Jonathan Sustal
Service Delivery Manager at Blenheim Chalcot- Claim this Profile
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English -
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Hindi -
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Marathi -
Topline Score
Bio
Credentials
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ITIL Foundation 2011
PeopleCertMar, 2018- Nov, 2024 -
AWS Certified Solutions Architect - Associate
Amazon Web Services (AWS)Nov, 2019- Nov, 2024 -
CCNA
Cisco
Experience
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Blenheim Chalcot
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United Kingdom
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Venture Capital and Private Equity Principals
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100 - 200 Employee
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Service Delivery Manager
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Jan 2023 - Present
- Delivering end-to-end services & account management - Implementing continuous improvement initiatives to raise service efficiencies and effectiveness - Strategizing and implement engagement models, capacity building vis-à-vis organization /service objectives - Contributing to increasing depth and breadth of service growth across BC portfolios - Designing & implementing business continuity measures across service delivery - Bringing in best practices and standard processes in all areas of service delivery - Establishing and executing governance cadences at all levels of service delivery (internal & external) - Tracking, measuring, and reporting progress of service outcomes vis-à-vis agreed objectives - Steering performance reviews, career progressing & upskilling initiatives across delivery teams Show less
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Birlasoft
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India
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IT Services and IT Consulting
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700 & Above Employee
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Project Manager - Networks
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May 2022 - Jan 2023
Project Manager - Networks - Birlasoft Ltd. Project Manager - Networks - Birlasoft Ltd.
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Anunta
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India
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IT Services and IT Consulting
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500 - 600 Employee
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Assistant Manager - Technology
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May 2014 - Jun 2022
• Creating and sustaining a dynamic environment that fosters the development opportunities and motivates the high performance amongst the team of L1, L2 & L3 Engineers • Developing project baselines and controlling them with respect to resource deployment, time overruns and quality compliance to ensure satisfactory execution of projects • Collaborating with stakeholders while keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables • Organizing/ participating project review meetings for evaluating project progress & de-bottlenecking • Performing as SPOC for multiple clients for WAN Link Incidents, Requests & Projects • Contributing towards: o Internal, Client & ISP Review Meetings o Internal & External audits • Suggesting: o Service Improvements / Innovations with Cost Effectiveness o New Processes and Procedures in the Operations • Monitoring efficiently to achieve SLA agreed with Client • Managing roster, leaves, appraisals and so on of L1 & L2 Engineers • Directing WAN Projects (New Links, Bandwidth Upgrades, Last Mile Shifting, Feasibility Requests) Planned, Implemented & Executed • Instituting Vendor Billing verification & service credit calculations • Supervising new staffing requirements & recruitments within the team • Tracking of SLA performance, Productivity and KPI’s • Maintenance, timely review and approval of all Procedure documents, Process documents, SOPs, Roles & responsibilities and other Technical documents • Working on Best ITIL Processes wiz. Incident Management, Service Request Management, Change Management, Problem Management, Vendor Management while delivering agreed services. Show less
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Team Computers
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India
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IT Services and IT Consulting
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700 & Above Employee
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Account Manager - Infrastructure Management Services
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Oct 2011 - Feb 2013
• Performed as Relationship / Account Manager for multiple clients (40 nos.) across PAN India • Ensured effective maintenance of healthy business relationship with the clients • Engaged in: o Scheduling & attending internal & client review meetings o Getting New Business from Existing / New Clients & Maintaining P&L • Bridging between client and internal service delivery team • Made sure all existing contracts (AMC, AMS, SAS, FMS) are renewed with profits • Liaised with: o Clients on outstanding payments o Vendor for PO Generation & Billing • Monitored roster, leaves, appraisals, backup engineer arrangements, and so on of all Engineers across PAN India • Supervised a team of 100 Resident Engineers Show less
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NetConnectGlobal
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India
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IT Services and IT Consulting
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700 & Above Employee
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Project Lead / Team Lead
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Feb 2010 - Jun 2011
- SPOC for Client for all the IT Related Queries & Concerns - Responsible for IT Service Delivery and Achieving CSat - Ensuring SLA Compliance as per Defined & Agreed SLA - Performing active role in Incident Management, Problem Management, Change Management and Release Management. - Managing critical customer interactions, Conference Calls, Bridges, Ensuring escalation are triggered on time and to required Stakeholders - Ensuring Follow-up with vendors to provide RCA’s for major system issues - Policy management for Antivirus, Internet access, systems backup, systems security and data security. - Preparing Daily, Weekly & Monthly Dashboards as defined - Handling Projects as per requirement of Client - Face Internal & Client Review Meetings - Managing Roster, Leaves, Appraisals, Backup Engineer arrangements, etc. of all Team Members - Performance Monitoring, Grooming & Mentoring Team Members - Handle new staffing requirements and recruitment at various levels including different skill sets Show less
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Firstsource
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India
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Network Engineer
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Jan 2009 - Feb 2010
- Handling Network Operations of over 16 Firstsource centers across the world - Installation, configuration and maintenance of Cisco, Nortel & Checkpoint Firewalls, Switches & Routers - Preparing Daily and Weekly Uptime reports. - Maintaining Credentials and other Configurations as per Compliance. - Network Devices Configuration Backup and Restoration - Coordinating with the vendors for the hardware failures. - Suggesting new technologies - Managing critical customer interactions, Conference Calls, P1 Bridges, Ensuring escalations are triggered on time and to the appropriate personnel. - Updating and Maintaining CMDB & KB - Worked on Checkpoint Firewalls. (Installation, Upgrade and Troubleshooting). - Worked on the troubleshooting of MPLS, P2P links and BGP. Show less
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IBM
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Site Incharge
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Sep 2008 - Oct 2008
- SPOC for Client for all the IT Related Queries & Concerns - Responsible for IT Service Delivery and Achieving CSat - Ensuring SLA Compliance as per Defined & Agreed SLA - Performing active role in Incident Management, Problem Management, Change Management and Release Management. - Managing critical customer interactions, Conference Calls, Bridges, Ensuring escalation are triggered on time and to required Stakeholders - Ensuring Follow-up with vendors to provide RCA’s for major system issues - Policy management for Antivirus, Internet access, systems backup, systems security and data security. - Preparing Daily, Weekly & Monthly Dashboards as defined - Handling Projects as per requirement of Client - Face Internal & Client Review Meetings - Managing Roster, Leaves, Appraisals, Backup Engineer arrangements, etc. of all Team Members - Performance Monitoring, Grooming & Mentoring Team Members - Handle new staffing requirements and recruitment at various levels including different skill sets Show less
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Microland Limited
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India
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IT Services and IT Consulting
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700 & Above Employee
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Shift Incharge
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Dec 2006 - Aug 2008
- Desktop & Laptop Hardware, OS & Software - Handling System & Networking Issues - Troubleshooting Avaya IP agent, Citrix Applications, IP Phones, Blackberry Phones - Configuring and troubleshooting MS Office Applications - Vendor Management and Asset Management - Rolling out OS Images on desktops through Symantec Ghost, configuring into domain. - To keep track on ongoing virus activities and protection methods available for the same. Also responsible for updating of critical patches and fixes provided by Microsoft and Antivirus Companies. Show less
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Education
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Arunachal university
Bachelor of Commerce - BCom -
2001 - 2004
Bhausaheb Vartak Plytechnic
Diploma in Production Technology, Production Engineering -
1994 - 2000
St. Augustine High School
SSC, MSBE
Community
