Experience

• 

  Microland Limited

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

  • Director - Service Delivery

    • Jul 2022 - Present

     Managing a team of Engineers/specialists/Team Leads/Delivery Manages who remotely manage worldwide IT Infrastructure and actively engaged in migration activities (WAN Network /VPN /Firewall /Load Balancer/Voice / E-mail / Mobility Infrastructure) 24/7 located Globally.  Collaborate with cross-functional teams to align customer needs and operation objectives to meet business & contractual goals.  Interpret customer insights to drive change in services and act as voice of customer to enhance support standards.  Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.  Lead and Facilitate Half-yearly and Annual NPS / CSAT survey to showcase Customer Satisfaction scores and make recommendations to process changes as necessary.  Accountable for reviewing vendor contracts and follow-up on maintenance agreements.  Team building, team management, Performance Reviews, Customer management, SLA management.  Talent management and Improvement.  Identify the bottlenecks and improvise on the pitfalls by analysing BPMS reports.  “Microland Sakichi Toyoda Award” for the Best Delivery Operations team of the year (2021).

  • Associate Director Of Operations

    • Jul 2018 - Jun 2022

  • Senior Service Delivery Manager

    • Jan 2016 - Jul 2018

  • Service Delivery Manager

    • Jul 2014 - Jan 2016

  • Assoc. Mgr - Service Delivery

    • Jul 2012 - Jul 2014

    Managed all productivity operations, including final deliverables strategy, maintenance agreements, and vendor contracts. Coached a direct team of 25 staff, including team leads, subject matter experts, and engineers. Developed succession plans for critical project roles and conducted half-yearly and annual performance reviews.  Spearheaded the data-centre environments with 24/7 support and coordinated with internal IT teams, partners & Vendors when necessary.  Analyse trends and automate efforts to reduce human dependency, there-by improving performance, CSAT, and program profitability.  Analysed critical incident events, providing expert inputs to quickly resolve problems and improve processes. Guided the telecom outage management flows with Level III support, to escalate all system issues and outages, approving Emergency Change Requests, and performing root cause analyses.  Consistently evaluate timely delivery of project and agreed SLAs & Milestones and make required modifications  Generated all profit and loss, operational, and account reporting, and performed regular audits to always guarantee accuracy.  Maintained positive vendor experiences, actioning fault tickets and ensuring all internal SLAs are met  Spearheaded and introduced multiple initiatives resulting in productivity improvements via process simplifications, optimization, and automation.  Act on critical alerts associated with Data-Center environments and ensure in notifying respective teams to perform off-hour equipment reboots and diagnosis.  Resource planning and allocation  Responsible for auditing and documenting existing infrastructure support information.  Responsible for ongoing co-ordination and communication with the Process owners.  Problem Analysis of Major Incidents and providing key inputs to the Problem Management Team.

  • Consultant - Process

    • Jul 2010 - Jul 2012

  • SPE - Incident

    • Oct 2009 - Jul 2010

  • Program Leader

    • May 2007 - Oct 2009

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  Mphasis Bpo Services Limited

  • Mangalore Area, India

  • Unit Manager

    • Oct 2005 - May 2007
    • Mangalore Area, India

     Handling a Team of 25 - 30 CSE’s (Customer Service Executives).  Conducting daily briefing and debriefs on days performance and review any new updates.  Generating reports for effective MIS.  Responsible for live call coaching, continuous feedback on issues relating to product knowledge, and...

• 

  Client Logic ( Cli3l E-services Limited )

  • India
  • Consumer Services
  • 1 - 100 Employee

  • Technical Product Support Specialist

    • Jul 2003 - Oct 2005
    • Bangalore

    Client – British Telecom  Handling a Team of 15 - 20 TSR’s (Technical Support Representative).  Conducting daily debriefs on days performance and review any new updates  Responsible for live call coaching, continuous feedback on issues relating to product knowledge, and soft skills.  Maintain...

• 

  Manipal Informatics (A division of Manipal pres...

  • Manipal, Karnataka, India

  • Senior International Tele Marketing Executive

    • May 2002 - Jun 2003
    • Manipal, Karnataka, India

     Marketing various products to US Clientele.  Meeting the daily S.P.H. required depending upon the campaign.  Worked for different campaigns (B2B and B2C).  Part of the Core Team.

• 

  ADVANCED FINANCIAL SERVICES Pvt. Ltd., a KARVY ...

  • Mangalore, Karnataka, India

  • Marketing Executive

    • Sep 2001 - Apr 2002
    • Mangalore, Karnataka, India

     Marketing various Financial Products.  Insurance Advisory Services.  Tax Advisory Services.  Arrange Seminars and Presentations for various Corporate Offices.