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Senior IT Manager with over 10 years of experience in

Program Management for 5 different business areas - Quality Assurance/Failure Analysis, Human Resource, Real Estate Site Operations, Legal and IP Law.  Responsible for defining IT strategy and laying out the road-map for various IT applications in use by these business groups and managing the financial aspects of the development and operational life cycles.  Managed 5 different direct 'Project Manager' reports and a large pool of diverse on-shore, off-shore and vendor teams, in support of these applications.

Managed teams responsible for all the development & production support aspects of Peoplesoft HRMS, SAP Security & Controls, SAP Basis (for R/3, BW and SRM implementations) and Lotus Notes applications.  Designed the SAP architecture with a Disaster Recovery system and the back-up strategy.  Also responsible for managing a global team providing a 24x7x365 production support as it relates to SAP, PeopleSoft and Procurement applications.

Championed the adoption of a Global uniform Change and Release Management processes and their roll-out on a Lotus Notes platform.  Led the creation of risk control matrices for audit purposes.

Responsible for Staff Development and Management, overseeing a staff of 8 domestic and 27 global (Singapore, China and Thailand) resources directly reporting to me.  Also managed on-shore and off-shore contractor workforce belonging to vendor partners.  Guided negotiations, contract terms, and vendor selections from among CMM 5 certified vendors.

Project Managed numerous complex, high worth projects in multi-platform environments, across global sites.

Principal owner and champion of the Worldwide Lotus Notes Center of Excellence based on an in-sourced off-shore model.

Championed the application of Lean Methodologies and Six Sigma principles in daily operations and other IT processes to improve customer service and response time.

Work experience

Jan 2003Mar 2008

Manager, Applications - Operations & Production Support

  • Program owner for multiple ERP Operations (SAP, PeopleSoft, HR, Quality & Failure Analysis, IP Law/Legal, Real Estate Site Operations). Responsible for operations, administration, personnel oversight; strategic application support, service design, delivery, and quality assurance; annual budget control and resource management
  • Oversee the operational planning, establishment, execution and evaluation of the IT projects. Coach/mentor global teams responsible for operations of major ERP systems.
  • Serve as principal focal point of representation and liaison with the customer community.Well versed in Six Sigma methodology – Project Champion & Lean Practitioner and also provide guidance to a Green belt and Lean Master

·Direct management of a staff of 35.Provide operational direction to 80+ contractors providing both on-shore and off-shore support

·Managing an annual program IT maintenance budget of $4M. Identified and currently championing 2 IT projects involving Lean methodologies resulting in savings of $250K for 2007

·Managed the in-sourcing of critical support services resulting in savings of 500K annually. Led the refresh of the SAP infrastructure with zero disruption to the business.

·Architected the in-sourcing of Lotus Notes applications maintenance and development by creating the Lotus Notes COE (Center of Excellence) bringing in at least $400K savings per year.

·Principal owner & driver for the Global IT Change Management process and launched an action plan to fulfill audit requirements as part of regular operations. Created metrics (KPIs) to analyze the performance of vendors and operations and take corrective action

Advisory Program Test Manager, Supply Chain Management, 2004 – 2005

·Managed the creation of comprehensive test plans, scripts, test data sets, metrics and report; co-ordinating with Operations, Program Management and Development teams.

·Drove requirements, design and code reviews and walkthroughs and identified impacts on testing and architecture.

·Ensured senior leadership engagement and support by providing timely progress status via status reports and weekly meetings.

·Responsible for development, support and maintenance of documentation strategies.

·Established a common test strategy framework for complete supply chain solution implementation.Reduced testing time by 50% and decreased time involved to execute cut-over activities leading to go-live by as much as a week.

Global Customer Care & IT Project Manager, 2003 – 2004

·Responsible for operations and optimal configuration and high availability of complex integrated processes within the enterprise.Worked closely with the Development team to manage changes across the SAP environments using change management systems.

·Managed design and development of program for patch management leading to savings of $250k per year.

·Restructured the logistics around Executive desk side support and streamlined the Help desk operations managed by an outside vendor.Achieved a 80% problem resolution rate and strict adherence to contractual obligations

·Designed and established the Corporate internal Help portal providing a one-stop shop for all internal IT help

·Mentored junior project managers in project lifecycle management

·Created and managed the SAP infrastructure split strategy during the merger.Led a team of 30 to achieve system cut-over in the new landscape in less than 60 hours.Resulted in zero (0) severity 1 calls in 2 weeks

·Managed a mainframe outsourcing project resulting in savings of $1.8M per year.Managed all aspects of the outsourced migration from creating RFPs, vendor negotiations and selection, dealing with the attorneys, Statement of work and procurement processes.

·Managed the migration of 27 mainframe resident applications to alternate platforms, leading to the sunset of 1 mainframe environment resulting in savings of $500K per year

·Consolidated SAP systems to 3 environments with fail-over and disaster recovery capabilities.Instituted procedures towards aiding IT waste elimination efforts via printer reduction, batch job run consolidation, patch application and release based change management

Mar 1999Dec 2002

Production Support Lead

·Led the North America SAP Production Support team and then Promoted to Lead the Global team.Responsibilities included driving closure on problems, managing resources to provide 24 x 7 x 365 coverage, establishing metrics and measuring our performance as well as managing customer expectations.

·Established procedures for regular cleanup of the batch and print environments thus reducing external spend.Reduced number of batch runs by 25% to 17,000 runs per month and the number of printers by 20% to 400 + thus reducing costs and improving performance in a year.

·Strategize & developed the Disaster Recovery procedures and responsible for the systems bi-annual certification processes.

·Architected a program to ease regression testing after implementation of patches.This helped identify the specific transactions that were impacted by the patch.

Senior Consultant, Global Services, 1999 - 2001

·Responsibilities included leading the implementation efforts on a particular module in SAP, participating in pre-sales calls and sizing opportunities and establish a Knowledge Management system to capture intellectual capital.

·Redesigned the Problem tracking Database for real time tracking of problems via the web.Initiated measures to improve user satisfaction and maximize utilization of tracking tools and change management process


Aug 1994Aug 1996