Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Elizabeth Mathew

Summary

Experienced project and service delivery manager with expertise in program management, system integration, and digital transformation.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Senior Service Delivery Manager /PM

NCS
10.2013 - Current
  • Manage the 5 years Managed Services project comprising of Operations Team, Software Engineering Team, AOP Projects
  • Project value is more than $20 million.
  • Project Responsibilities:
  • Worked with Presales Team in crafting the SOWs for Project Sprint.
  • Implemented the Dash Ticketing System using ServiceNow CSM module to address issues within the DASH ecosystem to serve customers using DASH for remittance and to subscribe to product offerings. Interactive dashboards were created to track the productivity of teams across 8 departments involved in resolving problem tickets.
  • Liaise with Remittance Partners like Tranglo, Thunes, Linkaja and Mobile Wallet service Provider (Telepin) to address operational issues and incidents.
  • Conduct weekly and monthly governance meetings with key stakeholders.
  • Attend CAB meetings and ensure deployments are completed on the committed dates and to maintain the CR deployment rate above 95%.
  • Cut project costs by 30% by successful offshoring to Pune.
  • Manage the project budget, accruals and maintain the profitability above 22%.
  • Work closely with the agile SWE squads. Scrum master and product owner to consistently maintain the Sprint velocity by removing impediments and facilitating management support for key decision making and risks foreseen.
  • Implemented roster support for OPS Team to work cohesively with the agile squad teams, vendors and DEVOPS ML Support Team.
  • Build a well-rounded operations team to address VAPT findings, audit and regulatory issues.
  • Support AOP project teams implementing the AWS Landing Zone for onboarding of merchant partners and cyber tools.
  • Incident Management and updates to management followed by detailed RCA.
  • Incorporate catch-up plans and improvement plans are key strengths combined with technical knowledge & experience.
  • Support annual VAPT
  • Project Performance Recognition
  • Singtel Spot Award for DTM Implementation
  • NCS Telco+ DNA award (Agility)

Integration Manager and UAT Lead

Singtel
04.2019 - 09.2022
  • Project ECOM is a Singtel transformation project to uplift the order management system to integrate with Kenan-FX 5.0 for enterprise customers under Program Sprint R2.
  • Deliver interface contracts; co-ordinate delivery of API’s exposed on Enterprise Integration layer, batch interfaces; co-ordinate delivery & support testing activities
  • Conduct stand-up meetings, sprint planning and review sessions
  • Support UAT Phases with business users for deliverables and prepare management reports on defect statistics.
  • BRT Testing and address issues with Business Users
  • Ctrl-M Jobs review and operations support
  • Stakeholder management and improvement plans
  • Project has been cutover to Production successfully.

PM /Transition Manager

Accenture
08.2018 - 03.2019
  • Project Harmony Transition Management for 120 applications from Accenture support team to NCS Support Team
  • Globe-Singtel Alignment on Migration Activities- Discussion with Globe on migration of accounts to another billing platform.
  • Netflix solution for Globe Telecom to integrate with Open Platform API of Singtel (July 2017- Dec 2017)
  • Prepare the proposal and lead the team to develop restful web services for integration with Open Platform and Legacy Systems, manage service delivery and development life cycle.
  • Integrate ICCBS with Globe Razor Platform and Singtel Open Platform Services for content provisioning.
  • Singtel Spring R2 – Vendor SPOC for R2 Testing(Oct – Nov 2017) – Involved in the co-ordination of testing activities for R2 under BSS domain and oversee and liaise with Chengdu ODC.
  • Project Spring -L1/L2/L3 support and Co-ordination Lead and SPOC for Singtel BCC-ESM R1 Team for 21 applications (under NCS) to interface with Amdocs billing system (Oct Y2015-April Y2017).
  • Attend the daily triage meetings, report the defect resolutions on a daily basis, manage reported issues with interfacing systems and provide ETC for change requests/defects. Also manage the data creation activities with ODC(Chengdu Team) for testing activities in SIT and UAT. Drive the implementation and delivery with the multiple development teams.

PM / Development Manager/Team Leader

Globe Telecom
07.1996 - 09.2013
  • Involved in the discovery, planning, development and implementation for Customer Care and Billing System for Singtel regional associate Globe Telecom, Philippines for mobile, fixed line & enterprise data services.
  • Porting of Batch Programs from HP PA_RISC to Itanium machine (Y2012) and Sybase 15.
  • Applications supporting mobile, CRM and Credit Management underwent a tech refresh and the database was upgraded to Sybase 15 from Sybase 12.
  • Development and Implementation of Recruitment module in Sales Channel Portal (Y2011).
  • The new module was added to keep track of sales agent recruitment process and to track Productivity of deployed agents. Interface of Sales Channel Portal to Equipment Management and Workforce Management System had enabled to boost sales of Wimax and DSL Express Connect.
  • Revamp of mobile billing system to split accounts across 4 databases. This was done to improve the scalability and to improve the bill-run performance and duration (Y2010).
  • Development and Implementation of Workforce Management System (WFM) portal to automate the processes for Globe Telecom engineers, dispatchers and company engaged contractors responsible for the installation of fixed line and broadband services on the subscriber’s site (Y2009).
  • Development and Implementation of Sales Channel Portal to support network facility reservation and presales for fixed line and broadband services. The system created a workflow between agents and network resource management personnel to maximise utilisation of network resources and increase number of subscribers (Y2008).
  • Enhancements for Job and Activity Management and Product Services Registry for Data Services (Y2007).It bundled products and components to a package for subscribers. After successful order creation, it created job components for installation of services at customer site.
  • Debt Management System to track non-payment and improve collections (Y2006).Credit Management functionality was revamped to check both billed and unbilled traffic and bill charges to minimize fraud. Subscribers were tracked for non-payment and disconnected or call redirected. It also interfaced with the mediation devices for switch related actions.
  • Data Services Billing System for landline, I2, Centrex and broadband services for Globe Telecom (2004-2005).
  • Remedial Management System for historic customers for mobile and fixed line services (Y2003).
  • Development of an application framework in J2EE for CCB/ICCBS and ICS along with BEA(Y2001- 2002).
  • Customer Care and Billing System developed in PowerBuilder for DSTCOM, Brunei (Y1998-Y2000) and maintenance support.

System Analyst

Mutiara Telecom Malaysia
01.1997 - 01.1998
  • Preparation and support for SAT and UAT.
  • The customer care and billing system project integrates a variety of telecom operational support functions from point-of-sales through billing to collection, comprising of various modules viz. customer service and order handling, number control, products and services, Bill production, Receipting, follow-up, Traffic, auto-Roaming, Inter-Operator settlement, security etc. I was involved in the planning, requirements gathering, development and testing of core functionalities.

Senior Software Engineer

Birla Consultancy & Software Services
11.1994 - 06.1996
  • Development of Electronic Point of Sales for Walt Disney Corp. UK
  • This was implemented using SYBASE, C, shell scripts and Power-builder. It included collection of data sent across from the distributor’s site to Walt Disney and reconciliation at the end of the month. Also enhance the performance of the system using RAPID SQL and DB-Artisan.
  • Development of Insurance Application system for Abbey Life, UK
  • The system was implemented using SYBASE, C and Power Builder. The task included collection of insurance data details captured from a salesperson’s laptop to the main system.
  • Seconded to Singtel. Jun ’95 – Jun ’96
  • Application Development for Singtel Customer Care and Billing to support Mutiara Telecom.
  • Inchcape Systems, Republic of India. April ’94 to Oct ’94
  • Development and quality control for Europc, a cash processing system for Citicorp Overseas Software Limited. This system was implemented to cater to requirements at Poland and Hungary
  • New collection products were introduced which were check or deposit based. Some key features included dispatch for check based products and Auto-liquidation.

Software Engineer

Gulf Computers Pvt. LTD
09.1992 - 01.1994
  • Development of Workshop Maintenance System.
  • The scope of the system was to capture job-card details of each vehicle serviced and to print the invoice for the closed jobs.
  • Development of Office Automation system which was implemented using ‘C’. Key features include Desk accessories (planner, notepad, etc.),Word processor and Electronic Mail.

Education

Bachelor of Engineering - Computer Science

Skills

  • Program Management, Project Management (Agile & Waterfall), Sprint Planning & Review, Transition Management, Business & IT Planning, System Requirement Analysis, E-Commerce, Digital Transformation, System Design, Vendor Management, Stakeholder Management, Testing/QA/Rollout/Support, Service Delivery Management, System Migrations/Integrations, Change Request Management, Operations Management, Resource Management, Project Governance, Project P&L, Multilevel Collaboration, Incident Handling & Problem Management, ServiceNow Implementation

Certification

PMP, ITIL4, PSM I, and IC Agile Certified Professional (ICP)

Timeline

Integration Manager and UAT Lead

Singtel
04.2019 - 09.2022

PM /Transition Manager

Accenture
08.2018 - 03.2019

Senior Service Delivery Manager /PM

NCS
10.2013 - Current

System Analyst

Mutiara Telecom Malaysia
01.1997 - 01.1998

PM / Development Manager/Team Leader

Globe Telecom
07.1996 - 09.2013

Senior Software Engineer

Birla Consultancy & Software Services
11.1994 - 06.1996

Software Engineer

Gulf Computers Pvt. LTD
09.1992 - 01.1994

Bachelor of Engineering - Computer Science

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Elizabeth Mathew