Experience

Tietoevry

• Finland
• IT Services and IT Consulting
• 700 & Above Employee

• SIAM Lead

  • Jan 2023 - Present

  Leading SIAM Practice Building Vendor ecosystems End to End Deliveries SIAM initiatives Sales & Marketing

• Senior Delivery Manager

  • Jan 2020 - Feb 2023

  Leading Vendor ecosystem for Multi-Cloud services ~ +20MM cost governance Accountablity on the Customer satisfaction & overall experience SIAM consulting



Tieto

• Finland
• Information Technology & Services
• 700 & Above Employee

• Delivery Manager

  • Jan 2018 - Dec 2019

  Pune, Maharashtra, India

• Customer Operations Manager

  • Feb 2017 - Jan 2018

  Pune Area, India

• Continuous Service Manager

  • Jul 2015 - Jan 2017

  Pune

• Service Delivery Lead

  • Jul 2014 - Jun 2015

  Pune Area, India



Mphasis

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead ITO

  • Dec 2012 - Jun 2014

  Part of a 24x7 Global Technical Desk Project for a Fortune 100 Financial Services Company, lead employees across Pune, Mumbai & Bangalore.  Lead project with an average monthly volume of 11000 Incidents and Requests, using Service Now, Service Centre and Manage Now CRMs  Leading Applications & Enterprise solution management for the client  Liaised with client engagement teams & various vendor to provide timely solutions  Co-ordinated with CoE to derive an optimum solution… Show more Part of a 24x7 Global Technical Desk Project for a Fortune 100 Financial Services Company, lead employees across Pune, Mumbai & Bangalore.  Lead project with an average monthly volume of 11000 Incidents and Requests, using Service Now, Service Centre and Manage Now CRMs  Leading Applications & Enterprise solution management for the client  Liaised with client engagement teams & various vendor to provide timely solutions  Co-ordinated with CoE to derive an optimum solution road map  Manage contractual Incident Resolution & SLA  Responsible for Employee Appraisal & Satisfaction, Promotions & Retention, Performance Management, Productivity Improvements with Dollar Savings – Annualized attrition below 25%  Responsible to build practices to improve operation efficiencies  Successful Set up of support desk for client’s global migration to Microsoft BPOS platform – 96000 global users  Led internal projects to increase revenues by improving resource utilization, eliminating revenue leakage, streamlining practices and defining employee growth plans  Assisted in successfully implementing two major system integrations/migrations at a global level  Ensured compliance to all company policies and security norms as part of organization-wide information security initiative  Exposure to customer base across the Americas, EMEA and APAC

• Business Analyst

  • Jul 2011 - Dec 2012

  This group works with business delivery team, CRM to understand the staffing requirements, Billing etc. and ensure the fulfillment either through internal resource pool or hiring external candidate with the help Recruitment Team. Supporting BID Management, Transition Leads, Sales & Marketing Team.  Supported Pursuit Process – Opportunity Qualification, Solution Approval and Deal Approval  •Established & managed pursuit calendar with key review/ pursuit milestones  •Liaised… Show more This group works with business delivery team, CRM to understand the staffing requirements, Billing etc. and ensure the fulfillment either through internal resource pool or hiring external candidate with the help Recruitment Team. Supporting BID Management, Transition Leads, Sales & Marketing Team.  Supported Pursuit Process – Opportunity Qualification, Solution Approval and Deal Approval  •Established & managed pursuit calendar with key review/ pursuit milestones  •Liaised with key functions within the organization [Sales, Solutioning, Delivery, Practice, CoE, Finance/Pricing, Legal, RE etc]  Supported Creation, tracking and controlling proposal response document & documents required for review checkpoints  •Provide vertical specific collateral and case study support  Optimizing utilization of all projects in the Organization’s APPS/ITO tower & reducing revenue leaks  Liaise with the Client Relationship Managers, VP & AVP of various projects to understand the business requirements & enact as per the business needs  Ensuring organization Bench is at the minimum possible level  Connecting with the core sales team to understand future business pipeline & pass on the feedback to senior trainers for any training needs within the organization to strengthen the RFP’s  Validating Billing of projects in the APPS tower within the organization & weekly presentation with the RRMG (Resource & revenue management group) Business lead for the organization  Well versed with Onsite business alignments



Mphasis

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Assistant Unit Manager

  • Mar 2010 - May 2011

   Mar 2010 onwards handling operations team of 20 Agents, coordinating with training team & ensuring smooth transition of agents from training to operations  Tracking competitors’ key newsbytes, analyse and send across to Management, BU heads and CU heads on weekly basis  Part of six sigma team in the organization working with the Master Black belt in the organization to improve the process  Proven ability to execute across multiple locations and stakeholder groups  Coordinated… Show more  Mar 2010 onwards handling operations team of 20 Agents, coordinating with training team & ensuring smooth transition of agents from training to operations  Tracking competitors’ key newsbytes, analyse and send across to Management, BU heads and CU heads on weekly basis  Part of six sigma team in the organization working with the Master Black belt in the organization to improve the process  Proven ability to execute across multiple locations and stakeholder groups  Coordinated execution of IT audit plans to optimize audit speed and effectiveness  Act as POC for escalations from offshore resources and to offshore resources  Conduct performance appraisals bi- annually  Review dashboards/ data reports on a daily basis and provide constructive feedback  Modify Operations as needed to meet service level agreements under supervision of Operations Manager. Resolve escalated customer issues  Monitor, identify and resolve performance/behavior/attendance issues using the prescribed Performance management techniques  Provide hands-on assistance to the team in case of issues, both through direct intervention and mentoring  Work with the Operations Manager to build a highly effective measurement and reward system based on empirical data  Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling Show less