General Manager Operations
Hudson Agile Technologies
مجموع سنوات الخبرة :25 years, 8 أشهر
Delivery management of NA customer accounts and operations from India, Bangalore
Delivery management of Large healthcare NA customer
including transformation programs of Cloud & SNow.
Engagement head count - 180
- Delivery management of large-scale transformation programs of strategic importance run in Shared Services model - IMOC Transformation Program
- Restructured existing L1/L1.5/L2 model into Industrialized ITIL based support model of Availability Mgmt, Incident Mgmt, Service Request Mgmt, Change Mgmt
- Restructured Pool of 600 associates working in mutualized/share support environment for huge customer base (200+)
- Technologies Involved - Wintel/Unix/Databases/Batch Management/Storage/Backup
-Region specific support - Central EU, Northern EU, Southern EU, US & APAC
- Transition of Associates servicing India/Germany/France/Poland/Scotland/US & APAC
- After restructuring total efforts 20% saved
- New Deals Solutions Support Centre
-Provided Competitive and winnable Solution in shared services managed operations support mode including Tower and DRS top management signoffs (D3/D4)
- Optimised DCD Solution inputs 2018
- Solution metrics (like # of server instances support per 1 FTE)
- Pyramid ratios (distribution of FTE support with different employee bands)
- Onsite-Offshore ratio split of FTE support
Delivery Manager 2014-15
10 Million+ Proposals support thru Transition COE
inception
• KMD Denmark
• Virgin Australia, Leighton Australia,
• Textron, Tech MBS, United Energy
* Virgin Australia (VA), Brisbane as Transition/Delivery Manager
• Service transition from VA and its vendor Staff
• SLA compliance including large scale transformation projects in BAU
* Head Count 60+, Deal Size 45M AUD,
Skills IMS Skills
Key Challenges
• Conflict of interest from in-house contractors/permanent staff of VA
• Complexity of environment and non-availability of necessary documentation
2010-14
* Applied Materials & SanDisk, Bangalore as a Delivery Manger including transition management
• Started with few T&M resources & grew the IMS associates’ strength to 70+
• Won 3 managed services projects, one of them at Onsite - NA region
* Head Count 73, 9M USD Yearly Run, Skills IMS Skills
* Key Challenges
• All the 3 managed services won over the incumbent vendor WIPRO.
• Fixed-Bid (FB) projects were of different technologies DCO/Remedy/End User support
• Knowledge Transfer (KT) from incumbent vendor
• Milestone achievement was always on-time for all these FB projects.
Program Manager
2006-10
* Target Corporation of India, Captive Business, Bangalore as Program Manager
• Grew the account into peak strength of 112 associates.
• Managed 100-member team consistently for 3 years,
• 400 excellent associates overall in various pyramids of customer retail business
• Complete Offshore Model, Monthly billing of 400K US$
* Key Challenges
• Account serviced in professional services mode
• Gap of bench availability and requirements on-hand
• Profile selection hit ratio requirement 80%
• Hiring clause in the MSA, that customer can hire 15% of the overall strength every 6 months
• 2009-10 was a very challenging period with recession
Project Manager
2005-06
* Microsoft account, India as a Project manager
• Supported growth of the BGIT Tier1&2 cosmos to 40+ DBAs from scratch
Served in the roles of Individual contributor to project manager
• Customer Accounts worked with - Deutsche Bank, Lehman Brothers, American Express, GE and Telstra from Onsite and Offshore
Served in the roles of Individual contributor to project manager
• Customer Accounts worked with - Deutsche Bank, Lehman Brothers, American Express, GE and Telstra from Onsite and Offshore
Information Systems and Management