APAC Account manager
A&O Global IT Services
Total years of experience :20 years, 5 months
Manages IT operation for AXA India
Handle CRM portfolio along with IT operation
Manage KPI and SLA
Handles 50 + branches and 50 + members for along with Assistance Manager and SME
I MphasiS, an HP Company Nov 15, 2011 - Till date
(Project Analyst - Project Manager)
Key Responsibilities: * Own the overall Delivery Management and Communications.
* Work together with MphasiS Account Manager and JPMC Engagement Manager as ONE Account Team to provide the best possible service and customer experience to JPMC management and staff
* Own and drive all delivery related issues to resolution by working hand in hand with JPMC Management team
* Working with the Management team, provide adequate planning for resources and infrastructure.
* Act as Manager for all MphasiS IS employees.
* Be the first point of escalation for all issues related to Mphasis IS at JPMC
* Managing the teams, Guide and Mentor the team
* Review the Patch Implementation Schedule with JPMC and Own the schedule
* Work with JPMC Managers to maintain balance between work load and resources
* Conduct Weekly Reviews and publish weekly dashboards
* Tracking Issues/Risks/Challenges and own them till resolution
* Regular Management Activities
* Plan, hire and train resources for various upcoming initiatives and services related activities
* Check point review of daily activities as well as important executions
* Work with hand in hand with JPMC Management team for all in scope activities
* Maintain the Attrition below 10%Identified gaps and published action plan and showed improvement in all areas of team members to meet delivery excellence
* Should be getting more projects (increasing revenue 25% with the previous year)
* Conducting Weekly Meetings with team, customers and publish the MOM and along with action items
II Accenture India Feb 16, 2011 - Aug 01, 2011
( Senior Executive Support Lead and IT Team Lead - India)
Key Responsibilities: * Manage the Team of 15 members spread across different facilities of Bangalore.
* Maintains daily linkage with the key business users to remain in the loop on day-to-day operations issues and status.
* Ensure all the Process is followed
* Ensure all the recovery leakage is eliminated
* Provide SIP for the process and continuous monitor the improvement
* Initiate drives and monitor the progress of the initiative for better customer satisfaction.
* Analyzes tracks and monitors all escalated issues, acts as a resolution owner and ensures that issues are properly resolved. Regular checks for new issues/incidents raised by key business users.
* Achieve Employment Engagement by conducting Weekly and Monthly reviews.
* Identify the underperformer and mentor them to improve the performance.
* Make sure Teams are retained by creating Professional and friendly environment.
* Arranging the Training for the team according to their skill set and aspiration without impact on the operations
* No SLA breach till date since leading the team.
* Set the Performance matrix for team and define the guidelines for handling the Sr. Executive.
* Supports, Mentors and coaches Direct reports to ensure an excellent service is delivered.
* Manage Quality of relationship management delivered through Team to ensure SLAs.
* Provide regular update to the Sr. Management.
* My team is consider as the cream of all the support function as we deal with Highest management (Partners of Accenture) issues, so we are expected to deliver always High Performance.
* Take decision in high stress situation without affecting the SLA and performance of the Process.
* Manage the Cost related to the project and ensure to have 5% more recovery every quarter
* Ensure that we maintain and sustain all the certifications (ISO27K1, ISO20K BS25599)
* Ensured that all the workstations are 100% compliance by designing the well Plan and executing it.
* Run all the HR initiatives and ensure that these initiatives are reached to all the team.
* Have taken Interviews for new hire. Provide the Disaster Recovery protocol for SES process.
* Ensures that the technical knowledgebase and technical documentations are kept current.
* Cross trains the IT organization as needed.
* Provide input for quarterly projection of new hires and workstation refresh
* Weekly performance review of existing IT service delivery, help identify cause of service level misses
* Contribute towards the positive customer satisfaction and customer relationship
* Manage and coordinate problem and change across the delivery organization
II Accenture Philippines April 12, 2010 - Feb 15, 2011
Key Responsibilities (IT Lead - Operations)
* Setup a High Performance team which can support Senior Executives (SE's)
* Monitoring incidents handled by team and ensuring all the incidents are closed within the defined SLA.
* Analyze the daily calls handled by the team and ensure the quality of service given to all SE's.
* Keep track of all calls handled by SES and review and provide periodic SIP.
* Provide the Disaster Recovery protocol for SES process.
* Ensures that the technical knowledgebase and technical documentations are kept current.
* Provide input for quarterly projection of new hires and workstation refresh
* Weekly performance review of existing IT service delivery, help identify cause of service level misses
* Contribute towards the positive customer satisfaction and customer relationship
* Manage and coordinate problem and change across the delivery organization
Key Responsibilities (Transition Manager)
* Single point of contact for offsite operation Manager and onshore operations during process migration
* Identify and manage risks during process transition
* implementing the project plan and monitoring the execution of processes for the location
* Work and remove obstacles if any to process migration and effectively uses the tools and templates for process migration.
* Setup a High Performance team onshore
* Provide Acceptance Testing, Knowledge transfer, Training and Quality Control plans for the team.
* Monitoring incidents handled by team and ensuring all the incidents are closed within the defined SLA.
* Nominate team for the required training to enhance performance.
* Tracks all project-related issues and ensures closure of these issues.
* Maintains daily linkage with the key business project resources to remain in the loop in project issues and status
* Provide technical training required by Philippines team to handle the transition.
III Accenture India Pvt Ltd. Oct 18, 2006 - Apr 10, 2010
(Senior Executive Support Lead)
Key Responsibilities
* Working as a Desktop Support Lead, providing technical support for Senior Executive and Partners of Accenture.
* Worked as POC for configuration of handheld devices like BLACKBERRY, WINDOWS MOBILE and other business phones.
* Implement the Software Installation thru SMS Server.
* Provided END to END solution in resolving all technical related issues for Senior Executive and Partners of Accenture across Accenture India Locations.
* Handled the technical requirement for the Events (Town halls, Leadership meets, client visits / meeting) conducted within and outside the Accenture Premises.
* Pitch in to the escalated incident and provided the smooth operation
* Worked as SPOC for the industry standard internal and external audit conducted.
* Played an important role in localizing of Accenture Standard Images.
* Have hands-on knowledge in setsysp application.
* Have written scripts to ease the process of deploying images on to the Accenture Desktops.
* Have contributed technical write ups for resolving hardcore technical issues on OS and other security application.
* Have conducted Technical trainings in providing Handheld support (Blackberry, Windows Based device, iPhone) and other technical Encryption utility (Pointsec, Bitlocker) across all Accenture India facility thru VC and Classroom session
* Provide technical knowledge in Blackberry Exchange and the Exchange Server for the team.
* Provide Technical expertise in resolving the issue related to OUTLOOK, and other Microsoft application.
* Worked on ITSM tool.
* Ensure Customer satisfaction and have received lot of appreciation and letter of Thanks from the Senior Executive and Partners of Accenture.
* Generates and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systematic improvements to service results.
IV Human Capital Pvt Ltd. Oct 7, 2005 to Oct 17, 2006
For Human Capital worked on their client Place at Accenture India Service Pvt Ltd.
Key Responsibilities: * Provided END to END solution in resolving all technical related issues for Accenture India Locations.
* Provided technical support to the Events conducted within and outside the Accenture Premises.
* Worked as SPOC for the industry standard audit conducted in Accenture.
* Played an important role in localizing of Accenture Standard Images.
* Have hands-on knowledge in setsysp application.
* Have written scripts to ease the process of deploying images on to the Accenture Desktops.
* Have contributed the resolutions of technical bottleneck in the KBASE.
* Have Sound knowledge in resolving the issue related to OUTLOOK, and other Microsoft application.
* Worked on ITSM tool.
* Ensure Customer satisfaction and have received lot of appreciation and letter of Thanks from the Senior Executive and Partners of Accenture.
V BizPivot Software Services Sep 2003 to Sep 2005
(System Administrators)
Key Responsibilities
* Maintained the server and shared drives.
* Regularize the process of data backup.
* Have written the scripts on server management.
* Worked as a part of developing team in developing the projects for schools in US, Car Stations, Emulators, gas stations.
* Have sound knowledge in C/C++, VS6.0, and VS2008.
* Bachelor of Computer Application ( BCA) - Bangalore University - Karnataka - 2000 -2003
* SSLC - 1998 - Karnataka