Manav Rakheja

Offering 12 years’ rich experience with impressive success in project / program delivery and
consistently improving customer & stakeholder satisfaction
Targeting senior level assignments in Program Management; Location Preference: Delhi NCR

manavrakheja@gmail.com
+91-9582158881

Core Competencies Profile Summary

Project / Program Management Delivered multiple projects of value up-to Rs.200 Crores for leading clients such
as National Informatics Center, NICSI, CISCO, Aircel, Jharkhand University,
Remote Infrastructure Aircel, AON Hewitt etc.
Management Excellence in managing multiple stakeholders throughout the project lifecycle
while managing priorities (time, budget/cost and resources) to attain delivery
Stakeholder Management excellence & optimize cost
Skilled in maintaining all delivery relationships and acting as the single point of
Vendors & Sub-contractor Mgmt. contact for escalations, time, cost, quality and SLAs
Strong exposure in growing business footprint by obtaining sign-off and closing
Budgeting, Project Costing deals, to the tune of Rs. 100+ Crores from leading accounts
Rich experience in heading all aspects of vendor engagement function including
Disaster Recovery contract execution, vendor performance review and risk control
Trusted technology leader, with thorough experience in adapting technology
Change Management expertise to business vision
Possess strong customer orientation and exceptional planning, analytical,
interpersonal, problem solving & client engagement skills Fast learner with a
strong customer orientation along with exceptional planning, analytical,
interpersonal, problem solving & client engagement skills .

Career timeline
 Work Experience

Zimbra Technology India Private Limited (Subsidiary of Synacor Inc.) Jan2019-Present

Role: Senior Program Manager

Key Deliverables:
 Direct accountability and responsibility for the assigned portfolio of clients, programs, and
projects
 Developing and enhancing the business relationship with the client(s) to grow the total PS
business relationship
 Managing the relationships with client, partner, and internal stakeholders to ensure their
satisfaction throughout the project
 Proactively working with Sales & PS Management to identify, develop, and close new business
opportunities
 Provide oversight of any assigned Project Manager(s) and Project Team(s) who may be working
on a project within your portfolio
 Working closely with the internal Sales, PS, & cross-functional Management Team to review,
analyze, understand, and define the high level Project Requirements: Objectives, Scope, Schedule
Milestones, Price/Costs, etc.
 Representing Synacor and conducting business at all times with a high level of Professionalism,
Competencies, and Ethics
 Working closely with the client, partner, and internal Synacor Project Teams to ensure we:
 Gather, analyze, & document all the detailed solutions requirements
 Refine/define a detailed scope of work for all project deliverables
 Develop a detailed project plan to produce all the required deliverables
 Manage, monitor, and communicate progress against plan on a regular basis
 Manage and coordinate joint activities when applicable
 Manage changes, issues, and risks associated with the project
 Manage the acceptance of all formal project deliverables
 Close the project on completion of all project deliverables
 Leading and Managing the internal Synacor project team to execute the project according to plan
 Accurately Forecasting, Planning, Reporting, and Managing staff-utilization on the project to
ensure accurate and timely Project Revenue/Cost Accounting.
 Proactively managing and resolving issues to minimize crisis and escalations, and proactively
informing and engaging Senior Management in advance when they can’t be avoided
 Providing leadership, guidance, and assistance to project team members as required, including
any Project Manager(s)
 Promoting and enforcing compliance with all internal Project Management Methodology, Policies,
& Procedures
 Providing constructive feedback and suggestions on internal Process improvements
 Leading and Managing Process Improvement Projects as needed
 And anything else that you or Sr. PS Management may deem reasonably required to ensure
project success
Wipro Ltd, Gurugram January 2014 to January 2019

Role: Project Manager Key Achievements

 Best project Manager
Key Deliverables:
2017
 Best Project Manager
Delivery/Customer satisfaction
2016
 Manage end to end project Health and performance
 Received Excellent
 Customer satisfaction score to be maintained above 6.1 on scale of 7.
Contribution for FY’17-
 More than 70% of customers to be promoters for Organization
Financials
18
 Ensure Billing and collection as per defined Milestones of the project, and assist achieving SI
 Received Excellent
divisional targets contribution for FY’16-
 Zero LD due to SI execution issues 17
 Ensure complete billing/transfer/collection of project revenue, and no tails left behind.  Received Excellent
 Track and close PDD cases due to any project activity linkages. Contribution for FY’15-
 To ensure vendor contracts are in place for all vendors involved - product or service. 16
 To ensure right and timely document submission from vendor.  Received Excellent
 To ensure min monthly expense provisioning as per work carried out by vendor or billing done to contribution for FY’14-
customer. 15
 To ensure zero free supply.
 To ensure zero Ld. / Penalty.
 To ensure regular review of all project expenses by self and team, and do necessary optimization.
Project Planning, Execution and Management
 Project planning, SDD and customer project kick-off to be completed - 2 weeks from PO for
med/small projects for team below, and 4 weeks for large projects under self
 To ensure integrated project plan and TDD across practices and vendors
 Project dashboard should be up to date as per customer norms
 PER to be released min twice a month or as per customer norms
 To ensure that all issues follow the escalation matrix, and to ensure no issue is left unclosed
 To conduct minimum monthly project/team/ vendor reviews or as per project requirement.
 Ensure not more than one risk per project comes as a surprise or goes out of control
 To ensure that all projects under self or team are technically and commercially closed, with
adequate relevant signoff from customer, vendors and internal handover teams
Operational
 Monitor & track Project timelines with necessary activity sequencing/crashing
 Usage of necessary tools/tracker for effective tracking of project milestones
 Ensure PER / Project Dashboard is published every fortnight to all stakeholders
 Project flash for major achievement & Alert for major risk indicators - Need based
 Report, address & escalate issues as applicable
 Issue addressed and win-win closure
 Technical understanding of the project and ability to lead discussions
 Identifying gaps & facilitating resolution of technical issues
 Ability to interact with practice/tech teams and integrate multiple practices
 Ensure Project execution documentation as defined in ISO like MOM, PPR, PER
 Ensure Project related documentation for customer submission is clean. Ensure internal and
external review, approval and closure
 Ensuring interim/site wise signoffs from customer
 Define Quality Requirements for Project as per RFP / Contract
People
 Ensure Deployment of right mix and quantity of resources for the project
 Utilization of Resources with 100% occupancy of which 85-90% to be billed towards project
 Self-Occupancy for adequate no. of projects as guided by RMSI/PMO
 2 weeks of training for self and team & certification as outlined by practices
 Ensuring reasonable amount of self-development on relevant areas of technology and project
management
 Core Attrition to be <= 12% with a min turnaround of 25%
Wipro Ltd. Gurugram June-2012 to Dec-2013

Role: Technical Resource Manager

Key Achievements
Key Deliverables:

 Planning, Monitoring, Developing and accessing complete North with respect to Daily Incidents  0 Attrition during the
and Service request for multiple clients. tenure of Technical
 Continuous service improvement in Incident management and MIMP. Resource Manager
 Monitor & Mentor team for all incidents to be allocated and addressed timely  Best People Manager
 Incident Monitoring and escalation to next level if same is not addressed within defined Regional
thresholds.  Best Team with
 Compliance & Ownership on all Major incident management process along with RCA, maximum utilization
communication to respective stake holders. and Productivity.
 New Join training/induction in terms of Service Desk Guidelines/Call Handling process.
 Handle the Second level of escalations from the internal & external customer effectively.
 Shift roaster planning and deputation.
 Handling first level escalation. Getting into day today escalations from Service Desk Manager.
 Managing 100 % closure w.r.t incident and SR end to end
 Ensuring Minimum escalations and 100% closure
 Transaction Survey (C-Sat) Index to be as per norm. Corrective action for 100% poor and
dissatisfied customers within 1 day from the survey date
 SBD closure to be at 65% of overall incidents
 Resolution SLA to be at 90% as committed to customers, data only from CRM
 Complete Process Adherence in regard to Changes in CRM, Zero NC , weekly and Monthly reviews
,Service delivery adherence
 Setting and Managing Productivity and Utilization for Complete Resource Pool of 60 Resources
 Capacity Planning for Complete Pool
 Technical Skill Planning and Nice Skilling with up gradation Plan.
 Customer Escalation handling.
 Talent Pool and bench Manage according to Multiple Customer Skill and resource availability
 Field and project roster Planning and Managing fortnightly basis.

Experience Details from 2007 - 2019

Experience Details
Organization Role Duration Years
Zimbra Technology Pvt.
Sr. Program Manager 14-Jan-2019 - Present Present
Ltd.
Project Manager 4-Jan-2014 - 11-Jan 2019 5 Years
Technical Resource Manager 26-July-2012 - 4-Jan-2014 1.5 Years
Wipro Ltd .
Sr. Customer Service Engineer 4th Oct 2010 – 25th July -2012 1.9 Years
Customer Support Engineer 19th Nov 2009 -3rd Oct 2010 11 Months
24 InfoTech Customer Support Engineer 1st July 2008-19th Nov 2009 1.4 years
Infinity Business Solution Software tester 1 Aug 2007 – 31st May 2008 9 months
Critical Assignments/Projects Handled
Project Client Period Description Role Contribution
Mail messaging NIC Apr’17 Open source email solution for Project 1. Creating Kick off presentations,
for NIC to Jan Government of India and a part Manager Project Plans & Management
2019 of government’s e-Governance Dashboards
& Digital India initiative which 2. Tracking and Monitoring of the
includes all the critical users project w.r.t Financials, Risks,
including Prime minister’s office, Mitigation, RFP Compliances
Finance, Research organizations, 3. Formulate Revenue & COD
PSUs & top bureaucrats. It is the projections
Largest ever migration from 4. Prepared easy to understand
Legacy to Open source for any Technical flow diagrams of
GOI project. Complex complex Design documents for
integration involving 11 customer
technologies Highly complex 5. Overall all stakeholders
solution for 2 million users and management
scalable up to 5 million users.
Wi-Fi NICSI Jan Laying New LAN facilities for a Project 1. Highlight critical risks and
Implementation 2017 unified Wi-Fi across each Manager formulate mitigation plans
for Ranchi institute campus location & 2. Active tracking and reporting of
University implementing Wi-Fi at the Project progress & Status to top
university management
3. Highlight financial impacts in
terms of Cost of Delivery including
Penalty Projections
4. Overall project Management .
NIC/NICSI NIC Nov’16 Installation and configuration of Project 1. Project Initiation, Planning,
Storage to Multiple Storage for Approx. 8 PB Manager Execution, Monitoring & Control
Implementation Mar’17 at multiple NIC locations 2. Periodic review with Customer
and Migration & Organization Senior
Management & maintain high
CSAT
BBNL Geo BBNL March To develop GIS based OFC Project 1. Project Initiation, Planning,
Location 2017 network platform to provide Manager Execution, Monitoring & Control
installation and GIS support for mapping all the 2. Periodic review with Customer
management proposed OFC network from & Organization Senior
block level to Gram Panchayats Management & maintain high
CSAT
3. Responsible for overall
effectiveness & efficiency of
Service Delivery
4. Generate revenue through
obtaining required sign-offs from
Customer
CISCO-Bharti CISCO April Installation ,commissioning, Project 1.Project Initiation, Planning,
Packet Core 2016 configuration and testing Manager Execution, Monitoring & Control
Implementation services for Bharti Packet Core 2. Periodic review with Customer
installation & Organization Senior
Management & maintain high
CSAT
3. Responsible for overall
effectiveness & efficiency of
Service Delivery
4. Generate revenue through
obtaining required sign-offs from
Customer
Other Major Projects Handled
 MTS PIM SIEM Implementation
 MTS overall router deployment and Migration
 Aircel Infra migration (Physical to virtual)
 Aon Hewitt Complete Migration (Storage and Infra).
 NIC Mail Messaging upgrade.
 John Keels BPO NetApp Installation

Certifications

Academic Details
PARTICULARS PERCENTAGE YEAR SCHOOL/COLLEGE BOARD/UNIVERSITY
B.Tech(ECE) 65 2007 Sri Sukhmani Institute of Punjab technical
Engineering and Technology University
12th 66 2003 Manav Sthali School CBSE
10th 73 2001 Manav Sthali School CBSE

IT Skills & Certifications

 ITIL V 3 certified
 Solaris certified.
 NetApp Storage Specialist Certified.
 Internal Project Management Certifications for Project Lead and Project Manager.
 MS Project, MS Office Skills
 Project Management Skills
 Excellent decision-making, Interpersonal and Problem solving Skills.
 Strong Technical & analytical decision making abilities
 Adaptable to new concepts and responsibilities
Personal Details I enjoy a dynamic work
Date of Birth: 19th Dec 1984 environment and get along well
Languages Known: English, Hindi, Punjabi, German with co-workers. I am focused,
Address: A-93 Sector 52 Noida 201301 disciplined, and assertive and have
Passport Number: R1403341 (Valid up to: 26-June-2027) a strong work ethic.

With my skills and Knowledge, I

am sure I would make a positive
addition to your Organisation.