IT Program Management plays a significant role when it comes to incorporating advanced technologies into business operations smoothly in this age where AI has taken over. It helps ensure that AI solutions are built, deployed, and maintained in a way that supports business needs. Navdeep Malik illustrates this importance with his over 18 years of experience and in his roles at Charter Communications and AT&T. The importance of program managers being well-versed in the function of using trending technologies and AI to enhance customer experience and fortify IT infrastructure couldn't be clearer. A receiver of the TITAN Business Award as "Global Expert in Information Technology Program Management," Navdeep has illustrated the importance for seasoned professionals to oversee intricate, cross-functional projects in a rapidly changing technology world—this is necessary to deliver know-how and operational excellence that lead us toward innovation.
Navdeep Malik is a stalwart of the IT industry who has redefined program and project management. He has been a Technical Program Manager and Senior Project Manager at Charter Communications Since July 2019. In this capacity, he is the head of the Outage Management program that revamped communication norms for customers across the telecommunications sector. The program has also gone a long way towards reducing the number of customer calls during outages—by proactively contacting customers via their preferred communication channels, including email, SMS, and auto-calls, to let them know there is an outage occurring in the network and providing estimated restoration time. This creative deployment of powerful network monitoring tools, AI, and analytics has saved Charter millions of dollars per year while significantly improving customer satisfaction.
Monitoring customer service statuses and appropriate communication with customers during natural disasters are some of the activities performed by the Outage Management program. The initiatives have changed customer communications in the telecommunications industry, which other leading providers have also embraced. Navdeep has managed to ensure that 32 million residential and small business customers, including federal agencies who belong to 44 different states across America, get notifications about the Internet, Landline, and Cable TV outages, scheduled maintenance, or any upcoming natural calamities cases as soon as possible while issuing troubleshooting steps on how their services can be retained.
Before his tenure at Charter Communications, Navdeep held the position of Program Director with client AT&T from November 2013 to August 2018. In this capacity, he managed the development and enhancement of mission-critical applications, overseeing projects worth $300 million annually. One of his notable achievements at AT&T was the implementation of the Nagios application, which reduced outage detection time from six minutes to just 23 seconds. This improvement resulted in cost savings of $109 million. Navdeep also established a Program Management Office (PMO) to maintain project management standards and best practices, ensuring efficient project execution.
Navdeep's expertise has been recognized with several prestigious awards in 2024, including the Globee Awards for Technology as Program Manager of the Year, Professional of the Year in Telecommunications, and the Stevie Asia-Pacific Awards for Innovation in Technology Management. He also received the AVA Digital Award as an "Outstanding Program Management Leader."
A thought leader in his field, Navdeep is a member of the esteemed Forbes Technology Council and a key influencer at 3AI, India's largest platform for AI and analytics leaders. His contributions to the industry are prolific, with active engagement on platforms such as LinkedIn, Facebook, and Medium. His case study, "Boost Information Technology Company's Project Performance," was featured in the Project Management Institute's report "Navigating AI in Project Management," which was published across various PMI chapters worldwide.
Navdeep is also dedicated to mentoring the next generation of program and project management professionals through ADPlist.org, helping numerous individuals advance in their careers. He serves on the review panel for IEEE Senior Membership applications and has judged prestigious hackathons and awards, including the Stanford University hackathon "TreeHacks 2024" and the Princeton University Hackathon "2024 Hack Princeton."
His expertise is further distinguished by his membership in esteemed organizations such as the Association for Project Management (APM), The Institution of Electronics & Telecommunication Engineers (IETE), and the Institute of Electrical and Electronics Engineers (IEEE).
At a time when technological progress is gaining momentum, particularly in the field of artificial intelligence, having an expert program manager like Navdeep Malik fills a key role. His expertise in juggling intricate projects and cross-functional teams makes certain the IT companies provide innovative solutions with suitable expediency. Navdeep Malik—an epitome of these qualities is what we call experienced Program Managers who are instrumental in delivering business value and driving innovation.
To learn more about Navdeep Malik and his work, visit his website: https://navdeepmalik.com/
