Alex Varghese

Experience

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  Sitel

  Aug 2003 - Jul 2008

  Product Specialist

  Handling the role of Subject Matter Expert for 24/7 IT helpdesk.Demonstrate Excellent Knowledge of entire scope of support.Maintain Discipline, Quality and Process Knowledge.Assist the Area Managers in preparation of production plans, reports and performance charts

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  IBM India Private Limited

  Aug 2008 - May 2015

  Technical Services Manager

  Manage direct daily operations for server Side operations team of about 40 members performing server monitoring, application monitoring ,incident ,change ,project management & database monitoring 24*7 services for various clients and accounts.Manage delivering to contract performance standards and client measurements, Account SLA and SLOs.Working towards service activation and de-activation of various servers from the stake-holders and getting them into BAU.Strong Data center management and data centre support experience.Continually identify ways to reduce defects, cost of delivering the services and improve service quality.People management responsibilities (Enablement, Growth, Performance etc.)Ensure execution of disciplines and ensure GDF Lean transformationsResponsible for the Compliance & Quality at the competency level (Process/procedure documentation, Work instructions, Incoming ticket reduction, Transaction Quality Improvement)Own & Deploy transformation projects to for Delivery efficiency.Provide root cause analysis to the application team from the vendors.Develop technical talent and leadership in the team.Encouraging innovations and best practices and ideas.Strong technology understanding with in Distributed Server Environment. Participate on business leadership meetings, help develop and drive strategies which improve the competitive position and profitability of the organization.Target to achieve 18% efficiency through Lean principles - Pooling, Cross-training, process improvement Defect prevention & Automation.Responsible to manage resource effectively - Define objectives, managing activities and help team members grow and deliver effectively, ensure all activities are delivered on time.Responsible to select, recruit (where applicable), develop and retain team members whose competencies are critical for the process overall success Show less

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  Wipro

  May 2015 - Oct 2016

  Manager

  • Responsible for IT operations management, client management and people management for one of the critical storage projects of Wipro• Managing a team of 90 storage L1 and L2 engineers along with Four team leads and 4 SME's• Managing SLA’s as defined by the statement of work for project.• Financial budgeting, revenue planning, billing, increasing gross and operating margins.• Conducting Weekly and Monthly business reviews with customers and management • Working with the Quality/Operations team to maintain the process hygiene • Driving process improvement initiatives• Working with the PMO team in preparing and Invoicing Financial billing• Hiring and Training management • Managing the day to day operations which include both customer and company SLA’s• Ensuring proper resources are aligned to the tasks based on the severity of the tasks, escalating critical issues to the corporate teams, providing guidance to the team, ensuring effective resource utilization• Coordinating with Global Support teams for continual service operations and driving compliance within the team• Develop procedures and practices to manage and report on the performance of the Storage environment in order to meet all required service level agreements. • Conducting monthly 1-1 reviews with the team for performance and professional development of the engineers• Assisting the external audit team’s for internal compliance metrics• Drive Automation.• Attending regular reviews with the client for process improvement• Transitioned SMARTs line of business from US into India for the EMC account. • Optimizing resource utilization.• Priority case metrics management• Service request lifecycle management.• Data unavailable/Data Loss incident management.• Engineer lifecycle management (Hiring, Rotation & Attrition)• Team Lead, Escalation Manager, Operations Manager lifecycle management (Hiring, Rotation & Attrition)• Improving Quality & CSAT metrics Show less

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  IBM India Private Limited

  Nov 2016 - Nov 2021

  Delivery Services Manager

  Mainframes manager - Manage North American Delivery for IBM Mainframe CICS and MQ.

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  Kyndryl

  Sept 2021 - now

  Delivery Manager

  Manager - CICS & MQ - Mainframe Technology