Shweta Srivastava

Experience

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  NIIT Limited

  Apr 2000 - Jul 2001

  Project Internee

  •Providing Technical Support for the students of NIIT center in the Machine-Room withany software related issues. The area of support includes Java, C++, VB6.0, MS-SQLServer7.0,Sybase, HTML, DHTML, ASP, Scripting Languages, Linux and others.•Maintenance of computers for the entire centre.

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  Dell

  Aug 2001 - Feb 2002

  Technical Support Executive

  As Technical Support Representative reported to Team Leader, responsibilities andachievements were as follows:-•Taking inbound calls and resolving customer queries.•Clocked login hours for 7 hr 30 min per day, hitting target AHT of 20 mins day in andout.•Maintained CSAT score of 85% as a monthly average other then teamwork.

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  Manipal Informatics

  Mar 2002 - Sept 2003

  Customer Service Representative/Team Leader

  As a CSR worked mainly for medical and privileged cards projects. As a Team Leaderlead a team of 10 – 15 members who would make outbound calls for Healthlynx projectand sell products to customers. Responsibilities and achievements were as follows:•Managing call matrices followed by the company for all the members to improve theperformance from time to time.•Impart on-job training to the team members, enhancing their selling skills and customerhandling skills with other counterparts and imparting the knowledge / training on thefloor.•Handling supervisory calls and escalations and helping team members to achieve theirtargets.•Regular assessment and planning of corrective action to improve team performance.•Shift planning along with other counterparts.•Maintaining quality of sales by applying CTQ’s in the calls to enhance better customersatisfaction.•Sending daily reports to Manager with reference to performance of team. Show less

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  Vanguard Infor Solutions

  Oct 2003 - Aug 2006

  Sr. Supervisor

  • Lead a team of 60 members • Team Motivation & Building was the core to my success story of turning around substandard site performance to exceeding SLA performance• Client Facing Role with focus on Performance Metrics & Dashboard, Product Updates and Data Analytics• Was the brain child to multiple rewards and recognition programs as well as measurement systems• As a stretch, took over the Back office process – E2E lifecycle of a sale, until it hit the ledger

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  IBM India Pvt. Ltd.

  Nov 2006 - Jul 2015

  Responsible for Offering development and management of IBM Global Technology Services in the area of IT Operations Analytics. Key responsibilities included -- Understanding of market opportunity for IT Operations Analytics product/solutions- Pre-sales support for IT Operations Analytics Solutions- Sales strategy and Engagement process- Competitive pricing strategy for the market along with legal, security and compliance policy adherence's- Collaboration with Branding & marketing teams for offering messaging, positioning and promotion for internal and external communication- Enabling global sellers and consultants in driving the revenue- Driving end to end opportunity - from identification to sales closure with stakeholders- Interface with product development team for enhancements Show less In my role I manage the S&RM and SSO SCS teams which comprises of multipleservice lines - IAM primary & secondary control, Compliance & Regulatory, Systemcurrency, Infrastructure Protection, Security operations management, SystemCompliance Services (Health Check & Patch Management). I am responsible for endto end delivery of all accounts across service lines delivered from Bangalore. My teamsupports 200+ accounts across AP, EMEA & AG geos and the current team strength is~800 FTEs. Show less

  • Offering Manager - IT Operations Data Analytics

    Oct 2014 - Jul 2015

  • Third Line Manager - Security & Risk Management

    Jul 2012 - Sept 2014

  • Executive Assistant to Vice President

    Jul 2011 - Jun 2012

  • Second Line Manager

    Jan 2010 - Jun 2011

  • Technical Services Manager

    Nov 2006 - Dec 2009
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  IBM India Private Limited

  Jul 2015 - Jan 2020

  o Responsible for offering development and management of Hybrid Cloud Services. Key responsibility involves- Strategy for Hybrid Cloud offering within a market segment, determine its user value proposition, and define the differentiated offering which are compelling and competitive; lead design of differentiated offering and customer experience- Develop end-to-end business plan for offering(s); set detailed direction and priorities across disciplines and monitor follow through- Ensure offering readiness to GDPR for European clients- Manage offerings in market and respond to market feedback / changes- Deliver financial results for assigned offering(s)- Collaborate with the delivery leadership in understanding the nuances of the offering, ease to deliver as per the design, challenges faced and client feedback to constantly improve the offering consumption and increase market penetration - Determine POV on “where to play” and “how to win” in market segment; align stakeholders for the portfolio- Decide on business model & cross-discipline resourcing investments for the portfolio- Develop ecosystem of partners who support and add value to overall offering portfolio Show less

  • Associate Director, Global Offering Management - Integrated Managed Infrastructure (IMI)

    Nov 2018 - Jan 2020

  • Global Offering Manager - Integrated Managed Infrastructure (IMI)

    Jul 2015 - Oct 2018
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  IBM

  Jan 2020 - Sept 2021

  • Associate Director, Delivery Guild Leader - East Cloud Solutioning Center

    Sept 2020 - Sept 2021

  • Associate Director, Delivery Guild Leader - East Cloud Solutioning Center

    Jan 2020 - Sept 2020
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  Kyndryl

  Sept 2021 - Mar 2022

  Associate Director
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  Kyndryl India

  Mar 2022 - now

  • Director - Program Management - Public Cloud Portfolio

    Nov 2022 - now

  • Associate Director, Global Ecosystem Partner Leader - Applications, Data & AI Practice

    Mar 2022 - Oct 2022