Experience

• 

  Dataline integration pvt. ltd.

  Oct 2002 - Jan 2003

  Techno commercial operations (product support)

  Major Customers - Asian Paints , Kirolskar Cummins , Atlas Copco , Mumbai University Techno commercial activities for System Integration , IT network implmentation and management including• Customer interaction• Customer requirement Analysis.• Solution development • Project Costing• Preparing detailed techno commercial Proposal and presentation • Purchase order follow-up • Vendor Management

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  Management solutions pvt. ltd.

  Apr 2004 - Mar 2006

  Database operations

  Handling Database administration Operations for clients • Installation of Database package – Oracle , SQL etc.• Designing and implementing database structures - Tables , triggers etc. • Designing SQL / PL-SQL queries • Testing and Performance Tuning • Managing structural changes Customer accounts • ACC (Associated Cement Companies)• Indian Institute of Hardware technology (IIHT)

• 

  Itech consultancy pvt. ltd.

  Apr 2006 - Jan 2007

  Manager (technical operations)

  End to end lifecycle management for software development Projects• Customer requirement Analysis • System Design• Monitoring Solution Development• Designing and managing backend Database• Testing• User Acceptance testing (UAT)• Final Product Delivery • SupportCustomer accounts• ACC (Associated Cement Companies)• Birla Insurance Advisory Services

• 

  Microscan

  Feb 2007 - Mar 2014

  Manager operations

  End to End account management - Telecom , ITEs and ISP projects including infrastructure (wireline / Fiber) system integration , network management , Revenue management of approx.. 1 million USD per year. • Handling team of customer account managers and onsite service managers• Customer Requirement analysis and Feasibility.• Solution designing and technical proposal and BOQ• Scope of work (SOW) , Service Level Agreement (SLA) negotiations• Attending client meetings and interactions for regular project review • Handling Conflict Resolution and scope deviation• Managing interdepartmental communication and coordinating with project stakeholders • Setting up performance management and service assurance model ensuring adherence to agreed Minimum Time to Respond (MTTR) / TAT• Ensuring invoicing is done as per agreed terms and service delivery phases.• Coordinating with customer SPOCs and Internal accounting team for tracking of monthly receivable and cash flow. • Assisting finance and costing team for new project viability, projected revenue and growth statements and managing operational costs. Customer accounts managed • Airtel • Reliance Jio • Tata communications • Sify technologies • Hutchison 3 Global • Alcatel Lucent Network Management Services Show less

• 

  Vodafone

  Jun 2014 - Jan 2021

  Functional lead at “Global Office IT '' technology function which is part of Technology delivery operations responsible to deliver and maintain portfolio of 60+ services globally. Technologies include AD, Azure AD ,ADFS, Single Sign On, DNS, Conditional access ,Exchange Mail backbone Exchange Online, Mobile device management ,Intune , Azure Information Protection, Mobile application management ,Skype , MS Teams , Microsoft 365 ,App delivery , Application Packaging, Asset Management ,SharePoint Online etc.Leading team of 18 Subject matter experts within Global Service Management , Service Delivery , Project Management Key focus area include • High level solution design • Creation of Business case and resourcing plan • definition, implementation, and modification of the support model by engaging with SMEs ,support desks , technical teams• definition,implementation, and modification of operational processes & procedures• ensuring technical and process training , creation, handover and review of support documentation to support teams and skills and knowledge transfer to operations.(service desk, floor support, first, second, third level support)• Design for the data model and the configuration of the tools used to support and automate Service Mgmt processes. • build strong relationships with the Service Providers for Service delivery and for operational support and manage and steer their performance using benchmarking and KPIs• working closely with Centre of excellence teams to establish standardize lean processes & tool configurations.• The responsibility for the effectiveness for compliance of process to all applicable regulations, in particular SOX and ISO 27001 complianceOther responsibilities include - • approval authority as a permanent member to Project review board.• approval authority as a permanent member of Global Change advisory Board to review change request for service infrastructure rollout and upgrades Show less Leading Service enablement team which has end-to-end accountability for Service Delivery & Enablement both for project implementations, as well as for service improvements executed as part of BusinessServices delivery across 30 + Vodafone Markets across globe Europe , Africa and ANZ. Some major services being delivered - Facebook for Workplace , AIP (Azure Information Protection) , Microsoft Intunes , AIP , BYOD , ADFS , Azure AD and workplace solutions etc to name a few. End to end Service Delivery & Enablement comprises all deliverables & results that are required to ensure that a service can be delivered successfully to new market / customer. • Designing & maintaining operations support model for a services • Designing ,maintaining and standardising operational processes and procedures• participate in the Service review meetings to represent Operations Support for all project decisions• delivery of working instructions, training material, & training to all customer service desk, floor support, first, second, third level support & operations support teams.• ensuring handover & review of architecture and design documentation. • ensuring handover & review of operational documentation (operations handbook, capacity plan, etc.)• ensuring design & implementation of user access management.• co-ordination of external consultants ensuring contractual agreements are in place • creation & update of communication plans for service enablement• ensuring & requesting tool configuration, in particular Remedy, including tool interfaces• contribute to meet governance, legal, contractual and regulatory requirements.• maintaining close working relationships with support & operations teams, in particular with the Customer Service Desks to track short and long term effectiveness of Service Enablement. Show less Leading End to end delivery of Global Service management operations to 26 + International markets including US,UK, Germany, Italy, Spain ,Africa , New Zealand. • Handling geographically distributed team across India , Europe and Egypt both functionally and administratively.• Delivering the Service Manager role according to the process documentation, ensuring quality for process execution, configuration item data in Remedy, and for process documentation.• The responsibility to approve or reject changes as Global Change Manager • Managing change approvals and leading the meetings of the Change Advisory Board (CAB) • Ensuring appropriate functional and operational change assessment is provided in a timely manner to drive CAB decisions• Monitoring and controlling change execution and timely closure of Changes • The responsibility to ensure effective and timely communication on change implementation and planned and unplanned service impact due to change implementation• Manage and drive problem analysis to deliver Root Cause Analysis (RCA)• Manage and drive problem resolution with the objective of improving service quality, customer experience, and operational efficiency• Perform incident analysis to identify clusters of incidents with common symptoms or root causes and initiate problem management for these (for P1 & P2 Incidents only)• Ownership of all service management process documentation including working instructions and training material• The responsibility for the effectiveness and efficiency of processes, and for compliance of the process to all applicable regulations, in particular SOX and ISO 27001 •The responsibility for process improvements, driving effectiveness of the process, standardization and automation • Representing Office IT service management in the interaction with the service management authorities of other entities (Group and Local Markets) or external organisations Show less

  • Deputy General Manager - Functional Lead Service Management and project delivery

    Jan 2019 - Jan 2021

  • Lead Service Enablement - Managing Service delivery to Vodafone Global markets

    Jun 2018 - Jan 2019

  • Manager - Team Lead

    Jun 2014 - Jun 2018
• 

  Capgemini

  Jan 2021 - now

  Leading a team of Subject Matter Experts across Global Service Management Consultancy and Expert Support group. Primary objective - 1. Conduct maturity assessments to appraise accounts of the effectiveness of implemented ITSM processes to ensure they address the gaps and have more effective control and quality of service. 2. Develop and execute comprehensive training programs to upskill and recognize existing expertise and reduce dependency on external resourcing.3. Drive Improvement actions and adoption of good practices across regions to enhance value to customers4. Drive standardization from process and tool perspectives which help reduce overheads and dependencies. 5. Engage in go-to-green / hypercare to help accounts overcome the critical situations and enhance customer experience.6. Define costing model for Solutioning (DCD’s) 7. Global MIM and Problem Management review , analyzing critical gaps and common concern areas and validate actions taken to prevent avoidable incidents. Show less Part of Expert Support Group (ESG) at Cloud Infrastructure Services (CIS) . CIS provides cloud and related infrastructure implementation , migration and BAU operations support to approx 500+ clients across Globe. ESG is team of Subject Matter Experts across different technology , service management and service delivery areas. ESG works across entire global CIS set up working with offshore and onshore teams to provide following services - * Center of excellence - Implementation of Industry best practices to achieve delivery excellence and operational maturity , mentoring and upskilling of resources who aspire to be experts , create a workforce of cross functional experts for rapid mobilization of resources and ensure better operability for demanding environment. * Advisory services and Project support - Advisory for complex solutions , business case development , proposals for Migration / transition projects and existing deal renewals , identify upsell opportunities. * Delivery Adoption - Tool adoption and Standardization , Tooling and technology enablement , service delivery issues , Driving Automations* Consultancy services - End to end Process maturity assessment and gap analysis for accounts , evaluate current set up and its performance , highlight delivery risk and propose service improvements roadmap* Building Cost Efficiencies - Assessment of overall delivery platform, operations and identify cost saving opportunities. Create a roadmap and assist delivery to realize cost savings.*Crisis Management - Design and implement robust crisis management framework. Managing crisis situations which impact global infrastructure and mission critical services.* Operational stability - Adoption of AI and predictive analysis for forecasting incidents / operational risk and ensure necessary steps are being implemented. Implement knowledge management framework for capturing proactive and reactive learnings, tactical workarounds and reusable components/solutions. Show less

  • Lead - Enterprise Service Management Service Line (Ready to Deliver) and Expert Support Group

    Jan 2023 - now

  • Program Manager - Cloud Infrastructure Services - Expert Support Group

    Jan 2021 - Dec 2022