Shine Mathew Email & Phone Number

Bengaluru, Ka, In

India

Key responsibilities include :• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.• Part of the Account Senior Executive Team and reports into the DXC Global Account Organisation• Understands customer delivery requirements & contribute to customer strategic business plan.• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.• SPOC for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.• Manages hosting environment for the customer on-prem Cloud Infrastructure.• Monitors expense/cost target commitments for all service delivery requirements.• Leads and provides technical and managerial leadership to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.• Develops & manages account service delivery plan.• Contributes to strategic account plan.• Negotiates with and manages 3rd party vendors contributing to contractual requirements.• Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution.• Identifies incremental revenue opportunities and supports pursuit activities.• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.• Develops and drives knowledge management strategies to drive organizational maturity.

Bengaluru Area, India

Key responsibilities include - • Develop customer strategies for performance metrics, escalation management, and communication.• Act as main point of contact for customers regarding business service issues, questions and concerns.• Determine budget and timeline for business service delivery.• Monitor and control expenses for cost effective and timely delivery of business solutions• Regular stakeholder in purchased software license contract renewals iterations.• Identifying upsell opportunities to scale/extend service• Perform customer negotiations as and when needed• Responsible for Managed Private Cloud offering.• Recruit and lead cross functional teams to meet business goals.• Identifying gaps and develop corrective plans in the service• Coordinated Northern Europe – Top Account, Automation Deployment Innitiative.• Contributed to the seamless transition for cross- tooling representing multiple top-20 accounts, for the HPE/DXC re-org stream.

Key responsibilities include:• Silent Operations and Project leadership for the Tooling capability.• Responsible to improve Client Relationship, CSAT, VOC, and reduction in ongoing delivery costs.• Functionally led multiple global cross-functional team of over 80+ employees, for the account.• Capability Team composition comprised of development/engineering and operational resources.• Collaborated with Service Delivery Manager regionally to yield best operational excellence.• Oversaw critical tooling upgrades and migration activities successfully.• Driven successful deployed NGDM (Automation Streams) enrollment. • Project drove to design/ implement strategic light-weight application, for the customer

AMS - Enterprise Service Management• Handled effectively Go-To-Green plan service improvements, for KPMG (US).• Drive engineering and operations teams to fulfilling timely deployment of enhancements.• Coordinate regular progress status meetings with client directors and HP Management.

APJ - Transformation - Aries/Aldea Tooling Standardization• Lead the HP-APJ outreach program for NSSR Tool – Aries/Aldea adoption and roll-out.• Worked through the business case and managed workshops to promote implementation.• Effectively onboarded multiple customer accounts to the new tool, achieved QoQ rollout targets.

APJ – Production Engineering Bid• Engage in new bids/renewal and pre-sales discussions with customer for standard tools (HP - SRA) implementation and integration.• Right-size tooling offering based on capacity assessments/forecasts.• Attend bid reviews with regional stakeholders and manage offering pipeline.• Optimize licenses for pre-sale bids.

APJ – HP Service Manager. • Responsible for APJ– Service Manager bug fix” roll-out coordination and release efforts

Bengaluru Area, India

Transition Lead Key responsibilities include: - Successfully transitioned multiple AMS/ EMEA Banking customers, to SCOM.- Hired talent, developed SOP, Risk and BCP management, for Operations. Team Leader Key responsibilities:- - Monitoring critical client network devices using IBM Tivoli, tool.24x7.- - As team lead, managed the delivery with zero esacalations.- - Developed and deployed web interface for customer reporting.- - Attended client sponsored(first in GDN India), SCOM training in Diligenter - London (2008) - - Supported in SCOM design. implementation for KPMG UK customer.