Ankit Varshney

Experience

• 

  Wipro Limited

  Mar 2008 - Mar 2011

  Senior Software Engineer
• 

  Accenture

  Mar 2011 - Dec 2013

  Senior System Analyst
• 

  Tietoevry

  Dec 2013 - Jul 2023

   Acts as a single point of contact (SPOC) for designated accounts and customers for all operational and technical outcomes. Managing the Cloud Migration and Onboarding program and maintain its continuous alignment with strategic business objectives. Accountable & Responsible for all cloud service deliveries & SLA (24*7) for assigned client as per agreement / SOW. Monitor, Measure & Manage the performance of Cloud Delivery team against client expectations / commitments Ensuring that customer’s IT environment and service processes are documented as agreed in the contract Handle/Escalate infra related issues, follow ups or get the things done from respective stakeholder Monitoring costs and for keeping financial information up to date in TERP and related systems. Managing correct invoicing data and send report to Stakeholders on monthly basis. Collect data and create Weekly, Monthly Reports through automation. Provide service reporting to Customer on Service Levels, metrics and other management information for the specific Area. Establish and maintain the service area, documentation library. Show less  Coordinate with Development Engineers, Architects, Development Managers and Product Managers/Owners, to strategize and deliver complex and cross-functional VAM features.  Provide risks, dependencies, bottlenecks, and escalation management frameworks, while making trade-offs and balancing the business needs, processes, and technical constraints.  Enable Release kick-off sessions for Scrum teams; direct reporting and drove people management skills for the teams.  Deliver training and motivation for operational efficiency, promotion committees and annual rewards and recognition.  Engage with clients/customers at the account level and guided their accounts through regular operational service reviews and reporting through all phases of the onboarding and implementation lifecycle.  Implement a process to augment CSI scores, while liaising with top management, driving change, ideating, and elevating product business performance and productivity to the next level; revise customer service improvement plans to increase C-SAT.  Strictly adhere to SOPs of Quality Customer Services, alongside mapping clients’ requirements and executing measures to elevate their satisfaction levels.  Establish targets and SLAs; maintain CTQ (Critical to Quality) / CTP (Critical to Process) targets and process planning. Track key metrics and performance indicators for releases.  Supervise IT operations as per ITIL standards; devise strategies for streamlining communication entailing service management.  Manage associate engagement results through robust planning while maximizing NPS.  Analyze performance reports for trend identification; coordinate resources across Global Technical Support, Engineering Team, Product, and other organizations to resolve escalated issues.  Collaboratively work with Top management/Senior Leadership Team to ensure the success of the customer success programs. Show less

  • Service Operations Manager

    Nov 2022 - Jul 2023

  • Senior Manager

    Dec 2013 - Jul 2023
• 

  KPIT

  Jul 2023 - now

  Project Manager