Vikram Malik has over 11 years of experience in IT consulting and business process management. He has worked on large, global transformation programs involving process reengineering, developing enterprise architectures, and establishing BPM functions. Currently he is a Process Architect at Hewlett Packard Enterprise where he leads process modeling engagements and defines their process modeling methodology.

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Résumé
Vikram 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 themalign strategy to execution,business and operating modeltransformation,
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.

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 Execution of process improvement projects using lean six sigma tools and methodologies.
Tools and Skills
Tools: 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 PMBOK
Process Frameworks: APQC, SCOR, TSIA, TOGAF, eTOM, HPE Modeling Language
Professional Experience
Employment Summary:
Organization Employment Period Role/Designation
HPE, India Oct 2010 – Present Process Architect and
Administrator
KPIT Cummins Infosystems Ltd., Pune,
India
Feb 2009 – Sep 2010 Functional Consultant
Tech Mahindra Ltd, Noida, India Jan 2007 – Jan 2009 Process Designer
Bharti 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 processesand 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.
Strengths
Enterprise 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 Operations
Responsibilities
 Establish process framework
 Engage with Process Analyst & SMEs to develop AS-IS & TO-BE processes

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 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
 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 allcustomer
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
Business
Convert the Requirements in the form of User Stories
Develop 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.

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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.
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 Zone
Bifurcation 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 Profile
Certification in System Analysis and Design from IIT, Mumbai, India.
Bachelor of Science (Chemistry) from DAV, Dehradun
Trainings & Certifications
Project Management Professional (PMP) trained from PMI USA (www.pmi.org)
Training on Lean Six Sigma from Hewlett Packard learning and development
Agile certified from TechMahindra learning and development
Trainings on executive presence, high impact communication and presentation skills (www.
presentation-company.com)