Hariprasad Sirela

Experience

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  Bharat Heavy Electricals Limited (formerly BHPV Ltd)

  Feb 1993 - Mar 1996

  Engineer

  Responsible for business development including cost estimation of process plant equipment such as Heat Exchangers, Distillation Columns etc.

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  Larsen & Toubro Limited

  Mar 1996 - Dec 2000

  Sr.Executive

  Implemented SAP (Project Systems Module) for L&T Projects Division.Project Manager for Construcion of Desalination Plant for L&T's Cement Plant (Currently Aditya Birla Cements) at Kovaya, Gujarat.

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  Oracle India Pvt Ltd

  Dec 2000 - Sept 2020

  Director (Customer Support)

  Responsible for Business Operations and Center Management for Oracle India Global Customer Support teams with more than 2000 employees spread across multiple cities (Bangalore, Hyderabad, Noida, Gurgaon, Mumbai, Pune and Chennai) in a complex matrix organization.Extensive Operations Expertise - Setting up brand new global support teams, large scale hiring, rapid ramp-up, skills development, creating high performance, results oriented and engaged teams.Passionate about delivering value to customers through operational excellence, innovation, deep skill building and seamless global collaboration.Ensured successful 24 x 7 global customer support operations for On-Premise (EBS, Peoplesoft, JD Edwards, Siebel), Fusion Applications (SaaS) Support, Database, Middleware, Business Intelligence, Hyperion and Global Business Units (CGBU, RGBU, UGBU, HSGBU) and Hospitality teams Analyzed key performance indicators (KPIs) such as Inflow, Outflow, Backlog, ART (Avg resolution time), C-Sat numbers and ensured significant improvement in overall performance of India CenterActed as a Single Point of Contact (SPOC) with all support functions such as HR, OTD, Recruitment, Real Estate and Facilities and enabled product support teams focus just on deliveryDesigned and implemented Business continuity processes (BCP) by focusing on both planned and unplanned crisis situationsCollaborated with HR and OTD and designed employee development programs for top talent enabling nurture their soft skills Designed and implemented employee engagement activities to enhance employee satisfactionDesigned and implemented Rewards and Recognition program to enhance employee recognitionDevised and implemented employee welfare policies Designed and created clear communication channels including newsletters Show less

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  IBM

  Jun 2021 - now

  Sr. Regional Support Manager, APAC Region