and high-performance work environment.
- Worked closely with UGRO Capital stakeholders to understand business objectives, translating requirements into a comprehensive LOS solution that streamlined loan origination processes.
- Implemented a robust project management framework, consistently delivering on-time and within budget while accommodating various client requirements and change requests.
- Proactively managed continuous partner integrations, addressing evolving business needs and ensuring seamless collaboration with external stakeholders.
- Spearheaded multiple product enhancements, focusing on scalability, database performance, system stability, and overall user experience.
- Implemented and maintained agile methodologies, promoting adaptability to changing project dynamics and client needs.
Client Support Manager
Acknown Technologies
Gurgaon
02.2020 - 12.2021
- Handled 50+ client requests per month covering development, UI/UX design, and enhancement initiatives, achieving 95%+ on-time delivery against committed timelines.
- Partnered with development and design teams to improve client response turnaround time by ~30–35%, resulting in faster requirement closure and reduced rework.
- Led continuous SLA improvement initiatives, increasing SLA adherence from ~88% to >97% through better prioritization, tracking, and escalation handling.
- Worked closely with project management teams to resolve high-priority escalations within 24–48 hours, reducing repeat escalations by approximately 25%.
- Designed and delivered process and system training programs for 20–30 new hires per batch, improving onboarding productivity by ~40% within the first month.
- Developed and maintained standardized process documentation and training
- materials, reducing dependency on shadow support by ~35%.
- Conducted regular training and knowledge-transfer sessions, achieving 90%+ process compliance across support and delivery teams.
- Coordinated daily status reviews and operational meetings, improving task visibility and execution alignment by ~30%.
- Created and circulated daily operational and SLA dashboards, enabling data-driven decision-making and improved leadership visibility.
- Collaborated cross-functionally with engineering, QA, design, and operations teams to resolve 90%+ client issues within SLA.
- Managed client inquiries and support interactions, contributing to a ~20% improvement in client satisfaction scores.
- Analyzed client feedback and incident trends, driving process optimizations that reduced recurring issues by ~25%.
IT Trainer/System Administrator/Service Desk
Bytedance
06.2019 - 01.2020
- IT Orientation training for new hire batches.
- Asset management and administration done with Snipe-IT.
- Service desk end user support provided and maintained SLA with JIRA.
- Incident and problem management with team.
- Network monitoring with PRTG and troubleshooting.
- Windows Server, DNS Server and PRTG server management with initial setup.
- Active directory and domain service deployment.
- Office 365 and G-suit administration and troubleshooting.
- Remote site training and end user organisation support.
- Site management and administration.
- Effective organisational goal management with OKR.
SME(Team Lead)
Quantm Ltd.
Gurugram
12.2015 - 05.2019
- Managing and handling team, creating performance reports, resolving complex issues.
- Maintaining customer retention and handling chargeback’s and creating daily reports.
- Deliver Resolution to client based in USA.
- Provide a professional & a competent standard for phone and online support for Global customers.
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
- Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions.
- Create/Update the Support tickets to keep a track on the progress of each.
- Providing system support including Operating system troubleshooting, Software deployment.
- Configuring, troubleshooting Network Devices, Printers, Routers, Emails.
- Data migration, Backup, Virtualization.
Java and Computer Applications Teacher
Carmel Institutions
Tehri Garhwal
03.2013 - 03.2015
- Creating interactive education material or better understanding of various applications.
- Using practical approach and algorithms for better understanding of Java and C++ languages.
- Provide solutions and Ideas for complex questions.
- Creating projects and modules for clear understanding.
- Using smart classes for showing realistic results of various apps modules.
- Creating modules for various Information Technology aspects.
- Handling brilliant minds and shaping them to achieve better results and outcome.
- Managing Debates over new and interacting devices in future and their effect on human life.
Sr Technical Support Executive
Convergys India Pvt Ltd
08.2009 - 03.2012
- Providing technical and diagnostic support for all hardware/Network related Issue.
- Maintaining overall ownership of users issue & service ensuring resolution within agreed service levels.
- Managing the help-desk system by recording appropriate information for fault incident and resolving the Issue as per user satisfaction.
- Managing service requests, real time network coverage reports.
- Troubleshooting Network related issues.
- Troubleshooting handsets related issue including Apple, Blackberry, Sony.
- Troubleshooting connectivity issue and other functional issue.
- Recording escalations from employees and notify the IT head on any operational escalations and complaints.
- Resolving the queries in accordance with help-desk escalation process.
Education
Bachelors of Computer applications - Computer And Information Sciences
IMS Unison University
Dehradoon05-2010
Class XII -
SS Inter College
Tehri Garhwal, Uttarakhand, India01.2006
Class X -
SVM Inter College
Tehri Garhwal, Uttarakhand, India01.2004
Skills
- Program management
- Agile methodologies
- Project management
- Program Lifecycle Management
- Risk management
- Understanding of IT Infrastructure
- Software Development Knowledge
- Project planning and scheduling
- Resource Management
- Scope Management
- Leadership and Team Management
- Communication Skills
- Financial Management
- Budgeting and Cost Control
- Stakeholder Management
- Quality Management
- Regulatory Compliance
- Client relationship management
- Change management
- Cross-functional collaboration
- Resource allocation
- Team leadership
- Time management
- Effective communication
- Operations management
- Program leadership
- Effective negotiations
Languages
- English
- Hindi
Hobbies and Interests
- Exploring Local Interest places
- Educating little kids
- Listening Music
- Participating in community welfare programs
- Helping People
- Exploring Informative Websites in Free time
Personal Information
Date of Birth: 07/15/89
Area Of Expertise
- Global Client Handling
- Escalation management
- Process Handling
- Process Training
- Team Handling
- System Administration
- System Analysis
- Application Support
- Remote Support
- Web designing
- End User Support
- Root Cause Analysis
- Issue Resolution
- End User Training
- Virtualization
- Active Directory
- Exceptional Customer Handling
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Accomplishments
Kudos Award for Excellence in Project Management.
Affiliations
Conducted training sessions for effective communication and leadership.
Timeline
Program Manager
Decimal Technologies
12.2021 - Current
Client Support Manager
Acknown Technologies
02.2020 - 12.2021
IT Trainer/System Administrator/Service Desk
Bytedance
06.2019 - 01.2020
SME(Team Lead)
Quantm Ltd.
12.2015 - 05.2019
Java and Computer Applications Teacher
Carmel Institutions
03.2013 - 03.2015
Sr Technical Support Executive
Convergys India Pvt Ltd
08.2009 - 03.2012
Bachelors of Computer applications - Computer And Information Sciences
IMS Unison University
Class XII -
SS Inter College
Class X -
SVM Inter College