Unit Manager
Mphasis
Total years of experience :17 years, 5 Months
JOB PROFILE:
Operation manager for leveraged teams of Technical Experts supporting Onshore/offshore+ highly esteemed clients, including AMS/APAC/EMEA region based clients. Providing enterprise infrastructure and application support services as well as the design, architecture and solution provider for enterprise AD & Messaging services.
ROLES & RESPONSIBILITIES
Achieve, and maintain SLAs of our clients in for the total of all the accounts supported.
Running internal change management process for big impact changes for all supported service line.
Build standard repeatable, reliable and consistent processes and procedures for Service Delivery.
Establish operations maturity such that there are no escalations related to skill, process, and technology issues.
Ensuring completion of the work within defined time frame, with assigned resources and budget.
Explore improvement opportunities to exploit existing infrastructure. Has provided many
Feedbacks and improvement areas in multiple area like Hiring, Transition, Operations to increase efficiency and customer satisfaction.
Enhancing relationships and contacts within the business to enable continuous improvement.
Automated various manual processes, ensuring optimum utilization of available resources and operational efficiency.
Follow best practice of ITIL frameworks and align IT operations to achieve structured methodology and to drive Projects
Planning and deploying transition Framework, based on Due diligence, KT, Risk, Mitigation, Shadowing, Cutover & SIP
Responsible for publishing regular scorecard on BAU Projects, infrastructure availability, business impacting incidents and team performance on all India basis.
Make sure that the account supported is green in and customer Voice & Expectation is met.
Responsible for preparing Monthly Dashboard/resource capacity/effort spent on projects, deriving effort calculation/Shift Rota/ monthly issue & risk tracker
Responsible for updating quarterly SIP and innovations/Audit reports
Lead SPOC for Leveraged projects thrice for QMS internal Audit and one External Audit
Client Satisfaction
Interact with clients to ensure continuous customer satisfaction and ongoing improvement in delivery.
Implement measurements and actions that improve cost and quality.
Establish strategic relationships with key stake holders & Vendor management.
People Management Responsibilities
Model a leadership style that drives innovation and growth and demonstrates behaviors consistent with Mphasis's Values.
Mentor Technical Leaders as per Mphasis mentoring process.
Skill gap analysis of technical resources and providing those required trainings as and when required.
Develop growth market skills,
Ensure that there is regular calendared One on One with critical Technical Leaders. Track the feedback and closure of queries and actions
Create and implement a method of hiring, developing technical leaders within the Service Lines
Completed 3 years Diploma in Electronics & Communication Engg with 81% (first Class)