Balachandran Ramasamy

Experience

• 

  Sutherland Global Services

  Oct 2012 - Jun 2013

  Technical Support Executive

  Resolving all kind of technical related issues in the computers like software issues , internet issues

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  Hewlett Packard Enterprise

  Jul 2013 - Jan 2019

  Ensures Standard Global Process for Request Management are followed throughout standard and non-standard service requests.Manages escalated requests to determine if prioritization is neededResponsible to conduct a Quarterly review of the Account Profile Database and make necessary updates.Serves as the Single Point of Contact to the Account and Account Business Office Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM related requests. Include being the named owner on NSSR requests for accounts under their directionReports status, progress and solution of escalated requests to the customer, Account and/or ABO ExecutiveFacilitates governance meetings to discuss escalated requests and other reported issuesEnsures corporate Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meets HPE StandardsManages Go-to-Green plans and actionsProactively manages customer experienceIdentify SRM process improvement initiatives, including account specific business and pricing rules by utilizing the RGP (Request Governance Process) processParticipate in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the customer.Attends monthly Account Review Meetings (Internal or Customer Facing)Provides knowledge of the HP Service Offerings and customer contract as it relates to ABO capabilitiesProvides information on fluctuation in demand, factors that could influence demand etc. Supports the delivery/distribution of NSSR related reports to Customer, HP Enterprise Services and Supplier stakeholdersManages account SLA/SLO Accountable to manage the SRM business of the account across all stakeholder organizationsManage client driven approval timeEnsures all SRM services are performed for the account per the agreed SLA’s (contract between HP Enterprise Services and the Client). Show less • Manage end to end NSSR process from receipt of a Project request / service request through proposal, approval and delivery• Initiating Request for Quote/Requirement Gathering Form with suppliers/Customers.• Conduct meetings to understand the requirements of the project.• Implement and operates HP best practice in terms of standards and process within NSSR.•Identifies and leverages appropriately skilled resources for the completion of service request proposals• Delivers the initial and final cost estimate (quote) according to the deliverables requested by the customer• Provides input for the requests and reports regularly in terms of response times, open requests, approved requests, key issues, etc.• Provides input into forecasting to ensure the effective handling of service requests within SLA targets. • Work with client manager(s) to scope and qualify new project / service requests, prepare proposals and to sell HP capability• Ensures the solution and business case is satisfactorily defined and accepted by the customer• Analyze non-standard service requests and HP proposals whether certain requests type should be orderable as standard service or request and transitions these type of requests• Use good business judgment in prioritization of service requests in line with business objectives and contractual commitments.• Implementation of BAU & service catalogue projects by coordinating with the customer and delivery teams • Coordinate with Project Managers to monitor the successful delivery of every project.• Generating invoices and managing the invoices of each project.• Coordinate with Catalog team and Manage the Catalog orders when requested by the customer• Creating weekly/monthly & Ad hoc reports and present it to the leadership team.• Creating Financial reports for the respective accounts on a monthly basis.• Creating pipeline presentation every month and present them to the end customer.• Working experience in maturity models like OMM Show less Ensures Standard Global Process for Request Management are followed throughout standard and non-standard service requests.Manages escalated requests to determine if prioritization is neededResponsible to conduct a Quarterly review of the Account Profile Database and make necessary updates.Serves as the Single Point of Contact to the Account and Account Business Office Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM related requests. Include being the named owner on NSSR requests for accounts under their directionReports status, progress and solution of escalated requests to the customer, Account and/or ABO ExecutiveFacilitates governance meetings to discuss escalated requests and other reported issuesEnsures corporate Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meets HPE StandardsManages Go-to-Green plans and actionsProactively manages customer experienceIdentify SRM process improvement initiatives, including account specific business and pricing rules by utilizing the RGP (Request Governance Process) processParticipate in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the customer.Attends monthly Account Review Meetings (Internal or Customer Facing)Provides knowledge of the HP Service Offerings and customer contract as it relates to ABO capabilitiesProvides information on fluctuation in demand, factors that could influence demand etc. Supports the delivery/distribution of NSSR related reports to Customer, HP Enterprise Services and Supplier stakeholdersManages account SLA/SLO Accountable to manage the SRM business of the account across all stakeholder organizationsManage client driven approval timeEnsures all SRM services are performed for the account per the agreed SLA’s (contract between HP Enterprise Services and the Client). Show less

  • ITO Service Delivery Representative

    Aug 2016 - Jan 2019

  • Business Ops Associate II (Response Manager)

    Jul 2013 - Jan 2019

  • ITO Service Delivery Executive

    Jul 2013 - Jan 2019
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  DXC Technology

  Apr 2017 - Mar 2018

  ITO Service Delivery Executive

  • Ensures Standard Global Process for Request Management are followed throughout standard and non-standard service requests.• Manage escalated requests to determine if prioritization is needed• Responsible to conduct a Quarterly review of the Account Profile Database and make necessary updates.• Serves as the Single Point of Contact to the Account and Account Business Office Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM related requests. Include being the named owner on NSSR requests for accounts under their direction• Reports status, progress and solution of escalated requests to the customer, Account and/or ABO Executive• Facilitates governance meetings to discuss escalated requests and other reported issues• Ensures corporate Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meets HPE Standards• Manages Go-to-Green plans and actions• Proactively manages customer experience• Identify SRM process improvement initiatives, including account specific business and pricing rules by utilizing the RGP (Request Governance Process) process• Participate in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the customer.• Attends monthly Account Review Meetings (Internal or Customer Facing)• Provides knowledge of the HP Service Offerings and customer contract as it relates to ABO capabilities• Provides information on fluctuation in demand, factors that could influence demand etc. • Supports the delivery/distribution of NSSR related reports to Customer, HP Enterprise Services and Supplier stakeholders• Manages account SLA/SLO • Accountable to manage the SRM business of the account across all stakeholder organizations• Manage client driven approval time• Ensures all SRM services are performed for the account per the agreed SLA’s (contract between HP Enterprise Services and the Client) Show less

• 

  Eljay Engineering

  Apr 2018 - Jan 2019

  Senior Project Manager

  Ensures Standard Global Process for Request Management are followed throughout standard and non-standard service requests.• Manage escalated requests to determine if prioritization is needed• Responsible to conduct a Quarterly review of the Account Profile Database and make necessary updates.• Serves as the Single Point of Contact to the Account and Account Business Office Executive (ABOE) for any issues or internal/customer escalations that may arise relating to all SRM related requests. Include being the named owner on NSSR requests for accounts under their direction• Reports status, progress and solution of escalated requests to the customer, Account and/or ABO Executive• Facilitates governance meetings to discuss escalated requests and other reported issues• Ensures corporate Quality Assurance (QA) processes and tools are maintained/updated and all outgoing customer documentation meets HPE Standards• Manages Go-to-Green plans and actions• Proactively manages customer experience• Identify SRM process improvement initiatives, including account specific business and pricing rules by utilizing the RGP (Request Governance Process) process• Participate in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the customer.• Attends monthly Account Review Meetings (Internal or Customer Facing)• Provides knowledge of the HP Service Offerings and customer contract as it relates to ABO capabilities• Provides information on fluctuation in demand, factors that could influence demand etc. • Supports the delivery/distribution of NSSR related reports to Customer, HP Enterprise Services and Supplier stakeholders• Manages account SLA/SLO • Accountable to manage the SRM business of the account across all stakeholder organizations• Manage client driven approval time• Ensures all SRM services are performed for the account per the agreed SLA’s (contract between HP Enterprise Services and the Client) Show less

• 

  Eljay Global

  Jan 2019 - Nov 2021

  Senior Project Manager

  Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.Maintains organization’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.Completes projects by coordinating resources and timetables with user departments and data center.Verifies application results by conducting system audits of technologies implemented.Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.Maintains quality service by establishing and enforcing organization standards.Manage escalated requests to determine if prioritization is neededResponsible to conduct a Quarterly review of the Account Profile Database and make necessary updatesPrepare, Maintain and process NDAs (Contract Agreements)Managing end to end Life cycles of NDAs such as drafting, Negotiation and Signature. Reports status, progress and solution of escalated requests to the customer, Account and/or ABO Executive.Interact with business partners and suppliers regularly to understand their requirements and provide necessary support.Facilitates governance meetings to discuss escalated requests and other reported issues Show less

• 

  Accenture

  Nov 2021 - Sept 2022

  Project Manager

  Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.Maintains organization’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.Completes projects by coordinating resources and timetables with user departments and data center.Verifies application results by conducting system audits of technologies implemented.Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.Maintains quality service by establishing and enforcing organization standards.Manage escalated requests to determine if prioritization is neededResponsible to conduct a Quarterly review of the Account Profile Database and make necessary updatesPrepare, Maintain and process NDAs (Contract Agreements)Managing end to end Life cycles of NDAs such as drafting, Negotiation and Signature. Reports status, progress and solution of escalated requests to the customer, Account and/or ABO Executive.Interact with business partners and suppliers regularly to understand their requirements and provide necessary support.Facilitates governance meetings to discuss escalated requests and other reported issues Show less

• 

  Al Muzaini Exchange Co.

  Oct 2022 - now

  IT Project Manager

  • Prepared overall project plan and controlled delivery of individual elements.• Led strategic decision-making in situations with limited information and tight time constraints.• Tracked execution of key milestones, communicating potential issues and roadblocks.• Controlled project milestones and deliverables at all stages, from planning and development through quality control and final review.• Established project roadmaps covering objectives, schedules and budget.• Assisted in planning and implementation of projects.• Assessed project parameters and client expectations to provide consistent status reports and to proactively address potential delays or constraints.• Optimized resources and monitored utilization to facilitate availability and promote timeline and budget adherence.• Interacted with clients throughout projects to present updates, incorporate feedback and redirect concerns.• Led project planning, quality control, and final review to control milestones and deliverables.• Analyzed trends and produced strategic recommendations to business to proactively address systemic issues.• Measured performance with appropriate project management tools and techniques.• Built clear and transparent communication channels to align internal stakeholders.• Produced and submitted comprehensive project schedules and updates to management.• Identified areas for improvement by analyzing processes and evaluating modifications.• Followed defined project management processes, standards and procedures.• Developed methods to analyze project management and project delivery risks.• Oversaw project scope, budget and requirements for the department.• Created and sustained good working relationships with internal and external partners by liaising with project stakeholders concerning project details and deliverables.• Utilized Six Sigma tools and processes to achieve project objectives and deliverables. Show less