Uthaman Vayat

Experience

• 

  Indian Air Force

  Aug 1990 - Oct 2000

  Guided Weopon Engineer

  - Air warrior with guided weapon system. - Maintenance & combat operations, research, and development.

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  Indian Air Force

  Oct 2003 - Aug 2010

  Lead Software Engineer

  - Digitalization of techno-logistic, short term and long-term forecasting, automated reporting, planning, and provisioning. - Developed of Human Resource Management Enterprise System.- Designed and Developed of Automated Trade Allocation System for Air force training academies.

• 

  Accenture

  Sept 2010 - Jan 2016

  Responsible for live operations, support optimization of cost & quality ensuring customer satisfaction survey and scores• Work closely with account team / product lead to ensure contractual SLAs are met• Manage incident escalations / issue - ensure active outages are being worked and that service is restored to the customer ASAP.• Review operational status and project issues with CSS leadership, drive change and represent operations in Change Advisory Board.• Partner with account (technical and product) teams to understand SaaS vision/ strategy• Financial and billing support – assist CSDM and each Account Lead in reviewing and managing infrastructure spend. Show less

  • Cloud Delivery Manager

    Jan 2015 - Jan 2016

  • Business Automation Architect

    Mar 2012 - Aug 2015

  • Business Automation Architect

    Sept 2010 - Aug 2012
• 

  Accenture

  Sept 2016 - Dec 2019

  Manager Intelligent Automation

  Accountability for the digital transformation of customer accounts, its delivery and strategize success in onboarding customers into the intelligent automation platform• Designed various product modules, led various projects, and created product plans and roadmaps.• Maximized the value of various modules as well as defined goals and created a vision for development projects.• Developed modules, managed sprint cycles with suitable user stories to support the product scope.• Led all aspects of engagement delivery ranging from resource management, lead 15 member staff, providing them mentoring and staff management support including performance reviews. Show less

• 

  OpenText

  Dec 2019 - now

  Technical Support Manager

  - Managed a team of technical support specialists both L2 and L3 tiers of enterprise level support, managing and establishing a vision and culture of the team by handling individual and team performance expectations and goals. - Ensured Improved customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. - Set clear objectives, evaluated progress, coached, trained, and instilled a high-performance culture focused on teamwork and support excellence resulting in improved customer experience. - Managed individual performance, technical and skills development by establishing individual quality goals for team members aligned with Support team goals. - Delivered action plans to improve efficiency and quality by mentoring. - Managed customer escalations with effective action plans and keeping the customers informed of the plans and progress updates. - Coached the team on standard operating procedures and best practices while the department switched to new case management tool. - Implemented a structured hiring process and recruited right talents building highly productive support team. - Introduced an organized onboarding process for the new joiners resulted in an effective enablement process.- Developed dynamic reports for leadership review and KPI tracking. - Implemented a business automation modal for Case management and cadence that resulted in 20 % reduction in case backlog, improved compliance with respect to the process, quality on data hygiene, greater compliance of SLA, reducing TTR which intern resulted in higher productivity and customer satisfaction. Show less