Montu Modak

Experience

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  Future Kids

  Oct 2000 - Sept 2002

  System Administrator

  Responsibilities were to take care of entire IT infrastructure and for establishment of branch at Mumbai, Pune and Hyderabad and were accountable for Systems Support and Maintenance services for over 350 systems in Schools which includes OS/Software installation, Network Configuration/Management, Security Management and Backup/Restore of data.

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  Sutherland

  Sept 2002 - Oct 2004

  Helpdesk Engineer

  - Provide 1st tier telephonic support to end to end US customers of Gateway Computers and to resolve technical issues.- Provided Remote Online Troubleshooting which involves Hardware troubleshooting, Software Configuration and Network Maintenance for small LANs over operating systems like Windows XP, Windows 2000, Windows ME and Windows 98.- Helpdesk/Service Desk management

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  Wipro

  Oct 2004 - Mar 2014

  Single Point of Contact for Infrastructure service for large Retail & Banking account. A prime responsibility includes:- Steering transition and setting up at offshore for the client at Cincinnati, OH, United States of America across diverse technology towers in Shared service and Enterprise database Management mainly included client management, estimations, mentoring tech leads for delivery and focus on service improvements and drive value added services.- Defining Statement of Work (SOW) for 13 technical streams with client agreement for 133 FTE's.- Expertise in performing transition of new engagement, converting staff augment program into managed services, cost reduction initiatives & managing team collaboration for Retail and Banking, Financial services and Insurance organizations.- Worked closely with BU level leadership teams and various skills in rolling out strategic organization level initiatives for the account - Implementing strategic plans for information systems & technology solutions for products, extending ITIL Service Support in Incident, Problem, Change, Release and Configuration Management - Contribution towards in Managing Information systems at account level (Application and Infrastructure services engagement) and was instrumental in defining and rolling out the SLA frame work for the engagement.- Facilitating SLA governance process including reporting and tracking of SLA performance, handling escalation in the event of potential SLA misses and performing RCA analysis and remediation in the event of missed SLAs. - Acting as escalation point to resolve issues for all support issues; steering resolution of customer's technical support issues. Show less

  • Project Manager

    Dec 2010 - Mar 2014

  • Module Lead

    Oct 2004 - Dec 2010
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  Accenture

  Mar 2014 - Sept 2020

  Accountable for deploying large meeting rooms like Microsoft Teams Room (MTR), Igloo Room standardization, Video Conferencing Learning Classroom & Migration to RAP solutions and Cyviz Technology as part of the Digital Workplace Innovation (DWPI) program across AWS/CIO/ISA.IT Service Delivery:- Leading strategy and implementation of over 100 connected classrooms integrated into (and creating where necessary) global / regional / local processes across Accenture's geographies and business units as a part of the Accenture's Learning Delivery Strategy for enabling both 'time away to learn' and 'learning all the time' for the people. Project Management:- Designing and implementing IT governance framework, performance monitoring, communication plan, Governance Reviews, Anchoring Steering committee meetings, escalation management, relationship management.- Diversifying risk management with mitigation plan at program, project, operations and contractual level for the risks associated with people, technology, processes and social environments. IT Infrastructure Management:- Preparing annual budgets, revenue leakage prevention, new business initiatives, contractual amendments- Handling various technical aspects like project documentation, system design & integration, monitoring critical paths & taking appropriate actions for multiple projects.Technical Support:- Assessing IT requirements of the organization in terms of software/ hardware and identifying / developing vendors for procuring IT products at cost-effective rates.- Providing analysis to process improvement activities by measuring productivity results that translate to financial benefits.Stakeholder Management:- Assessing the business needs of the customers and identifying key challenges, constraints and risks thereby defining the project scope as a part of (DWPI) program.- Liaising between the lines of business and enabling functional areas throughout the project life cycle. Show less Responsible for deploying large Video Conferencing Learning Classroom across Accenture Global Centre, which defines the below proficiencies:Project Management- Planning project activities viz., scoping, estimation, tracking, change management, delivery management & post implementation support- Developing project schedules, cost/resource estimation, establishing quality measures and setting up milestones, implementing project plans within pre-set budgets and deadlineIT Infrastructure Management- Assessing IT requirements of the organization in terms of software / hardware and identifying / developing vendors for procuring IT products at cost-effective ratesIT Operations- Driving business operations to outperform annual objectives, functioning as key driver for business process design and solution identificationClient Relationship Management- Achieving Customer Satisfaction metrics in process improvement and ensuring SLA Management with experience in quality standards, process framework implementation and quality audits- Working in partnership with business stakeholders to agree mutual priorities, business demand plans and improvement opportunities Show less

  • Program, Project & Service Management Manager

    Sept 2017 - Sept 2020

  • Regional Deployment Manager

    Mar 2014 - Aug 2017
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  HCLTech

  Sept 2021 - now

  Senior Manager - Global IT Service Delivery / Steady State Lead

  IT Service Delivery / Steady State:❖ Responsible to manage end to end Delivery of 500+ FTE's of FSO (Field support operation Team), Command Center which is spread across geography of 39 countries with 3000+ sites - 10000+ users of Dedicated, Cluster and Dispatch support model with a total of 11 support partners/vendors.❖ Accountable to manage Multilingual Service Desk Function, Command Centre, PC-Refresh, Asset Management and Desk Side Support Teams. ❖ Maintaining annual budgets, revenue leakage prevention, new business initiatives, contractual amendments, Penalty/Rewards working based on project milestones and SLA achievements, managing gross margins. ❖ Operations Readiness: o Coordinate with transition team to gather support scope validation.o IT Office readiness - Space allotment across geographies. o Resource on boarding to precise locations co-ordinating with client's existing partners, organization preferred vendor, client preferred vendor and contract/SOW finalization.o Site validation, Support hours’ finalization, Site classification of Dedicated, Cluster or Dispatch sites, review and finalization of SOW and MSA Validation with both organization legal team, client and with vendors and sub-vendors with total contract value of 70 million USD. o Define SLA, KPI's, Escalation matrix, Process improvements and manage and deliver operation activities like Tools, Share Point, client & vendors ticketing portal, DL/GAL creations, Access management, Resolver / Support Group creation and assignation.o Managing to adherence of across geographies Health & Safety guidelines of all FTE's and FTC's. o Responsible for SLA Management, Customer Satisfaction, Escalations in the event of potential SLA misses and performing RCA analysis and remediation in the event of missed SLAs, RAID log mitigation analysis, Reporting Steering and Governance Committee.o Implementing strategic plans for information systems & technology solutions for products. Show less