Jay Marar Email & Phone Number

Bengaluru, Karnataka, India

 Spearheaded digital transformation initiatives as a member of the Supplier and Business Management team, leading the rede-sign of tools and processes. Accountable for Process design / improvement / optimization across multiple groups including field & channel, customer support and Sales spanning the Greater Asia (Southeast Asia, Japan, Korea), India.

Bengaluru Area, India

 Oversaw a diverse team of Service Delivery Professionals managing services for a major retail client and other Managed Services Clients. Accountable for IT Service and Engineering Management, including ITIL services and Network Routing & Switching. Led a transformative program focusing on cost optimization, Service & Technology transformation .

Bengaluru Area, India

 Directed a 40-member Service Management team overseeing critical functions including Incident, Problem, Change, Release Management, Service Introduction, and a specialized team of Data Analysts and Reporting experts. Led comprehensive Service Improvement initiatives for prestigious clients including a top-tier advertising & public relations conglomerate.

Bengaluru Area, India

 Directed an Incident Management team, serving as the Primary Incident Manager for a prominent General Insurance Client across the UK, Europe, and Canada.  Led rapid recovery efforts during major incidents, ensuring adherence to SLAs and implementing post-incident analyses (PIR, RCA) via Problem and Change Management to mitigate business and customer.

Mumbai Area, India

 Held complete ownership of Customer Experience and Lifecycle Management for Global network services, specifically over-seeing Managed VPN MPLS/Network services for two major Global Systems Integrator clients (serving end clients in Retail and BFSI). Collaborated with the Sales team to identify strategic opportunities by conducting Stewardship reviews.

Bangalore, India

 Managed the Implementation of Managed LAN Services (MLAN - LAN Switches, Wireless LAN Access points and Wire-less LAN Controllers) at Client (Mass transport & Pharma) sites (100 locations). Conducted a comprehensive solution review, updated internal databases, and established a centralized Knowledge Man-agement system to optimize the implementation.

Bangalore, India

 Led an IT support & infrastructure team overseeing 100+ remote offices across the USA, including corporate hubs in Chicago and Bangalore.  Managed hardware (Desktops, Laptops, Printers) and software (OS - Windows XP/Vista/7, Applications - MS Office, Proprietary applications, LAN) deployment, as well as Patch Management/Software Distribution for OS and.

Bangalore, India

 Managed a Team L1 of Technicians (22) – Conduct Daily Team Meetings, Performance reviews, Career Progres-sion/Planning. Participated in Global Conference calls to calibrate on Resolution methodology, discuss on-going Issues and Product Updates and Collaborated with Global Technical Analysts to report Product Issues and provide Feedback on Support Tools.

Bangalore, India

 Provided voice-based technical support for AOL Dial-up & Broadband connections. Contributed to the Community Action Team by educating customers on Account security, online conduct, and Policy Violations. Managed account reinstatements or terminations based on violation severity and history.

Diploma - A Level (Erstwhile Doeacc Society)

B.Sc