Quality and Project Management Professional with 17 years of experience in all aspects of Quality and project Management to the product-based, service-based, Financial Services & investment Banking Sectors

1. Mahesh Jonnalagadda
E-Mail: mahesh_jonnala@yahoo.com Phone: +91-9491073353
A result-oriented professional targeting assignments in Team Management/ IT Project Management/ Quality Management /
Service Delivery Operations
Versatile with the merit of executing prestigious Information Technology projects within strict time schedules
Industry Preference: Any Industry
Location Preference: Any (Preferrably Onsite)
CORE COMPETENCIES
Software Quality Management
Project Management
IT Resource Management
24/7 Production Support
TeamBuilding Leadership
Process Enhancement
ITIL Operations/ Audits Management
Client Relationship Management
Incident and Problem Management
ACADEMIC DETAILS
 Master of Business Administration
from Indira Gandhi National Open
University in 2009
 Post Graduate Diploma in Computer
Applications (PGDCA) from ESCI-CMC
in 1998
 Bachelor of Sciences from Osmania
University in 1993
CERTIFICATIONS
 PMP-Trained
 ITIL V3 Foundation Certified
 ISO 20K Lead Auditor
 Lean Facilitator Certified by Wipro
 Significant Contribution to ISO 20K
by Wipro
 Certificate of Excellence for
contribution to best Customer
Experience & NPS
 CSQA
PERSONAL DETAILS
Date of Birth: 9th May 1973
Languages Known: Telugu, Hindi, English
Passport Details: F9650615
Valid Visa: Not Available
Address: Plot # 79, H.No: 1-5-640/2/1,
Srinagar Colony, Old Alwal, Secunderabad
- 500010
Driving License: Indian Driving Licence
Number of Dependents: 3
Marital Status: Married
Nationality: Indian
SUMMARY
 Expertise in spearheading activities pertaining to service management,
internal audit, escalation management and Business Continuity (BCP)
 Rendering production support (24/7) & service delivery to the financial
services & investment banking industry verticals
 Gained knowledge on Project Management Methodologies like Waterfall
& Agile and identifying waste management through Lean Methodology
 A strategic professional with over 17years of experience in managing
multimillion dollar ITprojects and overall IT business while meetingbusiness
needs in a fast-paced,dynamic andglobally expandingMNC environment
 Managing service delivery functions, to ensure end-to-end ownership of
incidents and service requests, Meeting deadlines and Turnaround Time
(TAT) without compromising quality norms and defining and adhering
to SLA
 Proven track record in streamlining business processes, defining
continuous improvement processes, accelerating employees’ strengths
and building powerful teams
 Transformation Specialist steered processes transformation by
reengineering existing process, curbed the tasks involved which resulted
in significant saving in Person-hours and overall cost
 Expertise in Project Management for executing activities such as
planning, communicating, monitoring, quality assurance, risk
management, requirement analysis, tracking and reporting
 An agent of change: expertise in analyzing business processes, devising
reengineering plan, steering transformation of organizational practices
with focus on leveraging IT as a strategic tool and assessing the impact of
the interventions through regular audits
ACCOMPLISHMENTS
 Established requirement gathering process and ensured complete &
timely-delivery through end-to-end traceability for one of the modules
 Executed Problem Management through effective Root Cause Analysis
(RCA) thus reducing incidents from over 80 per month to 12 per month
 Secured Going Extra Mile (GEM) award from the Platform Head
 Improved Customer Satisfaction rating (CSAT) from 1 to 3.5 (on a scale
of 5) by improving Turn-Around-Time (TAT) of critical issues
 Implemented KEDB and educated customer on the known issues and
solutions thus reducing the number of incidents
 Played a pivotal role in implementing requirement gathering process
across the unit
 Merit of reducing Turn-Around-Time (TAT) SLA of critical issues by 30
minutes
 Driven & implemented Customer Satisfaction Initiative (CSAT) across
the entire vertical

2. ORGANISATIONAL EXPERIENCE
Intellect Design Arena Ltd., Hyderabad (formerly Polaris) Sep’10-Mar’16
Project Manager
Wipro Technologies, Hyderabad Jun’07-Aug’10
Assistant Quality Manager
Applabs Inc., Hyderabad Sep’06-May’07
Process Consultant
Key Result Areas:
 Worked closely with the delivery teams in signing-off the project plan for the assigned projects
 Reviewed the project metrics report on a monthly-basis and suggested the team for any further improvements
 Planned & conducted internal audits as a part of health-check at defined frequencies and assisted the team in improving
the project’s overall health
 Prepared & published quality dashboards for the respective accounts and presented them to the Senior Management
 Administered organizational initiatives and drove them across Business Units
 Registered effort savings & revenue recognition through incident reduction in maintenance & support engagements
 Improved customer perception through analysis of customer’s feedback
 Established process capability baselines and conducted Internal Quality Audits
 Ensured metrics and measurement data collection & analysis
 Participated in the Software Development Lifecycle (SDLC) right from requirement analysis, documentation (functional
specifications, technical design), coding and testing (preparation of test cases along with implementation) to maintain
the proposed applications
 Recognized for delivering projects on time, building, managing, and mentoring application development teams and
organizations; managing delivery frameworks and new technology implementation projects for streamlining related
activities as per quality standards
 Managed the overall functioning of processes, identified improvement areas and implemented adequate measures to
maximize customer satisfaction level
 Led, mentored & monitored the performance of team members to ensure efficiency in process operations and meeting of
individual & group targets
Highlights:
 Established Requirement gathering process and ensured complete and timely-delivery through end-to-end traceability
of one of the modules
 Problem Management through effective Root Cause Analysis (RCA) thus reducing incidents from 80+ per month to 12
per month
 Established and driven daily dashboard reporting on SLA’s
PAST EXPERIENCE
Tech Mahindra (R&D) Services Jun’99-Aug’06
Senior Executive
(Please refer to Professional Experience for project details)

3. Professional Experience
Project Details
Title: Insurance, FNA and F&C Module Production Support
Period: Aug ’13- Oct‘15
Client: AMC, Gurgaon
Location: Hyderabad
Team Size: 3 Members
Software Information: Websphere 8.5.5, Weblogic 12 C
Description: The project was based on implementing two modules (Financial Need Analysis & Fee & Charges) to an Asset
Management Company in Gurgaon that had wealth advisors who used the application and advice on future investments. The
product helped the advisor to analyze & manage client’s collateral and suggest as relevant
Highlights:
 Established requirement gathering process and ensured complete & timely-delivery through end-to-end traceability for
one of the modules
 Executed Problem Management through effective Root Cause Analysis (RCA) thus reducing incidents from over 80 per
month to 12 per month
 Secured Going Extra Mile (GEM) award from the Platform Head
 Augmnented Customer Satisfaction rating (CSAT) from 1 to 3.5 (on a scale of 5) by improving Turn-Around-Time (TAT)
of critical issues
 Implemented KEDB and educated customer on the known issues and solutions thus reducing the number of incidents
Title: CRM, OMC and F&C Module Production Support
Period: Jan ’15- Mar ‘16
Software Used: Websphere 8.5.5, Weblogic 11 & 12 C
Client: Public Sector Bank in Uganda
Location: Hyderabad
Team Size: 4
Description: The project was based on implementing three modules (customer relationship management, order
management & fee & charges) to a public sector bank in Uganda having corporates as its customers. The implementation was
based on dealing with the management of provident funds of the employees of the respective corporates
Role:
 Conducted stand-up meetings on a daily basis; chalked out action plan for resolving pending issues and tracking them to
closure
 Established and drove daily dashboard reporting on SLAs
 Operated as a member of Incident Management/Problem Management team; reviewed and analyzed ticket trends
(including, permanent fix recommended, recurring issues), with the help of team to identify gaps and provide periodical
updates to management
 Managed and led the quality initiatives, provided process consulting and client interactions
 Conducted effective Root Cause Analysis and presented incident report for critical incidents/problems while creating
BCP, DR Plans (Planned and Unplanned)
 Directed the team as SPOC for adhering to 100% SLA compliance
 Prepared dashboards and presentations and conducted monthly reviews with customer and other stakeholders