Vipin Arora

Experience

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  Datacom

  Jan 1997 - Jan 1999

  Senior Customer Support Engineer
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  Planet E- com Solutions

  Jan 1999 - Jan 2000

  Network Server Administrator
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  HCLTech

  Jan 2000 - Jan 2001

  Network Operation Centre Leader
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  GE (GECIS)

  Apr 2001 - Apr 2004

  Assistant Manager

  IT Roles- Business IT Support- IT Transition- Contact Center technology implementation

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  Equinox

  May 2004 - Nov 2004

  Manager IT Projects, Operations

  ▶Program Management: Standardized the program management framework for reporting program metrics across multiple deployments by including templates, change management, risk management, escalation matrix , transition planning, periodical reviews & consolidate request requirements to deliverlarge technology programs.

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  IBM Daksh

  Dec 2004 - Apr 2012

  Leader of IT Transition, Solution Delivery, Project Management For India & Manila locations

  • Responsible for technology and base infrastructure setup for new locations across India• Focus on Business needs, client requirements, design solutions, scalable delivery models with right shoring and SLAs• Drive transition plan and own wing-to-wing implementation plan for all new transitions and projects across all IBM GPS• Applied IT solutions and framework based on IT Service Management for IT process improvement and IT Operations Management• Ensure price / effort estimates are competitively drawn in order to provide cost benefit• Program manage multiple projects and associated tasks like Status Reports, Risk Assessment and Mitigation, Performance management Show less

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  IBM

  Apr 2012 - Dec 2021

  ▶ Closely worked with "C" level as GTS Global CPE for global manufacturing industry leader (Mexico, LA) with annual substantial P&L▶ Full IBM Services Account global delivery contract across NA, EMEA, AP in 5 global locations with large teams.Accomplishments in:● Transformation with Azure cloud● Software Defined Network● E2E Performance & Monitoring ● Cloud Managed Services● IT Performance Management● SIAM Modeling ● Security Operation Center● Business Continuity● Mobility & Resiliency Platforms Show less ▶ Director Technical Contact Center Delivery including Client and Account Management (Gurugram, India)▶Managing technical service desk delivery for commercial global clients delivered from AP, GCG and Japan, 2000+ resources. ▶ Knowledge & Expertise : Designed and delivered modernized desks with transformation & service excellence : Unified Channels :: WSS wWatson :: IVR/CTI :: Tools Integration :: Mobile App :: Self Service platforms :: VESA :: Watson Assistant :: LivePerson :: Robotic Automation :: Business Continuity ▶ Achieved Business Outcomes : Automating Servicing Requests & Call Deflection Application Integration :: Accessibility & availability :: Improve resolution :: Increase CSAT :: Digital cockpit :: ROI▶ Strategize business and cost critical metrics like R-to-L, CpC, CpPH, HDFix, Self-Help portals and recovery tools for clients Show less ▶ IBM, GTS Hyderabad location leader and Delivery leader for AP/Japan Systems Services Distributed • Focus on processes and automation to deliver premier (client first) services through productivity, deploying automation, analytics• Managing 3200+ resources in the location with 8% to 10% cost benefit YoY delivering Best-in-Class service performance • Maintain a satisfactory audit posture across internal and client audits and ensure accuracy and completeness in all• Drive productivity and efficiency improvements in the areas of service delivery, RESO, Transport, Hiring and Technology• Hosted annual/semi-annual meetings with technology platform leads, vendors, carriers, applications to optimize TCO for clients Show less • Delivery entails running technical support services for global clients, offering range of services including L1 to L1.5• End-To-End Ticket Management, Network, Server monitoring, IMAC and SPMS support, Delivery Performance above 99.5%• Direct Span of control included Sr Service Delivery Leaders, Quality Leader, Training Leader, WFM Leader, Transition, Transformation• Delivered continuous productivity initiatives, cost reduction solutions and induce methods to deliver quicker and improved services• Implement CSAT programs under continual improvement to reduce cycle time, eliminate defects, and improve time to delivery Show less

  • Client Partner IT Services

    Jul 2018 - Dec 2021

  • Director, IBM

    May 2016 - Jul 2018

  • Hyderabad Location Leader, Global Technology Services

    May 2014 - May 2016

  • Hyderabad Location Leader for Service Desk for Global Commercial Clients

    Apr 2012 - Apr 2014
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  Kyndryl

  Nov 2021 - Mar 2024

  Vice President and Head of Global Account Delivery

  ▶ Global Service Delivery Excellence: Global Account Leader managing entire suite of Kyndryl's IT Services Delivery with contract spreading across Baltics. Deployed complex technology programs involving Business Transformation, streamlining Delivery operations, and Product Innovation across banking sectors in the Baltics region with substantial annual P&L accountability and large teams. > Moving core business applications to cloud and modernizing IT landscape > Deployment of ServiceNow platform> Decommissioning of data centers> Deployment of SDWAN> Operationalized digital enhancement and comprehensive security> Achieved third party vendor consolidation for Infra Show less

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  Confidential

  May 2024 - Aug 2024

  Information Technology Business Consultant
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  Incedo Inc.

  Aug 2024 - now

  VP Cloud & Infrastructure