Jomy Jose

Experience

• 

  Mphasis

  Mar 2005 - Dec 2012

  As an Operations Manager with the Global Operations Center. Job role involves, People Management, Interactions with Account Teams and Clients, Managing Account Level Escalation, Talent Management, Optimum Resource Utilization and Staffing, Co-ordination with Project Managers during Transition of new/add-on business from other centers. My Teams comprising of about 78 members spread across Bangalore, Pune and Chennai catered to multiple clients from Global (EMEA/AMER and APAC region). One of my teams provided level 1 of Infrastructure Support by performing Event/Alert Monitoring for the Wintel/Unix and networking devices and Application Support for the top BANK in Australia. Other teams were into Mainframe Operations and Batch Management which included Monitoring and Scheduling. Batch Scheduling was performed for both Midrange and Mainframe on tools like Autosys, CA7, Control M, OPC, ESP. Responsibilities:• Analyzing any new workload by working with Sales teams.• Understand the client requirement.• Transitioning projects of various range starting from 2 FTE to 30 FTE from different locations across the world.• Hire required professionals and onboard them within agreed timeline.• People management • Issue management • Risk Management • Scorecard creation.• Monitoring Performance of team.• IRF (Internal Revenue File) Monitoring.• Maintaining Basic P&L for the projects with respect to overheads. • Employee satisfaction and Customer Satisfaction.• Monthly review with Team leads.• Understanding requirements from clients.• Single point of contact for the client.• Regular one on ones with team leads and skip meeting with team members.• Monthly review with Client.• Handling Escalation.• Creating SIP (Service Improvement Plan) when required.• Strive towards providing excellent customer satisfaction by thriving the teams to go the extra mile.• Reporting, Trend analysis and process review• Being part of the ISO/Internal Audit. Show less Job role include People care and attrition control, Team Building, Escalation Handling, Performance Management, SLA Management along with Reporting and Dashboards, Quality Control and Process adherence, DR Activities and also use to perform Hiring for the RMC teams. My teams ( 55 Members ) were into Mainframe Operations and Batch Management which included Monitoring and Scheduling. Batch Scheduling was performed for both Midrange and Mainframe on tools like Autosys, CA7, Control M, OPC, ESP. Responsibilities: • Involved in Transition from the Day one of Migration for the Incident Management and Application Support and Monitoring Support.• Planned the Knowledge Transfer schedule and other Logistics involved with it.• Co-ordinated with Talent force group and Recruitment teams for Hiring the Incumbent and Contractors.• Involved with the ITSM Process Consultant for framing of the ITSM process to be implemented in the Client Infrastructure Environment • Key stakeholder from delivery on process improvements & service improvement calls. Working closely in closing all the SIP action items from application team• Leading a Team that provides end to end support for the Application Monitoring and also Incident and Change Management.• Attending Operational Review Calls with the Account Managers on a daily basis for reviewing the progress /challenges• Worked with the Service Delivery Excellence team and ADM for the actions for the Monitoring team for the GTG Plan and collaboratively got the account to Green• SLA/metrics management• Review on weekly performance• Conduct monthly review on every team members score card.• Creating/updating process documents • SLO scorecards• SLA performance dashboard• Handling Escalations.• Changing the existing process based on client requirement and implementing without any disrupt in service across the teams.• Supplier performance management & reviews• Act as a vendor management specialist• RMS management. Show less Part of the team to set up Global Operations Center as a practice at Mphasis in 2008 along with Mainframe Practice which took care of zos , DB2,CICS,Batch monitoring and Scheduling, Engineering and Automation . GOC was into monitoring first level infra support and application. In addition to Midrange Monitoring and Application support, Batch and Mainframe services were also founded and I am have been instrumental being the team lead to all the pilot process for each of these services. As a Team Lead my job role included People care and attrition control, Team Building, Escalation Handling, Performance Management, SLA Management along with Reporting and Dashboards, Quality Control and Process adherence, DR Activities and also use to perform Hiring for the RMC teams. Managed 3 teams of 33 people performing 24X7 Midrange Monitoring for 108 clients from the APAC region, Mainframe Operations of Leveraged Accounts from APAC and EMEA and BATCH Monitoring of leveraged Accounts across 3 locations. Achievements: 1. Successful Transition of Application Support for a leading American Financial services and communications company 2. Successful Transition of Midrange Monitoring for Leverage accounts from Americas Region kick starting the Global Operations Center in Mphasis3. Successful transition of first Batch Monitoring work for leveraged clients from Brazil 4. Successful transition of the first Mainframe Operations team from Brazil 5. Implementation of the SharePoint (2007) for the Monitoring teams to collaborate for smooth handovers.6. Received ITO- Control Center Operations Management Award for Contribution to MphasiS.7. Successfully performed career progression for top 10 performers in the team.8. Completed ITIL V3 Foundation Certification. Show less I was part of the team to set up the Bangalore Site for ITO Service Desk, adding to the Mumbai and Pune Centers and leading the pilot team to kick start the operations in Bangalore. My role as a team lead involved taking care of a 35 member team out of the large 70 member team handing a leading bank in Hungary. My role also involved in creating KT plan and interacting with the clients who were on site to do KT transfer and to make sure training were conducted on regular basis to shadow monitoring phase to steady state of operations.Responsibilities• Handle the initial KT process from startup phase to plan phase to Knowledge transfer and steady state.• Manage the day–to-day planning, operation and problem-solving of the team to meet with the required service level components, standards and sales targets • Develop the team to ensure delivery of a consistently superior customer experience• Develop the team to a highly knowledgeable and customer- focused resources• People management• Operational management: managing the floor, adherence to schedule• Ownership and problem resolution• Handling escalations• Root cause analysis for escalations• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call• Training and development of the team• Motivating the team to deliver at its best• Performance appraisal for the team• Compiling reports on team’s performance and customer feedback.• Communication and being a focal point of dissemination of information from management to team and vice versa• Work very closely with team members to solve customer problems• Understand agent's problems and weaknesses and address these• Offers solutions and suggestions for process improvement to management• Training need analysis • Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations• Roster management team meetings Show less As part of my role as an team leader I got to handle the escalation team for the entire center and part of the escalation global team. My team of 25 members handled all the issues across dail up, broad band and home networking. My team was the last point of contact for the cx issues and my team was responsible to make sure we have 100 % resolution rates for issues not solved at basic tech support level across the globeResponsibilities• Manage the day–to-day planning, operation and problem-solving of the team to meet with the required service level components, standards and sales targets • Develop the team to ensure delivery of a consistently superior customer experience• Develop the team to a highly knowledgeable and customer- focused resources• People management• Operational management: managing the floor, adherence to schedule• Ownership and problem resolution• Handling escalations• Root cause analysis for escalations• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call• Training and development of the team• Motivating the team to deliver at its best• Performance appraisal for the team• Compiling reports on team’s performance and customer feedback.• Communication and being a focal point of dissemination of information from management to team and vis versa• Work very closely with team members to solve customer problems• Understand agent's problems and weaknesses and address these• Offers solutions and suggestions for process improvement to management• Take decisions on training requirement for team members • Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations• Roster management • Regular team meetings providing process updates and getting to understand their issues and addressing them Show less As part of the Nesting Support Group I am given the job of a SME and also its only this group that trains all future process intakes in all service lines that we supported for the ISP. Each person from this 4 member team is given a set of 10 resources till they graduate to the floor. This was 400+ center so there are times NSG members are forced to take up more than one team at the same time. Responsibilities• Process Training for each Nesting Batch • Training and development of the team• Motivating the team to deliver at its best• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call• Manage the day–to-day planning, operation and problem-solving of the team to meet with the required service level components, standards and sales targets • Develop the team to ensure delivery of a consistently superior customer experience• Develop the team to a highly knowledgeable and customer- focused resources• People management• Operational management: managing the floor, adherence to schedule• Ownership and problem resolution• Handling escalations• Root cause analysis for escalations• Understand agent's problems and weaknesses and address these• Take decisions on training requirement for team members Show less As a Tech support analyst my Job role involved a B2C model for a leading US based ISP . Responsibilities• Handling inbound tech support calls• Support involved issues to Dial up, Broad Band and Home Networking. • Provide technical support to users by following knowledge base and answering questions; troubleshooting problems• Guiding customers through corrective steps• Participate in best practices sharing session• Help and suggest ‘worked solutions’ to further building the knowledge base• Recommending training needs• Make sure that all the quality parameters are met during call taking• Make sure that the best resolution is provided on every call keeping in mind customer satisfaction• Creating/updating process documents • Changing the existing process based on client requirement and implementing without any disrupt in service across the teams. Show less

  • Operations Manager

    Mar 2011 - Dec 2012

  • Assistant Manager

    Dec 2009 - Feb 2011

  • Team Lead - ITO GLOBAL OPERATIONS CENTER

    Jun 2008 - Nov 2009

  • Team Lead- ITO BANGALORE SERVICE DESK

    Nov 2007 - May 2008

  • Team Lead - ISP PRODUCT SERVICES

    Jul 2007 - Oct 2007

  • NSG (NESTING SUPPORT GROUP)

    Dec 2006 - Jun 2007

  • Technical Support Analyst

    Mar 2005 - Nov 2006
• 

  Mphasis

  Mar 2013 - Dec 2016

  Delivery Manager

  My role includes being the primary owner of all the services defined in the SOW and being accountable for the operations , incident compliance and delivery escalation process .Responsibilities:• Interface with account delivery manager and individual service lines to ensure customer commitments are met.• Leads project planning, scheduling, monitoring, and reporting activities for small to medium SOE implementation projects.• Facilitates needs assessment and the development of recommended project control solutions to be used for planning, scheduling, and tracking projects through integration of various project management tools.• Determines, monitors, and reviews project economics to include staffing requirements, resources, and risk.• Contributes to project estimation process and validate project plans and schedules. • Undertakes status review meetings, on project monitoring and reporting, on activities related to critical path of the project, on weekly basis. • Controls project requirements, scope, and change management issues.• Establishes appropriate metrics for measuring key project criteria.• Single Point of contact for both onshore and offshore teams (leaving aside their team leads).• Responsible to get new business/add on business.• Maintaining the revenues and gross margins.• Relationship management from delivery and sales perspective. • Contract and revenue management (forecasting, Billing, Opp. Management).• Responsible for collections for the due invoices.• Regularly meeting account teams to understand the account status.• Preparing GTG plan for the pain points if any raised by accounts.• Creating SIP (Service Improvement Plan) when required.• Strive towards providing excellent customer satisfaction by thriving the teams to go the extra mile.• Reporting , Trend analysis and Conducting process review.• Being part of the ISO/Internal Audit• Preparing GTG plan for the pain points if any raised by accounts. Show less

• 

  JPMorgan Chase & Co.

  Dec 2016 - now

  • Vice President

    Sept 2021 - now

  • Associate

    Dec 2016 - Aug 2021
• 

  JPMorganChase

  -

  Vice President