Sricharan Madhavan

Experience

• 

  IBM

  Jun 2006 - Oct 2010

  •Responsible for creating a team with the right mix of skills to meet the client deliverables.• Responsible for the morale of staff under management.• Responsible for the achievement of Customer Satisfaction objectives for services delivered by the team.• Responsible for the achievement of SLA objectives and ensuring that compliance with contract terms and conditions is achieved.• Responsible for the achievement of departmental budget and contribution to key targets, Leave, Cost Reduction and Recovery.• Responsible for ensuring that team delivers projects that are technically sound and comply with defined standards and procedures.• Responsible for ensuring that the delivered services comply with the Global Services Quality Policy.• Gives technical support and consultancy to other teams as required.• Ensures team compliance with documented key Operations Management practices and procedures.• Ensure systems under management are compliant with applicable security standards.• Responsible for personal development to meet business requirements.• Responsible for identification and execution of opportunities to improve performance against the organizational business plan.• Responsible for Management and escalation of critical situations. This includes executive awareness, Alerts and Critical Situations.• Assume additional responsibilities as assigned.Achievements with IBM India Pvt Ltd: 1. Within a span of 2.3 years, received promotion from a Remote Support Specialist (at the time of joining), to team lead for service desk, to a first line manager. 2. In the position of a first line manager, helped a team of 46 FTE's go live via transition of services from IBM Australia to IBM India. Traveled to Sydney on the recommendation of the Delivery Project Executives to collaborate, engage with the client for successful partnership between the Client (major airline operator globally) and IBM India. Show less I work as a Subject Matter Expert for IBM's Client - MedImmune. MedImmune is a Pharmaceutical Company, and is a sister concern to AstraZeneca. My Job Title, currently:a) Subject Matter Expert - MedImmune Accountb) Team Lead - AstraZeneca (North America) AccountJob Role:Schedule the teams for MedImmune and AstraZenecaProvide 2nd Level of Support for Service Level issues, and Standard Operating ProceduresHandle Escalations from ClientDo Root Cause Analysis for problems within the Incident Management ConsoleHandle Service Transitions which are compliant with ITIL V3 VerisionDrive high performance metrics within the teamsMentor the Level 1 team to achieve the target set for the teamMaintain the knowledge base of the accountsLook after the daily / weekly / monthly reportingCoordinate team room activities (electronic team rooms)Manage learning and development for team membersDeliver Process training to new hire'sCross Skill the staff to optimize usage of resourcesHandle minor / major projects within the teamSupervise Outages for client infrastructureSuggest process improvements, thereby working with IBM Management and Client ManagementAssist with Service Improvement Projects (SIP) for the ClientDrive the teams to achieve Service Levels within teamsAssist with Identity and Access Management procedure modifications. Show less Started as a Technical Support Rep. Job role included assisting HP North America end users with Hardware and Software Troubleshooting, on the 6J (Desktop) Line of Business. Moved on to be a member of Advanced Support Group, which takes highly technical related issues, 2nd level of advanced troubleshooting on Windows XP, and Vista. Was an acting Technical lead with a team of about 20 Agents. Job Role as a tech lead:Look after the scheduling (roster) of team members. Manage the metrics set by the HP Client. Handle escalations for the teamDrive CSAT and high performance within the team Show less

  • First Line Manager

    Mar 2010 - Oct 2010

  • Subject Matter Expert / Team Lead

    Jun 2008 - Feb 2010

  • Advanced Support Group, Hewlett Packard Process

    Jun 2006 - Jun 2008
• 

  Hewlett Packard Enterprise

  Oct 2010 - Apr 2013

  Role as a transition project manager: • Manage Transition Program for a major client across multiple outsourcing centers• Job includes solution analysis and design, using FTE solution to understand resource / engineer requirements, managing transformation activities like Data Center transformation – HP Tools, processes• Prepare Transition and Transformation Plan with key milestones in planning, execution / monitor & control and closure phases • Attend T&T story board sessions and understand company and client strategy • Manage new business deals and cross geography data center migrations• Prepare schedule and cost plans in accordance with global guidelines • Facilitate KT planning in accordance with RACI chart (within scope)• Oversee virtual and onshore knowledge transfer sessions. Manage schedule, cost and scope of knowledge transfers - thereby ensuring service delivery excellence • Manage readiness for network, access, security, export compliance, data privacy and tools needed for handover of responsibilities from onshore to offshore centers (in Europe and in Asia)• Manage pilot phase and RTPA exercises before go live • Ensure smooth go live of services at the offshore centers thereby helping the organization reduce cost through onshore contractor reductions • Mange project managers taking care of individual KT projects for Wintel, Unix / Linux / AIX, Storage and BuR, VMWare, Citrix, SAP, Web Applications Support, Middleware apps support (NON SAP), Databases (MS SQL and Oracle), Network, Apps packaging, Software Distribution, Virtual Desktop Interface, Security, Global Service Desk• Ensure month on month billing in accordance with account financial plans • Ensure smooth sign offs on the knowledge transfer, and overall transition acceptance criteria • During the entire phases of the transition program, manage the risks, issues, actions and decisions Show less Role as Project Manager (Level: Intermediate / Level 2)• Handled a complete project on software packaging data center setup• PM role included alternatives analysis, working with Ericsson client, onsite data center visit in Sweden• Data center CI collection, understanding existing architecture, and working with Solution Architects to get the new revised architecture approved by client• Procurement Management • Security and Risk Management• Managed the project from alternate solutions analysis until Lab build and test phasesAchievements with Hewlett Packard Globalsoft Pvt Ltd: 1. Recognition from Hewlett Packard UK Change Director for excellent contribution in Service Transition of a major client in Europe. The overall Deal value for HP was 640 Million USD, and the Outsourcing Transition Budget was $850,000. 2. Drafted, contributed and attended a Transition and Transformation StoryBoard Session in Germany, thereby helping 20+ projects within the program align with a common objective for maximum benefits through leveraging common milestones. 3. Received recognition from the Account Leadership @Ericsson account (Part of HP) for successfully implementing a Software packaging and Distribution Data Center for Ericsson Sweden in Bangalore, India. Show less

  • Project Manager - Level 3

    Sept 2012 - Apr 2013

  • Project Manager - Level 2

    Oct 2010 - Sept 2012
• 

  Xerox

  Apr 2013 - May 2015

  Project Leader

  Responsible for managing Growth Initiatives to enhance Company's service offerings. Work with the top executives of Financial services sector to manage a project from discovery phase until implementation. Bring in value to the business processes which include analytics, retail banking, accounts management, etc.

• 

  Dimension Data

  May 2015 - Sept 2019

  As a transition specialist within Dimension Data's CDO Group, I drive the projects from Current State to Hybrid, and eventually to Future State of Operations. Role involves transitioning platforms / tools, services & human resources in addition to enabling technology automation. This role requires coordination with cross functional and cross geography teams to achieve strategic objectives of Dimension Data. Tools: Service Now, IPcenter (IPsoft Proprietary), Rabbit MQ (for message delivery guarantee and ability to integrate hybrid platforms), Microsoft SCOM (event attributes). Technology Exposure: VMware ESX and vCenter, UCS Blades - monitoring, automation and management via CIMC & UCS Manager, Windows family monitoring and automation via WinRM, Platform Level Automation for Queue Escalation, Virtual Engineer Deployments for Event / Incident Diagnosis and Remediation, Red Hat Linux monitoring, automation and management via ISH and SSH. Show less

  • Services Transformation and Enablement Specialist

    Jul 2019 - Sept 2019

  • Service Transition Manager

    Aug 2018 - Jun 2019

  • Service Transition Manager

    Apr 2016 - Aug 2018

  • Transition Specialist, CDO Group

    May 2015 - Mar 2016
• 

  NTT DATA, Inc.

  Oct 2019 - now

  Responsible to drive strategic changes and programmes for UK and Ireland business at NTT Limited

  • Programme Director

    May 2024 - now

  • Principal Programme Manager

    Jul 2022 - May 2024

  • Senior Transition and Transformation Manager UK&I (formerly Dimension Data)

    Oct 2019 - Aug 2022