Mangesh Mohan Mathur

Experience

• 

  IBM

  Jan 2007 - Feb 2008

  Technical Support Engineer

  Worked as a technical support engineer for a United Kingdom based Internet Service Provider.

• 

  HCLTech

  May 2010 - Apr 2015

   Managing Multi-lingual Service Desk (APAC) Strong Service Desk understanding Exposure to various management aspects/best practices of Infrastrucutre tracks (AD, Exchnage, Citrix, SMS, BB, Storage, etc.) SLA, KPIs, monthly reporting, etc. Exposure to Master Services Agreement (MSA), Scope of Work (SOW), Due Diligence Reports of Global IT Infrastructure Services Contracts Understanding of Current and Future Industry trends in Remote Infrastructure Management and Managed Services IT Service Management (Incident & Problem Mgt., Change Mgt., Service Level Mgt., Service Desk Mgt.) Customer Relationship Management & Client Servicing Show less  Manage the IT Servicedesk team by ensuring delivery of key client Metrics like CSAT, FCR, Average speed of answer (ASA), abandonment rate, Hop count, Time to resolve/respond on Calls, Tickets and Emails, including procedures, working instructions, resource allocation, process compliance, trend analysis of incidents and requests, call/ticket audits, day to day operations, reporting of contractual deliverables, individual producitivity report for analysts, SD representation in various client meetings  Work on setting objectives, assigning responsibilities, developing measurement criteria, monitor/ report progress of team and individuals, discuss performance with the team, prepare related improvement plans and monitor the execution and results of the plans  Recognize/reward team players for successes and effective teamwork, facilitate workshops/trainings Keeping knowledge updated by going through HDD documentation periodically and also update the documentation  Design and implement the KRAs of analysts/senior analysts  Be a part of Technical interview panel for hiring analysts/senior analysts Appraisals, attrition management, resource rotation Show less

  • Manager

    Mar 2008 - Apr 2015

  • Track Lead

    May 2010 - Jul 2012
• 

  Wipro

  Apr 2015 - Apr 2020

  • Managed EUS (End user services) and DC (Data center) Transition projects for multiple mid and large sized accounts, which covered the below tasks as a project manager;• Create & manage project plans• Define project schedules, allocate resources and monitor progress• Manage risk tracking process throughout the project lifecycle• Manage, optimize and control the cost tracker for the project• Monitor and manage scope along with all documentation• Coordinate internal resources and third parties/vendors for the flawless execution of projects• Ensure that all projects are delivered on-time, within scope and within budget• Develop a detailed project plan to track progress• Co-ordinate with the QA team to ensure all the projects are running following all the norms laid by the Project quality assurance team• Develop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility• Ensure resource availability and allocation• Use appropriate verification techniques to manage changes in project scope, schedule and costs• Measure project performance using appropriate systems, tools and techniques• Report and escalate to management as needed• Manage the relationship with the client and all stakeholders• Establish and maintain relationships with third parties/vendors• Create and maintain comprehensive project documentation• Ensuring relevant team involvement throughout the project lifecycle• Ensure all milestones are monitored and reported as per the agreed communication plan Show less • Managing a team of 24+ FTEs for one of the largest accounts with Wipro.• Being a senior management position in the account my role comprises of three aspects;1. Incident Manager;• Driving the efficiency and effectiveness of the incident management process• Producing management information, including KPIs and reports• Monitoring the effectiveness of incident management and making recommendations for improvement• Developing and maintaining the Incident and Major incident management system (IM+MIM)• Driving, developing, managing and maintaining the major incident process and associated procedures• Reviewing and auditing the process• Ensuring that all IT teams follow the incident management process for every incident2. Operations Manager;• Managing the IT Service Desk made up of a team of 15+ FTEs.• To ensure delivery of key client Metrics (SLAs and KPIs) like CSAT, FCR, Average speed of answer (ASA), abandonment rate, Hop count, Time to resolve/respond on Calls, Tickets and Emails, including procedures, working instructions, quality metrics, etc. • Attend Bi-Weekly/Monthly Service Review meetings interfacing with the client to provide update on all the Operational services and service improvement initiatives.• Execution of all the Service Improvement Plans working along with the Service Level Managers in planning and identifying the improvements in the account.• Timely preparation of regular Metric Reports like SLA, Feedback Analysis, Individual Productivity Report, Monthly dashboard in line with agreed SLA, OLA and KPI and share the same with the higher management. Show less

  • Transition Project Manager

    Apr 2015 - Apr 2020

  • Incident & Operations Manager

    Apr 2015 - Mar 2016
• 

  HCLTech

  Apr 2020 - now

  ITSM Consultant