Alexandra Piracoca

Experience

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  Tata Consultancy and Services

  Feb 2012 - Jul 2013

  Transformation and Client Strategy Coordinator for account -Sabmiller/Bavaria

  Executed strategic planning about transformation of server technology and end user services for 7 countries.Consolidated plans and timelines to ensure the transformation of technology for customer.Orchestrated the team members (Nearshore & Offshore) to ensure plans.Defined key indicators and SLAs for Operation.Determined good practices.Reported to top management advance of projects and transformation plans.Moderated kick-offs and go lives.

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  Tata Consultancy Services

  Aug 2013 - now

  Delivered +12 Projects of ADM, QA and RPA.Handled customer relationship in Strategic and Tactic levels. With customer satisfaction index above 98%.Led service as per contract requirements.Management RevenuePerformed strategies to improve service, revenue.Set and reviewed performance of strategic objectives (OKRs).Identified new opportunities to strengthen/growth the services.Worked closely with sales team to prepare new proposals, operative models, and defense of RFP.Led team +350 members, Project & Technical Managers (directly) and Service Managers, Scrum Masters, Developers, Analysts (indirectly).Developed & Coordinated career and engagement plan for team members. Show less Led projects of technologic infrastructure (Wintel – AIX, Storage, Databases) On-premises and Hybrid environments, +2.300 servers and 100 services.Development contractual definitions. Accomplished contract scopes of services, into SLAs.Coordinated customer relationship. With customer satisfaction index above 96%.Planned and Executed improvement plans, based in Automations.Led team +170 members, Technical & Services Managers (directly) and Experts, architects, administrators, and analysts (indirectly).Management meetings to present status of contracts and deliverables to customer.Coordinate billing / revenue 3 USD millions per Quarter.Set goals of team members, provided continuous feedback. Supervised and ensure internal process, metrics, and controlsArranged audits internal and externals (SOX) with result of 100% compliance.Headed BCP, Risk Management, Service improvement. Show less Led service of End User tower like: 2nd and 3rd level help desk, Wintel services and platform, Antivirus, Microsoft tools like SCCM, Active Directory, software inventory and distribution, Asset management, Salesforce support for 7 countries.Aligned and executed contractual agreements for End User services.Team management experts, administrators in Nearshore (Mexico) & Offshore (India).Set goals of team members, provided continuous feedback.Reported to top management the results, indicators and performance of service and team.Management meetings to present status of contracts and deliverables to customer.Team management experts, administrators in Nearshore & Offshore.Development service improvements based on automations to ensure better resolutions times. Show less

  • Delivery Manager for Banco Pichincha account

    Jul 2023 - now

  • Delivery Manager for accounts Bancolombia / Sura /Metlife /Suntec

    Jan 2021 - Jun 2023

  • Operation Manager / Project Lead for accounts Bancolombia / Banistmo

    Oct 2016 - Dec 2020

  • End User Tower Leader for accounts Sabmiller/Bavaria

    Aug 2013 - Sept 2016