Senior Manager
Cognizant Technology Solutions
Total years of experience :23 years, 1 Months
Cognizant Technology Solutions Tenure: Jun’16 - till date
Senior Manager - Service Delivery - Infrastructure Services
Manage a team of over 192 resources. Includes 16 managers rolling to self. Report to Associate Director Service
Delivery.
Portfolio includes most of the technologies in Infrastructure like Operating System, Servers, Database, Back-up,
Middleware, SCCM, Mobile Device Management, Desktop Central, Security, Storage, Network, NOC, Telephony
(AVAYA & Cisco), O365, MS Exchange, Hardware Asset Management, Software Asset Management, Service Desk,
Deskside support (EUC), Cross Functional Support (Incident, Change & Problem Management, Major Incident
Management), Datacenter Management, IT Procurement, Application Management, Project/ RFS team, Service
Delivery of Application, Incident Management, Change Management & Release Management both T&M and Fixed
bid projects.
Perform monthly forecast & anticipated margins.
Worked as panel for project proposal constructs, resource loading alignment, exercising levers for a better project
revenue.
Closely work with Client for seamless delivery. Front-end weekly meeting, monthly meeting and Quarterly meetings.
Front-end client visit to manage/ present about the project deliverables and assist in answering any queries or
provide clarity.
Automation initiatives
Resource performance appraisal (maintaining score cards, past performance), promotion, hiring
Handle escalations on delivery, finance & people related issues.
Engage in monthly audit with the Delivery Enablement team
Work with cross-functional teams for effective delivery - teams like Talent Management, Audit team, Delivery
Quality, Security, Immigration team etc.
Plan and execute Business Contingency Plan for smooth delivery. Work closely with Corporate BCP and leadership
team. Move resources to other Cognizant premises during contingency and ensure smooth delivery
Worked as worldwide interface for Knowledge Management activities and coordinate with Global Product
Management teams, Staff Engineers and QE’s for refining any contents in VMware document/ VMware Knowledge
Base. Also interact with front-line engineers worldwide to get their feedback/ KB published.
Providing value added customer services by attending and addressing customer queries/ issues.
Assist in handling VMware emerging products like VMware vCenter Site Recovery Manager, VMware vCenter Lab
Interacting with Quality Engineering team, Core Technical team in form of PR and being a SPOC till the bug is
resolved. Coordinate the activity with TAM/ SAM/ Customer
Identifying the Training needs of the Team and administering relevant Trainings and Coaching Programs.
Conducting weekly governance with seasoned front-line engineers, knowing the challenges, enhancement in
presentation of KBs updating/ modifying the KB accordingly.
Weekly Governance call with the US KB central team.
Part of technical panel for conducting interviews for Global Solution Support - Americas team
Hewlett Packard Tenure
I for Enterprise Storage
Recommended methods and procedures for part dispatch thereby improvising front-line dispatch metrics and cost
saving to the organization.
Result driven motivation to fellow peers of 15 engineers to achieve productivity metrics.
Mentored 7 engineers to achieve business metrics. Assisted in floor escalations.
Provided technical support for Enterprise Storage customers
Dell International Services Tenure:
Business Development
Marketing of products or services - Focus mainly on requirement capturing, getting purchase order, coordination
with technical department and ensuring timely delivery of quality services.
Collecting Marketing intelligence - Products, Potential market / customers, strategies of competitors, changing
customer requirement.
Liaison between Technical department of the Corporate and Clientele
Replicated and customized offshore projects to domestic clients.
Concentrated on domestic business leads through cold calls and Internet.
Drafting commercial proposal(s), Technical papers, Product brochure and User manuals.
Executive coordinator - Abu Dhabi, UK and USA branch
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