Narayana Shroff

Experience

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  Sutherland

  Aug 2004 - Jul 2005

  Tech Support Exec
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  Sutherland

  Sept 2005 - Sept 2008

  Team Leader - Sage Software

   Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members. Planning targets, monitoring numbers and achieving the targets on a daily, weekly & monthly basis in adherence to the pre-set standards. Identifying and implementing strategies for building team effectiveness by having a career planning discussion for each individual employee and laying out a plan for its achievement; understanding people concerns to keep a tab on organization health. Show less

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  IBM

  Sept 2008 - Jan 2016

   Act as customer SPOC for key aspects concerning service delivery on a day to day basis. Responsible for driving a high severity or escalated incident towards resolution. Chair Major Incidents / Outages calls & analyze the RCA’s & take the preventive measures to mitigate the risks. Closely monitor accounts during critical periods like quarter end change freezes and on emergency changes and high impacting incidents also reviewing and approve Infrastructure changes on behalf of customers. Ensuring all service level metrics is met or exceeded indicating sufficient levels of service for customers and work towards reduced MTTR (Mean Time To Recover). Responsible for creating, updating procedure & process documents in knowledge repository for my primary accounts Responsible for service delivery audit readiness and ensures Compliance to all Business Controls activities. Ensure audit readiness for Incident, Problem and Change Management Process. Facilitate to provide technical support and participate in the Change Control Board and/or change control process Streamline / Suggest process changes wherever necessary. Show less  Defining governance structure, best practices for project support and documentation.  Preparing proposals, business presentations to clients and handling resource planning, technical direction, effort estimation, tracking, risk management & mentoring; analysing user requirements and statistics to identify trends and resolve performance issues.  Defining service standards and guidelines that serve as benchmark for excellent service delivery and as per Global standards; ensuring adherence to Service Level Agreements. Ensure results from analysed availability data routes appropriately (i.e. for the identification of operational incidents / problems). Support innovative solutions based on findings. Show less

  • IT Service Delivery Manager

    Aug 2013 - Jan 2016

  • Service Availability Manager - Service Delivery Management

    Aug 2010 - Jul 2013

  • Change Manager

    Sept 2008 - Jul 2010
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  Cognizant

  Jan 2016 - Jan 2017

  Manager - Service Delivery

   Manage various technical towers such as Wintel, AD, Messaging, O365, Citrix, Network, AS400, EUC, Integrated Command Centre and Service Integration Office. Responsible for smooth day-day BAU operations and monthly invoicing. Project Manage by ensuring Right sizing, right skilling and Operations Vs Cost efficiency. SPOC for New Customer Onboarding and signoff for the Delivery and Support. Accountable for Employee Engagement, Retention, Individual Development Plans and Continual Service Improvement. Lead & Practice to drive productivity gains through automation. Responsible for end to end management of the program delivery- which includes service delivery processes, transformation, cost optimization, people practices, customer satisfaction, contractual deliverables, risk management, internal & customer governance. Work with the Delivery Excellence team in ensuring project and account compliance and also lead all the project audits (internal & external) from Service Delivery perspective. Show less

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  Dell Technologies

  Jan 2017 - now

  Sr. Advisor- Account Services Management