Responsible for handling Global Flagship ClientsP&L, Revenue and cost tracking, analyses and taking the right measuresCustomer Retention and Growth both Organic and InorganicContract Compliance and End-to-end Delivery. Vendor Management Hiring and onboarding the right pool of talent, training, career development etc.,Organizational compliance Supporting presales activities and working closely with Business Acquisition Group in pursuing new dealsSchedule and organize Tactical and Half Yearly Business ReviewsDrive Strategic Initiatives

Responsible for handling Global ClientsDeliver on service commitments and participate in account planning and strategy.Provide leadership and direction to the delivery team.Proactively handle operational issues related to IT Infrastructure Service DeliveryEnsure continuous communication and coordination with clients on all service-related issues.Undertake regular periodic client reviews to improve service quality and solicit client feedback.Put in place crisis management procedures and response plans.Report to Executive management regularly on Operation, Margins and growth and organization InitiativesWork closely on resource planning exercises, based on the accounts' existing and future growth plans.Relationship management capabilities - working across internal teams in the organization as well as coordinating deliverables to customer organizations.Initiate and manage on an on-going basis procedures and controls, reviews and evaluation of internal teams to ensure the highest customer experience at the client organisation end

Responsible for delivery of Global ClientsParticipating in the solution development phase of the bid life cycle and organizational activities like recruitment.DC migration and setup, managing a team of operation managers for support of servers and Service desk management. Manage performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical.Growth and development of team members including career planning, training and certification, rewards and recognition and employee engagement; financial parameters like cost of delivery initiatives, pyramid management, people rotation, GET (Graduate Engineer Trainee) absorption program and managing operations costs like shift ratio, and transport cost.Implementation of various performance standards and measurements established by the Operations Maturity teams about service delivery and accomplishment of delivery efficiency.Delivery of technical design, proposal preparation and/or approval of change orders.Ensuring the application of Service Management processes, tools and disciplines in all aspects of contract delivery; maximizing customer satisfaction through efficient management of issues and risks.Managing an ITIL-compliant operation and enforcing security and compliance requirements of Cognizant and it’s customers; coordinating with the resourcing team to ensure the availability of optimum headcount of resources based on project requirements.Acquiring knowledge on IM delivery policies & strategies, financial, human resource and contractual policies & strategies with potential influence IM Outsourcing technical solution development.Collation of knowledge on competition about company, products/ services, strategies & directions.Initiating ITIL, Six Sigma orientation and certifications for the team.

•Accountable for IMS practice setup • ITIL & ISO 20K framework and compliant processes & systems •Built a strong presales team of Solution Architects, Business Analysts and SMEsAccountable for IMS practice setup right from scratch to a 300 people-strong teamAccountable for SLAs across multiple accounts and slippages for multi-million-dollar accounts. With complete ownership of P&L Customer satisfaction, retention and growth of the accountInvolved in budgeting, cost controls margin improvement plans. Vendor management and contract administration; ensure compliance with quality, scope and delivery schedules. Built a strong presales team of Solution Architects, Business Analysts and SMEs Ensure optimum utilization of available resources through resource planning and balanced resource utilization within the team; define operation strategy and develop capabilities across the same.Transition and smooth setup of different client delivery teams at offshoreStrong exposure in setting up onsite and offshore 24x7 SLA-driven support models Had set up ITIL & ISO 20K framework and compliant processes & systems besides ensuring the right blend of people, processes and technology for migration to autopilot mode.Focus on the definition of SLA apart from customer interaction across multiple IMS projects.Develop a second line of leadership for respective projects about day-to-day operations besides focusing on the preparation and delivery of executive-level presentations.Maintain excellent customer relationships at the CxO level, Focus on people management including position development, selection, performance management, training and development.Set up framework for BCP and Disaster recovery model for IMS projects and customize the same aligned to client and business requirements.Ensure positive interaction between staff and other departments apart from managing expectations of various stakeholders in client organization/ business unit.

As onsite Program Manager at the customer location – AvivaTransition from existing service provider, manpower planning, recruitment, documentation Etc.Dashboards and Scorecards pertaining to SLA compliance apart from improving call response/resolution (TAT)Analyses of customer call trends based on numbers & categories with possible root causes. Ensuring compliance to routine activity management.Involved in quality management/ customer satisfaction with prime responsibilities ofProcess improvements based on inputs from reviews and quarterly audits; involved in resource management.Ensuring preparation and submission of accurate reports within delivery schedules.Maximize customer satisfaction through regular reviews, management of escalations & prompt resolution of issues. Review data, and documentation of feedback apart from participating in periodic customer/vendor management calls.Managed customer escalations of Windows/ Network. Focused on self-development through the creation of a growth and development plan in consultation with the Line Manager.Documented all communication with the line manager with proper sign-off.Involved in vendor management through review of vendor performance on-call response/ resolution, technical capability, quality of call management and provisioning for backup.Developed metrics for measuring the performance of each deliverable.Administrative activities like team leave management, identification & planning for training needs and finalizing review dates.

Largely involved in Implementation and setup of projects like:Server setup for Indian Railway Reservation systemsGPS Based satellite Mining In Asia’s largest Coal MineOperator Independent Truck Disposable System

Desktop Support Engineer and System Administrator at customer location