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Jay Pandya, Delivery Director

Jay Pandya

Delivery Director·NTT DATA SERVICES

India

Higher diploma, Leadership and Management

Work experience

Total years of experience: 26 years, 6 months

Delivery Director

February 2017 - Present

NTT DATA SERVICES

Bengaluru, India

February 2017 - Present

Multiple Domain (Global Role) and USA
Managed the transition and delivery of OSS ASM Account of multimillion dollar with team size of 150+ people (Applications, Infra,
Service Level Management support Staff) -
Defined the operations strategy to meet business objectives, driving strategic initiatives including restructure and transformation
initiatives, preparation of annual operations plan, budgeting, managing P&L costs and contribution margin.
Introduced self-care portal for common service request quick resolution and trained all stakeholders. 80% of the Service Request and
Incident count drop by focusing each stage of Technical and Business process automation, preventing reoccurrence by splitting efforts
into short/long-term problem management.
Executed application operation support with 25 FTEs from 75 FTEs by restructured teams, build skillsets to meet business objectives
and individuals goals. Implemented continuous process improvement initiatives, providing quality assurance for the Project
documents and client deliverables / engagement, including with the knowledge of central repository which helped to improve NPS.
Implemented analytic tools and published real time dashboard for leadership team to know the Service Request trend, Product /
Service in demand, future capacity planning and budgeting.
Headed IMS practice - Managed various automation initiatives across the accounts, oversees the integration of all service delivery units
and inter-working of the whole ‘virtual’ service team, including other VIRTUSA service partners and suppliers to ensure a seamless end-
to-end delivery of service for clients
Company industry:
IT Services
Job role:
Management

Associate Director - Delivery

October 2015 - February 2017

VIRTUSAPOLARIS CONSULTING SERVICES PVT LTD

Bengaluru, India

October 2015 - February 2017

Managed the transition and delivery of OSS ASM Account of multimillion dollar with team size of 150+ people (Applications, Infra,
Service Level Management support Staff) -
Defined the operations strategy to meet business objectives, driving strategic initiatives including restructure and transformation
initiatives, preparation of annual operations plan, budgeting, managing P&L costs and contribution margin.
Introduced self-care portal for common service request quick resolution and trained all stakeholders. 80% of the Service Request and
Incident count drop by focusing each stage of Technical and Business process automation, preventing reoccurrence by splitting efforts
into short/long-term problem management.
Executed application operation support with 25 FTEs from 75 FTEs by restructured teams, build skillsets to meet business objectives
and individuals goals. Implemented continuous process improvement initiatives, providing quality assurance for the Project
documents and client deliverables / engagement, including with the knowledge of central repository which helped to improve NPS.
Implemented analytic tools and published real time dashboard for leadership team to know the Service Request trend, Product /
Service in demand, future capacity planning and budgeting.
Headed IMS practice - Managed various automation initiatives across the accounts, oversees the integration of all service delivery units
and inter-working of the whole ‘virtual’ service team, including other VIRTUSA service partners and suppliers to ensure a seamless endto-
end delivery of service for clients.
Company industry:
IT Services
Job role:
Information Technology

Sr. Technical Services Manager

December 2012 - October 2015

IBM India Pvt. Ltd.

Bengaluru, India

December 2012 - October 2015

Led and motivated the team of 125+ direct / indirect reportee supporting various Infrastructure Technologies, Service Desk and Service
Delivery Managers to ensure smooth day to day operation and service delivery.
Governed multiple geo team on Transition / Transformation issues, Service delivery performance and SLA attainability, Service quality
and audit readiness.
Executed Client feedback and satisfaction assessment on a regular basis to identify areas of improvement and drives service
excellence.
Core member of Applications and Infrastructure transformation team - worked with customer and internal support team to identify,
merge and migrate around 20% of legacy applications and out dated not supported infrastructure, which helped us to manage Risk,
use of robust tools / technological platforms to support customer environment and best service solution.
Achieved 80% of Alerts count reduction from 5200/day to 1000/day and SR Backlog reduction from 1200/day to 300/day by working
with all stakeholders. 100% SLA achievement & Service absolutely green across all my towers.
Partnered with Mediation, Billing, CRM, RAFMS application team to tune databases queries and automate reports which saved lots of
time, system resources and won customer satisfaction by publishing real time dashboard
Company industry:
IT Services
Job role:
Information Technology

Sr. Data Center Leader -Telecommunication and EMEA

April 2009 - November 2012

Mobily InfoTech Pvt. Ltd

Bengaluru, India

April 2009 - November 2012

Managed offshore Data Centre teams in all aspects of Resource Planning, Coordination / Liaison with Human Resource Management,
Finance, and Recruitment also functionally led Global DBA team (India, KSA) supporting Mobily Applications.
Partnered with Business / Application owners - Understand the Government rules / Compliance requirement and Established Data
archiving and purging policy for historical data, reorganized data storage and release around 75 TB space for reuse and save cost.
Implemented round the clock Service Management Function and L1 Support Team for Infrastructure Tower by providing Technical /
Functional, Process and Quality trainings at offshore.
Designed and published service management daily Dashboard and reports for Senior Leadership and Client.
Setup and successfully tested BCP / DR using various scenarios for all Business Critical Applications and associated infrastructure to
meet agreed OLSs / SLAs and uninterrupted efficient support.
Company industry:
Telecommunications
Job role:
Information Technology

DBA Tech Lead

December 2006 - March 2009

Cibersites India Pvt Ltd.

Bengaluru, India

December 2006 - March 2009

Company industry:
IT Services
Job role:
Information Technology

Sr. Oracle DBA

July 2006 - December 2006

Aarman Software Pvt. Ltd

July 2006 - December 2006

Job role:
Information Technology

Sr. DBA & ETL Administrator

November 2005 - July 2006

Datamatics Ltd.

Bengaluru, India

November 2005 - July 2006

Company industry:
IT Services
Job role:
Information Technology

Program Manager

September 2003 - November 2005

Allied Digital Services Pvt. Ltd.

Ahmedabad, India

September 2003 - November 2005

Company industry:
IT Services
Job role:
Information Technology

Asst. DBA

December 1999 - September 2003

CMC Limited

India

December 1999 - September 2003

Company industry:
IT Services
Job role:
Administration

Education

Indian Institute of Management Kozhikode

January 2015

January 2015

Higher diploma, Leadership and Management

India

Karnataka State Open University

November 2003

November 2003

Master's degree, Information Technology

India

Saurashtra University

September 1999

September 1999

Higher diploma, Computer Applications

India

Saurashtra University

March 1998

March 1998

Bachelor's degree, Computer Applications

India

. (

Skills

Leadership
Expert
Leadership
Expert
Business Growth
Expert
Business Growth
Expert
IT Infrastructure
Expert
IT Infrastructure
Expert
Customer Experience Improvement
Expert
Customer Experience Improvement
Expert
Service Delivery
Expert
Service Delivery
Expert
ASM
Expert
ASM
Expert
AUTOMATION
Expert
AUTOMATION
Expert
BUDGETING
Expert
BUDGETING
Expert
BUSINESS PROCESS
Expert
BUSINESS PROCESS
Expert
CAPACITY PLANNING
Expert
CAPACITY PLANNING
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
DELIVERY
Expert
DELIVERY
Expert
DRIVING
Expert
DRIVING
Expert
IMS
Expert
IMS
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert