Arvind PandeyMasters in Computer Application

Mobile: +91-9900541521 ~ E-mail: sanarvi@gmail.com ~ LinkedIn Profile

Operations Management/ People Management / Program ManagementManaging growth and expansion for reputed organizations with over 13 years of experience.

Over 6 years in Program Management/Operations Management/Delivery Management

CAREER CONSPECTUSMid-Senior professional with year after year success in managing complex Programs and Service Delivery; while driving business growth objectives of organization in rapid change environments. Proficient in strategic planning and mapping the business requirements to processes with proven strategic & tactical expertise and taking on Program and People management responsibilities for variety of Services - Expertise in NPI (New Product/Service Introduction)

Managed complex programs within Cisco’s Advanced Services for NOS, Managed Services - NCCM/CMCS and Unified Communications in Cisco IT. Expertise in managing product/solution strategies, Go to Market plans, building & enlarging competency. Adeptness in Service readiness planning, Program management, competitive analysis and value propositions.

Business Processes

SLA, OLA, CSF and KPIs

Competitive Analysis

Product Feature Roadmap Prioritization

Go-To-Market Strategy

Vendor Management

Customer Engagement

Services Software Development Methodology (SSDM 2.0).

Collaboration & Automation

Operations Management

PRD/SFS Reviews

Cisco Product Dev Methodology

High Availability, Application Monitoring

ITSCM Processes and Functions

Reporting and Escalation

Program Management, Problem Management, Continual Service Improvement Planning & Execution

Certifications: ITILv3 Expert, CSM (Certified Scrum Master) from Scrum Alliance, Project Management (Prince 2), CCNA

PROFICIENCY FORTE Developed Operations Support roadmaps & Processes collaborating with Portfolio Management, Product Management,

Product development & other cross-functional teams to ensure continuity and support for product offerings. People and Process Management – Induced new operations team, Identify Business requirements, propose delivery

Model and successful transition execution Performed in-depth product and competitive analyses to enable Operations team for effective Product Support Execute GTM plans for global customers across all verticals. Responsible to manage all service readiness initiatives and

develop comprehensive business cases with revenue/cost projections Report and track metrics to convey and solve business issues, communicate risks & opportunities and address gaps. Perform Market Analysis & Sizing & produced unique Value Propositions. Utilized Primary & Secondary Data Sources

Primary data collection – Observation, Focus Groups & Surveys. Research Instruments – Questionnaires & Qualitative measures

Ability to identify, develop & disseminate deep understanding of Products/Services, market trends, usage behaviour to support and operate in cost effective way.

EDIFICATION Masters In Computer Application Dec’ 2002

CSM (Certified Scrum Master) Project Management Program (Prince2) CCNA, Cisco Security Ninja White Belt ITILv3 Expert Certification

CAREER CONTOUROperations Management Experience:Manager Operations Cisco Systems - Advanced Services Feb ’15 Onwards

To drive Operations and Delivery management for Cisco Advanced Services NOS Program and tools applicable across the entire services portfolio (Enterprise Advanced Services and Service Provider Advanced Services).

Owned new operations team setup for US Accounts Support (Strategic Planning, staff induction, training, and performance reviews)

Defined Critical Success Factor (CSF) and Key Performance Indicators (KPI) to meet SLAs and Process governance SOW Management, Vendor Management with ability to manage multiple assignments simultaneously Delegating tasks and responsibilities to appropriate personnel. Monitoring staff to ensure the prompt resolution to all client

queries. Work closely with business and Executive Management on vision and business issues. Consensus management and team meetings with engineering and adopting business services for each commit milestone,

as defined within governance process.

Program Management Cisco Systems – Cloud and Managed Services Jul’11 – Dec15’ Manage Service Readiness Team for Go to Market plan for Network Configuration and Compliance Management aka

CMCS. Strategic planning for Operations including Request Fulfilment, Hardware/Software Shipment, Account Activation, Day 2

Support and Life Cycle Management (Automated Upgrades) Review, Recommend and Prioritize implementation of solutions that meet customer requirements Perform Architecture Review; provide technical assistance to Product and Program teams to ensure business continuity Partake in CAB meetings, including any preparation and coordination relating to their group. Implemented different deployment models based on Customer Segments such as Cloud based, Hybrid, On Premise

and Hosted deployments. This also involved streamlining Change and Release Processes including Communication plans

Lead adoption for Automated Tools, Monitoring and Reporting through Dashboards, Business Escalation Dashboards to bring in transparency and effective decision making.

Setups functions and have Quarterly Reviews of Capacity, Architecture, Software/Hardware, Data centre Availability, Network Availability and monitor the resources usage for Capacity Planning, analysis and Procurement of Hardware/Software.

Recognized in quarterly All Hands and Awarded for Individual Excellence, Most Valued Employee, Innovation, High Availability setup, Serviceability, Project Falcon for delivering significant Process and Service Improvements.

Development Lead Cisco Systems – Network Assessment Jun’10 – Jul’11……………………………………………………………………………………………………………………………………………………..Development Lead. Responsible for developing Cisco Network Assessment tool while taking care of following: Develop SFS and lead team in Concept Commit, Execute Commit and PDRR calls Work closely with Subject matter Experts, Product Management and Project management teams to ensure timely delivery of

adopted solution Ensure Quality code reviews are documented and tracked in EDCS. Prioritize defects and serviceability features in Product Roadmap Developed a light weight command collection and execution tool for Network Devices, which collected command

outputs and transformed it into CNA readable format. It helped Developers and SMEs to simulate test beds and more accuracy in solution.

Contributed in developing automated solution for Catalyst switches to Nexus Migration

Awarded Individual and Team level awards through Individual Excellence for delivering successful releases (Orient Express Releases- OE3.0 – OE5.0)

IT Engineer Cisco - IT Nov’06 – Jun’10

As an IT Engineer, I worked on Unified Communications & IP Telephony and contributed towards: Automation of Device Provisioning, User mapping, Cisco Unity and Cisco Unified Call Manager Platforms. Develop Cisco WebEx integration with IP Telephony for unified Presence Develop a module for Cisco Virtual Office solution Develop Application Portfolio tool for managing Applications and related details (Owner, Priority, Upstream,

Downstream Dependency, Business Owners, Approvals, Changes)

Create prototypes of User Interfaces to be demoed for Customers Handle P1 issues and Provide Global Support for all IT infrastructure related issues Assisting Product Managers during Road shows in India, presenting product/technology updates and participated in client

meetings. Assistance on RFP/RFI responses constantly.

1. Awarded for designing Most Intuitive User Interface – Call Manager, Host Management on two occasions by Direct Customer.

2. Awarded for Individual Excellence for Developing WebEx and Presence Integration, only team member from India

3. Idea on CVO with Wifi Dongle selected for Patent Registration

Development / Engineering Experience:IT Engineer Cisco Systems - IT Nov’ 2006 –Jun’ 2010Sr. Software Engineer Lucent Technologies Jul’ 2005 –Nov’ 2006Software Engineer Mascon Global Limited Feb’ 2005 –Jul’ 2005Software Engineer Bhrigus India Sep’ 2004 –Feb’ 2005Software Engineer INFOMERICS Jan’ 2003 -Aug’ 2004TECHNICAL AWARENESS

Tools/Technology/Domain/OS DetailsSpeech/Voice Technology IVR, VXML, Grammars, Avaya IR, Nuance Speech Recognition Engines, Speechify,

TellMe Studio, GRXML

Programming Languages/Scripts Java, Perl, HTML, Java Script, Dojo, JSON

OS Windows, Linux

Databases Oracle, MySQL, Sybase

Network Management Cisco Network Collector, CSPC, NOS Programs, NCCM, CMSP

Network Monitoring Tools Nagios, Hyperic

INTERESTS Reading & Writing – Creative, Contemporary, Human Behaviour, Psychology, War Philanthropy - Personally associated with Asha Jeevan (Old Age Home), Akshay Patra ( for children)

REFERENCES Can be provided on request

US Business Visa: (Multiple Entry) Valid till 2016