Pramod Menon Email & Phone Number

• Delivery Head Technology- Pan India• Conceptualized & Deployed Client based security control monitoring tool• Managing 200 plus highly skilled -L1 / L2/L3 NW / Server & End points engineers & 15 Account Managers spread across globe • Established IT governance mechanism end to end• Liaison with International service providers and vendors• Headed Critical Technology Transition of 4500 FTE’s • Maximum point of escalation for Infra and App. related issues• Key contribution in increasing predictable IT delivery by automation• Enhancing End-user experience through predictable analytics, automation for 2.5 Lakh end users• Global Head for Incident & Availability Management • Lead IM and AM during ISO20000-1:2018• Deployed RPA , BOT, Chat BOT for auto heal• Deployed Self-Help solution for 157 frequently faced issues• Cognitive IVR for ticket triaging • Conceptualized Same Business Day & implemented across Accenture• Standardize services rendered by SD desk process to ensure unified end user experience across the globe

Armonk, New York, Ny, Us

• Received BLUE & SILVER MILES award, for consistency in Project Delivery• Working as a Program Manager, Managing team of PM’s• Responsible to bring in Project delivery and Performance Improvements• Instrumental in bringing Delivery Excellence in Project Management• Implemented GDF (LEAN) into Project Services• Worked with diversified teams to gauge and implement CSI• Introduced sustainable process efficiency in Project Services• Graduated project services to predictable delivery model.• Instrumental in rolling out Idea Jam @ Chennai• Hand-picked to manage Cri Sit Management for an account.• Made significant improvement on Metrics in shorter duration• Established daily and weekly review of account delivery• Brought required attention and focus across the SL’s• Working with all senior management across GDC• Active participation in Idea log and Innovation team• Contributing in Innovation and White paper publishing• Recognized and promoted as Specialist -PM Network

Armonk, New York, Ny, Us

• Implement IT projects in ITIL Framework• Worked out a plan for smoother transition to On-going support teams• Ensure project infra deliverables short term goals as accepted and committed.• Rework strategies to match the schedules• Be a Client point of contact on Project deliverables• Understand the process gaps and bring process based on ITIL recommendations• Understanding the current status of various datacenter builds• Work with various internal teams like –Plan, Design, Build, Test and Transition• Drafted a process document on Asset management and licensing.• Won confidence and accolades from internal management and client for the TAT and commitment on delivery.• Working with diversified teams across geo’s at various support centers

Pittsford (Rochester), Ny, Us

• Head - IT SPOC team, the first point of contact for clients IT requirement.• Driving IT SPOC team to focus and get CSAT on IT deliverables for both infrastructure and application.• Manage and support service incidents either personally or via the service desk through to successful completion and user satisfaction. • Responsible for understanding Client IT requirement, working with respective internal team and vendor for providing the right solution and timely delivery of IT infrastructure related projects.• Ensuring right communication to clients at the right time.

Pittsford (Rochester), Ny, Us

Heading IT Operations – Manage IT operations for 11 delivery centers comprises of 23,000+ usersManage and support service incidents via service desk through to successful completion and user satisfactionPost analysis, bucket the repeated incidents and move it to problem managementRegularly review performance and trends in response to incidents of all types and provide recommendation to the Service Desk / Internal IT Team for service ImprovementHead - IT SPOC team, the first point of contact for clients IT requirement, Driving IT SPOC team to focus and get CSAT on IT deliveryResponsible for understanding Client IT requirement, working with respective internal team and vendor for providing the right solution and timely delivery of IT infrastructure related projectsExpertise in Managing International clients for more than 7 yearsExperience in maintaining Remote Infrastructure team – On and OffshoreExposure in liasoning with International service providers and vendorsManaging Service Desk, Incident management and Service DeliveryImplementing – Problem,Configuration,Asset & Software Application and Reporting Management modules Member of Change Advisory BoardGlobal initiatives – Process redefined for IT operationsEnsuring right communication to clients at the right timeRedefined Escalation matrixStrategic planning of IT to suit business modelEnsuring quality in Service support and Service DeliveryParticipate in ISO 27001,SAS 70 audits and ensure complianceAchievementsIntroduced critical incident management process across all Geo’s, which drastically reduced the turn-around time of critical incident.Overhauled the service desk / incident management process, which reduced the average handle time of a ticket in-turn increased the customer satisfactionOverwhelming CSAT from internal / external client scaled from 84 to 96%

Navi Mumbai, Maharashtra, In

Managing IT - infrastructure team of 30 plus engineersRecruit and appraise EngineersResponsible to deliver 99.5% uptime to OperationsImplementing ITIL - Service Desk, Incident ManagementManaging Technical HelpdeskSingle point of contact to coordinate, implement all IT related queries raised by Projects; Supporting just over 1000 usersDerived call handling processIT process re-devised Contributed more towards changing IT into a process driven approach

Slash support is one of the leading Technical support companies in India.(Reporting to VP - IT)Managing IT - infrastructure team 20 plus engineersImplementing ITIL Managing Technical HelpdeskSingle point of contact to coordinate, implement all IT related queries raised by Client and Operations

Team Manager – Technical Project Operations (Sep.2003 Oct - 2005)(Reporting to - Program Manager)• Managing the Operations of a Project• Scheduling of operations • Generation of MIS and performing trend analysis for effecting higher productivity• Focus on maximizing Customer Experience while optimizing costs • Contribute to the development of short and long term strategic business goals• Create appropriate servicing and retention strategies for customers• Ensure systems development integration with strategy and to meet SLA’s • Provide functional support and direction to the associates and team leaders on customer support needs • Monitor the performance of the associates and team leaders and coach them, if required • Assist with training and identify training needs within the group • Mentor and assist new hires • Liaison with other areas of the company affecting technical support.Achievements:• Awarded company’s most prestigious Navigator Award, Most Valuable Person & Pillar of Slash support Award in recognition with the consistent performance.• Got excellent support award from the client• Derived call handling and escalation process which is being followed by client and all the support centers across the globe• Handled 150 member team, which comprising of tier 1, tier 2 & tier 3 support• Handled UK , UAE, SA & India support individually• Handled a Technical support project with Voice, Chat & Email support for US customers individually from inception• Formulated Service Implementation Process for the project• Set process standards• Driving the team to meet SLA metrics• Derived procedures and process for tier 1, tier 2 and tier 3 support• Maintained program with less than 2% escalation.

Derived call handling and escalation process which is being followed by client and all the support centers across the globeHandled 150 member team, which comprising of tier 1, tier 2 & tier 3 supportHandled UK , UAE, SA & India support individuallyHandled a Technical support project with Voice, Chat & Email support for US customers individually from inceptionFormulated Service Implementation Process for the projectSet process standardsDriving the team to meet SLA metricsDerived procedures and process for tier 1, tier 2 and tier 3 supportMaintained program with less than 2% escalation.; (Reporting to Regional Head - Operations)

Responsibility:-Manage 24 hours HELPDESK Major accounts managementTrack all requests and ensure proper supportProvide statistical information of network usage and throughputMeasure client's satisfaction through independent surveyMaintain personal data Document project implementations ,trouble shooting and the solutionPersonal interaction with all level Provide statistical information about the effective utilization of service

Responsibility:-Telephonic support to client's technical queries for all the services.Log a complaint if the problems have not resolved through telephonic support.Visit client place if any emergency to solve the problem.Client care calls - Through phone.Last but Primary, create and maintain very good relationship with all the clientsAchievements:-Developed a client support package to handle client queries on-line.Streamlined the following process towards improving client satisfaction level.Client Registration, Installations & Training Activities.Message tracking process between Chennai branch and other nodes.Query logins and follow-up.Established and maintained an effective shift plan schedule.Developed a software to improve the productivity of the field support engineer Strategic Streamline done in client service operationsWeekly meeting with Head Business Operations to serve the client in a better way.Weekly meeting with Head Business Operations to serve the client in a better way.Improved level of support tremendously with the help of daily meeting with Business Managers.Draft folder concept, which helps to provide on-line support to client queries.Improved the presentation skills of team member.

Responsibility:-Day to day functions include systems support, installation of new systems, breakdown maintenance, scheduling and implementing preventive maintenance.Analyzing client's needs and providing solutions.Planning and implementation of LANs and WAN.Periodical checking of networks and fine-tuning the same.Conducting technical presentations / demonstrations to clients.PCs and peripherals maintenance.Handling IT Vendors.

Taking care of all hardware and software related problems.PCs and peripherals maintenance.

Mba, Operations Management

Diploma; D.T.E.)Masters, Computer Technology; Public Admin

Computer Techology