Francis Joseph S. Email and Phone Number

•Led a multitude of managed services engagements in application and cloud for clients - Heal, IBM, Finastra, Priority Software, Pango - Aura and Wellington Altus, ensuring seamless service execution from initiation to steady-state.•Played a pivotal role in driving the success of the Heal project, a notable managed service endeavour by strategically coordinating resources, client deliverables, SLA, TTR etc...•Managed cross functional teams, aligned efforts to manage project milestones, effectively balance diverse stakeholders expectations, achieve client satisfaction and driving overall project success.

• Deliver technical direction and solutions consisting of Managed IT Service in the areas of Service Now (ITSM), Azure (Cloud), Application Development and Maintenance and Disaster Recovery. Responsible for People Management including work plan development, performance management, coaching and mentoring, team building and development including organization structure, recruiting and global team management. As an Engagement Lead liaison with sales support, project team(s), management and client• Responsible for financial management including budget management, forecasting, Compiling and presentation of Management Reports on team including metrics, deliverable status, etc. Ensuring the teams adherence to all IT processes, policies, and procedures including IT Security and IT Controls Compliance (ISO:27001)• Responsible for developing and implementing a communication framework and engagement plans with senior management Functions and Businesses as well as customers. Identification of risk areas and scope of audit procedures to be performed. Assignment and oversight of staff responsibilities during the audit. • Produce annual operation forecasting report and strategy. Oversee and evaluate day-to-day operations. Identify new market opportunities to accelerate growth. Present operational strategy recommendations based on the market research

• Experience in managing highly skilled multi-disciplined Application development & Production Support teams (70+ members) across various products, like ServiceNow, IBM - Maximo (ICD) and IBM - Tivoli Netcool with revenue of 10+ million USD.• Overall execution and delivery of extended delivery center’s (EDC's) which involved program and project management.• Responsible for training plan across IBM Netcool support, worldwide. Managed extended delivery (BOT) teams. Amadeus, Pfizer, IBM- Maximo India, TSM, NSN and Salesforce.

• Project managed multi-speciality queue which handles technical support, customer care and sales with a head count of 200+ across locations and also implemented level 2 chat support for enterprise transition. Carry out analysis to ascertain business needs and assist the operations team in their weekly, monthly & quarterly reviews• Headed testing (UAT) team in deployment of various tools like Ephone, KCS, Delta - CRM, proactive SMS on order status and Winning Customer to improve the business performance and reduce customer effort. Ensuring compliance with cost, deadline and quality requirements.• Coordinating with the other operational centres of the group according to the execution plan. Preparing project reviews in conjunction with Management. Coordinating with internal resources and vendors for the flawless execution of projects. Ensuring that all projects are delivered on-time, within scope and within budget