Vikram Malik Page 1 of 4

RésuméVikram Malik,

E-mail: malik.vikram@megaspin.net Phone: +91-74175 29746

Executive Summary: More than 11 years in IT and business consulting experience. Worked with top level executives helping them align strategy to execution, business and operating model transformation, business process reengineering and process improvement efforts that have worldwide scope and multi-million dollar revenue impact. Have prior business operations background; look forward for growth opportunities in BPM / Enterprise Architecture function.

Skill Map:

Diagram adopted from BPTrends for illustration purpose only to show focus areas. Copyrights © 2011 BPTrends Associates.

Enterprise Level: Establishing BPM function and governance. Developed BPM methodologies, standards &

guidelines as part of worldwide, multi-year, multi-million dollar BPM programs. Lead efforts for developing business architecture linking end-to-end value chain to organizational strategy and goals, business processes, org roles, business rules and controls, metrics & KPIs, IT assets, customer/business requirements, and functional requirements.

Developed end to end process architecture for worldwide business value chains such as lead to quote, quote to cash, customer engagement and supply chain. Alignment with frameworks such as SCOR, APQC, TSIA, SOA & eTOM.

Process Level: Process reengineering with customer experience requirements as the basis, with focus on

significant process and metrics simplification and development of common global business processes and IT platform.

Developed process framework for across the value chains with regions, products, go-to-market variations.

Helped businesses achieve tremendous value out of process rollouts in terms of reduced cycle time, agile strategy to execution capabilities, high degree of customer focus and strong quality and training control.

Implementation Level: Participated in global business transformation programs, leading team of business analysts to

develop business artifacts, process models, business requirements, metrics and KPIs, test cases and managed multiple tools/technology environments to establish end to end traceability among business and IT artifacts such as functional specs, design specs, code, and test cases and so on for the entire SDLC.

Execution of process improvement projects using lean six sigma tools and methodologies.

Vikram Malik Page 2 of 4 Tools and SkillsTools: OpenText BPM, OpenText ProVision / Knowledge Exchange Server, OpenText

Assure, Minitab, System Architect, IBM Rational Rose, IBM Rational Requisite Pro, Cordys BPM, Borland Caliber RM, HPE ALM, Panviva SupportPoint, MS Project, SharePoint, Microsoft Visio, MS-Office, Qlikview,

Methodologies & Standards: Enterprise Architecture, BPM, Lean Six Sigma, SOA, Web Services, BPMN, BPEL,

XML, UML, Agile, PMI PMBOKProcess Frameworks: APQC, SCOR, TSIA, TOGAF, eTOM, HPE Modeling Language

Professional ExperienceEmployment Summary:

Organization Employment Period Role/DesignationHPE, India Oct 2010 – Present Process Architect and

AdministratorKPIT Cummins Infosystems Ltd., Pune, India Feb 2009 – Sep 2010 Functional ConsultantTech Mahindra Ltd, Noida, India Jan 2007 – Jan 2009 Process DesignerBharti Airtel Lt.d India Nov 2004- Dec 2007 Zonal CSO

Profile Predominantly worked on Business Analysis, Business Process Management and Project

Management roles during 11+ years long career in Enterprise Systems, CRM, SCM, PMI trained Project Management Professional (PMP) and Software Quality Professional.

Recent endeavors involved contributing towards the Enterprise Architecture for a world-wide multi-year multi-million dollar BPM program with savings of tens of millions of dollars already achieved as result of significant process simplification and improvements. Responsible for defining BPM Standards & Guidelines, Business Process design from Customer Experience perspective, integration of key Business Specifications like Metrics and KPIs and Customer Experience and Business Requirements at process level. Align End to End Business Model with APQC framework. Participate in process communities, adopt industry standard practices and frameworks like SCOR, APQC, SOA, eTOM for designing self-service, touch point agnostic customer support processes and enterprise architecture for front end customer support and back end order management and supply chain processes.

Developed dynamic innovative process solutions using various tools for easy access to process knowledge by non-BPM users

Administrator for OpenText knowledge exchange environment supporting community of more than 30 users. Developed & imparted new version trainings.

Engaged with various internal & external customers in global environment.

StrengthsEnterprise Architecture & Modeling:

Enterprise Architecture: Developing Enterprise Business Architecture, integration of Application and Data Architecture with Business Architecture Business Process Analysis and Modeling using industry standard frameworks and tools such as OpenText ProVision, IBM Rational System Architect, AquaLogic BPM, Bizagi, IBM Blueworks, Cordys BPM.

Problem solving & Communication skills: Ability to visualize end-to-end business processes from multiple perspectives and problem

scenarios. Strong facilitation and presentation skills; leading discussions and break-out sessions with key

stakeholders.

Major Professional Engagements with Hewlett Packard Enterprise:Process Architect for HPE (Oct 2010 – till date)

Client: Various Business Units and functions of HPE viz, PPS Supply Chain, Marketing, EG, Sales Comp, Indigo, HPE Software, Sale OperationsResponsibilities

Establish process framework Engage with Process Analyst & SMEs to develop AS-IS & TO-BE processes Provide consultation on TO-BE process design Perform simulation on process performance & propose TO-BE process design based on results Integrate requirements into models & publish BRD & Caliber/ALM upload files Define blueprint for application development Monitor successful application rollout and user acceptance testing

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Lead modeling engagement with Business lead & stakeholders Provide guidance to modelers on modeling standards & methodology Ensure proper process change control is followed across projects Project Resource Planning Manage VOC Lead definition of process modeling methodology Define and roll out process modeling methodology & standards Manage BU domain & process repositories Manage knowledge content lifecycle Primary user support contact for Opentext ProVision (BPM tool) Manage access control Conduct Opentext ProVision (BPM) trainings

Major Professional Engagements with KPIT Cummins Infosystems Ltd:Functional Consultant for HP Consumer Operations, ASTRO2 program (Feb 2009 – Sep 2010)

Client: Hewlett-Packard, USA (www.hp.com)Description: It is a global business program that will improve the delivery of services to HP clients and

customers globally. The program has the objectives to deliver an enhanced common set of differentiated support experience capabilities across all customer support touch points, based on utilization of standardized, global HP business process, and wise integration of industry standard IT solutions with select HP applications. The process design framework is based on fundamentals of SCOR model. Modeling framework is a customized Enterprise Architecture framework called HP Modeling Language. IT solution is implemented on SAP-CRM global platform along with supporting custom applications.

Responsibilities: Business Process Analysis, Design and Modeling. Defining BPM Standards and Guidelines, participating in process communities and gather

knowledge from various sources to develop and evolve best practices for BPM Aligning modeling approach towards Customer Experience and Service orientation to achieve

touch point agnostic business processes designed as reusable services. Stakeholder management across the levels, interacting with global and regional stakeholders,

achieving consensus on process design from global perspective. Facilitating discussions and collaborating with Business, IT, Training, Quality, Analytics and

Reporting teams for training, mentoring and knowledge sharing. Knowledge Exchange administrator and trainer for Opentext ProVision (BPM) tool

Major Professional Engagements with TechMahindra:Business Analyst for ISDN & MPLS Product Portfolio for British Telecom (Jan 2007 – Jan 2009)

Responsibilities:Define the E2E ASIS Business Process for UK MPLS fulfillment & repair.Capture & Validate Requirements from the client ( BTGS )Analyze the business needs of the client to help identify business problems and facilitate strategic Design.Define the Current Pain Areas , Identify the gaps in the Process by close interaction with the BusinessConvert the Requirements in the form of User StoriesDevelop User Stories into Sequence Diagrams with the help of Visio, Borland for the Component development teams Define the E2E To-Be Business Process for UK MPLS – Fulfilment and Repair Close interaction with the Component development teams.Manage the End to End Launch of the product from CS&NO perspective (Customer Service and network operations).To ensure that Service Delivery and Service Assurance processes are rolled out effectively.To Budget the overall costs in the Business case. Both Capex and Opex cost included.Manage risk and issues within each project.Project plan creation, monitoring and reporting.Co-ordinate testing of the processes.Contingency management.Carry Post Launch review.

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Major Professional Engagements with Bharti Airtel:Zonal CSO for Service Assurance and Operations (Nov 2004 – Sep 2007)Responsibilities:

Monitoring New Activation TAT & Error free Provisioining.Post & Pre Document Compliance.Monitoring Welcome Visit/AV through AV/CV Agencies.Ensuring well-timed resolution of complaints/requests/enquiries.Handling service delivery through CRM & Kenan Based softwares.Handling ARC support functions.Monitoring & Training ARC & AV/CV Staff.Handling of Special Projects (eg: Account Migration, Ownership Transfer, VAS Activation/Deactivation, Adjustments & Pending Waivers etc.). It includes Provisioning Testing, its verification in HLR and working out operational processes, wherever required.Responsible for providing Templates of the new provisioning processes to all CC associates in ZO & ARC Locations.Process owner for all direct activities performed on ECRM and responsible for zonal UWQ.Providing Provisionig Support for walk in customer query at ZO. Imparting Training to new Users in order to effectively use softwares (Arbor OM, Billing, ECRM , PACS).Informing all new joinees at channel end on customer handling, ECRM concepts, processes, new launch tariff & schemes etc in provisioning, as well as updating to existing Customer Care associates as per need of time.To ensure timely and error free provisioning across Aligarh Zone.Handling a team of 16 Provisioning executives looking after the entire life Cycle of the Post Paid customer in Aligarh ZoneBifurcation of AV for FOC & OCB connections to decrease activation TAT.Training the new joiners with all the processes and policy as per Bhartiyam.Training to AV Executives along with the QFS auditor to avoid documentation error and decrease in Defective SEF Compliance.Implementing the Exposure and Dunning policy at the ARC’s to avoid wrong categorization at the time of activation.Closure of Customer Complaints within the defined SLA to increase CAR Score, which is above the Target of 85%.

Academic ProfileCertification in System Analysis and Design from IIT, Mumbai, India.Bachelor of Science (Chemistry) from DAV, Dehradun

Trainings & CertificationsProject Management Professional (PMP) trained from PMI USA (www.pmi.org)Training on Lean Six Sigma from Hewlett Packard learning and developmentAgile certified from TechMahindra learning and developmentTrainings on executive presence, high impact communication and presentation skills (www. presentation-company.com)