Summary
Overview
Work History
Education
Skills
Websites
References
Certification
Timeline
Generic

Sarika Umesh

Melbourne,VIC

Summary

  • Highly experienced Senior Project Manager with 15+ years of success in managing large-scale projects. Excellent organizational, communication, and problem-solving skills.. Skilled in identifying and mitigating risks, working with stakeholders, and leading successful projects.
  • Adept at steering large-scale digital transformation projects, I significantly enhanced client satisfaction at Khoros by integrating customizable SaaS features for Enterprise customers, achieving a client satisfaction rating exceeding 95%.
  • My expertise in Agile methodology and Lean Project Management, coupled with cross-functional team collaboration, has consistently driven project success and stakeholder confidence.
  • Experienced in end to end software development life cycle and project management best practices.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Senior Project Manager

KHOROS
12.2021 - Current
  • Company Overview: Digital customer engagement platform for social media management, digital contact centers, Customer Care & marketing, customer experience insights & brand-owned communities
  • Directed large-scale migration efforts aimed at enhancing client satisfaction scores by integrating customizable features into each SaaS based client during quality assurance testing with top-tier hyperscale partners such as NAB, Google Cloud and Atlassian
  • Managed end-to-end lifecycle of communication-focused digital transformation projects impacting three major industries—banking (NAB), hyperscale computing (Google Cloud), and retail enterprise, ensuring alignment with client expectations at all phases
  • Leading the delivery of customised enterprise solutions from the product roadmap for Tier one SaaS customers in APAC
  • Incorporating Agile project management methodologies for customisation resulting in quicker product deliveries
  • Managed cross-functional teams across product, engineering, professional services for projects and Advanced Services engagement that led to enhanced customer satisfaction
  • Managed and streamlined overlapping work streams, including technical integrations, CRM systems, Salesforce integration, UX/UI enhancements; enabled seamless data migration from legacy platforms to Khoros for 20+ clients
  • Implemented rigorous quality assurance processes leading to a significant reduction of post-deployment issues; personally validated system functionality against user acceptance criteria for major projects before rollout phases commenced
  • Directed customer management with a structured project approach that ensured delivery within estimated costs and timelines; facilitated smooth transitions to operational phases, achieving 100% satisfaction in client feedback surveys
  • Facilitated continuous dialogue with key decision-makers while reviewing service contracts; produced detailed status reports for key stakeholders that streamlined project delivery processes and maintain project dashboards reflecting scope, quality, schedule and budget
  • Steering a Process Improvement group to deliver process documentation for software project lifecycle focussed on Initiation & Planning phase for newer solutions like Digital Contact centre & Aurora platforms
  • Conducted over 20 Post-Implementation Reviews with customers that resulted in identifying major lessons learnt and best practices within the teams for areas of improvement
  • Digital customer engagement platform for social media management, digital contact centers, Customer Care & marketing, customer experience insights & brand-owned communities
  • Khoros AI gives brands a single command center to build automations, deploy seamlessly to every channel
  • Secured client satisfaction ratings exceeding 95% through consistent engagement strategies and prompt resolutions, leading to an overall enhancement of team capabilities and stakeholder confidence
  • Received customer & company recognition for delivering first time right major modernisation and transformation to a new platform- this involved pulling in the delivery of data and platform migration from 8 to 5 weeks by working closely with customer and internal engineering teams for risk management and faster delivery

Senior Project Manager

RESOLVE SOFTWARE GROUP
01.2018 - 11.2021
  • Delivered numerous technology solutions for customer projects across Australia and New Zealand including Data migration projects
  • Successfully rolled out projects of high value to large government organisations and major government organisations including Department of Justice and Community Services (DJCS), Department of Health and Human Services(DHHS), Vic Roads and Public Transport Victoria
  • Established comprehensive reporting mechanisms that included weekly progress updates shared among teams; this practice fostered accountability contributing directly towards exceeding quarterly objectives set forth at the beginning of every cycle
  • Mentored/Coached the Junior Project Managers leading them through the complexities of Khoros projects and customer communication, resulting in reduction of project delivery escalations
  • Develop project plans based on customer requirements and managing the project from kick off to post production deployment of projects (Go Live)
  • Project delivery model using Agile SCRUM, Waterfall, Hybrid and Prince 2 methodologies
  • Directed cross-functional teams through agile methodologies, facilitating daily stand-ups that improved communication among remote resources in Australia and New Zealand; completed all sprint deliverables ahead of schedule by an average of two days
  • Identified process improvements and recommendations for updates to customer projects in Agile process implementation
  • Management of different level of stakeholders involving complex projects with scope, documentation and change management across multiple clients
  • Weekly generation and reporting to senior management of billable revenue and resource utilisation metrics utilising Microsoft Project reports
  • Timely accurate tracking of financials of project and overall project status
  • Streamlined financials of regular invoices for complete project
  • Engaged in providing response to tenders and proposals for Professional Services
  • Recognised for enhancing ongoing project tracking with new metrics.
  • Entrusted to manage largest customer base project for company.
  • Received customer appreciation letters for good leadership practices and strong communication skills
  • Contributing to PMO best practises and Leading Process improvements team within the organisation

Senior Project Manager

Tech Front Australia
09.2016 - 12.2017
  • Liaised between senior management, project team members and clients to ensure effective communication throughout the duration of the project.
  • Implemented a comprehensive plan aligning all aspects of workflow associated with LED systems; this approach led directly to resolving the three biggest bottlenecks previously hindering service delivery timelines
  • Developed and implemented comprehensive project plans.
  • Managed product certification and testing processes to meet Australian and New Zealand standards.
  • Instrumental in ensuring new product compliance with Australian/New Zealand electro-magnetic certification standards.

Staff Program Manager

Qualcomm India
10.2012 - 05.2016
  • Established a Program Management Office team by budgeting, creating job descriptions and recruiting employees.
  • Developed and led a highly focused PMO team. Headed team of managers in charge of software programs.
  • Tracked overall program status, issues, and team handoffs with 10 cross-functional global teams to meet deadlines.
  • Developed project plans, identified risks, set objectives and monitored progress towards completion.
  • Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
  • Implemented stringent quality measures for software processes resulting in successful ISO9001 audit.
  • Nominated as the President of the QWISE team for 2 consecutive years. Received several awards for contributions to the team

Software/Engineering Release Manager

Ericsson (Formerly Telcordia Technologies)
10.2010 - 09.2012
  • Reviewed release plans, coordinated activities with project teams and stakeholders to ensure successful execution of releases.
  • Coordinated with technical lead and system analysts to plan project timelines.
  • Promoted usage of scrum practices among team members and key stakeholders.
  • Established strong reporting mechanisms for end-to-end project governance. Established a robust system for tracking development release metrics.
  • Recognized with 'Best Team Award' for effective management of Tata Teleservices project.
  • Achieved zero defects in the 'Uninor Migration Method of Procedures and Tool Enhancement', leading to an appreciation award.

Senior Project Manager/Project Manager

Alcatel-Lucent India
06.2008 - 10.2010
  • Oversaw various projects with product testing efforts of 130-150 person-years.
  • Directed the activities of an engineering project team of 50 engineers.
  • Scheduled, tracked, and oversaw feature testing using Agile methodology.
  • Coordinated resources across multiple departments and teams to ensure successful completion of projects.
  • Presented at 2nd Annual International Project Management Symposium in 2008.

Test Manager

Alcatel-Lucent India
05.2005 - 04.2008
  • Supervised a group of 50-60 engineers across four teams.
  • Successfully transitioned test department from manual to automated testing, which increased product quality and reduced regression test costs.
  • Provided essential analysis to authorize releases for testing strategies.
  • Conducted analysis of required skills and competencies based on project roadmap.
  • Developed test plans, strategies and schedules for software testing projects.

SW Engineer/Team Leader/Area Test Lead

Alcatel-Lucent India
08.1998 - 04.2005
  • Achieved promotion to technical lead position in under three years.
  • Secured CMML4/L5 standards compliance throughout software testing.

Education

PRINCE 2 Practitioner Certification -

01.2020

Certified Scrum Master -

01.2018

PRINCE2 Foundation Certification -

01.2018

PMP Certification -

Project Management Institute
01.2009

Bachelor of Engineering - Electronics and Communication

University of Madras
01.1998

Skills

  • Jira
  • Confluence
  • Smartsheet
  • Microsoft Project Planning
  • Agile Methodology
  • Waterfall
  • Scrum Management
  • Lean Project Management
  • Kanban
  • Cloud Migration Solutions
  • SaaS Enterprise Solutions
  • CRM Integration Techniques
  • Data Migration Strategies
  • RAID Analysis Frameworks
  • Kaizen Methodology
  • Causal Analysis Techniques

Websites

References

Available Upon Request

Certification

  • Prince 2 Foundation & Practitioner Certification 2020
  • Ceritified Scrum Master 2018
  • PMP Certification 2009

Timeline

Senior Project Manager

KHOROS
12.2021 - Current

Senior Project Manager

RESOLVE SOFTWARE GROUP
01.2018 - 11.2021

Senior Project Manager

Tech Front Australia
09.2016 - 12.2017

Staff Program Manager

Qualcomm India
10.2012 - 05.2016

Software/Engineering Release Manager

Ericsson (Formerly Telcordia Technologies)
10.2010 - 09.2012

Senior Project Manager/Project Manager

Alcatel-Lucent India
06.2008 - 10.2010

Test Manager

Alcatel-Lucent India
05.2005 - 04.2008

SW Engineer/Team Leader/Area Test Lead

Alcatel-Lucent India
08.1998 - 04.2005

PRINCE 2 Practitioner Certification -

Certified Scrum Master -

PRINCE2 Foundation Certification -

PMP Certification -

Project Management Institute

Bachelor of Engineering - Electronics and Communication

University of Madras

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