Santrupta Mishra
Melbourne,VIC
Summary
Portfolio Delivery Manager with over 17 years of successful experience in large scale and complex IT Program Delivery and Implementation Management. Recognized consistently for performance excellence and contributions to success in Finance and Telco industries. Strengths in Team Management and Project Delivery backed by training in IT Project Management. ITIL V4 and AWS certified. Australian Permanent Resident (SC 189 Skilled independent).
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Delivery Executive - Associate Director
Capgemini Australia Pty Ltd
Docklands, VIC
10.2021 - Current
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Facilitated solution design trade-off conversations to evaluate potential design options and balance business value of customer experience against cost of development and ongoing maintenance.
- Identified opportunities and impacts to operational processes and guided clients in managing associated changes.
- Created integrated program plan from individual project plans and used plan to rebalance work and manage variances across projects.
- Guided client in creating strategies involving service, sales, marketing, channels, vendor and overall customer experience.
- Managed complex delivery for TCV AUD 15Mn portfolio and supervised book of business across multiple accounts.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Supervised delivery staff and general productivity.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
Platform Owner - DevOps, Infra & Minor Enhancement
AMP Services Limited
Melbourne, VIC
09.2020 - 10.2021
- Managed change implementation and service delivery of MyNorth Wealth Management platform.
- Successfully delivered 50 major releases and 200+ minor releases of software upgrades and configuration changes.
- ZERO implementation issues for all releases delivered into production.
- Implemented 31 major releases in 2020 calendar year while managing teams digitally (Spread across Australia and India) due to COVID restrictions.
- Ensured 100% SLA adherence and 90%+ Resolution rate for production support tickets 30 months in succession (and counting).
- Oversaw remediation of cyber vulnerabilities in infrastructure.
- First portfolio in AMP to implement DDOS protection framework.
- First portfolio in AMP to implement at-rest encryption of database.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Senior Service Delivery Manager
Wipro
Melbourne, VIC
Apr2018 - Sep2020
- Worked for AMP limited as a contractor.
- Escalated and resolved major service issues while handling 500 incidents and service requests every month.
- Implemented scheduled maintenance, retooling production status sheets and driving tasks to achieve scheduling effectiveness.
- Determined quality control standards.
- Organized schedules, monitored shifts and made sure there was apt coverage.
- Provided status reports to management.
- Completed and submitted monthly and yearly Status reports to support executive decision making.
- Delivered operating plans and growth objectives.
- Pioneered automation of multiple manual activity streams, reducing effort and eliminating human errors.
- Tracked and documented metrics, and evaluated trends.
- Prepared employee schedules for maximum coverage during key hours.
IT Project Manager
Wipro Technologies
Budapest, Hungary
Jun2016 - Apr2018
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
- Oversaw large portfolio of 7 projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Organized internal audits and led efforts to determine and remedy deficiencies.
- Awarded by Wipro VP for best account mining practices.
IT Project Manager
Wipro
Pune, India
Nov2014 - Jun2016
- Managed offshore team of 80 members.
- Hall of Fame Award from client for delivering with 100%
quality BEFORE time. - Single handedly managing all estimations, delivery management, client
management and people management of Deutsche Telekom Hungary project with 3 Million EUR
annual contract Value. - Successfully managed Development/SIT/E2E Testing for more than 700
requirements as SCRUM MASTER. - Managed multiple vendors (Amdocs, HP) and their deliveries.
- Executed proof of concept implementations to validate product feasibility
Technical Project Leader
IBM
Pune, India
05.2013 - 11.2014
- Handled E2E development and Design of Sales Force Automation Data
Migration for Vodafone Spain. - Handled modernization of road safety services for State of Ontario.
- Built and utilized reporting systems to keep customers and management in loop with latest information.
- Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Investigated and corrected or escalated project problems.
Data Migration Lead
IBM South Africa
Johannesburg, South Africa
11.2011 - May2013
- Facilitated data conversion for 30 Million records Legacy to new stack system ((Siebel CRM).
- Completed quality reviews for designs, codes, test plans and documentation methods.
- Prepared functional and technical documentation data for data warehouses.
- Mapped data between source systems and new stack (Siebel CRM).
- Certified as Siebel CRM consultant.
- Worked closely with product owners and enterprise architects to understand requirements.
- Increased customer satisfaction by resolving escalated issues.
- Went above and beyond by resolving CTI (Computer Telephony Integration) issues in Siebel CRM.
- Worked flexible hours; night, weekend, and holiday shifts.
Siebel Administrator
Tata Consultancy Services
Johannesburg, South Africa
Nov2009 - 11.2011
- Analyzed complex project server issues of Siebel enterprise with more than 30 servers and worked on large enterprise and business-critical applications.
- Made recommendations regarding information technology infrastructure overhauls.
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Worked under tight timelines.
Release and Test Manager
Tata Consultancy Services
Glasglow, United Kingdom
Jul2008 - May2009
- Managed implementation of changes for Customer Master Data Management Platform of British Telecom.
- Managed customer escalation, Ownership & accountability of
deliverables. - Received 100% CSAT.
- Closely collaborated with project members to identify and quickly address problems.
- Created plans and communicated deadlines to ensure releases were completed on time and without issues.
- Adhered to change management guidelines.
- Defined clear targets and objectives and communicated to other team members.
- Part of Change Approval Board for entire Data Management Platform.
ETL Developer
Tata Consultancy Services
Kolkata, India
Nov2005 - Jun2008
- Designed and created ETL code installations, aiding in transitions from 32 legacy systems into Siebel CRM.
- Wrote and optimized in-application SQL statements.
- Designed integration tools to combine data from multiple, varied data sources such as RDBMS, SQL and big data installations.
- Collaborated with business intelligence staff at customer facilities to produce customized ETL solutions for specific goals.
- Interpreted data models for conversion into ETL diagrams and code.
- Directed data transformations and transitions using AB INITIO.
- Trained in coding for numerous Data Warehousing solutions, including AB INITIO and Informatica.
- Collaborated with system architects, design analysts and others to understand business and industry requirements.
- Designed data models for complex analysis needs.
- Documented and communicated database schemas using accepted notations.
Education
Bachelors in Engineering - Electronics And Telecommunications
Orissa Engineering College
Bhubaneswar, India10.2005
Skills
- Delivery Management
- Release Management
- Release planning
- Risk mitigation planning
- Quality assurance
- Infrastructure development
- Agile Delivery Management
- Project lifecycle management
- Data management
- Supervision
- Critical thinking
- Waterfall methodology
- Troubleshooting
- Automation Champion
- Organization and Time management
- Vendor Management
- Cyber Vulnerabilities Management
- Coaching and mentoring
- Staff training/development
- Organization and Time management
- Vendor Management
- Cyber Vulnerabilities Management
- Coaching and mentoring
- Staff training/development
- Executive leadership
- Organization and Time management
- Vendor Management
- Cyber Vulnerabilities Management
- Coaching and mentoring
- Staff training/development
Accomplishments
- AMP CTO Award for Best Change Manager.
- Deutsche Telekom Hall of Fame Award for best Development Manager.
Certification
ITIL V4 certified.
AWS Certified Cloud Practitioner.
Siebel 8 Certified Expert.
Hobbies
- Cricket
- Long Drives
- Mimicry
- Reading fiction
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Timeline
Delivery Executive - Associate Director
Capgemini Australia Pty Ltd
10.2021 - Current
Platform Owner - DevOps, Infra & Minor Enhancement
AMP Services Limited
09.2020 - 10.2021
Technical Project Leader
IBM
05.2013 - 11.2014
Data Migration Lead
IBM South Africa
11.2011 - May2013
Bachelors in Engineering - Electronics And Telecommunications
Orissa Engineering College
ITIL V4 certified.
AWS Certified Cloud Practitioner.
Siebel 8 Certified Expert.
Senior Service Delivery Manager
Wipro
Apr2018 - Sep2020
IT Project Manager
Wipro Technologies
Jun2016 - Apr2018
IT Project Manager
Wipro
Nov2014 - Jun2016
Siebel Administrator
Tata Consultancy Services
Nov2009 - 11.2011
Release and Test Manager
Tata Consultancy Services
Jul2008 - May2009
ETL Developer
Tata Consultancy Services
Nov2005 - Jun2008
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