Pavan Kumar Vishwanath

Experience

• 

  NTT DATA Americas

  Mar 2005 - Mar 2013

  Function: Global NOC OperationsAccounts: 12 (Application Support and Remote Infra Management)Team Size: 72Support: 24/7, 24/5, 12/5, 24/2 and 8/5Delivery: Staffing & Managed Services (Off-Shore - On-Shore - On-Site).Skills:Management of Service Delivery, Client Relationship, Projects, Operations, Workforce, Transition, Scope, Workload Analysis, Performance Evaluation, Define Process Guidelines and Implement Best Practices.Responsibilities:- Maintain project tracking and communicate status reports including issues and risks to project stakeholders and senior management in a timely manner.- Manage day to day operations with direct and indirect reports, including hiring, training, retention, motivation and overall improvement.- Ensure Daily Productivity of members and project is always on track.- Service Delivery and Project Governance.- Manage 10 downline Managers for Serviceability and project execution.- Assign/ Allocate relevant tasks to downline managers, leads and technical specialists.- Ensure downline managers have clearly defined project objectives and scope of support.- Ensure that downline managers have objectives for their individual development and their resources and support to meet these objectives.- Mentoring and Governance to help avoid disconnects and conflicts from the team members and downline managers.- Work with related business functions to understand the gaps and coordinate with process experts to fill the gaps.- Contribute in creating / developing plans, schedules, strategies for training and attrition.- Manage performance and expectations of the workforce through a consistent implementation of performance measurement and feedback systems.- Manage and improve performance of lower performers and be responsible for overall improvement of the team’s performance.- Suggest development of systems and tools for streamlining day to day operational tasks and subsequently improve overall team performance Show less Skills:Client Coordinator, On-Site Lead, Service Delivery, Project Planning & Execution.Responsibilities:- Provide and Supervise priority IT support for executive board members.- Responsible for maintaining high level of client satisfaction and meet agreed SLA.- Regularly interact with clients to understand their business needs/ requirements and provide value added solutions.- Focus and act to suffice needs/ requirements of the client.- A preferred point of communication between client business and functional units.- Participate in project meetings and suggest appropriate plans and solutions.- Design and implement processes & procedures, escalations, SLA and metrics.- Ensure Service Delivery as per SOW and SLA with Incident Management.- Plan/ Manage/ Track individual project deliverables.Achievements:- Created positive identity with work proficiency and earn recognition from clients, managers and peers by providing consistent service delivery.- Recognized as "Star Performer" by the client teams. Show less Skills:Technical Analyst, Shift Coordinator, Technical Lead, Project Lead, Service Delivery, Project Planning & Execution, Client Co-Ordinator.Responsibilities: Project LeadUnisys TMC, IM and Tools- Ensure L1 monitoring, IM and PM processes execute as per client requirements and SLAs.- Manage Client Interactions and Escalations.- Understand knowledge gaps and implement corrective actions with feedback.- Service Delivery and Project Governance.- Prepare staffing schedules and assist in workforce management.- Employee on-boarding and disengagement. Show less

  • Assistant Project Manager, Cloud Infrastructure Services

    Mar 2005 - Mar 2013

  • Technical and End User Computing Specialist

    Apr 2009 - Oct 2011

  • Senior Engineer

    Apr 2008 - Mar 2009

  • Senior Technical Support Analyst

    Feb 2007 - Mar 2008

  • Technical Support Analyst

    Mar 2005 - Jan 2007
• 

  Unisys India

  Apr 2013 - Aug 2016

  Skills:Cross Functional ITIL Service Delivery; Client Management; Transitions; Projects; Due diligence; CSAT improvements; CSI; Process design and implementations; SLA;Responsibilities:- Drive the resolution of escalated problems- Point of escalation for major incidents and changes- Ensure that performance meets the requirements of SLAs and OLAs- Coordinate communication among Customer and Operational teams- Lead support teams in determining client requirements and translating requirements into operational plans- Drive status review meetings among project team members and clients- Ensure changes to the service follows the current change management- Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service- Identify gaps and drive Continual Service Improvement process (CSI)- Combined quarterly business review with client and internal stake holders – performance, health, concerns, improvements and new opportunities- Cost monitoring, Margin reviews and control mechanisms- Works with clients and management on project proposals, bids, contracts, estimates, and schedules- Inputs to ITSM (tools) development/ design and improvements Show less Skills:Management of Incident Coordination, Incident Management, Major Incident Management, Metrics, Quality Assurance, Gap Analysis, Due Diligence, Service Delivery, Client Relationship, Transition, Scope, Effort Estimation/ Calculation, Workload Analysis, Performance Evaluation, Process Guidelines and Implement Best Practices.Responsibilities:- Direct and Manage Processes for Incident Coordination, Incident Management, Major Incident Management and Crisis Management.- Service Delivery and Project Governance.- Drive quality assurance and service levels with respect to critical and high priority incidents.- Stake holder and team management via timely governance.- Coordinate along with Problem, Change and Knowledge Management teams for transition, changes and continuous improvement.- Ensure validity of helpfiles and procedures.- On-boarding, Billing and workforce management. Show less

  • Service Delivery Project Management Manager

    Jan 2015 - Aug 2016

  • Regional Process Lead - Major Incident Management

    Apr 2013 - Dec 2014
• 

  Cognizant

  Sept 2016 - now

  - Responsible for P&L of mid size portfolio and for achieving the organization goals- Apply financial levers like utilization, pyramid optimization, contract shifts, and differentiated pricing models to improve the cost of delivery and continuously improve engagement level profitability- Conduct periodic reviews and tracking of delivery milestones and provide feedback to teams and track actions to completion- Drive managed outcome projects, pre-empt and mitigate delivery risks. Communicate proactively with leadership to flag risks and request help- Oversee technology roadmaps, upgrades and cost savings- Maintain status quo with client peers and senior leadership- Participate and manage various internal and external audits like ISAE 3402, IRM, ISO20k- Compliance on Service Delivery, Technology & Contractual KPIs, Project Surveys & NPS Show less - Privileged to work and partner with top retailer and consumer conglomerate in Norway ;-)- Roles and Responsibilities includes everything between mopping the floor to handling CIO level escalations- Responsible for 12 technology service lines with dedicated and shared teams- Technology roadmaps, upgrades and cost savings- Maintain status quo with client peers and senior leadership- Understand and react as per varying business units and facilitate remediation teams- Manage ITIL processes, SLAs, KPIs and vendor performance across multiple technology towers- Actively involve in CritSit Priority 1 incidents and sensitive escalations- Special focus on ticket backlog reduction, problem investigations and risk management processes- Part of task force groups and quick remediation teams- Generate various reports from ticketing tools and infrastructure monitoring systems, produce meaning full inferences and semi-automate or automate or eliminate reports where possible- Weekly, Monthly and Quarterly operations and performance reviews- Run various mini improvement projects and CSI themes Show less Skills:Cross Functional ITIL Service Delivery; Client Management; Transitions; CSAT improvements; CSI; Process design and implementations; SLA;Responsibilities:- Drive the resolution of escalated problems- Point of escalation for major incidents and changes- Ensure that performance meets the requirements of SLAs and OLAs- Coordinate communication among Customer and Operational teams- Lead support teams in determining client requirements and translating requirements into operational plans- Drive status review meetings among project team members and clients- Ensure changes to the service follows the current change management- Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service- Identify gaps and drive Continual Service Improvement process (CSI)- Combined quarterly business review with client and internal stake holders ? performance, health, concerns, improvements and new opportunities- Inputs to ITSM (tools) development/ design and improvement Show less

  • Senior Manager - Engagement Delivery Lead

    Sept 2021 - now

  • Manager Service Delivery - Operations

    Aug 2018 - Aug 2021

  • Service Management Manager

    Sept 2016 - Jul 2018