Poonam Jayesh Sawant

 

Mobile : + 971-50-4217292                               Email :punamsawant03@gmail.com

 

Seeking challenging assignments to make a significant contribution to Project Management, Software Testing/Quality Management, Product Development/Marketing and Customer Service Design and Delivery with a niche company of global repute – one which views its goals in a broad spectrum and is progressively offering new, vibrant technologies & solutions to its valued customers.

 

Professional Summary

 

·               A goal driven, IT professional with extensive 13+ years of experience working with Tier 1 Mobile Operators, Service Providers & Technology Vendors in fields of Telco Project Management, Agile Products Delivery, Retail and Corporate Banking, Airline and Logistics & IT Service Management with focus on Project Management, Software Testing/Quality Management, Product Development/Marketing and Customer Service Design and Delivery with the state of the art technology where my analytical, managerial, problem solving skills, experience and application knowledge can be put in for the successful execution of projects.

 

·               Manage and successfully deliver large development IT projects and solutions; in compliance with the project standards and processes of the IT department; to meet defined business requirements within agreed timescales and cost. Lead the Project development teams throughout the project development phases from initiation to closure for different types of projects CAPEX; OPEX; Enhancements; Support; etc.

 

·               Attended Demand & Delivery roles, leading large cross-functional teams with onsite-offshore models, Customer Experience, Project Planning, Program Planning, Releasing System Rollouts & Marketing Product Launches, and Stake Holder Management. Implemented and managed delivery of strategic Systems with 3rd Party Service Providers. Implement the Quality Assurance and Internal Assessment functions to ensure compliance to defined processes.

 

·               Experience in Service Management – Implementing the ITIL best practices, performance metrics, review automation and improvement initiatives, customer satisfaction surveys Define and formalise Problem Management Process and Remedy , Drive Process Improvement initiatives .

 

·               Experienced Test Manager with solid reputation for delivering complex Financial & Banking Applications, Management Systems, Web Development, Corporate Training, CRM/ERP Application, Handheld Devices, Barcode Testing and Technology Projects to agreed quality standards, budget and timelines.

 

·               E2E Pre-sales & solutions sourcing experience, RFP activities, Customer Service Design and Delivery, agile product development, installation, integration, UAT user acceptance testing, SIT System integration Testing, CIT, Billing Testing, Black Box Testing, User Interface Testing, Regression Testing, Performance Testing, Load Testing, Functional Testing, End to End Testing, Capacity engineering, Setting up Test Team, Testing Programs and Testing Processes.

 

·               Managing/coordinating teams of up to 30+ multi-lingual members on technical and commercial projects for Clients viz. BT, AT&T, United Airlines, ABNAMRO Bank, Dubai Islamic Bank, Tech Mahindra, ETISALAT, DU, to name a few.

 

 

 

Strengths

 

·               Leadership qualities with people management skills, capable of extracting best results through motivation and continuous support.

·               Highly positive attitude, adaptable to demanding situations.

·               Exposure to Vendor and Channel management.

·               Know how of complete project cycle from Initialization to Post Implementation stages.

 

Notable Achievements

 

·               Appreciated by Du for Business International Plan launch (2013), iPhone product launch (2012) and Other Enterprise and Consumer Time to Market product launches (2013).

·               Appreciated by DU on the successful implementation of Huawei Data Charging System and Converged Charging System Integration with the Existing platform.

·               Appreciated by Client ETISALAT on various product launch and successful launch of Managed Services – Managed WAN Service & Managed Hosting Service (ehosting)

·               Appreciated by Client Dubai Islamic Bank for successful implementation IBM Rational Performance Tool and testing the performance of HPS Credit Card System.

·               Appreciated by the Client ABMAMRO Bank, Germany for outstanding performance for handling TANDA and NetBanking Projects.

·               Appreciated by the Client BT on Market Watch throughout MBT for Outstanding performance, also awarded for the best performer for Data Migration and Nevis Streams Setup box implementation 2005 & 2006.

·               Awarded the Best Performer – Project Leader S&IT for Year 2005.

 

 

Organizational Experience

 

DU (Emirates Integrated Telecommunications Company)

 

July 2013 to March 2014 Project Manager End to End Testing/ Strategic Project –Consumer/ Enterprise Product Launch – (Customer Service Design and Delivery)

 

·               Functional and Technical Consultant for Product Delivery & Customer Operations Management Systems.

·               Manage and successfully deliver large development IT projects and solutions; in compliance with the project standards and processes of the IT department; to meet defined business requirements within agreed timescales and cost. Lead the Project development teams throughout the project development phases from initiation to closure for different types of projects CAPEX; OPEX; Enhancements; Support; etc.

·               Project Management role with a responsibility for planning, execution, management and alignment of the technical aspects of Product Development; Ensuring Implementation and Delivery process of Enterprise and Consumer products across Core, Voice, Data, BSS, ICS, OSS, Middleware, CRM, IN, DWH, BI, Portals & CC domains, VAS Services, Mobile, Data, Managed Service, home services and eService, Marketing promotions, Roaming products, Mobile Number Portability , Digital Services(NFC & Mobile Wallet) and Strategic Projects.

·               Accountable for service conceptualization, requirements management and E2E solution and design review, Responsible to ensure marketing related activities (from initial specifications to building the business case and commercial and technical feasibility studies, to the technical implementation and timely delivery), Subscribers Migration, Transformation, training are completed as per project plan.

·               Manage Lifecycle of solutions and Conduct Business/Impact Analysis of Customer Value Preposition, Product & Experience Specification Document, Product Specification Document, Product Change Idea, Configuration Change Request, Change Request and related Technical assessments in terms of user experience, Billing & Revenue Experience, Customer experience & System Control and also provide feedbacks regarding Sales, End to End Customer Experience and Billing Requirements.

·               Experience in variety of development life cycles, including legacy SDLC waterfall, and RAPID development methodologies like Agile and Packaged Software (Siebel CRM, Oracle OLM, and PPM), Mobile Applications, Business Intelligence (BI) solutions controlling software and user quality assurance testing phases with direct involvement and contribution to the technical QA, functional UAT, FUT and related Defects Management activities.

·               Experience in defining, preparing and implementing Project Charter, Project Plan, WBS, test strategy, test plan, test estimates and test methodologies.

·               Responsible for driving QA/QC activities and standards necessary for ensuring products and policies meet end-user business requirements

·               Evaluate Test Case Quality Analysis, Business Review Meeting, results and impact to product launch, as well as participate and sign off BRM and post deployment testing to ensure all the defects are closed for smooth sales operations’ ensuring the required Customer experience is provided to the customers

·               Attending stakeholder management meetings and Product Marketing Business review meetings, Vendor management, compliance and SLA monitoring.

·               Analyse impacts and dependencies with other projects / initiatives, coordinate with Quality team include any likely future impacts and document the current and desired future state of the business and system impacts analysis for product and service implementation in sales.

·               Develop detailed level impact analysis plan as per defined Customer Experience and quality framework to the problem management team.

·               Conduct internal audits at regular frequency , document the quality assurance activities

·               Evaluate audit findings & implement corrective actions 

·               Review the implementation of Project Management Processes  for efficiency from time to time

·               Support & Coordinate Yearly Portfolio Budget exercise.

·               Experience using advanced Business Process Management (BPMN) technology to reduce time to market, improve quality, ensure regulatory/legal/tax compliance, increase sales, cut costs, and maximize revenue and operational procedures related to process designs

·               Planning Go live activities throughout mature Release & Change Management process and supporting operational post launch issues

·               Responsible for Business Process Management design and documentation,tProgramme Planning, Planning & Delivering training courses and programs built in conjunction with HR training department, along with monitoring, measuring and reporting on staff training and support and development plans and achievements within agreed formats and timescales.

 

April 2012 to June 2013 Specialist Testing (Billing and Collection/Revenue Assurance-Customer Operations).

 

·               Accountable for service conceptualization, requirements management and E2E solution and design review, Responsible to ensure marketing related activities (from initial specifications to building the business case and commercial and technical feasibility studies, to the technical implementation and timely delivery), Subscribers Migration, Transformation, training are completed as per project plan.

·               Manage Lifecycle of solutions and Conduct Business/Impact Analysis of Customer Value Preposition, Product & Experience Specification Document, Product Specification Document, Product Change Idea, Configuration Change Request, Change Request and related Technical assessments in terms of user experience, Billing & Revenue Experience, Customer experience & System Control and also provide feedbacks regarding Sales, End to End Customer Experience and Billing Requirements.

·               Service Management – Implementing the ITIL best practices, performance metrics, review automation and improvement initiatives, customer satisfaction surveys

·               Define and formalise Problem Management Process and Remedy , Drive Process Improvement initiatives

·               Implement the Quality Assurance and Internal Assessment functions to ensure compliance to defined processes.

·               Identify and detect any revenue leakage in Billing /revenue streams from switch to bill, and ensure fix is deployed by the stake holders and loss is recovered to save revenue and to maintain customer experience.

·               Identify the Root Cause Analysis for the detected revenue leakage and work ASAP with all stake holders to recover losses as well as to ensure the problem is permanently fixed to avoid recurrence.

·               Responsible for all Rating & Billing related Managed Services, configurations and change management activities & schedules.

·               Audit Issues Management, Corrective and Preventive Actions and ensure Compliance

·               Conduct Gap Analysis and identify Process Improvement Initiatives across various IT platforms/ functions.

·               Establish Service Level Management across platforms and ensure SLAs are formalized with customers as per customer life cycle process.

·               Ensure that market best practices are applied and followed within IT Operations and to ensuring the tools supporting these processes effectively utilised.

·               Planning & Delivering training courses and programs built in conjunction with HR training department, along with monitoring, measuring and reporting on staff training and development plans and achievements within agreed formats and timescales.

 

Key Accountabilities: Project Management (Cross Functional perspective)

 

·               Project Manager for Customer / Billing Operations in Strategic Projects like Data Charging System (Bill Shock Implementation), Converged Charging System Integration Implementation, ICS and dunning process enhancement CRs.

·               Important role in Enterprise and Consumer Roaming products, IPhone (Smartphone) product launches, Mobile Number Portability implementation and roll out for DU.

·               Leading launch delivery teams of new-to-market Telecom offerings for Fixed, Mobile, Voice and Data Products and Services in Managed Services, Wholesale, Residential, Retail and Enterprise/Consumer Market Segments projects enabling revenues generation.

·               Major roll played in formalizing the Problem Management Process and Remedy and Establish Service Level Management across platforms and ensure SLAs are formalized with customers as per customer life cycle process.

 

Etisalat (Emirates Telecommunication) - Dubai -UAE

 

August 2007 to May 2011 Senior Quality Analyst/Project Lead – Product Development & Service Testing, UAT Testing Dubai, UAE

 

·               Projects worked on Telecom Domain for Wireless/GSM Products, VAS Services, DATA & Internet Products, Managed Service, Managed Hosting and eService.

·               Closely worked with the Product Development and Product Marketing team to understand and analyses the new / existing Product Enhancement and deliverables.

·               Accountable for service conceptualization, Evaluating vendors, products & new technologies, evaluating concept papers, developing business cases, getting management & finance department approvals on business cases, evaluating the business requirements document, developing business models, requirements management and E2E solution and design review, Responsible to ensure marketing related activities ( from initial specifications to building the business case and commercial and technical feasibility studies, Technical QA, functional , UAT, FUT, Performance Testing and related Defects Management activities, to the technical implementation and timely delivery), Subscribers Migration, Transformation.

·               Understanding the businesses, processes & organization of customers and provide solutions & architectural skills with products & services within our portfolio & with outside 3rd party products & services as bespoke solutions

·               Initiating product development cycle process for new products / services including concept papers, Primary Market research and analyzing secondary market research data to check the demand & supply of service & product in the market, to check market readiness, to check market acceptance etc. prior to building a business case, business model and strategies for various products & services

·               Evaluating Request for Information (RFI) Documents, Evaluating Business Requirement Documents (BRD) and Request for Proposal (RFP) Documents.

·               Managing relationships with vendors; acquiring technology updates from vendors and from various technology forums; conducting knowledge share sessions to impart knowledge acquired about new technologies.

·               Evaluating Planning and rolling out datacenter services portfolio to enhance efficiency and revenue realization as well as meeting market penetration objectives

·               Developing the overall Cloud Services market and growing the same while ensuring a sustainable alternative revenue stream thereby curbing de-growth in overall revenues of our company

·               Perform process rediscovery, stake holder engagements, prepare Screen mockups, seek approval from process owners, coordinate with development team for development activities, conduct UAT sessions, Conduct training sessions to internal and external users and GO LIVE activities.

·               Review and analyzes applications effectiveness and efficiency, and develops strategies for improving or leveraging these systems.

·               Worked with stakeholders to continually enhance customer relationships and improve satisfaction with the application and support services.

·               Implement the Quality Assurance and Internal Assessment functions to ensure compliance to defined processes

·               Provide training on various product launches at Etisalat Academy to Retail agents, Sales Manager,

·               Establishes and maintains strong partnerships with end users Identifying beta customers for new products / services.

 

Key Accountabilities: Quality and Testing Specialist (Cross Functional perspective)

 

·               The main challenge with integration of the Managed System Service platform with NMS system for managing the router with the FCAPS under the eTOM standard framework for efficient managing the routers and the line for the customer WAN network which includes the internet access, VPN and IPsec Services and also update on the project status and artefacts where Project Console was implemented to collect the data from different tools and artefacts and update the team regularly as not only dashboard but as repository for project information.

·               Major Role played in Implementation of Managed Service, Managed ehosting Service and Xpressconnect.

·               Conducted multiple trainings at Etisalat Academy on various Products for Sales, CC and other relevant departments.

 

 

Bin Zayed Groups (GTFS)-Dubai UAE.

 

November 2006 to August 2007 Software Quality and Process Implementation Lead

 

·               Implemented the framework using RMC, ensure that all the artefacts are documented as per the CMMI processes. Ensure Alignment of Quality Management System to ISO standards and ITIL.

·               Analyzing and effectively translating the business requirements to assess and craft business process flows and design maps

·               Designing and Modelling business process maps and flows based on interaction with the end users

·               Capturing Business Requirements as part of requirement elicitation process and create Business Requirement Specifications / Functional Specifications.

·               Designing, Reviewing, and Verifying relevant BPM documentation and operational procedures related to process designs.

·               Performing gap analysis and optimizing or reengineering processes in line with the eTOM framework.

·               Create and maintain an update of process logs, and all relevant documentations and project plan.

·               Coordinating the implementation and deployment of BPM recommendations and changes.

·               Team lead responsible for managing a team comprising of process designers and analysts.

·               Providing High Level E2E Process Monitoring process for the all the defined processes.

·               End-to-End process definitions/ guidelines based on ISO Standards

·               Documentation of all required documents like Approval Matrix, Business Policies

·               Application study (identifying the best tool for testing based on the environment and budget) for various in-house project and client like Dubai Islamic Bank, Al Bahara, Barcode LLC etc., Preparing estimation, creating the Request for  Proposal, Interacting with the Client on various level of issues fixation and requirement designing, enhancing the capability rational performance tester to test oracle forms, Test execution planning, design, traversal document verification, master test plan and Execution of performance testing activity, Collecting logs and results, Analysis and Reporting.

·               At one of the leading banks in UAE, managed the implementation and maintenance of IBM Rational Performance Tool, from RPF activites with the Sales Team until the successful implement (including Document Management and captured solutions while I analyzed and reengineered of critical HPS credit card processes.)

 

 

 

 

Techmahindra (Formally called Mahindra British Telecom Ltd.) - Pune.

 

Aug 2004 to May 2006 Senior Technical Associate as Project Leader/Manager SIT Testing

One View SIT (Client: BT/ AT&T)

 

·               Leading the (CC Billing, Data Migration team and Nevis with an team strength of 30+ members)

·               E2E Pre-sales & solutions sourcing experience, RFP activities, agile product development, installation, integration, UAT user acceptance testing, SIT System integration Testing, CIT ,Billing Testing, capacity engineering , Setting up Test Team, Allocation of task, Testing Programs  and Testing Processes.

·               Accountable for service conceptualization, requirements management and E2E solution and design review, Responsible to ensure marketing related activities ( from initial specifications to building the business case and commercial and technical feasibility studies, to the technical implementation and timely delivery), Subscribers Migration, Transformation, training are completed as per project plan.

·               Experience in defining, preparing and implementing Project Charter, Project Plan, WBS, test strategy, test plan, test plan estimates, planning for Release level testing, Data preparation for testing, Integration test readiness and E2E test methodologies. Responsible for driving QA/QC activities and standards necessary for ensuring products and policies meet end-user business requirements and Effectively Defect Management Fault reporting, fixing and follow-up the same through VMS system.

·               Attended Demand & Delivery roles, leading large cross-functional Designer, Developer, Siebel ASG and testing teams with onsite-offshore models, Releasing System Rollouts & Marketing Products Launches.

·               Planning Go live activities throughout mature Release & Change Management process and supporting operational post launch issues, Customer Acceptance Testing and live testing.

·               Documents control in VSS server, Involved in Internal Audit works.

 

 

CMS Computers Ltd., (Clientsite and Offshore Support to ABNAmro Bank, Mumbai & Germany)

 

  December 2002 – July 2004 Senior Software Consultant

 

·               Specialized skills in the UAT and SIT testing of  large scale project including Internet Banking for retail & corporate banking portals, complex integration with core banking, expertise in Branch Banking Applications Time Deposit, TDS, SVS, Imaging & Scanning and Receivable app.

·               Preparing schedules for work, attending and chairing various conference calls, to track project status and management reviews within the project.

·               Act as a central coordination point for various support activities in coordination with the Project Manager,Team Leader.

·               Provide second line support for PRM including handling faults raised by users and carrying out various proactive maintenance activities, to minimize fault levels.

·               Liaison with the User support group and help desk to determine nature of fault, fault resolution, etc.

·               Work  in coordination with developers to solve system bugs.

·               Bringing the entire project offhsore and offsite.

·               Reducing the large number of outstanding faults when the project was initially taken over.

·               Building up a very strong customer support and communication structure.

·               Experience in performing Black box testing, User interface testing, Regression Testing, Performance testing, Load testing and functionality testing.

·               Preparation and execution of Test Cases, Functional Testing using Win Runner.

·               Work in coordination with Technical Support Team for Release Management in Test & Live Environment.

·               Worked on IBM Web-sphere Server for deployment of Files in Client Server 3- Tier Architecture using Java & SQL.

 

 

 

 

Educational Credentials

Pursuing Master in Business & Management (Specialization in Product & Brand Management) – Brookdell University.

Master in Computer Application - Sikkim University-India.

Bachelor in Computer Science

 

Professional Certifications:

·               Completed PMI-PMP  2015.

·               Attended Enterprise/Consumer Mobile (Product and Service) Training - DU.

·               Attended training at Etisalat Academy for PSM (Pricing system configuration and validation and SLM Management).

·               Microsoft Certified Product Specialist training in MicroUniv, A Division of Microland Education Service, Bangalore

·               Certified Diploma in Web Development/ Wap, Zap Infotech, Mumbai.

·               Certified Advance Diploma in Dbase III plus at Kanara Welfare trust, Divekar College of Commerce, Karwar.

·               Certified in Orcale7.3, 8.0 and Developer 2000 at L.C.C., Karwar.

·               Certified in Quality Assurance & Software Testing (Manual & Automated Tools) from ATS technology , Pune

·               Attended training on Test Partner and Load testing at MBT

 

Technical Expertise:

·               Cloud & M2M, SDN & NFV

·               Core Networks 3G, 4G, LTE, Volte, EPC, IMS, CS Core

·               Service Layer RCS, VAS, Voice, Data, Video, OTT, Messaging, Roaming, IPTV

·               Service Creation HP Open View , Huawei & Ericsson SDPs

·               Billing & IN, Ericsson BSCS iX, ICS, CS5, Eserve IN, PGW, BSS/OSS, Huawei Data Charging System and CCS (Converged Charging System).

·               SOA & Middleware TIBCO AMX BW, UAT, SIT Planning & Execution

·               CRM & Customer Care CC, Etisalat CBCM, VSS, Rational Clear case, Sage Accpac CRM, Siebel.

·               OS & Databases, Oracle 10g, MySQL, Solaris 10 Admin

·               Networking, EMS Routers, (i.e., CCNA CISCO IOS Routers, Juniper, Huawei, Fujitsu, Tyco, Alcatel etc.), NMS, PIX FWs L2, L3 Switching VPNs, IP/MPLS, VLAN Switching, VRF.

·               Signaling & Protocols, ARP, DHCP, OSPF, VOIP, IPTV, SIP, LDAP, SIGTRAN.

·               Automation Tools: HPQC Mercury Tool Silk Test, Rational / IBM Performance Tester, Rational / IBM Functional Tester, Rational Manual Tester, Load Runner 8.0, Win runner 7.0, QTP, TMAP Techniques, Test Partner, QA Load Bug Tracking Tool: Rational Clear Quest

 

 

Personal Profile

 

Date of Birth                            : 3rd June 1976.

Sex                                                         : Female.

Passport No                             : F5235211

Visa Status                            : UAE Residential Visa

Current Location                            : Dubai

Language Known                            : English, Hindi, Marathi, Konkani, Kannada.

Note: All previous experience details and reference details can be provided on request.