Experience

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  Binil's electricals & electronics

  May 1999 - Jan 2009

  Head of customer relations

  ● Managed Sales and Service operations for the family-run business as well as undertook overall management of activities dealing with customer escalations and inventory management● Analysed customer feedback data and actioned processes that improved customer retention statistics as well as overall turnaround time● Key clients – BPL Consumer Electronics, BPL Healthcare, Nokia

• 

  Roadmelters - jamshedpur bullet club

  Mar 2008 - Feb 2009

  Co founder

  Roadmelters was the brainchild of five individuals from Jamshedpur who had one thing in common, their love for riding and the Royal Enfield Bullets. I was one of the five who after meeting veterans from The Eastern Bulls (Calcutta Bullet Club) & The Inddiethumpers (Bombay Bullet Club), decided to start an organization for our own city. I was a key player in setting the ground rules and operations of this foundation.

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  Wipro

  Feb 2009 - May 2019

  ● Manage operations and serve as SPOC for major-incidents & escalations for 100+ global accounts in a multi-tenancy ITSM environment for the shared service model (GCC)● Ensure successful end-to-end delivery of the projects spread across GCC shared delivery models● Build strong relationships by addressing customer issues and complaints in a timely manner● Manage a team of 30+ members including engineers, pre-sales managers, project managers and ISP/Datacentre Vendors● Conduct performance reviews and provide performance feedback to team members● Achieved 99% availability of the ticketing tool, the core component of the ITSM Platform - ServiceNow, 24/7 365 days a year● Other KRAs include resource planning and mobilization, managing deliveries and resolving dependencies, change management, client relationship management and internal interfacing for project requirements, resource training, optimization & job rotation● Key Clients – Assa Abloy, AkzoNobel, Daimler AG, Thomas Cook, University of Canberra Show less ● Pro-actively managed the incident management desk at GCC (shared service model), ensuring service operations were not impacted adversely● Involved in all the escalation calls and addressed issues till closure● Ensured work is done in compliance with company/client policies and procedures● Planned and coordinated all the activities required to perform, monitor and report for seamless running of the critical applications in a 9-member Level 1 Support Desk● Reduced Open Hours and Turn Around Time for tasks assigned to the team by 50%● Awarded the ‘Best Operations Manager’ title Show less

  • Program Manager

    Jan 2015 - May 2019

  • Operations Manager - Incident Management ~ (ServiceNXT)

    Sept 2013 - Dec 2014

  • Team Manager

    Jun 2011 - Aug 2013

  • Subject Matter Expert

    Feb 2009 - May 2011
• 

  Ntt data north america

  May 2019 - now

  • Associate Director

    Oct 2022 - now

  • Senior Manager | Service Management

    May 2019 - Oct 2022
• 

  Ntt data north america

  -

  Associate director