Demand and Delivery Management for Site Connectivity(Networks) Product - MANA and Sweden Region

Overall ownership of Service delivered to the assigned customer across all involvedcompetencies  Firewall Security management Primary point of contact for service levels, escalations and issues for customer  Deliver cost effective, standard customer measurements in line with contracted commitments  Ensure and monitor that processes are in place to pro-actively deliver consistent service quality and drive service improvement Continually identify ways to reduce costs of delivering the services  Work with Business Office to monitor Claim cross charging accuracy  Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)  Ensure that the correct governance framework is in place so that the roles and responsibilities of the delivery resources are clearly defined and executed upon Define communications plans and lead regular status meetings to ensure that all required stakeholders are regularly engaged and informed Ensure that IMACs and Service Requests are actioned in line with contract commitments Drive Major Incidents to closure  Manage Account Performance  Define, Own Service/Quality Improvement plan  Authoring SOW, Periodic review & updates through Change Process  Ensure relevant governance /interlock with technical service lines  Inspect and monitor resources to maintain Client expectations for quality service delivery  Check Daily Incident Trend, Backlogs and Incident or Service Request SLA Misses.  Responsible for service quality, service delivery performance, service excellence and continual Improvement  Ensure Audit Readiness for Service delivery.  Escalate within Service Line/Competency to ensure appropriate execution of their

People Management• Managing large team of Analysts & SMEs.• Ensuring task's are delivered within Service Levels & agreed time frame .• Guiding individuals to reach their personal career goals within the organisation . • Monitoring & Managing adherence for every individual employee as per company guidelines .Project management• Have worked on various project between IBM India and IBM Australia/Singapore.• Work hand in hand with onshore project manager & Client .• Highlighting risk to concerned stake holders before project initiation .• Working with project managers during transition. • Monitor project activities until BAU is reached .• Getting signoff from respective stakeholders once project reaches BAU & transition is set to complete.Quality Management • Proactive quality management .• Identifying individuals with higher defect percentage and preparing action plan, Quality metrics for Bottom Quartile performer, put them in performance improvement plan and bring mentor them to improve.• Handling Escalation and Providing RCA

• Heads a Team of 50 People (Service Desk & Service Management)• Interacting with Clients / BAU Teams for Various Status Calls• Metrics Reporting• Updating and Developing Process related Documents• Training and mentoring the new Joiners• Escalation Handling• Tracking Compliance as per Company’s Policy• Drive proactive quality improvement• Ensure the Incident Management process is conducted correctly• Act as a Point of Escalation during High Severity & Major Incident• Coordinate with multiple vendors for ticket reconciliation

• Handling Incidents and Service Requests on a Global platform.• Knowledge in Active Directory, SAP, RADIA and MS Office Applications.• Providing Technical solutions to Employees of our clients.• Troubleshooting on Local Business Applications, VPN, Mobile Express, Wireless connection, Microsoft office, Windows Operating systems, Hardware and Software, Blackberry Trouble shooting.• SPOC for Case Management for Helpdesk.

• Member of the technical escalation team for all the mining sites, web hosting data centers network events and application related incidents for BHP Billiton (world’s largest mining company) account in IBM.• Member of the enterprise network team in IBM who supports all the network/application related issues for the BHP Billiton users including Network and Software support analysis for the BHP Billiton account, analyzing the network issue and troubleshooting if the issue pertaining is in scope for the team otherwise assigning and managing the service restoration.• Processing the network requests involving other network resolver teams.• Process trainer for the team for both network and application related incident handling and network requests, Maximo, network migration.• Acting "Incident Manager" responsible for resolving issues that affect any customers on any WAN or corporate/enterprise applications for BHP Billiton users.• Process improvement plans for the team and also team representative for all the quality and incident management conferences with the SRM’s and SDM’s.