Arvind_Jaiswal_Profile

© 2014 IBM Corporation 1

Senior I.T Professional ( Account Delivery Operation Head) : Delivering E2E global level IT solutions/services (AMS/ADM/IMS) across

multiple domains & technologies in multicultural GD environment.

~ E2E Project Management ~ E2E Operation delivery Management ~ Relationship Management ~ Risk & Issues Management

~ Cost Management(P&L Accountability) ~ Integrated Delivery from multi cultural GD countries teams

Profile Summary

Arvind Kumar Jaiswal,

E-Mail: [email protected] / Mobile: 09899549147

Creative, results driven IT Delivery & Operations leader with over 17 years global experience in managing the entire IT managed

services operations delivery with successful track record of delivering various IT projects/solutions/services on/before time and

within agreed budget/cost, quality and scope.

IT Service delivery strategist Led IT strategy to implement & deliver integrated service delivery in Telecom, BFSI & manufacturing

domain inclusive of transformation, transition , IT Infrastructure and integrated application operation and managed services.

Skilled in grasping the big picture, conceptualizing , developing, implementing IT solutions/services & partnering closely with

business leaders, various multiple countries Geo & GDC teams, stakeholders and senior level executives.

Experienced & proficient in performing stakeholders management role, ensuring closer collaboration between the global delivery

teams by proper liaising and coordination. Skilled in delivering various IT services to clients across various regions of world in

truly seamless approach by “One IBM” Global Delivery Methodology driven multi cultural environment by specialized IBM BU

(GBS/GTS/SWG) teams located across various Geographies & Countries in India, China, Malaysia, USA, Australia and Europe.

Excellent interpersonal skills, ability to relate to people at any level of business, possess cultural awareness and sensitivity with a

mature thinking, strategic business approach and an elegant presence.


Key Result Areas



M.S/M.Tech from premier institutes with overall 16+ years of experience in IT/software Application Design & Build AD&I/ADM

(Development, Enhancement, implementation, customization, integration), Managed ( operation, maintenance and 24/7 Multi

level technical support, managed services AMS/MSP ) and business application platform transformation services with well

established & reputed organization like Tata Consultancy Services, TechMahindra, and IBM India Pvt Limited.

I have 7+ years as Delivery /Program/Portfolio/Account Manager and managed end two end delivery of large complex projects

with team of more than 70 members involving multiple technologies (Client Server & Web Technology (Java/J2EE) & .NET) and

TELECOM DOMAIN COTS products/applications (OSS/BSS/NMS), SDP and VAS domains (e-Recharge/e-Top-up using IN

and SMSC).

As a account service delivery and operation lead, responsible for customer satisfaction, SLAs compliance, availability of

infrastructure & applications with improved GP operating margin by reduced workforce , process automation, non labor

expenses leading to cut down on revenue losses.

Managing IBM Cloud Computing enabled Telecom Expense Management (TEM) business application, solution & services

based on IBM new capabilities BlueMix (IBM’s next generation PaaS cloud development platform) with IBM’s Software-as-a-

Service (SaaS) deployed/hosted on Cloud Infrastructure SoftLayer, IBM's Infrastructure-as-a-Service offering (IaaS) . IBM Cloud

TEM solution & services is being implemented, upgraded and migrated for the Clients to control and optimize the telecom

environment costs with IVP and MACD.

Managed Third party SDP COTS Components (Messaging Broker, CMS, Portal, Content and Charging Gateway, Application

Gateway, NDS) implementation, deployment and integration as per customer requirements and expectations.


Key Result Areas



Independently managed the Transitioning ( Solution, Planning & Execution) of Application Management Support Operation

Services projects and IT Infra structure domain projects (IMS) based on Technology – Middleware ( WebSphere), Midrange-

Unix (AIX, UNIX, Solaris, Linux) or Intel (Windows) , Databases (Oracle / SQL / Sybase / DB2 / My SQL) and Storage (

Netapps, SAN, EMC, Tivoli, etc.) in a Datacenter kind of environment, across a wide range of domains and Technologies and

also for multiple IT Applications and technologies used in Telecom industry and Telecom business processes using IBM

standard Transition & Transformation Services/Methodology ( TTS/TTM) for Design Build & Managed ( DBM) and also from

existing incumbent vendors/service provider to IBM from Onsite Client Location to GDC location partitioned into various

waves/phases.

Telecom Expense Management (TEM) Projects Service Delivery & Operations Management by implementing and leveraging

TEM application (Rivermine) and Rebilling Application to control and optimize telecom costs. IBM TEM solution & services being

delivered to clients across various regions of world in truly IBM Global Delivery Methodology approach by specialized TEM

teams located across various Geographies & Countries in India, China, Malaysia, USA, Australia and Europe.

Accountable for E2E account service delivery and operation management and responsible for leading integrated operations

and managed services of AMS/ADM/IMS , business transformation and IT Infrastructure (DC) operation support services across

multiple technologies, domains/industrial sectors/vertical using COTS products.

Strong End to End Project, Program & Delivery Management expertise. Leading and managing the entire project life cycle

(initiation, planning, executing, controlling and closing) for all size projects, with the complex scope, many dependencies, cross

functional teams located in many GD countries as a shared services , high risk and Integrated deliverables with multiple

projects.


KEY COMPETENCIES & SKILLS MATRIX



End-2-end IT service delivery & operations MANAGEMENT AMS/ADM/IMS

Customer relationship managements (satisfaction, CSAT & ESCALATION)

Service level agreement management (SLAS), Metrics Monitoring & Tracking for day-2-day operation service delivery

End-2-End program & account management of AMS/ADM/IMS managed services operations & maintenance (O&M)

Quality, Resources, Process improvement and compliance management

Presales support during solutioning and RFP response for proposal business development.

Transition management (planning & execution) of managed service operation for AMS/ADM/IMS

Account financial & cost management for P&L Accountability, Utilization, Billability, G.P tracking

Stakeholders, Suppliers/Vendors and business partner and operator

management. Delivery from Multicultural Global Delivery Environment/Geos.Cloud computing (IAAS, PAAS, SAAS) (Bluemix, SOFTLAYER) enabled business transformation services delivery, MIGRATION & upgrades


Noteworthy Highlights & Key Accomplishments



As a account operation delivery head, played a major role in helping IBM in successful & timely completion

of troubled & complex project with dependencies on multiple partner teams on multiple ( Geo & GDC)

locations with the teams gave excellent support and helped to improve the performance of applications and

made it available without serious interruptions without breach of SLAs.

Achieved 86% customer satisfaction score with 100% SLA compliance by ensuring high-

performing & availability of Infrastructure, Applications & network services with > 99.95%

uptime

Ensured to improve the GP Operating Margin by 10% by operating at reduced workforce by 10% and by

monitoring and tracking resources utilizations, nonlabour related expenses.

Implemented 100% automation of biz threshold based alert, achieving reduced IT incident by 80%

leading to cut down on revenue losses & SLA failure penalties

Reduced time of issue resolution as well as number of incidents with continuous operation support process

improvement suggestion.


IT Skills Summary



Technology Experience

Software OOAD/UML, Java/J2EE (JSP/Servlet/EJB) Platform Technology, Design Pattern, MVC/Struts framework, RDBMS (Oracle 8i), Data

Modeling and Design, ORM Tools

Hardware UNIX (HP-UX, AIX, SGI, Sun Solaris), PC (P-4), Linux, Windows NT, 2000 Pro and XP Pro

Tools Visio, Toad, Exceed, Metaphase, e-Matrix, Primavera, M.S Project, Websphere, Weblogic, Telecom COTS products

(Cramer,Granite,Metasolv, Netcool, Billing, Siebel CRM )

Methods Strong understanding of Software Development Methodology (RUP), OOAD/UML, Agile SCRUM, RAD

Domain Experience Software Solutions and Services in the following domain:

Telecom (OSS, BSS , NMS, VAS and SDP System)

Telecom Service Assurance and Service Fulfillment

O2C/L2C- Order Provisioning and Activation, Inventory Management

Service assurance Network Fault & Performance Management.

Billing, Mediation, Order Management, CRM, Self-care Online , SDP

Telecom VAS domain e-Recharge applications ( IN, SMSC, Billing)

Banking Financial Accounting System

Manufacturing and Product Development Process (PLM Systems)

Logistics/Transportation (Container Management System)

E-business/Retail

Retail and Payment (Various POS System)

Management Experience Strong understanding and expertise in Project Life Cycle Management Processes and Framework as per PMI methodology.

Co-ordination, tracking and people management to ensure successful project completion.

Project Planning, Monitoring, Scheduling, Estimation, Coordination and Tracking using project management software tool

Primavera, M.S. Project.

Project performance and progress status reporting in terms of scope, efforts, cost, schedule and quality and team

management

Client Interaction and expectation management

Business Development Pre-sales support and RFP response preparation.

Exploring the further business growth opportunities.

Project Proposal Writing and Architecting Solution

Preparation of approach and methodology for project execution


Employment History



Duration Organization Position

From March, 2011- Till Date IBM India Pvt Ltd Delivery Project Executive

From Nov, 2008-Feb, 2011 FuGenX Technologies Pvt. Ltd. Consultant Delivery

Manager

From July, 2007-Oct, 2008 ISTS InfoTech (P) Ltd Delivery Manager

From Feb, 2006- Till June, 2007 TechMahindra Ltd Program Manager

From 2005- Till 2006 Infogain India (P) Ltd, Noida Program Manager

From 1998- to 2005 Tata Consultancy Services Ltd, Delhi Project Manager, Project

Leader

From 1993- to 1996 I.T Division of Engineers India Limited System Engineer

Overall I.T. experience - 17+ Years


Trainings / Certifications



AOTMP University Certified Silver (68 Credits) Fixed & Mobile Management Professional for TEM Strategic

Operation Service Delivery.

AOTMP University Certified Gold (100 Credits) Fixed & Mobile Management Professional for TEM Strategic

Operation Service Delivery.

Trained on IBM Cloud Enabled Business Transformation and Cloud Solutions

Trained on IBM enabled business transformation

Trained on Cloud-based application development using IBM BlueMix with SoftLayer

Trained on Introduction to DevOps:Overview.

Trained on Cloud enabled API

Trained on IBM CAMSS ( Cloud Analytics Mobile Social Security) services offering and capabilities.

PMP Certification by PMI

Trained on ITIL/ITSM Best Practices for AMS Operation Support

Education

M.S/M.Tech in CAE from Indian Institute of Science, Bangalore ( Karnataka) in 1999

B.Tech from G.B.P.U.A.T, Pantnagar , Nainital ( Uttarakhand) in 1993


Experience Profile(Key Projects)---------------IBM India Pvt Ltd



Project Telecom COTS Product Implementation, Deployment, Customization and Integration of Telecom Expense Management (TEM)

& SDP service delivery of business critical applications.

Telecom Expense Management (TEM) Projects Service Delivery Management by implementing and utilizing TEM

application (Rivermine) and Rebilling Application to control and optimize telecom costs.

Cloud enabled TEM solution and services based on new capabilities IBM BlueMix ( IBM’s next generation cloud

development platform)

Fixed & Mobile Telecom Environment service order fulfilment and management.

Implementation, Customization and System Integration.

SDP ( Messaging Broker, CMS,Portal, Charging Gatway, Application Gateway, NDS)

Customer Airtel Africa Transformation , IBM IGA and Commercial Accounts

Period From March, 2011– Till date

Role Delivery Project Executive/ Portfolio Manager

Solution Environment SDP Components ( Messaging Broker, CMS,Portal, Charging Gatway, Application Gateway, NDS),Web Technology

(Java/J2EE), TEM Solution ( Rivermine & Metis), Cloud, Mobile and IBM BlueMix ( IBM’s next generation cloud development

platform)

Responsibilities TEM Solution

TEM Tool (Rivermine) implementation and deployment in Cloud Environment.

Accurate, up-do-date and real time maintained Inventory development for Invoice Validation Process services using

TEM application for Billing Errors and Discrepancy.

Cost & Services optimization of Telecom Environment.

Effectively managing change of Telecom service moves, adds, changes and disconnects (MACDs) common activities

that can have a major impact on a telecom budget.

IVP Rate Validation in TEM system for accurate and up-to-date rates for various accounts.

Contract to Invoice rate dispute resolution.

TEM application Rivermine version 7.0 upgrade in Soft Layers environment from version 6.0/6.4 for all

accounts/instances across NA, LA, APAC & EMEA. Feature enhancement in TEM tool by DevOps team.

SDP Solution

Business Requirement and Technical SOW Finalization.

Solution Finalization with ARB team.

SDP COTS Products evaluation and Gap Analysis

Scope Change Management for new enhancement in existing functionalities of product.

Customer relationship and escalation management.

Co-ordination with COTS Products Vendor team for successful deployment.

Co-ordination and regular follow-up with infrastructure team for DC and Bandwidth availability.

KPI Dashboard reporting to measure the performance.

Service Level Agreements (SLA/SLN) management.

Project Planning, Estimation and defining operational/execution processes for the project.

Client Interaction and customer expectation management.

Ensuring timeliness and quality of deliverables by leading and motivating project team

Managing schedule, size, effort, cost and quality as per project plan.

Team building, task allocation and ensuring timeliness and quality of deliverables.

Arvind_Jaiswal_Profile

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