Vikram Diwakar

• Agile project management Delivered Avg 5 project/Month
• URD>>BRD>>FSD>>DEV>>SIT>>UAT>>CUG>>Testing & Release
• Release Management and Vendor Management
• Coordinating with internal/external stakeholders
• Braining Storming & Implementation
• Post LIVE support>>JIRA ticketing via BUGS tracking and resolution
• JIRA Dashboard
• Project Learning & Documentation
• Impact analysis and review
• Pilot launch & DRY Run

• Project contracting to closure ) SOW to Post Project Review and CSAT HEDIS
• Project implementation Kick-Off production>> Post project>>Project completion
• Designed end -to-end client delivery& Process Audit Mechanism
• Client Management

· Onsite USA Operations & delivery 300+ FTEs

· Continuous improvement >>QMS

· Operational matrix >>Occupancy rate>>Capacity Utilization per seat/shift

· Work station layout and Software requirements

· Leading a team of 100, Subject Matter Experts (SMEs & Phds)

· Production planning based on revenue & Budget

· Rolled out new incentive plan OT reduction

· Automation of data ingest

• Operations & Account Management >> USA & EMEA Market
• End-to-End delivery (Quality & Project Management)
• Daily productivity tracking
• Reduce costs through innovation and process improvement including billing structure (Hrs /Per min billing )
• Coordinating with STPI on exports
• Client servicing resulting in customer retention
• Clients>>SONY/WB/Technicolor..etc

• Operations & Delivery within TAT
• Work load estimation & allocation
• Determining and optimizing daily workload
• Resolved customer complaints and disputes CAPA
• Queue management & Process adherence
• Security & compliance management

• Training & recruitment
• Liaison with Software technology Parks of India
• Process implementation
• BCP solution delivery & High-End server Sales (Malaysia Onsite)

• Full service project management & Delivery
• Stakeholder Management
• Client relations & Communications
• Data reporting & delivery tracking
• Collaborated with external vendors to ensure successful integration of software on third-party Solutions

• Team leader - operations & Quality (CRM & TQM)
• Customer service & Credit card sales
• Resolved conflicts -CAPA
• Continuous improvement & training
• Call Audits & Feedback score