09/21/2022 updated
RE
100 % available
Project Manager | Program Management | Service Delivery
Bangalore, India
India
M.Sc - Software EngineerMergers and AcquisitionsBusiness DevelopmentCustomer Relationship ManagementBusiness ContinuityServicio al ClienteMiddlewareEmployee Performance ManagementJob SatisfactionInformation Technology OperationsInfrastructure ManagementProject ManagementOutsourcingPresalesProcurement ManagementProfessional Services
Customer Service | Service Delivery | Service Management People Management & Employee Performance Enhancement Customer Relationship Management | Client Service Management Team Collaboration | Coaching | Mentoring | Training Service Desks |IT Operations | Quality Assurance Storage Management | Procurement Services | Vendor Management Professional Services | Managed Services | Remote Infrastructure Services Mergers & Acquisitions | Pre-Sales | New Business Acquisition & Engagement Business Transition and Transformation Solutions Business Continuity & Risk Management Large-Scale Project Management & Program Delivery Management Employee satisfaction | Employee bonding | Employee welfare
Languages
EnglishNative speaker
Project history
Bangalore, India
* Single point of contact to the Project Executive, Clients, Partners, Competency leads
for the account specific
* Managed the end-to-end service delivery for the client's on-cost model for delivery,
including identification of cost reduction areas
* Worked with the client end service delivery managers to meet up all the required
deliveries within the agreed SLAs
* Functionally managed the entire client's technical environment, data centers,
through the delivery team, technical expertise, subject matter experts and the crosscompetency
leads
* Presented monthly and quarterly service reviews to the customers along with the
Project executive and other stakeholders
* Managed the entire service delivery elements for an existing module or a new
requirement of the business
* Identified opportunities for account growth and assist the DPE/PE with business
development
* Responsible for customer service, transforming customer requirements into
operational requirements
* To ensure all the service level metrics are met or exceeded for the customers
* Managed the cross-functional teams of technical experts, SMEs, third party vendors,
partners across various locations to ensure 'on-time' project deliverable
* Co-ordinate change management activities and ensure effective implementation of
the change with appropriate approvals and procedures
* Worked closely with the core client team to identify and resolve project issues and
mitigate risks
* Provided status updates to the Project sponsor/owner & other Stakeholders
Tour de force:
Recognized as the best delivery of excellence' for the clients - Diageo and HJ Heinz
* Single point of contact to the Project Executive, Clients, Partners, Competency leads
for the account specific
* Managed the end-to-end service delivery for the client's on-cost model for delivery,
including identification of cost reduction areas
* Worked with the client end service delivery managers to meet up all the required
deliveries within the agreed SLAs
* Functionally managed the entire client's technical environment, data centers,
through the delivery team, technical expertise, subject matter experts and the crosscompetency
leads
* Presented monthly and quarterly service reviews to the customers along with the
Project executive and other stakeholders
* Managed the entire service delivery elements for an existing module or a new
requirement of the business
* Identified opportunities for account growth and assist the DPE/PE with business
development
* Responsible for customer service, transforming customer requirements into
operational requirements
* To ensure all the service level metrics are met or exceeded for the customers
* Managed the cross-functional teams of technical experts, SMEs, third party vendors,
partners across various locations to ensure 'on-time' project deliverable
* Co-ordinate change management activities and ensure effective implementation of
the change with appropriate approvals and procedures
* Worked closely with the core client team to identify and resolve project issues and
mitigate risks
* Provided status updates to the Project sponsor/owner & other Stakeholders
Tour de force:
Recognized as the best delivery of excellence' for the clients - Diageo and HJ Heinz
IBM India Private Limited, Bangalore, India
* Conduct and review actual critical incidents and major incidents. Identifies appropriate
corrective actions and coordinates with the Client's implementation
* Manage every single event or series of events that create an immediate or imminent
threat of serious harm and/or trauma to business
* Support the business continuity & disaster recovery management policy and should be
read in conjunction with that policy
* Dealt with both the immediate consequences and long-term implications of any critical
incident to establish the systems and processes of the customer's environment are
stable and delivery is continuous
* Managed the teams that will be involved in the event of any critical and major incident
to coordinate the successful management of the incident's resolution
* Responsible to manage the designated location of the clients, where the critical incident
coordination team will meet as soon as practicable once an incident has been declared a
Critical Incident
* Managed and led all three major phases of the Critical Incident - Immediate response,
Crisis management and recovery from a critical Incident
* Preform the root cause analysis systematically. Usually as a part of an investigation, with
conclusions and root cause that were identified, backed up, documented with evidence
with the help of the technical expertise
Tour de force:
Awarded as the most successful Critical Incident Manager for Network Services
Delivery - Diageo
* Conduct and review actual critical incidents and major incidents. Identifies appropriate
corrective actions and coordinates with the Client's implementation
* Manage every single event or series of events that create an immediate or imminent
threat of serious harm and/or trauma to business
* Support the business continuity & disaster recovery management policy and should be
read in conjunction with that policy
* Dealt with both the immediate consequences and long-term implications of any critical
incident to establish the systems and processes of the customer's environment are
stable and delivery is continuous
* Managed the teams that will be involved in the event of any critical and major incident
to coordinate the successful management of the incident's resolution
* Responsible to manage the designated location of the clients, where the critical incident
coordination team will meet as soon as practicable once an incident has been declared a
Critical Incident
* Managed and led all three major phases of the Critical Incident - Immediate response,
Crisis management and recovery from a critical Incident
* Preform the root cause analysis systematically. Usually as a part of an investigation, with
conclusions and root cause that were identified, backed up, documented with evidence
with the help of the technical expertise
Tour de force:
Awarded as the most successful Critical Incident Manager for Network Services
Delivery - Diageo
* Led the service desk process and training environment for EMEA and AP region
* Responsible to mentor the team, which includes feedback to service desk analysts, team
meetings, team briefing/update sessions, quality monitoring, CSAT analysis
* Work on getting the SLAs met for the clients
* Line of Business for the Asia Pacific region Country managers
* Responsible for handling process improvement projects with Project Managers and
Cross service line leads
* Managed escalation on change and critical incident management
Tour de force:
Awarded the best Lead title for managing the excellence of the Customer Services
and Service Desk new processes
* Responsible to mentor the team, which includes feedback to service desk analysts, team
meetings, team briefing/update sessions, quality monitoring, CSAT analysis
* Work on getting the SLAs met for the clients
* Line of Business for the Asia Pacific region Country managers
* Responsible for handling process improvement projects with Project Managers and
Cross service line leads
* Managed escalation on change and critical incident management
Tour de force:
Awarded the best Lead title for managing the excellence of the Customer Services
and Service Desk new processes