Aby Thomas

Experience

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  Byzan System Pvt Ltd

  Mar 1999 - Oct 2001

  Software Support Executive

  Managing Electronic Banking helpdesk for Citibank Mumbai.Software support and banking assistance to Citibank clients.Training the clients by providing demonstrations on banking software’s.

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  Ashtech Infotech Pvt Ltd

  Jan 2002 - Sept 2002

  IT Coordinator

  Logging and allocating service tickets to engineers.Coordination with various vendors for hardware and software requirements.Maintaining hardware inventory list.Escalation of unresolved queries to technical support team.Preparation of daily helpdesk performance reports

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  Network Data Systems

  Sept 2002 - Mar 2003

  Facility Management Engineer

  Monitoring SLA of Service tickets.Managing Desktop engineersCoordination with various vendors for hardware and software requirements.Maintaining hardware inventory list

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  Transworks Ltd

  Apr 2003 - Feb 2005

  IT Administrator

  Coordination with various vendors for hardware and software requirements.Managing a team of Desktop engineers and helpdesk engineers.Monitoring SLA of Service tickets.IT Cost Analysis reporting . Preparation of daily helpdesk performance reports

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  Capgemini

  Mar 2005 - Oct 2005

  IT Administrator

  Managing Incident Management, Problem Management, Hardware asset Management and coordinating Change Management.Reviewing Service tickets and ACD to ensure 100% SLA.Preparation of Weekly and Monthly Helpdesk performance reports.IT Cost Analysis reporting

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  Microland Limited

  Mar 2006 - Sept 2006

  Helpdesk Incharge

  Managing Technology Service Desk for Deutsche Bank.Incident Management, Problem Management, Hardware asset Management and coordinating Change Management.Ensuring correct assignment of tickets to other IT support team/Vendor in case of Incidents.Reviewing Service tickets and ACD to ensure 100% SLA.Preparation of Weekly and Monthly Performance reports.Managing Service Desk and Desktop engineer’s Shift Schedules as per Service requirements.Bi monthly meeting with Internal Customers and conducting weekly reviews.Bi monthly meeting with Service Desk Team to review performance matrix, Goal setting, Quality compliance and Voice of Customer.Managing Internal and External customer escalation Show less

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  WNS Global Services

  Sept 2006 - Jun 2008

  Shift Manager

  IT Helpdesk Managed responsibilities for a 20 member helpdesk team and 40 member desktop engineers providing remote operational support.Conducted interviews on hiring and implemented professional development for team staff and mechanisms for information exchange.Managed daily work prioritization and conflict resolution, complied requirements from user groups.Managed the problem resolution process to ensure accurate resolution and baseline Audit issue.Created escalation support metrics for the team.Worked for improvement of standard procedures and support documents.Identified and developed personal development and training plans for each team members.Providing various HR related reports to upper management on regular basis.Managed IT resource allocation for various internal projects.Involved in development of disaster recovery exercise and managed the exercise within the teamManaging Incident Management, Problem Management, Availability Management, Asset Management and coordinating Change Management.Bi Monthly meeting with Internal customers for IT Helpdesk Service Delivery reviewsBi monthly meeting with Service Desk Team to review performance matrix, Goal setting, Quality compliance and Voice of Customer.Reviewing Service tickets to ensure 100% SLA compliance for WNS Mumbai, Pune and Gurgaon location.AchievementsPlayed a lead role in the migration of WNS – Pune and Gurgaon helpdesk to WNS Mumbai location.Played a lead role in inducting and providing remote support to reduce TAT Show less

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  CRISIL Limited

  Dec 2008 - Jan 2013

  Technology Manager

  Managing Crisil’s technology India and Overseas operations.Managing 15 member helpdesk team and 45 member desktop engineers providing touch and remote IT support.Deliver on service commitments and participate in account plan/strategy.Understand client requirements, guidance, support and closureManaging internal and external audits.Improving Service Quality by conduction Town Halls.Managing daily work prioritization and conflict resolution, complied requirements from user groups.Managing the problem resolution process to ensure accurate resolution and baseline audit issue.Drive/Manage Crisis.Monitors service-delivery performance with established governanceParticipate in the Change Control Board.Working for improvement of standard procedures and support documents.Identifying and developing personal development and training plans for each team members.Managing IT resource allocation for various internal projects.Responsible for hardware and software license management.Providing service improvement inputs to FMS Partner and reviewing agreed SLA’s.Managing Incident Management, Problem Management, Availability Management, Asset Management and reviewing Change Management. Preparation of Technology infrastructure budgets for Crisil businesses.Achievements/Project Successfully Completed:DLP implementationAltiris implementationSEE implementationSuccessful migration from old offices to new offices with minimal business impact Show less

• 

  Geekay Infotech

  Jan 2013 - Mar 2015

  Business Head

  IT Helpdesk ManagementService Delivery & Service Catalogue EnhancementOperational Efficiency & Quality Assurance. Customer Service & Help Desk Support. Team Building & Leadership Asset ManagementVendor ManagementContract Negotiation & Vendor Management.ProcurementFinancial ManagementIT Budget Forecasting & Administration.Quality, Governance and CompliancePolicy, Procedure Development and Auditsemployment chronicle; Managing Technology Operations and business developmentDeveloping new strategy for business expansion Developing Process re-engineering techniques to attain client delight and maximize profits.Understand client requirements, business opportunity identification, guidance, support and closureManaging conflict resolution among teams.Managing the problem resolution process to ensure accurate resolution and baseline audit issue.Drive/Manage Crisis.Monitors service-delivery performance with established governanceIdentifying and developing personal development and training plans for each team members.Managing IT resource allocation for various internal projects.Providing service improvement inputs to FMS Partner and reviewing agreed SLA’s.Managing budgets Show less

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  ITAG Technologies LLC

  Aug 2015 - Mar 2019

  Business Development Account Manager

  • Managing business development initiative • Developing new strategy for business expansion • Serving as Account Manager for SME and Corporate Clients• Project Mangement

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  GramPro Business Services Pvt. Ltd.

  Jul 2019 - now

  • Associate Vice President, Head-Business Process Management & Strategic Partnerships

    Apr 2024 - now

  • Assistant Vice President, Head-Corporate Services

    Apr 2022 - Aug 2024

  • Chief Manager - Projects & Business Development

    Jul 2019 - Mar 2022