Manjunath Yelikar

Experience

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  Hewlett Packard Global soft PVT Ltd

  May 2006 - Apr 2009

  Technical Solution Specialist / Agent Support Group

  • Provided support to the Front-Line Agents with technical and process queries.• Managed customer escalations and providing high level technical support for premium HP customers.• Performed weekly Case analysis and survey analysis and provided feedback to the front-line agents.• Performed quality check of the front-line agents and provided feedback by conducting weekly call audits.

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  Hewlett Packard GlobalSoft Pvt Ltd

  May 2009 - May 2012

  Senior Technical Support

  • Analyze & authorized Hardware Dispatch to North America HP and Compaq Desktop Users.• Highest point of escalation for customers for their technical issues and solved technical escalations from partner centers for Hewlett Packard.• Managed projects which proved decisive for HP and received appreciation from HP Category Team based in Boise. • Mentored L1 agents on the Door, assisting them with process and technical queries.

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  Hewlett Packard Enterprise

  Jun 2012 - May 2015

  Escalation Manager and Team Lead

  • Led and mentored a team of 30 Proactive Support Specialists and assisted in handling proactive care deliverables and technical queries.• Conducted process and tools training for new employees and assisted with on-boarding activities.• Provided feedback on employee and/or team performance to the Operations Manager and the Director.• Pioneered the Escalation Management Process and significantly reduced the number of escalations (from 300+ to less than 5 a month) by identifying improvement areas, conducting weekly reviews with the employees and enabling automation within Proactive care. Show less

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  IBM

  May 2015 - Jul 2019

  • Pioneered Slack Migration and Automation for the entire workspace to align with Agile methodologies.• Performed Major Incident Retrospective on Multi Client outages and provided overall technical leadership and guidance to Squads and Tribes to implement actions to improve the Cloud infrastructure.• Authorized recovery actions and plans associated with Below Hypervisor and shared infra component within Cloud infrastructure environment.• Commanded resolution of major incidents including multi-client outages and complex issues within IBM Cloud Infrastructure.• As a DevOps SRE, piloted automation hands on and engaged in social coding to improve on work done by service tribe engineers. Worked with all the tribes to implement automation essential to improve major incident process. Show less • Owned major incidents (Severity 1) within IBM Cloud Infrastructure from inception till closure.• Developed and lead significant improvement methods for providing client communication in times of major outages that impact either single client or infrastructure events impacting multiple clients• Significantly improved how incident communication is distributed internally and externally by collaborating with the development teams to develop and test a new communication tool.• Collaborated with multiple teams both within operations and account management to adhere to major incident management processes and collected feedback to better support those groups in times of major incident• Effectively managed action plans and provided direction on major incident technical bridges and triggered root cause analysis post all major incidents for both single/ multi-client outages. Show less

  • Service Availability Manager - IBM Cloud

    Apr 2018 - Jul 2019

  • Major Incident Manager - IBM Cloud

    Jul 2016 - Mar 2018

  • Availability Manager - IBM Cloud

    May 2015 - Jun 2016
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  Kyndryl

  Aug 2019 - now

  • Provided end to end (Infrastructure and application) service for customer's Corporate Services and Support Functions with broad knowledge of building blocks of IT infrastructure: Data Center, Hypervisors, Storage, Network, Virtual Machines, Databases and Applications• Managed the S/4HANA migration project to deliver fully supported SAP Finance S/4 2020 solution on SAP RISE, which provided the finance users with new solution to leverage available new features and functionality to transform finance business processes• Served as a Delivery Manager for successful operations of S/4HANA, SAP SuccessFactors and SAP HCM Payroll• Significantly reduced the number of incidents (by almost 100%) caused by Citrix infrastructure by successfully executing a Service Improvement Plan to stabilize the legacy Citrix environment• Provided a holistic view of the customer’s environment, made recommendations and initiated infrastructure changes that improved the overall service• Ensured Availability targets are met by leading Availability Management activities and process assuring that services and components are designed and delivered• Proactively improved the availability wherever possible and optimized the availability of the IT Infrastructure to deliver cost effective improvements that delivered tangible benefits to the business Show less

  • Delivery Partner Executive

    May 2021 - now

  • Senior Service Manager - Currys

    Aug 2019 - Apr 2021