Vinay Narasaiah

Experience

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  Convergys

  Feb 2005 - Aug 2008

  Tech Lead

  • Assist Support Professionals in managing end users phone calls as required• Provide timely technical and professional mentoring to Support Professionals• Assist Support Professionals is solving non-routine software, hardware, and procedure problems, using computer and manuals• Provide recommendations for management review of Support Professionals’ performance• Pass technical knowledge measures of Microsoft products and Service Packs• Check Support Professionals’ documented cases for completeness and accuracy• Develop and deliver technical training to staff• Participate in pre-release bug and KB/SO bashes• Identify and devise solutions, tools, white papers or workarounds for specialty issues • Assist with training of new hires • Coach Support Professionals and participate in coaching calibration process• Work with staff, computer users, supervisors, and managers to ensure company goals are met• Successfully complete all client related training. • Resolve escalated customer complaints. • Ensure training needs of subordinates and peers are met.• Communicate all process and client changes to direct reports within specific timeliness.• Promote the use of all center communication tools. • Administrative day to day management of the team.• Being the Duty Manager to co-ordinate manned levels.• Provide Subject Matter Expertise.• Responsible for the entire team comprising of 15 Technical support professionals.• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. Show less

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  Convergys India Services Private Limited

  Feb 2005 - Aug 2008

  Tech Lead

  b) Tech lead for Microsoft Windows XP: January 2007Job Profile : • Assist Support Professionals in managing end users phone calls as required• Provide timely technical and professional mentoring to Support Professionals• Assist Support Professionals is solving non-routine software, hardware, and procedure problems, using computer and manuals• Provide recommendations for management review of Support Professionals’ performance• Pass technical knowledge measures of Microsoft products and Service Packs• Check Support Professionals’ documented cases for completeness and accuracy• Develop and deliver technical training to staff• Participate in pre-release bug and KB/SO bashes• Identify and devise solutions, tools, white papers or workarounds for specialty issues • Assist with training of new hires • Coach Support Professionals and participate in coaching calibration process• Work with staff, computer users, supervisors, and managers to ensure company goals are met• Successfully complete all client related training. • Resolve escalated customer complaints. • Ensure training needs of subordinates and peers are met.• Communicate all process and client changes to direct reports within specific timeliness.• Promote the use of all center communication tools. • Administrative day to day management of the team.• Being the Duty Manager to co-ordinate manned levels.• Provide Subject Matter Expertise.• Responsible for the entire team comprising of 15 Technical support professionals.• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. Show less

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  Infinite Computer Solutions

  Aug 2008 - Feb 2012

  Senior Project Lead @ Infinite Computer Solutions

  Senior Project Lead: Job Profile: We work for Fujitsu UK client. We provide 24/7 Infrastructure Management Service as 2nd level support. Shift Leads went Stevenage, London on August 2008 and in June 2010 for an onshore Knowledge transfer. We worked there for 3 months and then back in Bangalore successfully, I transitioned the process from UK to India. Our job profile includes the below mentioned things1. I handle a team.2. We monitor 16,000(32000+ counters) UK post offices 24/7.3. We raise incidents and do basic level troubleshooting and transfer the tickets for further investigation to other concerned SDU’s.4. We monitor all kinds of alerts received from different server’s platform such as Window, Linux, Unix, Solaris and SAP servers.5. We are member of Change Board, we raise change requests based on clients and other SDU’s request. 6. We approve change requests raised by other SDU’s.7. We are responsible to update each and every counter across 16000 Post Offices.8. We are responsible for Program to meet the service level targets.9. We use tools like IBM TBSM, TPM, Netcool suite and Netcool Reporter.10. We also use HPoperview – NNM as part of monitoring.Also, I have actively taken part in Migrating data centers in Bootle and Wigan to Ireland11 and 19. Show less

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  IBM India Private Limited

  Feb 2012 - Jun 2015

  Service Integration Leader

  • SPOC for Service Deliveryo Provide leadership and direction to Delivery teams for one or more towerso Handle Operational Issues related to the assigned Towero Drive/participate and coordinate crisis managemento Represent the tower in different forums within the company or during the reviews with the cliento Participate in response to RFS's on behalf of the delivery organizationo Participate in account plan/strategy• Focus on Delivery Qualityo Drive/ manage service quality, performance - own service quality for service provided by the delivery organization o Monitors service-delivery performance with established governanceo Plans, facilitates & coordinates service improvement measures (SIPs)o Participate in technical proposal preparation and submit to Sr. DPE/Geo for review and approval• Focus on Efficiencyo Drives productivity in coordination with service lineso Continually identify ways to reduce cost delivering the services and improve serviceo Manage cost including annual interlock plan negotiations between service delivery and the Sr. DPE• Complianceo Drive/participate and coordinate audit readiness and compliance for delivery under the agreed terms with the cliento Experience and understanding of internal business controls as well as those standards relating to any customer contracts or agreements. E.g. CIRATS, CWP, MAD etc.o Must have demonstrated a good understanding of account business controls requirements (e.g. ISeC, Process compliance).• Client Satisfaction for Service Delivery o Understand client requirements, business opportunity identification, guidance, support and closureo Own service quality for service provided by the delivery organization o Ensure continuous communication & coordination with client o Drives productivity in coordination with service lines o Device action plan based on CSAT report o Ensure positive client satisfaction and client relationship is maintained for service delivery. Show less

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  Target

  Jun 2015 - Feb 2017

  Lead Service Manager

  Oversee development of ITSM-based management processes andcontrols to ensure quality is maintained to meet business objectives• Champion and promote service improvements on an ongoing basis tocontinually improve quality and customer satisfaction with IT services• Maintain day to day responsibility for the ownership and resolution(including any referral or escalation as may be necessary) of ServiceManagement issues which arise in connection with ITSM Services• Review service metrics (KPIs) that identify the success of the servicesbeing utilized to recommend and coordinate implementation ofchanges to ITSM services to improve metrics• Co-ordinate inter-process changes with process owners• Ensure alignment of ITSM solutions to Target and Target business needs• Formulate, agree and maintain an appropriate SLM structure for theService Delivery• Ensure appropriate OLAs/SLAs in place to support any new services• Analyze and review actual service performance against SLAs and OLAs• Provide regular reports on service performance and achievements• Review SLA targets and metrics where necessary• Review OLA targets and metrics where necessary• Review third party underpinning agreements where necessary. Show less

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  L Brands

  Feb 2017 - Feb 2020

  Product Owner

  ▪ As PO Leader – Governance structure, Agile CoE, Agile coaching.▪ Backlog Prioritization, Stake holder Management.▪ End to end Product delivery - Sprint planning, stakeholder management, release tracking/monitoring, schedule management▪ Communication Management – Global teams spanning across USA, China, Hong Kong and India.▪ Team Management - People Management, Coaching and mentoring, performance evaluation.▪ Risk Management and Reporting, Product Development Life Cycle▪ Team Management - People Management, Coaching and mentoring, performance evaluation. Show less

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  Stats Perform

  Feb 2020 - now

  Product Owner

  • Leading roadmaps of BSS and B2B orange digital products and services.• Successfully delivered Product Roadmap objectives through Agile Framework • Lead several successful Agile Program Increments from planning till delivery• Grooms and Prioritize Product Backlog and Plan implementation Strategy • Support all analysis and design activities, and closely work with other teams involved in the project, including development team, testing team and business users • Provide innovate solutions to real life business problems • Plan Sprints with the team and track functionality development • Analysis of different KPIs of the product to take strategic decisions Show less