Currently Performing the role of an Operations Delivery Manager Managing a group 25 direct reportees comprising of L1 and L2 & L3 Resources Including SME’s and Team Lead. Under the Retail sector for UK / US Client. Client Interactions on Weekly Monthly basis. In a front-line customer facing role, responsible for delivering world class services collaborating with various support teams for assigned portfolio of a Delivery Manager for CTS-CIS engagement with an average billing of $1… Show more Currently Performing the role of an Operations Delivery Manager Managing a group 25 direct reportees comprising of L1 and L2 & L3 Resources Including SME’s and Team Lead. Under the Retail sector for UK / US Client. Client Interactions on Weekly Monthly basis. In a front-line customer facing role, responsible for delivering world class services collaborating with various support teams for assigned portfolio of a Delivery Manager for CTS-CIS engagement with an average billing of $1 million/month. Ensuring customer confidence, trust, and loyalty by improving the overall customer and partner experience, serving as the customer advocates within CTS CIS, and driving customer-centric service improvement. Partner with customers to ascertain their IT priorities to set long-term strategy for service delivery that aligns to their business needs. Communicating realized value of delivered services through periodic Service Reviews with the customer. Manage end to end resolution of executive escalations in partnership with ops stakeholders. Serving as first point of contact for any escalations, operational issues and new onboarding’s. Being “Voice of the Customer” for delivery status, upcoming deliverables, risks, escalations and additional business opportunities to CIS leadership team (Delivery Directors & Vertical Point of Contacts) within CTS-CIS engagement. Member of CAB for assigned clients. Ensuring governance models are in place & in compliance with account standards enabling consistent quality in service delivery at all levels. Ensuring portfolio is audit compliant/ready always with all issues flagged or captured keeping the stake holders/clients informed on progress. Role also involves active vendor management. Show less

• Service Delivery Manager supporting Availability, Compliance, Delivery related aspects for customer within Distribution & Retail sector• Involved in Implemented of end- end Business Web application deployment for customer• Manage Availability of HR & Mobile applications for the customer• Manage teams in successful implementation of Changes. 99.99% Change success rate for my portfolio.• Lead efforts in reduction of repeat issues through implementation of defect prevention… Show more • Service Delivery Manager supporting Availability, Compliance, Delivery related aspects for customer within Distribution & Retail sector• Involved in Implemented of end- end Business Web application deployment for customer• Manage Availability of HR & Mobile applications for the customer• Manage teams in successful implementation of Changes. 99.99% Change success rate for my portfolio.• Lead efforts in reduction of repeat issues through implementation of defect prevention practices & root cause analysis. Reduction in 40% repeat issues. • Manage Escalations and communicate actions plans & formally close with customer agreement• Perform communication for Critical/Major Incidents • Perform Issues & Risks Management on Customer application availability• Report monthly availability numbers to customer.• Management involves availability management of servers, databases, application components• Perform Vendor Management to enable application uptime and incident/issue resolution • Deploy and improve compliance posture for teams within IBM & customer• Lead, participate in IBM initiated audits. (Corporate Audit, Business control Review, SOX Audits)• Assist with evidences for Customer initiated audits.• Lead delivery teams in preparation for Disaster Recovery Situations. Ensure steps for systems recovery are documented and teams educated on use of procedures for Recovery Show less

• Functional Lead ( Team Lead ) managing IT Service Support Operations for Customer accounts within Banking, Distribution, Telecom, Transportation Retail, Healthcare Industries.• Lead transition of service support activities from UK to India• Participate in Day –to – day activities of transition• Manage Issues & Risks and ensure mitigation plans are implemented to reduce impact.• Manage Team and ensure IT infrastructure required for delivery of tasks is available for… Show more • Functional Lead ( Team Lead ) managing IT Service Support Operations for Customer accounts within Banking, Distribution, Telecom, Transportation Retail, Healthcare Industries.• Lead transition of service support activities from UK to India• Participate in Day –to – day activities of transition• Manage Issues & Risks and ensure mitigation plans are implemented to reduce impact.• Manage Team and ensure IT infrastructure required for delivery of tasks is available for team.• Participate in Hiring process and perform initial interviews of resources• Perform compliance tasks and ensure evidence is stored• Perform daily & weekly reporting of task execution by team• Create/update/maintain Process & Procedure documents for team• Training of new resources with the IBM process so that they get familiar with process of Incident, Problem & Change before they start training with their respective accounts.• Managing leaves of the team so that it does not affect the operations.• Handling escalations related to the accounts with proper evidence so that there is minimal or no impact to the service management team.• Prepare bottoms up analysis and Value Stream Maps to assess efficiencies within team Show less

•Worked as an Account Focal/ Dispatcher for eBHS Pool 2 managing team handling Problem & Change Management activities for Commercial Accounts•Job involves taking care of team members Statistics, dispatching and distribution of work equally among team members•Timely updating of the Visual Dash Board•Involved with Analysis of Defects and prevention of defects through review along with sending geo. Account team and implementation of preventative measures•Job involves raising… Show more •Worked as an Account Focal/ Dispatcher for eBHS Pool 2 managing team handling Problem & Change Management activities for Commercial Accounts•Job involves taking care of team members Statistics, dispatching and distribution of work equally among team members•Timely updating of the Visual Dash Board•Involved with Analysis of Defects and prevention of defects through review along with sending geo. Account team and implementation of preventative measures•Job involves raising changes and getting them scheduled with the respective teams and make sure that the change is implemented as requested and closed as per the defined SLA’s.•Making sure none of the changes affects customers business•Review Weekend's Changes, and send out the weekend change report.•Review failed changes - Failed/Impact/Back out•Identifying conflicts in the schedule, and negotiating adjustments with the relevant parties•Advise on & assist the Changes that need updates, corrections or freeze exceptions•Quality check changes presented in the CAB, TAB.•Make sure all the outage changes are communicated to client well in advance•Keeping an eye for changes which are clashing with each other•Responsible for ensuring that the change is properly documented, complete, correct, installed, and verified.•Monthly Change KPI Reports•Chair CAB calls on a weekly basis.•Severity one ticket handling and taking the responsibility to resolve it under SLA.•Doing Root Cause Analysis (RCA) and finding out what had caused the incident.•Getting recommendations from the resolver groups to avoid the problem from re occurring•Join all the technical chat, communication chat and Business chat as service during sev1 and ensure the ticket is being resolved and ensure customer advisory is sent on time•Look into client escalated tickets and provide updates back to the client.•Chair bridge calls for major Sev 1’s and drive towards resolution Show less

• Service Delivery Manager supporting Availability, Compliance, Delivery related aspects for customer within Distribution & Retail sector• Involved in Implemented of end- end Business Web application deployment for customer• Manage Availability of HR & Mobile applications for the customer• Manage teams in successful implementation of Changes. 99.99% Change success rate for my portfolio.• Lead efforts in reduction of repeat issues through implementation of defect prevention… Show more • Service Delivery Manager supporting Availability, Compliance, Delivery related aspects for customer within Distribution & Retail sector• Involved in Implemented of end- end Business Web application deployment for customer• Manage Availability of HR & Mobile applications for the customer• Manage teams in successful implementation of Changes. 99.99% Change success rate for my portfolio.• Lead efforts in reduction of repeat issues through implementation of defect prevention practices & root cause analysis. Reduction in 40% repeat issues. • Manage Escalations and communicate actions plans & formally close with customer agreement• Perform communication for Critical/Major Incidents • Perform Issues & Risks Management on Customer application availability• Report monthly availability numbers to customer.• Management involves availability management of servers, databases, application components• Perform Vendor Management to enable application uptime and incident/issue resolution • Deploy and improve compliance posture for teams within IBM & customer• Lead, participate in IBM initiated audits. (Corporate Audit, Business control Review, SOX Audits)• Assist with evidences for Customer initiated audits.• Lead delivery teams in preparation for Disaster Recovery Situations. Ensure steps for systems recovery are documented and teams educated on use of procedures for Recovery Show less

Selected for transitioning the UK distribution centre Payroll process to India, sent on overseas training for 3 months • Successful completion of knowledge transfer and preparation of Detailed Process Manual, leading to its sign off • Was responsible for processing of payroll services of 3 distribution centers, Consistently met KPI’s • Use of Mainframe software (IMSA, HOST, SAR1C, SAR02), lotus notes•… Show more Selected for transitioning the UK distribution centre Payroll process to India, sent on overseas training for 3 months • Successful completion of knowledge transfer and preparation of Detailed Process Manual, leading to its sign off • Was responsible for processing of payroll services of 3 distribution centers, Consistently met KPI’s • Use of Mainframe software (IMSA, HOST, SAR1C, SAR02), lotus notes• Received Quarterly Team Award for Stellar Performance •Responsible in completing the MIS report ( weekly, Monthly) •Train new joinees in the team• Auditing (Quality Checking) the Team’s work in order to achieve 100% quality and meeting the Audit Compliance.• Part of the Payroll Project Management Team, where the job involves in Process Mapping the whole Distribution Process (involves both work actioned in India and the U.K.) Show less

• Setting up policies and giving quotes for home and auto insurance.• Inbound service and sales• Cross selling and binding of insurance polices• Handling billing related issues• Maintained all the key responsibility areas such as number of calls per day, call duration, sales, schedule adherence.• If required by the management worked extra hours• Monitoring the new agents in the team to help improve their call handling skills• Working with the team to improve the… Show more • Setting up policies and giving quotes for home and auto insurance.• Inbound service and sales• Cross selling and binding of insurance polices• Handling billing related issues• Maintained all the key responsibility areas such as number of calls per day, call duration, sales, schedule adherence.• If required by the management worked extra hours• Monitoring the new agents in the team to help improve their call handling skills• Working with the team to improve the performance and productivityAchievements:• Cleared OTL (OTHER THAN LIFE) exam by 76 % conducted by the Ministry of Ontario (Canada) • Maintained high Quality Scores throughout.• Been a team player in achieving sales and team targets• Received customer appreciations on many occasions• Promoted from a sales associate to a Junior Underwriter. Show less

• Worked for Inbound process• Trouble shooting technical issues for COMPUSERVE and WALLMART ISP users.• Maintained all the key responsibility areas such as number of calls per day, call duration and schedule adherence• Handling billing related issues, if required transferring the call to the appropriate queue

• Billing customers products• Tallying of cash.• Handling sales