Prakash Pathak Email & Phone Number

Bangalore

EMC Software India Pvt. Ltd, Bangalore 26th November 2012 – PresentCurrent Position: Manager Delivery Practice Key Responsibilities: Delivery Manager for 30 Global account operations supported for Storage & Backup functions from India  Managing & Guiding Technical Delivery Manager at First Line level. Managing delivery for customers with EMC & Non EMC Enterprise level storage and backup products i.e. EMC, NetApp, IBM, Symantec etc. Comply with Business requirement and adhere to IT Policies, Standards, Guidelines, Procedures & Information Security compliance requirement. Working collaboratively and co-operatively across the organization and with key stakeholders globally Managed one of the largest MS accounts for heterogeneous infrastructure on Storage & Backup technology. Managed global delivery in the support model of Managed Services, Residency services and OTS delivery Single point of contact and business escalation from India COE for the respective accounts Ensuring strong governance for the accounts to accomplish agreed SLAs and 95% account status is green from India prospective.  Leading high severity incidents and Major incidents to restore the service and minimize business impact. Ensuring operational readiness for the transitioning activities for timely go live Identifying and highlighting various risks in the accounts and work as per risk management strategy Managing timely delivery of urgent and high customer focus project deliverables Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance. Responsible for establishing team goals and ensuring goals are met & assigned metrics for the organization are achieved.  Managing the overall delivery in a global matrix environment. End to End People management as per organization policies & procedures. 

Bangalore

 Responsible for interlock between SSO and the account DPE / Service Management team Manage Service Delivery management and technical support functions from off-shore delivery centre.  Owned Operational Procedure implementation aligning to the service offering and SLA for a various sector accounts. Extended Functional Management and Guidance to 1st Line Managers in IBM India GDC on Service Quality, Metrics Management and Process Management.  Oversaw Storage Infrastructure Service Delivery functions for various AP & European Customers, monitoring transitions and migrations of Storage Infrastructure Service Delivery from AP & European Customers for IBM India GDC. Act as a single point of contact for non-standard requests and facilitate those requests into the wider SSO org. Manage SSO escalations for all the support function team for the specified account from India  Take ownership of account issues identified by India & domestic account team.  Identify and drive actions to resolve any issues to ensure that SSO is 'Green' consistently. Take initiative to identify service delivery issues and run the service improvement plan Put governance in place to improve the quality of incident, problem and change management areas. Regular interaction with each service line managers to understand any delivery challenge and get them fixed. Be recognized as the 'go to' person within SSO that takes ownership of issues requiring cross service line coordination until closure Overall responsibility for Quality and productivity for the support functions from India team Managing Technical support for multiple global clients for AP region including Telstra which is one of the largest clients supported by IBM globally. 

Mumbai

 Responsible for managing storage service delivery for multiple datacenters across Mumbai & Bangalore for JPMC India Interface with line of business and internal teams (engineering and product management) and Work in the team as a strong hands-on technical leader. Worked on various complex & critical project implementation including line of business migrations across Bangalore & Mumbai Worked on major Datacenter consolidation project for storage & backup domain  Interpret business storage needs and recommend solutions to them, engage third party vendors on product planning and technical issues / activities. Co-ordination with Change & Problem Management, Ensuring 99.9% SLA commitment and handling High Severity Problems Working with Multiple teams and ensuring smooth relationship across local as well as regional towers Resolved communication issues and personal issues across the team and within the team. People Management, Hiring Technical Resources, providing constructive feedback & motivating team members. Audit Readiness, Business Continuity Planning (BCP), Risk Management.

Bangalore

High end Technical support for global customers

New Delhi Area, India

Technical support for Storage & Backup Technology

Lucknow

Managing end to end Technical Service for the customer location

New Delhi

Providing basic technical services for systems

New Delhi

Providing basic technical services for systems