Manoj Kumar P. Email & Phone Number

Bengaluru, Karnataka, India

Vendor Relationship Management:•Acting as the Single Point of Contact for external service providers (including two large AMS suppliers) for all issues outside regular processes and governance bodies.•Driving contractual changes based on lessons learned, such as ticket volumes, incident priorities, and change capacity.•Driving meetings related to vendor interactions, including CABs, Operations Tactical, etc., for both legacy SAP (ECC) and S4 environments, as well as adjacent platforms and services in the financial systems domain.Vendor Performance Review:•Providing consolidated input from a service management perspective to the Vendor Performance Management Reviews with external vendors.Service Management Execution:•Monitoring SLAs, review exceptions to identify improvement areas.•Reviewing major changes, mitigate customer impact, and ensure a smooth change advisory process.•Reviewing outages, identify prevention strategies, and ensure proper problem management and follow-up.Budget and Order Management:•Managing IT budgets and make order decisions accordingly.Dashboard Setup:•Collaborate with vendors and booking stakeholders to set up dashboards for service level and vendor performance reporting.Stakeholder Coaching:•Coaching Booking stakeholders in executing their new responsibilities related to vendors.

Hyderabad, Telangana, India

Support Leadership:- Led and supported a team of 100+ support leads, executives, and vendor teams for large transition programs, ensuring end-to-end responsibility for team setup, transition planning, change management, and stakeholder engagement.- Seasoned in the end-to-end RFP process including RFP preparation, response, proposal, client presentation, SOW, and execution.People and Portfolio Management:- Led a global team with diverse roles and responsibilities, conducting regular 1:1s and team meetings to foster a sense of belonging and understanding individual aspirations.- Facilitated a long-pending promotion for a critical associate, boosting their performance and contributing to team morale.- Managed the reorganization and assignment of certain mobile applications within three weeks.- Maintained regular communication with contractor suppliers in the US for ad hoc needs and facilitated collaboration discussions with peers to share best practices.Strategic Leadership:- Initiated a weekly service delivery cadence among leaders to enhance visibility and coordination across business solution areas.- Part of the steering committee for the Servicenow Strategic portfolio management initiative.- Facilitated collaboration between DevOps and R&M teams to ensure seamless service delivery and enhancements.- Managed application management and service delivery for diverse business portfolios, emphasizing collaboration and adherence to CI/CD frameworks.Budget Oversight and Liaising:- Maintained IT-related budget control for assets and contractors.- Contributed significantly to legacy application name changes and application-to-server linking projects.- Handled escalations and interfaced with stakeholders impacted by service disruptions, ensuring timely resolution.- Implemented tracking and corrective actions based on availability and capacity management reports.

Hyderabad, Telangana, India

• Enabler for portfolio governance and management practices across 3 managed services portfolios (ITSM, SOC, SQL Batch monitoring), aligning with strategic goals and budgeting for service delivery.• SPOC for projects involving large operational data and enterprise system integration.• Implemented resilient service delivery for business continuity and adaptation to disruptions.• Managed overall project stage gate review process, conducting readiness assessments throughout project lifecycle.• Led IT Change Management processes for Production implementation, enhancing process maturity and CIRT process for Incident and Problem Management.• Mentored delivery teams on shift left opportunities and automation.• Developed guidance and individual development plans, fostering future leaders.• Enabled Servant leader concept to reduce team lead dependency and cultivate leadership within each team member.• Developed and delivered optimal support for SAP suite of solutions, overseeing application management for strategic growth.• Acted as senior local contact for SAP service delivery, reporting to Senior Director (SAP) on success, progress, challenges, and risks.• Collaborated with customers to create winning execution/delivery strategies based on project requirements and challenges.• Successfully completed MSP projects on time and within allocated budgets.• Proficient in using Jira for project delivery targets.• Expert in presenting plan views using Power BI, PPTs for burn down, burn up charts, and other dashboards for MIS reports.

Hyderabad Area, India

Led the Incident Management (IM) process and spearheaded Continuous Service Improvement (CSI) efforts, supervising major incident cycles and working closely with technical teams to reduce incidents and enhance Key Performance Indicators (KPIs). Conducted user awareness sessions to promote the use of self-help tools and streamline processes, thereby reducing invalid tickets and offering prompt assistance to Technical Teams. Actively engaged in audits and reviews to ensure adherence to process parameters across vendors for incident and problem management. Additionally, restructured process guidance and Standard Operating Procedures (SOPs), collaborated on Root Cause Analyses (RCAs), and presented KPI reports to stakeholders to facilitate informed decision-making and expedite resolutions.

Coimbatore Area, India

I spearheaded proactive initiatives in problem management, capacity management, and the integration of Knowledge-Enabled Database (KEDB), underlining the significance of knowledge management. Through in-depth data analytics at an expert level, I validated and enhanced knowledge management processes. My responsibilities included maintaining the integrity of knowledge management processes, organizing essential meetings, and conducting webinars for stakeholders to underscore the importance of ITIL processes for enhanced service delivery. Furthermore, I ensured the accuracy of project registers, crafted Standard Operating Procedures (SOPs) and Statements of Work (SOWs), and oversaw agile practices in daily operations. As a Crisis Manager, I facilitated effective communication and resolution strategies during incidents, implemented ITIL-compliant change management procedures, conducted Change Advisory Board (CAB) calls for high-risk changes, and contributed to Request for Proposal (RFP) reviews and SOW renewals. I possessed a comprehensive understanding of cloud delivery and billing models, enabling me to conduct periodic assessments of asset management efficiency and scaling. Proficient in developing Responsibility Assignment Matrix (RACI) matrices.

Pune Area, India

Oversaw and directed the Incident/Problem/Change process, taking charge of end-to-end management and driving Continuous Service Improvement (CSI) initiatives. Managed significant incidents across diverse vendor support networks for infrastructure services. Implemented self-service catalogs and tools to minimize call costs to Global Service Desk (GSD). Led productive problem management meetings with multiple vendors to ensure adherence to processes and metrics. Spearheaded service integration enhancements at Syngenta, including proactive problem resolution, integration of Knowledge-Enabled Database (KEDB) during transition, reassessment of Configuration Management Database (CMDB) relations in ServiceNow, identification of Configuration Items (CIs) for service catalogs, and reduction of incident volume to the Global Service Desk.

Hyderabad Area, India

To swiftly restore normal service operations and minimize business impact in accordance with ITIL best practices and SLAs:- Adhere to Incident Management processes, following defined best practices and KPIs, coordinating service restoration activities to minimize customer impact. - Timely notifications and broadcast messages are dispatched according to SLAs, providing accurate information to stakeholders. - Escalate appropriate Technical Group Members and Delivery Executive resources within given timeframes to assess technical and business impacts by severity. - Maintain accurate and up-to-date documentation throughout high-priority Incident lifecycles to support related processes like Problem Management and Change Management. - Manage Business off-hours change management activities. - Provide MIS reports to higher management, ensuring governance over specific metrics and KPIs.

Hyderabad Area, India

• Represented CSC in managing leveraged accounts for multiple clients across Australia and EMEA, overseeing end-to-end problem management to proactively prevent incidents.• Tracked and managed problem record requests from SE or clients, initiating reactive problem records for root cause analysis.• Engaged in proactive problem management through continuous trend analysis.• Collaborated with other Service Management teams to deliver Problem Management, including Change Management, Configuration Management, Knowledge Management, Release Management, and Incident Management.• Worked closely with project management to identify risks associated with problems and ensure completion of infrastructure improvement projects.• Ensured adherence to problem metrics and tracked KPIs for overdue action items.• Actively participated in regular DSR for service improvement and minimizing SLA failures, analyzing technical team action items for root cause analysis.• Analyzed SLA reports, shared impacted PR lists with CDM, and provided justifications for SLA failures to gain approval for critical PR due date extensions.

Hyderabad Area, India

• Managed the People Manager role for a technical service desk, overseeing operations and employee evaluations.• Collaborated with both existing team members and newly recruited executives to facilitate knowledge transfer, devise performance improvement strategies, and conduct appraisals.• Took an active role in guiding team members towards achieving set goals within designated timeframes, while ensuring adherence to quality standards and SLAs.• Assigned daily tasks and managed workloads effectively.• Spearheaded the implementation of new initiatives, ensuring clear comprehension among staff members.• Addressed and rectified staff deficiencies promptly.• Provided timely and accurate feedback on individual staff performance.• Participated in team meetings and contributed constructively.• Maintained a clean, safe, and supportive work environment.• Reported to senior management on operational matters.

Hyderabad Area, India

• Acted as System Administrator to ensure smooth daily operations and IT-related tasks.• Identified and resolved level one system application, internet, and minor hardware issues.• Troubleshot internet problems such as IP conflicts and Wi-Fi setup for laptop users.• Conducted backups and recovered data from faulty disks.• Installed and troubleshooted shared printers, addressing issues like paper jams and refilling.• Provided support for system and server upgrades.• Assisted end-users from various branch offices with one-on-one problem resolution over the phone.