Nimesh Sheth

Experience

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  Stream Tracmail

  Jul 2002 - Dec 2002

  Senior Support Representative

  • Provide web-based solutions/technical trouble shooting steps for Hewlett Packard products.• Analyze recurring issues, document trouble shooting steps and create knowledge repository.

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  Corsoft Solutions India Limited

  Jan 2003 - May 2004

  Support Services Coordinator (Technical):

  • Taking care of overall administration of Office, Liaise with vendors via conference, meetings, develop relations.• Conduct recruitment, Mentor newly inducted candidates to process and tools.• Resource management, work allocation and overall accountability of performance of the team.• Providing Technical Trouble shooting steps for Palm based email management software through online chat/ phone.• Draft test process and carryout manual testing using Palm emulators/ Smart Phone and Personal Digital Assistants like Kyocera 7135,Treo 180/270/ 300/ 600, Tungsten T, Zire21, Palm VII, Handspring Visor, reporting the bugs to the development team at US, updating them about user requirements.• Updating company website, User guide and manuals with latest features, offers launched.• Taking part in Forums, blogs and discussion boards related to Palm OS and Hand Held messaging device. Show less

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  Orange Business Services

  Jul 2007 - Sept 2012

  • Project management responsibilities of planning, scheduling and reporting.• Handling Escalation, Managing Priority 1 and Priority 2 cases. Warm handover of escalated cases to respective Field service and technical team and make sure cases are updated as per their respective SLA’s.• Liaising and coordinating with various internal entities like Sales, Logistics, Field services, Technical helpdesk for proper case management.• Review and coordinate with various teams on Change Requests.• Gap analysis in process and develop existing process.• Update process by defining and documenting in knowledgebase/ process repository ( Share Point)• SPOC for Quality and Process.• Making reports, Identifying Root cause, suggesting solution and Backlog management.• Leading and reviewing Kaizen, Lean , Six Sigma projects not only within the team, but also across other teams on the floor.• Learning and Development Coach for the team. Show less • Lead and manage a team of 15 agents dedicated, 24/7 for scheduled and planned interventions across three regions( WE, APA and MEA).• Manage First and Second level escalation.• Contribute to the overall availability & reliability of services delivered.• Steer Business continuity plan during crisis and natural disasters.• Chair conferences with internal departments like Order issuing team, Process team, Customer helpdesk, Regional FOIS, Logistics and Sales teams through meetings and conference.• Monitor quality and performance of agents. • Act as a SPOC for project rollouts, Tool rollouts and Process rollouts.• Assist with documentation updates.• Identifying and organizing training for agents.• Perform Incident analysis, root cause analysis and backlog management. Show less

  • Project Co-ordinator

    Jun 2008 - Sept 2012

  • Team Lead

    Jul 2007 - Jun 2008
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  Accenture

  Nov 2012 - Jan 2018

  Project Management Officer

  • Manage Automation, Digitization & Paperless initiative for a Global FMCG using Microsoft SharePoint platform. • Coordinate with brand teams, marketing teams, Sharepoint administration team and assist digital asset management, web content management. • Meet regulatory compliance requirements, collaborate with greater productivity and improve customer service.• Work with development staff to describe the scope of the project, outline work plan and to assign duties and responsibilities. • Prepare project schedules and reports for management and clients. Deliver strategic business insights and aid in decision-making to maximize adoption of share point sites.• Facilitate issue escalation and resolution with stakeholders. Proactively communicate to business owners/ client Managers of any expected Outage/ downtime Show less

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  Anblicks

  Feb 2018 - Sept 2020

  Project Manager

  Deputed as Onsite Project Manager at India First Life Insurance Company Limited (HO) Mumbai.(IFL)Key Projects and activities handled at IFL: •Stabilizing transition of IFL Website development and support activities from existing vendor to Anblicks.•Handling Internal IT Development project in IFL for various applications like Rapid, E-Term, Expense Management Tool, Chat Bot, Policy Tracking Systems, CSC Portal etcDeputed as Onsite Project Manager at Aditya Birla Sun Life ,Mumbai ( ABSLI) from Feb 2018 to May 2019. Key Projects and activities handled at ABSLI•Stabilizing transition of ABSLI Online Insurance Website development and support activities from existing vendor to Anblicks. •Manage all Online Insurance product related developments and production support.As an Onsite Project Manager, my role demanded me to drive end to end IT development projects which required•Participating and facilitating requirement gathering sessions with various Insurance Departments viz Marketing, Info Sec, Under-writing team, Business support group, Analytics team for all new developments. Drive finalization and sign off on FSD’s / BRD’s from the concerned stake holders and hand over to development team.•Get Involved in effort estimation, project timelines, project prioritization and preparation of delivery plan.•Constant interactions between Business stake holders, Vendors and testing teams during the UAT phase and arrange for UAT sign offs.•Plan production movements. Make sure deployments are happening as per the checklist and ensure integration is maintained among all the peripheral systems.•Work closely with Key stake holders in the Insurance team and identify gaps in the existing process and implement process enhancements which can shorten the overall delivery time of Policy issuance and there by influence on the overall sales.•Manage day to day production support activities which includes Incident management, Problem management and Change management. Show less

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  M&G Global Services Private Limited

  Oct 2020 - now

  Deputy Manager- Project Management