Manager - IT Infrastructure Operations & Service Delivery
Cognizant
Total years of experience :14 years, 0 Months
Ensure Dashboards, Management & Status Reports are circulated with relevant stakeholders at agreed intervals.
Manage End to End Service Delivery by acting as SPOC for Project.
Devise Corrective & Preventive actions for any SLA & OLA Breaches, Near Misses & Client Escalations.
Integrate Service Mgmt. into Service Delivery to effectively leverage their specialist capabilities (E.g., Incident Management, Problem Management, Change Management, etc.)
Manage defined Processes & Risks with respect to Organization & Client.
Coordinate with onsite & offshore teams.
Measure service performance through defined Metrics & KPIs.
Participate in Audits & Track Action Items, Governance Meetings, Project Issues & Improvement Opportunities, Client Round Table Discussions, PMR & Service Performance Review Meeting to ensure availability of relevant performance data & provide inputs during Solution Development Activities, Build relationships with Line Managers or Portfolio Owners in Client Organizations.
Coordinate & Test Service Continuity Plan periodically.
Timely resolution of all Client Requests & Escalations.
Liaise with Academy for Project Level Training needs & ensure training plans are made available based on skillset needs.
Drive Performance Mgmt. Process for Project (Goal Settings, Appraisals, Promotions, PIP, Billing & Invoicing, Reimbursements, Resource Availability, Periodic Skill Assessment, & Adherence to Training / learning plans)
Manage Onboarding, New Hires, Forecast & Manage Staffing Requirements related to Asset & Access, Key Calendar of Events of Project.
Manage conflicts within team, organize team building exercises, continuously mentorship & have succession plan for key roles.
Adhere Organization’s Policies & Procedures.
Adopt, Implement, Replicate & Share best practices in SBU & Org. & Leverage Org. Assets for benefit of project by taking initiatives & Drive Continual Service Improvement Program.
Anticipate issues & needs of client for project & address them proactively to achieve CSS targets.
Responsible for defining and running established IT Governance Process and maturing the organization in the area over time by researching & implementing industry best practices to make sure IT investments are in line with the business strategy.
Work together with SMEs, Directors & Functional Managers, IT Managers, Business Relationship Managers to drive through their requests in the Governance Process.
Ensure adherence to defined IT Governance Process.
Education & advice stakeholders and other parties on the process.
Define and regularly report on KPIs to measure the success of IT Governance.
Audit operations of the various IT teams and prepare report on compliance.
Identify gaps and improvement opportunities of the process.
Benchmark IT Governance Practices and make recommendations on their implementation.
Create Templates, Define Requirements for IT tools to support the area.
Advocate IT Governance Principles.
Understand & Embrace the Global Information Technology Strategic Direction.
Ensures incidents reach resolution through IBM Incident Management process.
Management of all incidents that have not been escalated.
Identifies incidents that require movement through the process.
Guarantees any incident has the owner to work upon.
Assesses stalled incidents and takes appropriate action to move them through the process.
Analyzes open incidents for matching symptoms and multiple occurrences.
Makes sure outages are communicated to the end-user & internal information tools.
Tracks cases to ensure timely response within SLA & OLA.
Responsible & Accountable for ensuring contributions towards total customer experience.
Provides communication to the end-user on progress & status of incident “as needed”.
Ensures the status, progress & history of incident is updated & correct for formal non-escalated incidents.
Has the authority to identify the owner for an incident when required.
Responsible for doing various meetings like Governance, Process Violation, Collaboration & SRT meetings, CAB Meetings with customers & suppliers as decision maker with various stakeholders involved.
Manages End to End Problem Management Process to provide RCA/RFO for Incidents.
Pro-active Problem Management by doing Trend Analysis of low severity incidents.
Reviewing RCA received from various support team for any high severity incidents.
Managing of KEDB with proper documentation of workaround and solutions.
Chairing CAB Meeting on weekly basis with client & various support teams.
Handling all types of Change Requests by ensuring End to End Change Management Process follows.
Taking Business Reason/Justification from Client for Expedite CRs raised before the Lead time.
Providing Change Approvals in tool as Change Manager by checking all artifacts attached in tool.
Reviewing all operational activities like creation of Daily, Weekly & Monthly Dashboards for IPC Process.
Presenting proposed improvements of the process to Account Process & Competency Team.
Updating & approving policies for their account.
Reviewing & approving applicable proposed improvement to the process.
Evaluating & approving requests as per agreed standards.
Assist in resolution of process exceptions that arise during normal daily process activities as requested.
Monitoring regular process measurements.
Address & analyze negative trends that impact effectiveness or efficiency of the IPC processes.
Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions.
Ensures incidents reach resolution through the Ericsson Incident Management Process.
Management of all incidents that have not been escalated.
Identifies incidents that require movement through the process.
Guarantees any incident has the owner to work upon.
Assesses stalled incidents and takes appropriate action to move them through the process.
Analyzes open incidents for matching symptoms and multiple occurrences.
Makes sure outages are communicated to the end-user & internal information tools.
Tracks cases to ensure timely response within SLA & OLA.
Responsible & Accountable for ensuring contributions towards total customer experience.
Provides communication to the end-user on progress & status of incident “as needed”.
Ensures the status, progress & history of incident is updated & correct for formal non-escalated incidents.
Has the authority to identify the owner for an incident when required.
Responsible for doing various meetings like Governance, Process Violation, Collaboration & SRT meetings with suppliers as decision maker with various stakeholders involved.
Responsible for fetching various reports from SAP - Business Object Tool (SAP-BO).
Alert Monitoring (Event Management - ITSM)
Service Request Fulfillment
Service Desk Management
Incident Management
Problem Management
Change Management
Service Restoration Call Management
CAB & E-CAB Meeting Management
Governance Meetings
Supplier Meetings
Service Reporting Preparation & Management
Command Management
Co-ordination with different technical teams
Protocol Stack Development for 2G & 3G Mobile Technologies using programming languages like C, C++, Data Structure through C++ and Inter Process Communication (IPC) on UNIX / LINUX Platform.
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