Sudha Gopesh
Verified Expert in Project Management
Project Manager
Melbourne, Victoria, Australia
Toptal member since July 31, 2020
Sudha has over ten years of IT project management experience, managing various complex projects leading teams of 40+ resources, and budgets of up to $30 million. She has demonstrated expertise in delivering agile transformation projects in Siebel CRM and Salesforce, working with distributed teams. Sudha excels in driving complex projects in fast-paced environments and changing priorities, ensuring the deliverables' success while maintaining stakeholder engagement and team enthusiasm.
Project Highlights
Expertise
Work Experience
AWS Engineering Iteration Manager
Kmart Australia, Ltd.
- Worked with the DevOps cloud platform services teams to enable seamless cloud adoption within the organization.
- Collaborated closely with the technical team leads to manage the team backlog effectively and work with technology teams across the Kmart Group to provide cloud platform services seamlessly and meet agreed service level agreements.
- Facilitated Agile ceremonies (daily stand-ups, planning, grooming, showcases, and retrospectives) and ensured that roadblocks were removed for teams to work at their highest productivity levels.
- Worked as a servant leader, ensuring the teams are well equipped to meet sprint and product increment goals.
Senior Project Manager
Telstra Corporation
- Worked for Telstra: Australia’s leading telecommunications and technology company that offers a full range of communications services and competes in all telecommunications markets.
- Performed end-to-end project management for complex projects in Siebel CRM and Salesforce of varying value ranging from 2 million up to 30 million by managing distributed teams and partners across multiple locations.
- Implemented a mobile device upgrade by delivering a program to enable existing mobile customers to upgrade their handset to a higher version that was free of cost and within a set promotion period.
- Worked with distributed teams of varying sizes between 10 and 40 resources to deliver programs. Projects on technologies such as SQL Server, Siebel CRM, Salesforce, TIBCO, web-based applications, and mobile applications.
- Managed projects using both waterfall and agile methodologies and was accountable for key project management functions of stakeholder management, financial tracking, risk management, communication, and project scheduling.
- Implemented a complex program that involved the migration of mailboxes to a brand-new platform and impacted over 20 IT systems.
- Implemented a complex program that involved the presentation of sales offers and service opportunities to frontline agents to enable targeted customer conversations; also implemented complex data requirements and brand-new system integrations.
- Developed productive stakeholder relationships to facilitate successful project outcomes by assessing project impediments and dependencies in a timely manner to avoid them becoming into issues.
- Implemented an order workflow that helped reduce AHT (average handling time) by 50% which resulted in improved customer experience.
- Managed remote teams across multiple time zones for the delivery of programs, resulting in operational efficiency and saving costs.
IT Project Manager
Infosys
- Worked for Infosys: a global leader in next-generation digital services and consulting. With nearly four decades of experience in managing the systems and workings of global enterprises, they steer clients through their digital journey.
- Stepped into several roles including project manager, business analyst, test manager, and quality assurance specialist for multiple IT projects. Managed projects with budgets up to $3 million and a team sizes of 15 to 20 resources.
- Acted as a delivery manager for multiple project executions and provided key updates to internal and external stakeholders.
- Managed successful implementation of key business initiatives across various domains such as billing, order management, and activation.
- Developed requirement-definition documents (RDD) and functional-specification documents (FSD); also documented detailed technical and interface specifications.
Technology Lead
Infosys
- Worked for Infosys: a global leader in next-generation digital services and consulting. With nearly four decades of experience in managing the systems and workings of global enterprises, they steer clients through their digital journey.
- Managed a team of over ten developers for production support and software development for business-critical applications. Handled multiple maintenance releases to provide fixes for production issues.
- Used various technologies such as SQL Server, Visual Basic, JavaScript, and Unix.
- Coordinated system integration testing and data provisioning across multiple interfacing systems.
- Oversaw projects running for a 12-month period as well as smaller projects; all were delivered on time and within the estimated budgets.
- Managed the successful transition of an application from an external vendor to Infosys and achieved steady-state support within six weeks.
Software Engineer
Infosys
- Worked for Infosys: a global leader in next-generation digital services and consulting. With nearly four decades of experience in managing the systems and workings of global enterprises, they steer clients through their digital journey.
- Performed coding, unit testing, and system testing for major enhancements. Used technologies such as SQL Server, Visual Basic, JavaScript, TIBCO middleware, and Unix.
- Contributed to all the testing cycles for the product and ensured defect-free delivery to the customer.
- Was involved in end-to-end interface testing using stubs for business-critical applications.
- Created high-level and detailed level (HLD & DLD) design documents for enhancements.
- Prepared estimations for various operational activities and always met estimation targets.
Test Engineer
FXA Technologies
- Worked for FXA Technologies which developed a food tracing and tracking system, method, and computer program product. The product enabled a continuous linkage across the supply-chain-entities and changing of supply-chain entities in near real-time.
- Contributed to the build of a product that allowed small, medium, and large companies that operate within these supply-chains, to exchange info bi-directionally in real-time throughout the supply-chain while maintaining data integrity and security.
- Oversaw a team of six testers during various testing phases of the product lifecycle. Performed test planning and execution within stringent timelines.
- Ensured defect-free delivery of product which resulted in improved customer satisfaction.
Project History
Consumer Email Revamp
Managed and delivered multiple releases of the consumer email initiative with over 20 IT systems impacted.
My Role: As a lead project manager, I managed over 20 IT teams and 40+ resources to implement the IT changes required for the consumer email project.
Technology Stack: Siebel CRM, Digital Web Applications, Mobile Applications, Adobe AEM, SQL Server, TIBCO Middleware
Outcome: The program delivered in multiple phases. Customers were able to buy the new email product after implementing the second phase of the project.
Description: This project involved multiple changes in the technical construction of email products and included the migration of email boxes to a brand new platform. It required numerous interface changes and hence needed an extensive testing phase to ensure functionality was working as per the functional requirements. Given the size of the program, it was implemented over multiple stages and ran over 12 months. The location of the technical implementation teams was in distributed geographic areas.
Next Best Action
Implemented a complex data-driven program that enabled frontline agents to have targeted customer conversations.
My Role: As a lead project manager, I managed five IT teams, 20+ resources to implement the IT changes required for the Next Best Action program.
Technology Stack: Siebel CRM, Digital Web Applications, Data Warehousing Application, MSMQ
Outcome: The program was released and delivered successfully to production post extensive business/user acceptance testing.
Description: The program required extensive front-end user interface design and complex back-end data analytics. It required multiple new integration points, so the necessary data flows to the front-end systems. The complex data requirements needed a detailed understanding of the data layout. We also made critical architectural decisions to ensure that the design and build of this solution met the organization's strategic path.
Move Order Flow Implementation
Managed the delivery of an updated fixed line move order flow to enable a guided step-by-step order capture flow and reduce average handling time.
My Role: As a lead project manager, I managed four IT teams and 15+ resources to implement the IT changes required for the move order flow implementation.
Technology Stack: Siebel CRM, TIBCO Middleware, SQL Server
Outcome: The program was released and delivered successfully to production and helped save average handling time (AHT) by over 50%.
Description: The program required changes to the move order flow to allow users to follow a guided flow to raise an order. The key challenge in implementing this was to make the order-capture process as intuitive and straightforward as possible to ensure minimal failure in order processing.
Education
Master of Computer Applications Degree in Computer Science
University of Madras - Chennai, India
Bachelor of Science Degree in Mathematics
University of Madras - Chennai, India
Certifications
Certified SAFe® 5 Agilist
Scaled Agile, Inc.
AWS Certified Cloud Practitioner
Amazon Web Services
Professional Scrum Master
Scrum.org
Project Management Professional
Project Management Institute
Skills
Tools
Jira, Microsoft Project, Microsoft PowerPoint, Confluence, Siebel CRM, Microsoft Visio, Visual Basic
Paradigms
Scrum, Agile, Requirements Analysis, Agile Project Management, Waterfall Delivery, Agile Leadership, Team Development, Agile Delivery, Change Management, B2B, DevOps
Industry Expertise
Telecommunications, Supply Chain Management (SCM)
Platforms
SharePoint, Amazon Web Services (AWS)
Other
Project Management, IT Project Management, Project Scheduling, Project Finance, Risk Management, Scrum Master, Waterfall Methodology, Stakeholder Management, Vendor Management, Scope Management, Agile Coaching, Requirements, Business Requirements, User Stories, Sprint Planning, Requirements & Specifications, Functional Specifications, Interface Testing, Discovery Workshops, Discovery Management, Customer Relationship Management (CRM), Feature Backlog Prioritization, Project Scoping, Resource Allocation, Business to Business (B2B), Business to Consumer (B2C), IT Business Analysis, Forecasting, Documentation, Project Planning, Backlog Management, Onboarding, Estimation & Planning, Cost Estimation, Roadmaps, Process Improvement, Digital Project Management, Cross-functional Team Leadership, Agile Transformation, Digital, Project Management Professional (PMP), Program Management, Project Discovery, Project Timelines, Project Budget Management, Team Leadership, CRM Systems, Software Development Lifecycle (SDLC), Communication, Resource Management, People Management, Scrum Coaching, Sprint Ceremonies, Agile Practices, Task Management, Task Analysis, Scheduling, Organization, Timelines, Cross-functional Collaboration, Team Management, Team Mentoring, Remote Team Leadership, Teamwork, Team Productivity, Global Team Management, Collaboration, Project Estimation, Client Management, Remote Work, System Migration, Agile Sprints, Agile Deployment, Backlog Grooming, Interpersonal Skills, Project Coordination, Deployment Coordination, Scaled Agile Framework (SAFe), PSM-1, Time Management, IT Projects, Software Engineering, Product Delivery, HTML5, AWS DevOps, API Integration, SQL Server 2012, VBScript, JavaScript, PHP, TIBCO, Active Server Pages (ASP), ASP.NET, Microsoft Teams, Go-to-market Plans
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