Ajay Kaul

About Ajay Kaul

Seasoned Product Manager with proven success managing entire product line lifecycle and delivering a variety of time-critical solutions including Integration solutions, Ecommerce solutions, Microsoft ecosystem marketing launches, and a mobile network construction solution. Experience managing onshore and offshore software development and support teams. Substantial Business Analyst experience includes building requirements specifications from user needs, creating functional and testing specifications.Skills: • Strong, deliberate project management, balancing competing priorities• Solid leadership including consensus building, motivation, and guidance for cross-boundary teams• Comprehensive grasp of people, technology, and business management considerations to achieve business results• Integration of risk management, quality control and contingency planning• Effective client communication and expectation management

Experience

1. Application Support Manager

   SanMar

   Dec 2016 — Present · Seattle, WA, US

   Application Support Manager responsible for supporting and managing both internal and 3rd party applications/systems for SanMar customers. Primary areas of responsibilities include: Ecommerce System Warehouse Management system (WMS) Customer Integration system Enterprise Resource Planning (ERP)o Responsible for building and supervising a team of 13 direct reports who support different areas of business applications/platformso Continued overseeing the growth of Integration channel by 20% year over year. o Streamlined Support process by onboarding Incident management solution resulting in increase of efficiency by 50%o Partnered with Tier 1 Support to offload front end customer contact and first level incident resolution resulting in 30% increase in efficiency. o Partnered with program management and DevOps leads to ensure successful delivery and continued support of major enterprise wide platforms.o Mentored and coached Analysts on the team to improve customer experience as well as explore opportunities in other departments within the organization o Developed, gathered, and reported critical support metrics demonstrating the overall health of the supporting applications resulting in significant improved efficiencyo Negotiated SLA and statement of work (SOW) levels and identified KPI\'s for solution validationo Ensure support procedures are clearly documented, validated, and up-to-date.o Forecast/manage resource bandwidth resulting in the expansion of team from 8 to 14 Analysts within two years.o Lead Quarterly Business Reviews with Business Stakeholders highlighting KPIs and support metrics

Education

• Bangalore University

  B.E., Telecommunications

  1995 — 1999

• University of Colorado Boulder

  MBA, Finance

  2004 — 2006

Skills

• Project Management
• Business Requirements
• Program Management
• Agile Methodologies
• Quality Assurance
• Management
• Visio
• Resource Management
• Testing
• Sharepoint
• Databases
• Cross-Functional Team Leadership
• Software Development Life Cycle (Sdlc)
• Scrum
• Business Analysis
• Customer Relationship Management (Crm)
• Crm
• Analysis
• Enterprise Software
• Leadership
• Ms Project
• Software Documentation
• Sdlc
• Requirements Gathering
• Integration
• User Acceptance Testing