Dheeraj Pandey

Managing CCM projects and IT service delivery for the organization covering domestic and international clients. Setting up best SDLC practices and industries standard across all line of services. Currently managing 50+ FTE’s spread across multiple locations. Managing staff including recruitment, mentoring, training, target setting and performance assessment. Drafting & review of statement of work to freeze scope of projects. Rolled out organization wide JIRA for software development and tracking. Achieved 90% CSAT across all projects since inception. Managing teams in a matrix environment consisting of various roles & skill sets through thinking strategically & tactically bringing robust project planning, scoping, budgeting, scheduling, resource allocation and time bound quality deliverables. Articulate risk, issues, resource challenges and upcoming project planning summary in a clear and concise manner via weekly, bi-weekly and/or monthly reports to stakeholders / executives at all levels. Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with proactive resource planning. Experienced in both on premise and SaaS based project implementation. Excellent oral and written communication skills in an environment requiring diplomacy and judgment in managing interactions with individuals at all levels both inside and outside of the organization. Interview and consult with customers in order to gather and determine customer business and solution requirements. Work with new and existing customers in order to identify unrealized customer needs and promote CCM solutions to drive additional revenue.

Got exposure to iOS ecosystem and product implementation during my short duration of roughly 2 months. Important learning from a career point of view.

12+ successful learning management projects implemented including production handover. Achieved 4 Cr target for both years during the tenure. Define project schedules, allocate resources, scope and time management. Coordinated internal resources and third parties/vendors for the flawless execution of projects. Facilitate workshop sessions between product and technology teams and provide an overview, and enhance the business requirements, feature files, and overall functionality of the system. Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization. Manage projects across functional teams in the organization, including business, development, quality assurance and operations teams. Exhibited a high level of customer service while multitasking and working on multiple projects. Support technical sales and business development by writing and/or reviewing proposals, writing scopes of work, and developing delivery estimates and resource requirements for solutions.

Leading a team of developers and other LOS across multiple locations for design, build, test and production deployment of client applications. Experience in client relationship management, project co- ordination and delivery management in an onsite- offshore model. Accountable for status reporting, client communication & coordination with account management team for timely completion and quality maintenance of projects. Leading & managing weekly & monthly service & project review meetings with key stakeholders. Performing project management activities including Planning, Scoping, Scheduling, Estimation and Resource management. Assess project issues and identify solutions to meet productivity, quality and customer goals. Responsible for project deliverables including but not limited to UAT support, project integration, ELS and release/deployment management. Responsible for maintaining project schedules, work breakdown structures (WBS), issue/decision logs, meeting summaries and status reports to ensure effective, on-going communication across all the team members. Business Continuity Plan owner for the assigned project. Successfully managed quarterly & few client audits for the project.

Creating project plan and managing deliverables in line with the project plan. Managed an offshore team of 30 employees for multiple projects, designed their time schedule and allotted weekly tasks. Conducted clients' communication sessions to evaluate client needs & ensure timely project delivery. Representing project in Solution Review and Release Control board. Accountable for deliverables review, control, and updates throughout project lifecycle. Supported Project Process Compliance audit/s & closure of open actionable. Worked as a Business Analyst on multiple projects in Microsoft technology stack. Recording and managing project issues and escalating where necessary. Timely resolved/managed issues ensuring on time project delivery. Completed handover activities in line with transition projects.

Successfully migrated 10+ client systems to newer critical hosting platform. Managed small project/s alongside higher value Work Package Product. Weekly/monthly status reporting to senior management & client stakeholders. Managing developers and ensuring agreed deliverables are completed in time. Accountable for deliverables review, control, and updates throughout project lifecycle. Participating in UAT and early life support. End to End management of complete SDLC at offshore for team of 5.

Responsible for requirement gathering, design & development of new enhancement for client applications. Zero SLA failure during 24 X 7 on call support to critical client applications. Estimation, unit testing & deployment plan creation. Submitted and successfully implemented multiple production changes. Knowledge sharing and mentoring to new team members. Kept project & account management team through weekly status reports.

Developed & maintained in house software programs for printing operation.