Experience

BayOne Solutions

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• VP, Solutions

  • Oct 2023 - Present



HCLTech

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

• Senior Regional Director

  • Apr 2022 - Oct 2023

  United States Led a team of 70+ professionals responsible for developing & supporting Asana’s IT Applications and driving program management function to meet customer’s business goals & objectives. • Conceptualized & led the implementation of Asana on Asana ITSM capability initiative which improved our SLA adherence by more than 20% and reduced manual efforts by 30% for report generation • Led implementation of multiple use cases for RPA development using AutomationAnywhere resulting in more than 100K… Show more Led a team of 70+ professionals responsible for developing & supporting Asana’s IT Applications and driving program management function to meet customer’s business goals & objectives. • Conceptualized & led the implementation of Asana on Asana ITSM capability initiative which improved our SLA adherence by more than 20% and reduced manual efforts by 30% for report generation • Led implementation of multiple use cases for RPA development using AutomationAnywhere resulting in more than 100K annual savings for the customer • Effectively managed Looker to Tableau migration program to consolidate the dashboards & reports providing single pane to the customers for their data needs and helping organization save licensing cost • Focused on business objectives and tracked progress to ensure project milestones were zero variance on cost & time • Spearheaded the implementation QA Automation framework to improve overall efficiency and ensure release quality • Partnered with stakeholders & collaborated with cross-functional teams to create and maintain clear, concise program plans and develop key performance indicators (KPIs) for driving and measuring program success • Status updates through weekly, monthly reports (metrics presentation – team velocity, burn charts), identifying & mitigating risks • Presenting QBR to executive leadership Show less



Infosys

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

• Senior Manager - client services

  • Oct 2020 - Apr 2022

  Responsible for leading & growing business operation portfolios (Supply Chain Ops, CPS & Finance) for our customer Cisco. Key activities included – • Developed & delivered accounts plans at the CXO level. Executed the approved plan to surpass the set targets • Growth strategy for USD 28M+ portfolio. Enhanced service offerings for CPS, FinBiz & Supply Chain portfolios and delivered 15% Y-o-Y revenue growth • Identified opportunities & prepared pursuit plans for NN areas. Prepared & won… Show more Responsible for leading & growing business operation portfolios (Supply Chain Ops, CPS & Finance) for our customer Cisco. Key activities included – • Developed & delivered accounts plans at the CXO level. Executed the approved plan to surpass the set targets • Growth strategy for USD 28M+ portfolio. Enhanced service offerings for CPS, FinBiz & Supply Chain portfolios and delivered 15% Y-o-Y revenue growth • Identified opportunities & prepared pursuit plans for NN areas. Prepared & won value driven proposal solution. Closed multiple deals including a $1M deal with a shortest cycle time of 1 week & $20M TCV deal in an unchartered licensing area Show less



Zensar Technologies

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

• Service Delivery Manager

  • Jul 2016 - Sep 2020

  For Zensar’s customer, Cisco Systems, I managed service delivery for e-commerce programs, service & contract renewal programs. Identified business KPIs and ensured successful delivery with high customer satisfaction. Delivered capabilities for business operations, cross leveraging resources across programs and creating SMEs for various functional areas. Identified & implemented robust processes for governance and project execution. • Created service delivery plan to provide Asset Management… Show more For Zensar’s customer, Cisco Systems, I managed service delivery for e-commerce programs, service & contract renewal programs. Identified business KPIs and ensured successful delivery with high customer satisfaction. Delivered capabilities for business operations, cross leveraging resources across programs and creating SMEs for various functional areas. Identified & implemented robust processes for governance and project execution. • Created service delivery plan to provide Asset Management service to 1000+ customers across the globe • Identified key business metrics to gauge program value and customer satisfaction. Key metrics included – IB sign-off % (50% increase), IB alignment % (19% increase), Contract consolidation rate (increased to 80%), Site Consolidation rate (92%), account health index • Operational excellence through various automation opportunities, consistent & standardized processes. Implemented SMARTOps framework to achieve 20% cost optimization & efficiency gains • Collaborated with cross functional teams and stakeholders to get agreement on program schedules and provide program visibility through regular updates • Successful delivery of identified business metrics through well-defined processes, program governance and dashboards. • Conceptualized & developed AMI dashboard, providing insights for identified business KPIs to 250+ customer engagement agents • Presented regular updates to executive leadership through QBRs & Monthly newsletters

• Operations Manager

  • Jul 2012 - Jun 2016

  San Francisco Bay Area Led delivery & client relationship for 25M+ IT Ops portfolio for our marquee customer - Cisco. Trusted advisor for the customers to ideate ops excellence & CX strategy. During my tenure in this role, I • Managed $25M+ IT Ops portfolio providing cost optimization year over year • Established new rapid response support model to ensure faster adoption to Cisco’s key go-to-market platforms and tools • Delivered identified performance KPIs & business outcomes • Strategized and… Show more Led delivery & client relationship for 25M+ IT Ops portfolio for our marquee customer - Cisco. Trusted advisor for the customers to ideate ops excellence & CX strategy. During my tenure in this role, I • Managed $25M+ IT Ops portfolio providing cost optimization year over year • Established new rapid response support model to ensure faster adoption to Cisco’s key go-to-market platforms and tools • Delivered identified performance KPIs & business outcomes • Strategized and transitioned multi-million dollar programs • Implemented SMARTOps framework resulting in improved CSAT score (4.8) & 25% cost savings • Managed global delivery model with teams spread across multiple geographies

• Sr Program Manager

  • Jul 2009 - Jun 2012

  Pune, India • Single handedly and independently set up the offshore development center for NEC, America • Responsible for P&L for NEC ODC, XTime engagement • Led the growth strategies for NEC account, 25% YoY growth for 2 consecutive years • Managing offshore deliveries for multiple engagements providing different service lines viz. production support (IT Ops), testing & maintenance. Built in-house SAP technology capabilities • Engagement management by metrics and control through process… Show more • Single handedly and independently set up the offshore development center for NEC, America • Responsible for P&L for NEC ODC, XTime engagement • Led the growth strategies for NEC account, 25% YoY growth for 2 consecutive years • Managing offshore deliveries for multiple engagements providing different service lines viz. production support (IT Ops), testing & maintenance. Built in-house SAP technology capabilities • Engagement management by metrics and control through process governance • Focus on identifying initiatives and providing value adds to clients to help improve customer satisfaction • Responsible for the deliveries of this account in diversified technical areas and various service offerings • Resource management (team size 110+) by way of career planning, training & mentoring

• Program Manager

  • Aug 1994 - Jun 2009

  Pune, India • Responsible and accountable for deliveries in multiple customer engagements with a team size of 70+. Team growth from 5 to 70 within 3 years. • Client relationship management (expectations, communications, negotiations, escalation, feedback, etc.) • Diversified projects including Development, Support and Maintenance • Driving strategy, building profitable, long term relationships with customers, ensuring customer satisfaction and managing customer escalations • Providing support… Show more • Responsible and accountable for deliveries in multiple customer engagements with a team size of 70+. Team growth from 5 to 70 within 3 years. • Client relationship management (expectations, communications, negotiations, escalation, feedback, etc.) • Diversified projects including Development, Support and Maintenance • Driving strategy, building profitable, long term relationships with customers, ensuring customer satisfaction and managing customer escalations • Providing support to Account Management team for contract negotiation and preparation of Statement of Work • Direct multiple critical projects, track high-level status and adjust as necessary to meet major milestones • Anticipate and make tradeoffs, balance the business needs with the technical constraints and encourage risk taking behavior to maximize business benefit.