IT INFRA Operations

2016-07 - Current Senior Manager, Service Delivery ManagementHCL Technologies, Noida • Led cross-functional teams to successfully deliver complex projects, ensuring adherence to timelines, budget, and quality standards.• Implemented process improvements and streamlined service delivery operations, resulting in a 30% increase in efficiency and customer satisfaction.• Developed and executed strategic plans for program management, aligning resources and prioritizing initiatives to meet organizational objectives.• Collaborated with stakeholders to define project scope, objectives, and deliverables, facilitating effective communication and fostering strong relationships.• Spearheaded the successful implementation and delivery of multiple complex projects, ensuring timely completion and adherence to quality standards.• Collaborated with cross-functional teams to develop and execute strategic plans, resulting in improved operational efficiency and customer satisfaction.• Led a team of service delivery professionals, providing guidance and support to ensure smooth execution of program activities and achievement of key performance metrics.• Developed and implemented robust monitoring and reporting mechanisms, enabling accurate tracking of program performance and timely identification of areas for improvement. • Review / Develop a Standard Operating Procedure (SOP) for day-to-day operation for management and monitoring of in-scope devices. • Presented HCL as an organization to the client at Copenhagen, Denmark• Keeping focused relationship it is to decrease customer churn

Project: Cisco – Global HardwareJob Responsibilities:• Managing shift documentation (Report).• Identifying gaps in external and internal process.• Training newly hired employees.• Conducting reviews as per the norms of programme.• Working with third party vendors like HP, IBM, Calabrio, Open text on behalf of the customers.• Handling all internal and external escalations.• Motivating to bring synergy into team by mentoring and providing necessary feedback for improvement.• Actively participating in moderation for all Agents, providing performance ratings and detailing improvement areas.• Conducting and participating in weekly/monthly governance calls with client to discuss the process issues/improvements and drafting the action plan to close open issues.• Monthly/weekly one on one’s with Agents to discuss process and personal issues and addressing them accordingly.• Preparing decks and presenting the weekly updates to OPERATIONS leads on process issues, attrition, risks, improvement ideas and client feedback.• Liaise with various vendors, functions and departments to ensure delivery, drive processing in a cost effective manner, handling escalations, reporting to Central Ops thru various MIS• Transaction Processing, Responsible for managing the team & work flow, • Member of Process review and improvement team• Responsible for audit and compliance • Preparing month end calendar and sharing with clients, adhering strictly to deadlines.• Negotiating the Statement of Work’s terms and condition to ensure maximization of revenue• Continuous decision making on the OPERATIONSAL aspects • Strategizing the OPERATIONS to meet and exceed revenue• Ensuring implementation of efficient training schedules• Managing knowledge through efficient up keep of Standard Operating Procedures •Driving various Employee Engagement activities

• Managing resources to meet daily delivery schedules.• Effectively managing multiple orders to ensure that they are delivered on time, within budget and to the Clients satisfaction.• Providing guidance to subordinates on company goals and policy.• Looking after post sale client relationships.• Monitoring staff to ensure the prompt resolution to all client queries.• Managing staff induction, training, and performance reviews.• Building strong, lasting client relationships with clients. • Delegating tasks and responsibilities to appropriate personnel.• Spotting new client business opportunities.• Delegating responsibility and ownership of tasks to staff.• Building up a working knowledge of clients operating environment.• Conducting key client facing meetings.• Resolving conflicts within the project team.• Communicating complex technical concepts to clients.• Writing up service delivery reports.• Ensuring that projects are completed on time.• Motivating to bring synergy into team by mentoring and providing necessary feedback for improvement.• Conducting and participating in weekly/monthly governance calls with client to discuss the process issues/improvements and drafting the action plan to close open issues.• Recognizing people by nominating them for R&R’s and allocating the celebrating points to keep-up the good work.• Monthly/weekly one on one’s with Agents to discuss process and personal issues and addressing them accordingly.• Preparing decks and presenting the weekly updates to OPERATIONS leads on process issues, attrition, risks, improvement ideas and client feedback.• Liaise with various vendors, functions and departments to ensure delivery, drive processing in a cost effective manner, handling escalations, reporting to Central Ops thru various MIS• Transaction Processing, Responsible for managing the team & work flow, • Member of Process review and improvement team• Responsible for audit and compliance • Preparing month end calendar a

I work with TechMahindra for more than one and half year, during my stay at TechM, I've been sent to onsite UK (NewCastle). Through TechM worked for British Telecommunication in DWP/IS departmen, which imparted the good technical knowledge in me.