Manas Nath Email and Phone Number

As Delivery Project Executive, Manas is responsible to ensure Providing quality agreed service, new solution, Finance, leading Program Management for entire APAC/ANZ accounts.

Leading Service Delivery for all the accounts of Canada GEO

 Primary point of contact for service levels, escalations and issues for customer for the afore mentioned scope Owner of overall customer relationship and customer satisfaction within the Delivery Center Responsible for Security and audit compliance, reviews & actions Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts. Provide timely and accurate Internal reporting  Ensuring Compliance to all Business Controls activities. Ensuring Audit Readiness for Service delivery.  Implementation of and compliance with documented operations management practices and procedures specifically for problem, change, incident management and request for service processes. Responsible for day to day service delivery and systems performance review. Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer. Analyze Service Level agreements for trends, financial impacts, and customer satisfaction and assist to mitigate damages. Gather problem and change management and service level metrics from service delivery towers and assist the Delivery Executive to consolidate. Manage Service Delivery/Project risk for client and IBM Responsible for driving the methods, processes, metrics, and tools associated with the organization supported Present a seamless Service delivery view to the Client Present the Client view to IBM Delivery Define improvement plans on end-to-end management Financial Management of the account.

As a member of Global Service Delivery, I am having ownership for end to end all Process for India & Bangladesh Delivery & Operations. Also I am key member of IT Security & Compliance dashboard for 6 countries of Africa & PAN India CCT architecture.Vendor Management, Team Management & Customer billing is also part of my major deliverables.RCA owner for any critical issues of Pan India & Bangladesh Operations.

as a Service Delivery Manager, I am having ownership for end to end all Process for India & Bangladesh Delivery & Operations. Also I am key member of IT Security & Compliance dashboard for 6 countries of Africa & PAN India CCT architecture.Vendor Management, Team Management & Customer billing is also part of my major deliverables.RCA owner for any critical issues of Pan India & Bangladesh Operations.

Managing a team of 12 multi partner L1, L2 & L3 level technical resources with 24/7 support window for the client and ensuring SLA target achievements. Highly customer centric approach with maintaining the CSAT level 5 out of 5. Maintaining very good relationship with all the management levels which help us to create additional business opportunity for my organization and control escalations. Managing multiple internal projects with multi vendors and stiff timelines. Planning and by executing Skill Development Program for onsite resources help us to achieve “0” attrition for this project.Implemented Service Automation for client through the Service Improvement Plan, which increase my team efficiency and gain customer confidence on delivery. Achievement: • Best Project Delivery.• Best Operations for the year 2011• Star Award for maintaining QOS up to the thumb rule.

1) SPOC to build up New Data Center (7200 sqft.) for United Bank of India.Coordinated with 11 vendors to build up UBI data center with Helpdesk, 100 seats call center, Staging, Server room, Network Room, BMS, DG installation, UPS room.2) SPOC for Network Equipments installation, sitting with customer, Prepare BOM, sitting with procurement Team, finalizing delivery dates for delivery & installation, Vendor and Team management. This is for 1024 PAN India Branches of UBI Bank.3) Team Lead of Roll out team. Vendor Management for installation Hardware & network devices in PAN India branches. Training provide to bank users.Total team Size: 60

joined as Senior Technical Engineer. Supporting service field engineers for any escalation calls. Planning for new installation, Service Report monitoring & shared with top management. I have been deputed in Kolkata Municipal Corporation after 6 months of joining as Facility Manager – IT.a) Support on Day to Day Operations. Closing call trouble tickets within SLA.b) New Installation of IBM 255 Rack Servers in Head office & all regional offices of corporation, Installation of Linux AS, Coordinating with vendor for DB installation. Monitoring the new migration. People management, building customer relationship.c) Help Finance team discussing with customer & release payment. Project: Nerola Institute of EngineeringLocation: Sodhpur,KolkataProject: PCs, Printer, Server and switch installation in Nerolla Institute of Engineering College for their 6 labs. I worked as Project Manager.

I have joined Digital Care as Service Engineer. KRA was to handle hardware & network related issues of various clients. Core laptop repairing training from Hewlett Packard & assigned to HP’s authorized service center for North East as service center in charge. Duration: One Year. Listed Projects Coordinated & technically worked for Digital Care. All India Radio Project. (New HP PCs has been installed throughout northeast. OS-- windows 2003 server with Domain – Client based network, Worked as Project coordinator)BSNL Mobile ProjectConfigured more than 30 routers (2600 Cisco series) throughout northeast. (Configured Leased line in every BSNL site with the help of 2950 Cisco Switch, V.35 converter or modem and established connectivity with kolkata BSNL and Guwahati BSNL)Income tax Project. (New HP PCs Installed throughout northeast, configured with their software, OS and software up gradation, Hardware up gradation I was project Coordinator for north-east)