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Jaiganesh Nagarajan

Service Delivery Manager at mGage - The Mobile Engagement Company

Work experience

Jun 2009Present

Service Delivery Manger

mGage - The Mobile Engagement Company
  • Lead and manage various activities and deliverable on the Projects assigned and provide program management support to the PMO Head for ensuring successful project execution and implementation.
  • Ensure Project Management Gates are implemented within all projects assigned and prevent deviations.
  • Ensure compliance in operating procedures and policies and provide support to campaign management team.
  • Aid in all project closures and perform benefit analysis in collaboration with PMO.
  • Oversaw financial controls and systems focusing on monitoring, recording, and forecasting and budgeting of project expenses.
  • Manage project team members / partners to ensure the right resources are working on the right tasks at the right time, with clear expectations of milestones and goals.
  • Analyzed Project Manager reports to update and administer program plans.
  • Manage project progress and control slippages. Produce updated schedule as per the defined PMO Standards.
  • Escalate deviations to the PMO Head and Stakeholders in a timely manner and take necessary actions to bring the project on track.
  • Consolidated project reporting materials for monthly review by Project Manager.
  • Managed overall client relationship including maintaining daily operation, troubleshooting issues & escalations
  • Work directly with client and sales to define scope of works, created proposals and SOWs
  • Heading the customer care team of 4 members and provide customer care solution to UK consumers


Additional Responsibilities:

  • Perform Device Testing as and when required and also provide assistance to the QA team with testing support.
  • Managed the delivery of Daily, Weekly, Monthly Reports and Miscellaneous Reports as per requirement. Tools used for Report Generation – SQL, Excel, internal company reporting tools.
  • Troubleshooting Issues and Providing Technical Assistance to the Clients and Internal NOC.
  • Procuring SC’s (Random & Vanity) from CSCA (Common Short Code Administration) depending upon the client requirements
  • Managing SMS / MMS campaigns through company Application and also managing large number of SMS Blasts.
  • Manage the interaction with various departments for technical assistance in troubleshooting issues, providing input that is used to create sales proposals, improve products
  • Manage additional roles & responsibilities for Product Manager as Creating USSD Campaigns, Generating Reports, Initial testing & production set up for new clients, and ensuring service delivery for existing as well as new clients, Report Analysis & Presentation to Customer/Senior Management.
Jul 2014Oct 2014

Project Manager

Webstix Design Pvt Ltd
  • Managing Software Development project activities for multiple projects across all project phases, including initiation, planning, execution, monitoring, control and closure.
  • Break the project into Milestones and assign each milestone with task lists.
  • Create, manage and track project stages, including Project Schedule, Detailed Project Plans, Project Scope Statements, Cost estimates, Resource Plans, Risk & issue logs and Status Reports.
  • Managing the day-to-day activities of projects and staff; communicate with project teams as necessary to ensure project deliverables are on schedule and within cost parameters.
  • Communicate and collaborate with internal and external stakeholders as needed in regards to project deliverable including managing expectations, presenting and interfacing with each of them. .
  • Recommend to management about schedules, prioritization and resource allocation with input from team members.
  • Track and Present ongoing project plan/status reporting.
  • Strategic planning and asset creation processes.
  • Resource planning and organizational capacity planning.
Oct 2006Jun 2009

Senior Process Associate

Siemens Technologies
  • Processing of data from Data Collectors from UK in accordance to the Data Transfer Agreement through M98 database.
  • Handling the queries from suppliers regarding the meter change and meter reading details via email.
  • Deprogramming the jobs and debugging the error codes manually and updating into the server (SWAN).
  • Providing direct feedback to support professionals on individual basis
  • Updating Lean Board for Reporting Daily & Weekly
  • Order Routing and Managing the clearing & Settlement process
  • Involved in back office managers meeting for discussing about the issues and giving their status
Apr 2006Sep 2006

Email Support Executive

Lason India Private Ltd
  • Responsible for solving Technical queries in Web Page.
  • Resetting Login name and Password.
  • Taking Care of E-Books migration and Renewal of Books.
  • Providing vital information for Educator Queries.
  • Taking care of Refunds and Discounts




IIBM Institute of Business Management


DRBCCC Hindu College


Prince2 Foundation

APMG International