Manjesh MS

Experience

• 

  Wipro

  Sept 2010 - Jan 2015

  Role- Incident Manger: Period: May 2013 to January 2015 Played a role of Incident Manager , Vendor Manager & Operations Manager Driving the Domains in an effective way to ensure the Proper adheres of the Process as defined and signed off with client. Service Level Management Process: Supporting SLM Calendar release, Review of SLA performance reports, Data Reporting and Service RCAs/ Missed RCAs for SLA Breaches. Monitoring the effectiveness of incident management and making recommendations for improvement SLA Improvement Plan: Supporting Identification, discussion and closure of SLAs and Improvement Opportunities [in existing processes] with partners and Business for review and improvement. SLA Analytics: Target vs Performance analysis, Calculation of applicable Rewards and Penalties, Trend analysis. Reporting of Daily/Weekly/Monthly SLA Trends to stakeholders. Show less As Network Engineer. Sep’ 10 – May’ 12• Monitoring and troubleshooting various networking devices including routers, switches, modems, load balancers, Peribits, WAN accelerators etc using Network management System tools.• Managing, monitoring and troubleshooting routed protocols like OSPF, EIGRP & BGP and RIP.• Implementing verified changes throughout the network.• Planning & Designing a WAN based on given requirements.• Troubleshooting network and Hardware problems.• Up gradation of IOS, and Backup of router configuration.• Network & Bandwidth planning, Hardware sizing, New link commissioning, designing & deployment using LL, ISDN, PRI & MPLS,RF,VSAT links.• Configuring and troubleshooting on WAN links (PPP, ISDN).• Hands-on experience in ticketing & monitoring tools viz. Remedy, Service Now, Solarwinds, On-Target & E-Helpline• Proficient in Microsoft Project, Excel, Word, PowerPoint & Visio Show less

  • Incident Manager

    May 2013 - Jan 2015

  • Vendor Management

    May 2013 - Jan 2015

  • Network-Associate Engineer

    Sept 2010 - May 2013
• 

  Wipro

  May 2015 - now

  Operations Manager: Handling multiple accounts by managing end-to-end service delivery with budget forecasting, profitability & invoicing Ensuring delivery compliance as per the agreed service levels signed in the contractual documents Framing work direction and plan for the associates after thorough assessment of their capabilities Hosting weekly, monthly & quarterly governance review calls with client & support teams for project performance Driving project deliverables (SLA adherence, meeting internal KPIs, Quality) Supporting ITIL standard best practices & contributing to continuous improvement initiatives for company benefit Invoicing, Revenue Forecasting, Tracking revenue leakages for maintaining profits Cost optimization, control & reduction through various methods like automation & cross skilling Working on proposals with the Pre-Sales team & presenting it to the customer for new business opportunities Business Continuity Planning - BCP / Disaster Recovery, Risk Management. Managing overall program management, IT Service Operations and Delivery for Retail & Manufacturing sectors clients in Remote Support Delivery model Handling Renewal, scope addition & Gross Margin improvement of the Projects by reducing cost of delivery Ensuring high CSAT and maintaining SLA within/above agreed target for Datacentre Management function, Application Support & End User Support Service Desk. People Management and Stakeholder Management Worked with Sales & Pre-Sales team during Proposal finalisation for the new deals by providing delivery inputs. Involved in the Proposal discussion with customer for the new deal as the Delivery SPOC. Show less

  • Senior Project Manager

    Apr 2017 - now

  • Operations Manager

    May 2015 - Apr 2017