Dec 2022 – Jan 2026 · 3 yrs 1 mo · Noida · On-site

• IT Business Partner | Product & Program Manager | Technology-Led Business Transformation
• Jubilant FoodWorks Limited
• Quick Service Restaurant industry leader housing Domino’s Pizza, Dunkin’, Popeyes, and Hong’s Kitchen.
• Key Contributions & Achievements:
• 1. Digital Transformation Leadership:
• Spearheaded strategic IT initiatives to enhance operational efficiency and foster innovation.
• Implemented Oracle HCM Fusion using TCM methodology, boosting HR process efficiency by 20%.
• Deployed Zendesk as an enterprise helpdesk, achieving a 25% improvement in ticket resolution time.
• Designed and launched Jubilant’s Employee Intranet Portal, increasing user engagement by 30%.
• Developed a GIG Workforce Management System for Domino’s, enhancing workforce scheduling and improving operational efficiency by 15%.
• 2. Product & Program Management:
• Defined product vision, user scenarios, and requirements as the Product Owner for Enterprise Mobile Apps.
• Led a DevOps Scrum team, managing end-to-end product lifecycle with Agile best practices.
• Crafted and implemented a Digital Maturity Index to assess and elevate organizational digital capabilities.
• 3 Strategic Initiatives:
• Collaborated with CXOs on employee experience automation and company-wide digital maturity initiatives.
• Reassessed and implemented a sustainable BYOD policy, aligning with organizational goals.
• Pioneered IoT initiatives, optimizing operational processes and enhancing customer experience.
• Conducted payback analyses and ROI calculations to secure CFO approvals for high-impact projects.

Feb 2021 – Feb 2023 · 2 yrs · Gurugram, Haryana, India

• 1. Strategic Project Communication: Accountable for seamless communication and coordination with global, regional, and local IT teams, stakeholders, Business Engagement Team, Project Finances and Financial/Portfolio Management Team, business partners, and other relevant members within the project management scope.
• 2. Expert Project Management Knowledge: Expertise in software development life cycle models. Proficient in both Agile and traditional project management principles, blending them effectively to align with project and business requirements.
• 3. Leadership in Agile Methodologies: Led sprint reviews and planning meetings, implementing SCRUM/Agile methodologies in enterprise-level application development and IT Application projects. Provided extensive guidance on Agile scrum processes, focusing on improving quality and productivity.
• 4. Agile Transformation & Coaching: Spearheaded Agile transformation across the organization. Coached Agile practices, managed Backlog, facilitated Team Building, Agile estimation, Roadmaps, OKR planning, and Capacity planning. Proficient in Scrum ceremonies, Quality control, Product management, Communication, and Documentation.
• 5. Multi-Function Team Oversight: Supervised multi-function project teams comprising Developers, Business Analysts, and QA professionals, totaling 10-15 team members. Ensured the creation of project charters for each project. Managed several concurrent high-visibility projects in a fast-paced environment, utilizing methodologies such as Critical Chain Project Management.
• 6. Strategic Analysis and Scope Management: Proficient in analyzing project status and high-level risk/issue assessment. Drove and controlled Program/Project Scope Management, including prioritizing projects within the program, initiating projects, defining and verifying scope, and leading scope change control processes at the Program Level.
• 7. Tool Proficiency: MS Project, Pro Chain, Power BI, AWS, and Service Now

Nov 2020 – Feb 2021 · 3 mos

• Experience at Glotelligence (UK-based CRM and CMS Start-up):
• Team Management: Successfully led three teams - Client Servicing, Support, and Trainees, ensuring seamless collaboration and productivity.
• Project Management: Managed diverse projects focused on developing the CRM and Touchpoint (Website/CMS) for clients in the US, EMEA, and APAC regions. Simultaneously handled multiple projects, ensuring timely delivery and high-quality output.
• Human Resource Management: Monitored job contributions, enforced policies, and maintained a high standard of team performance.
• Operational Excellence: Contributed to strategic planning, implementing production and quality standards. Resolved operational challenges, conducted audits, identified trends, and implemented system improvements.
• Project Development and Interface: Led and assisted in developing projects, setting quality objectives. Engaged with stakeholders to define project requirements and expectations, ensuring clear communication channels.
• Strategic Planning and Execution: Developed detailed work plans, managed multiple projects individually and as a team. Ensured alignment with organizational goals and timely project completion.
• Value Addition: Enhanced the company's reputation by exploring innovative possibilities, taking ownership, and adding significant value to the organization.
• Technological Expertise:
• Languages and Databases: Proficient in ASP.NET, SQL, NodeJS, Javascript, Mongo Database, and AWS for product development and client solutions.
• Project Management Tools:
• Proficient Tool Utilization: Experienced in using Jira for effective project management and communication. Additionally, proficient in using Optimiser (CRM) and CMS tools for streamlined workflows and client interactions.
• Key Clientele:
• Notable Clients: Managed projects for renowned clients including ZING Events, Institute Of Travel Management, Blue Orchid, GHS, MSD UK, ensuring high-quality service delivery and client satisfaction.

Jul 2020 – Feb 2021 · 7 mos

• As a dedicated Project Manager at Glotelligence earlier known as Innovanda, a pioneering UK-based CRM and Web Development Start-up, I had been entrusted with managing multifaceted teams and overseeing pivotal projects, contributing significantly to the company's growth and reputation.
• Strategic Project Leadership: Managed and led diverse teams, including Client Servicing, Support, and Trainees, fostering collaboration and productivity. Successfully oversaw a multitude of projects focusing on the development of our core products - the Product Optimizer (CRM) and Touchpoint (Website/CMS)
• Stakeholder Interface: Interfaced directly with managers, employees, vendors, and stakeholders, defining project requirements comprehensively. Created detailed work plans, schedules, and milestones, ensuring structured frameworks for successful project outcomes.
• Effective Tool Utilization: Leveraged project management tools including Jira for efficient project planning and collaboration. Utilized Optimiser (CRM) and CMS tools for streamlined workflows and client interactions.
• Client Relationship Management: Managed client relationships, ensuring exceptional service and fostering long-term partnerships. Catered to distinguished clients including ZING Events, Institute Of Travel Management, Blue Orchid, MSD UK, among others.
• Innovation and Continuous Improvement: Actively pursued opportunities to enhance processes, explore new technologies, and improve products. Proactively identified areas for growth, contributing to Glotelligence's culture of innovation.
• My tenure at Glotelligence has been marked by a relentless pursuit of excellence, a commitment to delivering unparalleled client satisfaction, and a passion for innovation. Through effective team management, strategic planning, technical proficiency, and a client-centric approach, I have played a pivotal role in shaping Glotelligence's success story.

May 2020 – Jul 2020 · 2 mos · Gurgaon, Haryana, India

• Building Financial Health Programs that helps employees absorb financial shocks or unexpected expenses without getting into debt and stress.
• Develop and manage alliance with government agencies.
• Review and support government contracts and analyze financial justification for alliance.
• Provide interpretation of contract terms and communicate contract details with management.
• Design, arrange and complete contracts to achieve program and contract objectives.
• Analyze company’s product performance in market and research for new trends.
• Monitor and manage schedules and deadlines specified in the contract.
• Maintain alliance with strategic partners and develop sales strategy.
• Prepare strategic Sales and Marketing plans.
• Coordinate with engineering, service, finance and marketing departments.
• Manage agreements with alliance executives and promote alliance organization.
• Build relationship with alliance partners and develop business globally.
• Create and implement business plans for partners.
• Provide business inputs and ensure efficiency and cost effectiveness in service and product.
• Review report and financial status and modify plans.
• Major Clientele: Zomato, Airtel, Peoplestrong, etc

Jun 2018 – May 2020 · 1 yr 11 mos · Gurgaon, Haryana, India

• Condeco Software Private Limited
• Application Engineer / Project Manager
• Gurugram, Haryana
• June 2018 – Present
• Conducting business reviews with the customer stakeholders providing insight on;Service usage, Azure Service usage and opportunities for spend optimization, new features or capabilities released within the technologies supported.
• Providing escalation management for Critical and Major customer Incidents.
• Developing Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for customer.
• Provide technical and systems management advisory services. Providing skills transfer and customer readiness through the remote delivery of workshops and training events.
• Listening to customers, probing for business process pains and opportunities.
• Supporting client’s application like, Barclays, Fendi, Riccoh, Shire, Bain and Company, Disney, Daigeo, McMillan, LVMH, Fendi, RBS, Barclays etc.
• Experience in delivering projects for clients like KPMG, Barclays, Comcast, PWC, etc
• Technical knowledge on flows, project architecture and co-ordination with development team to ensure clients requirements are delivered as per the guidelines.
• Determining operational objectives by studying business functions & gathering information evaluating output requirements.
• Align project objectives with company goals.
• Providing status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership.
• Monitoring, tracking and controls outcomes to resolve issues, conflicts, dependencies and critical path deliverables.
• Developing and delivering progress reports, proposals, requirements documentation and presentations to various audiences as needed.
• Ensuring that projects and programs are proceeding according to scope, schedule, budget and quality.
• Technology used: IIS, ASP.NET, SQL and Javascript, Azure
• Tools used: Service Now ,Jira and BMC Remedy.

Jun 2016 – Jun 2018 · 2 yrs

• Roles and Responsibilities:
• 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 assigning incidents within a group or division.
• Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
• Determines if an incident needs to be escalated according to priority and severity of issue.
• Ensuring that Incidents assigned to their Support Groups are resolved and that service is restored. -Monitoring the Incidents and managing workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Identifying Incidents for review
• Participate in Incident review following major Incidents also, identifying potential problems and/or increasing trend of repetitive Incidents.
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents Escalate all process issues to the Incident Manager.

Nov 2015 – Apr 2016 · 5 mos · Noida, Uttar Pradesh, India · On-site