Senior Manager cloud
LTIMindtree
Total years of experience :18 years, 7 Months
Leading Microsoft Azure Subscription Management Team to 40 to support
APAC, EMEA & NA regions.
Responsible for ensuring the success of customers by effectively managing a
team along with associated support projects and processes.
Career development of individuals, and project management processes.
Be involved in strategic planning to grow the team, run projects of
organizational norms, guide and mentor next cadre of leadership as per
organization values.
Identifying areas of improvement for CPE through quality & process audits,
provide guidelines to PTA.
Driving service excellence to meet customer experience metrics of the project.
Working with key stake holders internally and externally for smooth functioning
of day-to-day operational activities
End to End resource management for hiring the right talent, grooming, and
training them as per Project Requirement.
Handling critical Escalations and mitigating plan to avoid future escalations
through lessons learnt.
Representing LOB in Weekly/Quarterly Business Reviews with Client
Managing the IT Service Desk of 48 Technicians, TL’s, QA, KM, V&A and
Trainer to drive the team to achieve process SLA / SLO - productivity and
quality targets within the agreed timelines with Bottom Quartile management.
Maintaining positive relationships with customers/clients.
Working across all Business Lines at global business units and local IT
Delivery Management team to meet the IT Service needs.
Service Delivery - 3 SLA/ 5 SLO achievement and high level of customer
satisfaction.
Updating contractual documents, SOD’s, Cost case, Internal Control trackers,
Risk logs and OPM’s
Anticipate & plan R2L opportunities for new business & plan in hiring
Organized and facilitate Scrum meetings, which included Sprint Planning,
Daily Scrums or Standups, Sprint Review & Retrospective.
Identify key cost drivers and ensure they are optimized with Automation.
Quality Leader | Deliver Analyst
Perform Audits on QTM/TQE (20 Team Members) to identify defects & provide
feedback (One on One) to improve the Quality of Service of the Team
Conduct statistical analysis on metrics (CTQ’s) reports to ensure that metrics
are within control limits. Conduct RCA towards continuous improvement
Deploy Defect Prevention Methodology into the Accounts continuously
Initiate changes in procedures to continually improve performance
Publish Reports on ticket backlog/aged ticket & Quality reports, New Hire
Productivity report & monitor team performance
Act as a catalyst to drive adherence to all aspects under the GDF
implementation.
Publish pool review deck with all metrics and exceptions reports.
Ensure transfer of best practices across GEOs in IBM
• Worked as a Senior Process Associate for Administrations.
• Handled Costing for Vendors Car rental, Hotel room bookings and wage labours
• Achieved financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variance
• Purchasing of printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices
• Handling various responsibility for facility management.
• Distribution of workload, Planning and scheduling task to meet operating requirements.
• Coordination and travel arrangements for client visit and staff travel both national and international
• Coordinated various projects with other departments and interacts with other department personnel to meet deadlines
• Resourceful in acting as an escalation gate to resolve critical issues. Also aware of ISO 18001 HSE
• Vital role in providing feeback to efficiently and effectively accomplish assigned objectives
• Purchasing of printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices
• Insightful experience of co-ordinating in process transitions and stabilizing all phases of process
• Typing speed of 50 wpm & attention to detail and high level of accuracy.
• Knowledge in maintaining streamlined functioning of process operations and enhancing operational efficiencies; monitoring and ensuring compliance to the agreed SLAs.
• Automation of data entries to ensure error free processing and routine business activities.
• Provided timely feed back to team members on performance, providing or arranging for necessary trainings.
• Excellent people management & mentoring skills with the ability to train and motivate; a skilled communicator with strong analytical, problem solving, presentation & interpersonal skills.
• Arranging and Assisting during internal audits for finding of non compliance and ensuring fulfillment of previous audit findings.
• Coordinating of HSE requirement based on ISO 18001 HSE, as received relevant training of the same for facility management
• Actively participated in implementing a Quality Management system ISO 9001:2008, assisting during the Annual Risk Review Audits.
Achievements - Received a Certificate of Appreciation as an acknowledgement for the outstanding effort and Team Work.
• Implementing a Quality Management system related to ISO 9001:2000 & HSE system.
• Organize and Conduct awareness Training for ISO 9001:2000 QMS and HSE System.
• Accomplish Internal Audits for ISO 9001:2000 Certified Business Units (BU’s); HSE audits by clients.
• Also had a Lean implementation for cost cutting by applying the Six Sigma rigor (Dmaic/Fishbone)
• Facilitate implementation of Quality Initiatives by Siemens AG in Siemens LLC i.e. Quality Gates.
• Governance of the Quality Management System and HSE System with Corporate Information Off for the BU.
• Undertaking Consultancy service for implementing Management systems for external clients & special tasks.
Achievements - Received a Certificate to commemorate my special contribution towards successful operations
nteracting as a first point contact for clients regarding queries, activation and connection of communication network.
Assisting the Quality team during the ISO Audits and Certification Process
Product wise Trouble shooting & Query solutions
Update on Corporate rates (preferred suppliers)
Complaint handling
Direct correspondence with counterparts, based in Australia
Have had internals transfers to various dept, to imply skills and expertise and exchange ideas in regards to have new standards and bench set.
Achievements - Awarded the 2nd runner up for having a consistent improvement in quality
Was assigned with 3 teams from the production floor to spot out formative pints and improvise on them. Which was a 6 month process
Short listed as a subject matter expert to assist a batch of OJT advisors in the 8 weeks period of being certified as American Express Reps.
Preparing development action plan for the team and weekly team performance reports.
Conducting training on topics that required to be focused on.
Used the DMAIC rigor along with a core team of 28 people on the same project on all BAND 6 Employee’s working for American Express Customer Service Inbound Call Handling which had a significant impact on the entire process bringing up the score of the entire site.
Achievement’s - Certified as SIX SIGMA YELLOW BELT. QUALITY
BCom – Bachelors of Commerce
Higher Secondary
Senior Secondary