Roopa M Email & Phone Number

Bengaluru, Ka, In

Bangalore , India

Bengaluru Area, India

Bengaluru Area, India

Responsible for Managing Messaging and Communication platforms like Exchange , BlackBerry, Global Relay(email archiving) , Skype, A/V conferencing , Telephony and recording .Manage 24x7 team delivering services to Global regions (Paris, EMEA, AMER, APAC, India)

Bangalore

Responsible for Managing the platform and providing Exchange, GOOD, Blackberry, Microsoft Lync Services for SG GSCManaging Operational services on GOOD, BB, LYNC, SharePoint and Exchange platform to Global regions ( Paris, EMEA, AMER and Asia)

Bangalore

• Building and sustaining long term relationship with the business clients & exude accountability and sense of ownership• Setting up Periodic governance & engagement with internal partners and clients with actions and outcomes derived to avoid any escalations/surprises• Working closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience• Playing an active role in coordinating and keeping key stake holders informed during production crisis• Timely Escalation of issues to the right level at the right time with impact analysis & urgency to draw right attention• Maintaining efficient & open communication channels with business client’s internal partners (GTS) to ensure that the issues are well followed and the actors are aware of the specificities or constraints.• Aligning with global strategy and implement the same locally to ensure the business users receive uninterrupted information /communication related to IT.• Seeking feedback from clients share it with respective stake holders and facilitate improvisation through service improvement plans• Promoting & showcasing Client-centric behaviour & foster service culture in each every interaction with both internal partners and business clients.• Build a healthy and work coherently with internal partners to enhance client experience

Bangalore

• Leading Software Distribution, Packaging & User Request activities ensuring that services in the respective Service Line are delivered to the business in accordance with agreed service levels and user and client satisfaction targets• Ensure User Requests, Application packaging, Software distribution and Security patching are delivered as per the contracts• Responsible to ensure standard settings on all Unilever devices and all devices are accounted for through SCCM or equivalent technology• Ensures that cross-functional incidents and problems are identified, diagnosed, analysed and resolved.• Liaise with Service Strategy and Design to ensure that respective Service Lines are operating in alignment with agreed strategies and direction from the device management lead• Liaise with Programme and Portfolio Management to process new services and new users into production service• Acts as the initial point of escalation for most issues or problems raised by the suppliers and or Geography IT.• Ensures that service delivery is monitored effectively (including proactive monitoring of service levels) and that identified actions to maintain or improve levels of service are progressed.• Ensures that operational methods, procedures, facilities and tools are maintained.• Reviews service delivery to report agreed targets and prepares recommendations for the level or type of service.• Liaise with Service Delivery Managers to support reviews with Geo IT teams and to handle escalations• Work with commercial governance to ensure the appropriate scope is delivered contractually• Ensure contractual compliance of suppliers, ensuring appropriate improvement/action plans are generated where non compliance exists.• Work with Supplier and Unilever Service Management Process Owners to manage and maintain Unilever Service Management processes into Supplier organisation. • Monitor contract governance as per defined model

• Building and sustaining long term relationship with the business clients & exude accountability and sense of ownership• Setting up Periodic governance & engagement with internal partners and clients with actions and outcomes derived to avoid escalations/surprises and improve relationship• Working closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience• Maintaining efficient & open communication channels with business client’s internal partners (GTS) to ensure that the issues are well followed and the actors are aware of the specificities or constraints.• Aligning with global strategy and implement the same locally to ensure the business users receive uninterrupted information /communication related to IT.• Seeking feedback from clients share it with respective stake holders and facilitate improvisation through service improvement plans• Promoting & showcasing Client-centric behaviour & foster service culture in each every interaction with both internal partners and business clients.• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.• To develop and facilitate workshops and training courses on Infrastructure topics to other Business Lines.• Understand BU requirements; work with infra support teams to develop proposals based upon business drivers, priorities and appropriate technologies.• Drive/participate and coordinate Crisis Management by involving relevant skills teams• keeping key stake holders/business users regularly updated about the Crisis• Follow up on Problem Management• Perform Program Manager role for Multiple projects(offshoring, delivery)o Manage delivery of Infrastructure services for multiple offshoring projects across different business lines.o Setting up support process for new services transitionedo Regular Governance and reporting

• Building and sustaining long term relationship with the business clients & exude accountability and sense of ownership• Setting up Periodic governance & engagement with internal partners and clients with actions and outcomes derived to avoid escalations/surprises and improve relationship• Working closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience• Maintaining efficient & open communication channels with business client’s internal partners (GTS) to ensure that the issues are well followed and the actors are aware of the specificities or constraints.• Aligning with global strategy and implement the same locally to ensure the business users receive uninterrupted information /communication related to IT.• Seeking feedback from clients share it with respective stake holders and facilitate improvisation through service improvement plans• Promoting & showcasing Client-centric behaviour & foster service culture in each every interaction with both internal partners and business clients.• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.• To develop and facilitate workshops and training courses on Infrastructure topics to other Business Lines.• Understand BU requirements; work with infra support teams to develop proposals based upon business drivers, priorities and appropriate technologies.• Drive/participate and coordinate Crisis Management by involving relevant skills teams• keeping key stake holders/business users regularly updated about the Crisis• Follow up on Problem Management• Perform Program Manager role for Multiple projects(offshoring, delivery)o Manage delivery of Infrastructure services for multiple offshoring projects across different business lines.o Setting up support process for new services transitionedo Regular Governance and reporting

Bachelor Of Engineering, Computer Sceince

Diploma In Business Management