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, Australia & New Zealand regions. Overseeing multiple programs aimed at automating tasks, reducing inefficiencies, and integrating… Show more  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, Australia & New Zealand regions. Overseeing multiple programs aimed at automating tasks, reducing inefficiencies, and integrating tools. Designed SLAs for new services and product lines within Managed Services. Show less

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  Onboarded new clients through operational readiness, process mapping, optimization, and continuous improvement. Provided strategic… Show more  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  Onboarded new clients through operational readiness, process mapping, optimization, and continuous improvement. Provided strategic insights contributing to improving P&L, KPIs, and employee engagement within the Global Delivery Center. Show less

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 and a prominent European Insurance giant, catering to their global operational landscape.

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 impact.  Collaborated with Service Managers to deploy Service Improvement Plans (SIP) across diverse technical towers, including… Show more  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 impact.  Collaborated with Service Managers to deploy Service Improvement Plans (SIP) across diverse technical towers, including Mainframe, Windows, UNIX, Storage, Backup, Network, and VMware. Show less

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, identifying service performance enhancements, and managing resolution escalations at the 3rd level for Ordering, Service Delivery… Show more  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, identifying service performance enhancements, and managing resolution escalations at the 3rd level for Ordering, Service Delivery, Mainte-nance/Service Assurance, and Billing functions. Cultivated robust relationships with Senior Leadership (VP level) at client organizations by showcasing a comprehensive understanding of their business needs and services, while also fostering internal relationships to streamline processes and enhance efficiency and OLA. Directed an 11-member team of Network engineers (L1-L3) within Service Delivery & Assurance functions. Show less

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 process.

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 Applications. Configured and maintained Automated Time and Attendance Systems at remote offices, ensuring compliance with… Show more  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 Applications. Configured and maintained Automated Time and Attendance Systems at remote offices, ensuring compliance with state/region laws for accurate Payroll processing. Enforced Security Software compliance on endpoints and monitored Virus/Malware incidents. Managed the SARM/IAM access for Network/Email and necessary tools, streamlining the Joiners/Leavers process. Show less

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 and Products. Conducted training for 100+ Technicians and their respective Team Manager/Coach/Resolution Specialists for Transition into… Show more  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 and Products. Conducted training for 100+ Technicians and their respective Team Manager/Coach/Resolution Specialists for Transition into an integrated support queue for Wireless, Desktops, Printer, Portables and Handheld products. Show less

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