Experience

Velocity Global

• United States
• Software Development
• 700 & Above Employee

• Senior Manager, Global Delivery Center APAC & EMEA

  • Jan 2022 - Present

  India • Develop an ongoing PR strategy and expand stakeholder connections across the Company • Drive a culture of continuous improvement • Reassess team structure to provide functional support • Build Work Pipeline for APACEMEA & AMER • Create GDC (Global Delivery Center) Guidebook • Lead Onboarding Experience Process Improvement for GDC hires • Own & keep up to date benchmark for EMEA & AMER GDC roles • Manage utilisation across the region • Build APAC Hub (hire the team… Show more • Develop an ongoing PR strategy and expand stakeholder connections across the Company • Drive a culture of continuous improvement • Reassess team structure to provide functional support • Build Work Pipeline for APACEMEA & AMER • Create GDC (Global Delivery Center) Guidebook • Lead Onboarding Experience Process Improvement for GDC hires • Own & keep up to date benchmark for EMEA & AMER GDC roles • Manage utilisation across the region • Build APAC Hub (hire the team, provide training, implement process improvements) • Provide high quality service support to our global offices in collaboration with the Client Services Team, Payroll, Finance, IT, Operations, International Velocity Global teams and local service providers across the globe • Review headcount & skill needs • Manage adhoc [20%] and recurring projects [80%] and work together with the Global Delivery team completing the projects on time, on budget • Ensure all projects are tracked in the internal project management tool and work closely with the Global Delivery Centre Director on capacity, demand and productivity management • Implement and standardize the usage of the task / ticket management system • Developing Standard Operating Procedures and Operational Level Agreements • Manage service delivery according to OLAs and maintain high quality of service • Measurement of metrics and regular reporting of progress to stakeholders • Work closely with stakeholders on service requirements and process improvements in the Global Delivery Center • Ensure data integrity throughout systems Show less



Shield GEO Services Ltd

• Financial Services
• 1 - 100 Employee

• Operations Manager

  • Feb 2020 - Dec 2021

  India • Track monthly invoicing, payslips and payments and ensure no errors in the process • Perform Onboarding and Offboarding audit for Implementation & Termination teams • Perform Tech Onboarding and Offboarding for new joiners • Verify payslips uploaded to Dropbox • Product owner for Accellion software • Resolve internal process related cases and tickets • Work on multiple AdHoc projects • Monthly reporting and presentation • Define and implement programs to address… Show more • Track monthly invoicing, payslips and payments and ensure no errors in the process • Perform Onboarding and Offboarding audit for Implementation & Termination teams • Perform Tech Onboarding and Offboarding for new joiners • Verify payslips uploaded to Dropbox • Product owner for Accellion software • Resolve internal process related cases and tickets • Work on multiple AdHoc projects • Monthly reporting and presentation • Define and implement programs to address changes in resourcing, career mobility, career development and reward / recognition initiatives. • Proactively highlight improvements to the business Show less



Onward Eservices Limited

• Operations Manager

  • Oct 2018 - Jan 2020

  Mumbai Area, India Managed a team of 60 members Responsible for overall operations and governance of Applications within the Application Center of Excellence that are under the area of responsibility. Establish and maintain collaborative working relationship with functional counterparts in the business and cross-functional IT leads in the enterprise organization to manage Application Maintenance and Support activities, processes and operations. Serve as the initial contact point for audit activities in… Show more Managed a team of 60 members Responsible for overall operations and governance of Applications within the Application Center of Excellence that are under the area of responsibility. Establish and maintain collaborative working relationship with functional counterparts in the business and cross-functional IT leads in the enterprise organization to manage Application Maintenance and Support activities, processes and operations. Serve as the initial contact point for audit activities in Application Center of Excellence for applications that are under area of responsibility. Manage and certify compliance with the Incident, Problem, Change, Release, Deployment and other Service Transition & Operation processes. Function as overall governance lead to ensure common practices and processes across all applications within the center of excellence that are under the area of responsibility. Accountable for driving the service provider engagement for the applications under the area of responsibility in collaboration with outsourcing Center of Excellence and Technology Domain teams to improve overall service provider performance. Responsible for the overall Demand & Resource management for applications under the area of responsibility. Interact with the business users, Technology Domain team and Infrastructure team to understand and prioritize minor enhancements demand and drive the enhancements with the service provider. Ensuring high priority incidents are managed in an effective manner and RCA is in place for all such incidents. Serve as a contact point of escalation for Incidents and Problems. Maintain a roster and ensure all shift members follow the schedule Define and implement programs to address changes in resourcing, career mobility, career development and reward / recognition initiatives. Presenting operation progress reports to the business on regular intervals Proactively highlight improvements to the business Ensure SLA compliance is consistently met. Show less



Cybercom Group

• Sweden
• IT Services and IT Consulting
• 200 - 300 Employee

• Assistant Manager

  • Jul 2016 - Oct 2018

  Mumbai Area, India • Acting as an Assistant Manager on the project • Managing a team of 25 members • Lead a team to meet business objectives as required by the agreed SLA • Ensure compliance with all regulatory requirements and policies • Effective Communication with the client, vendors, stakeholders as a DAY-TO-DAY responsibility • Track metrics for performance measurement, service levels and monitoring key triggers for early warning signals • Build and maintain effective communication channels… Show more • Acting as an Assistant Manager on the project • Managing a team of 25 members • Lead a team to meet business objectives as required by the agreed SLA • Ensure compliance with all regulatory requirements and policies • Effective Communication with the client, vendors, stakeholders as a DAY-TO-DAY responsibility • Track metrics for performance measurement, service levels and monitoring key triggers for early warning signals • Build and maintain effective communication channels between the client and the stakeholders • Drive initiatives to enhance Client experience and improve operating efficiency, productivity and process improvements by actively identifying opportunities • Ensure day to day operations are performed and SLAs are met as per agreed for all businesses. • Timely and accurate processing and customer resolution • Timely escalation on incomplete/delayed processing • Strong communication and decision making skills • Ability to manage diverse teams, conflict management • Ability to work under pressure of tight deadlines • Conduct interviews to recruit new team members • Conduct performance reviews and annual appraisals based on the defined KRA’s • Motivating associates through effective management, career development & implementation of reporting mechanisms. • Experience in defining KPI, SLAs, Reporting, Escalation and Notification procedures • Develop service improvement plans to mitigate customer concerns as highlighted during monthly business review meeting, CSAT (customer satisfaction) surveys or during regular incident interactions

• Team Lead

  • Apr 2015 - Jun 2016

  • Providing 24*7 support for all applications managed within CDIS • Managing the Quality monitoring focus on reducing errors & TAT • Preparing the reports for the management review & meeting the SLAs on time & Escalation management • Maintaining professional and technical knowledge, and accomplishing organization goals • Interacting with the clients in a day to day updates about the product or process • Responsible for Operational Management i.e. managing the floor, adherence to… Show more • Providing 24*7 support for all applications managed within CDIS • Managing the Quality monitoring focus on reducing errors & TAT • Preparing the reports for the management review & meeting the SLAs on time & Escalation management • Maintaining professional and technical knowledge, and accomplishing organization goals • Interacting with the clients in a day to day updates about the product or process • Responsible for Operational Management i.e. managing the floor, adherence to schedule, managing team leaves, Roster management • Communicating clearly and distinctly to ensure the right message in conveyed to stakeholders at all times • Understanding customer requirements and reproduce the problem as reported by user. • Provide inputs or help in creation of risk, issue list, progress reports and other documentation required to carry out Functional Support activities. • Maintaining high productivity and continuously striving to improve the quality of deliverables. • Create tickets for incidents, service requests and problems based on input received after adequate validation. • Reviewing all Incident Operating Procedure (IOP), Standard Operating Procedure (SOP) & Service Catalog and ensure adherence to these on a continuous basis. • Maintain the service catalogues and keep them up to date. • Monitor all closed tickets once appropriate input is received on actions taken by respective team • Manage high severity incidents, problems based on the process defined. • Always alert to any failure notices or alerts that are generated from monitoring tools, perform sanity checks and raise a ticket if appropriate. • Creating pre-defined reports (RFC, daily status, client report) at agreed intervals. • Create sites in EPiServer CMS 5, 6, 7 • Set access to editors • Set up CDN for sites • Create Google Analytic for site • Setting Google search for site

• Problem Manager

  • Jan 2010 - Mar 2015

  Mumbai Area, India • Identifying Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues. • Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels. • Providing and validating Problem resolution adhoc status reports as requested. • Handling day-to-day Problem issues and escalating to… Show more • Identifying Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues. • Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels. • Providing and validating Problem resolution adhoc status reports as requested. • Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met. • Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off. • Closing any associated Problem Investigations and ensuring adequate documentation of the resolution. • Implement a mechanism to record Known Errors within the account and the associated workarounds. • Facilitate between Resolver groups, customers, and 3rd parties as required. • Engage with support groups to arrange for and schedule resources / actions, co-ordinate the investigation and solutioning of Known Errors, so that proposals can be made with the options available. • Agreeing closure of Problem Investigations. • Create awareness campaign amongst IT staff about problem Management. Monitoring regular Problem measurements e.g. KPIs, Ensure that key Knowledge is passed from the Problem Management process out into other processes.

• Incident Manager

  • Sep 2008 - Dec 2009

  Mumbai Area, India • Provided 24*7 support for all Sony Mobile applications managed within CDIS • Ensure ownerships of all the incidents including high severity cases. • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements. • Responsible for effectively communicating with stakeholders in all layers within the organization, both verbal and written. • Manage and update Service… Show more • Provided 24*7 support for all Sony Mobile applications managed within CDIS • Ensure ownerships of all the incidents including high severity cases. • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements. • Responsible for effectively communicating with stakeholders in all layers within the organization, both verbal and written. • Manage and update Service Catalogue and documenting other internal processes. • Ensuring that all IT teams follow the incident management process for every incident. • Monitoring the effectiveness of incident management and making recommendations for improvement. • Notifying all the stakeholders about the change or downtime window. • Working as a Single point of Contact between end users, stakeholders, internal technical team, other teams across geographies and the vendors; overall responsible for the resolution of issues. • Solely responsible for end to end process handling during major incidents. • Work closely with Problem management for RCA capture, trend analysis, IT availability, and with Change Management for raising RFC, participant in CAB meetings (whenever needed). • Conduct meeting with the Problem Manager & Change Manager whenever required. • Conducting process awareness sessions and quarterly audits to ensure the that all the teams are aware of the process. • Extraction of data and ensuring that KPIs are updated each month. • Performing client presentation during the client visit.



Datamatics Technologies Ltd

• Data Analyst

  • Apr 2006 - Aug 2008

  • Client Communication. • Training New Recruits. • Resolve & Respond to the client queries. • Solving internal technical & project related queries. • Conversion Instructions Modification. • Conversion Instructions Revision. • Quality checkouts assigned for databases. • Preparation of Status reports and Invoices using MS-Excel.



CMA CGM GLOBAL (INDIA) PVT. LTD

• Export Assistant

  • May 2005 - Apr 2006

  • Preparing manifest for containers loaded on particular vessel and dispatching documents to the port of discharge through EDI station. • Following client for sending advance bills of lading or advance cargo declaration for Indamex trade. • Receiving the documents & sending the hold messages from branch office, Ahmadabad, Jaipur, Jodhpur, New Delhi. • Preparing cargo invoice copies for the containers loaded on vessel.