Thomas Xavier Email and Phone Number
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I am a multi-functional global IT leader, technically inclined and highly empowered professional with significant experience acquired over 25+ years in diverse areas encompassing:•Global Enterprise Service Management (ESM) – I lead a global team overseeing the end-to-end management of enterprise service processes (Incident, Change, Problem and Service requests) ensuring service quality, reporting, and change while acting as the enterprise process owner. Key objectives – Service Excellence, Production Stability and Transparent & Measurable services. Thorough understanding of Problem/ Change/ Escalation/ Incident Life Cycle - Identification & Recording, Incident Categorization and Prioritization, Initial Diagnosis & Assignment, Root Cause Analysis & Recovery and Closure•Setting-up & Managing Captive Global Shared Services Centres – I have led and have been part of a global team to setup captive global shared services centre for the enterprise across the world (based out of 5 countries) – Key objectives - dramatically reduce IT engineering and support cost, centralise the services and improve overall quality of service delivery – driving value beyond cost savings.•Global IT Transformation Management – Over my 25+ years of IT career, I have led and have been part of large global IT transformations – integrating digital technology into all areas of a business, fundamentally changing how the business operates and deliver value to customers •Infrastructure Systems Design & Build – I have led teams in designing and building all elements of IT Infrastructure including – Data Centres, Cloud, Servers and Storage, Active Directory, Proxy systems, Global Wide Area Networks etc. •Proven ability in Strategic Technology & Business Planning, Design IT Blueprints, Global IT Delivery & Operational Readiness, Strategic Alliance & Internal Consulting, Privacy & Security Compliance, Budget Management & Cost Control, IT Infrastructure Design & Solution, IT Governance and Industry Best Practices.•Hybrid sourcing and vendor ecosystem – Developed a hybrid sourcing model and built a vendor eco system to support the needs of the global shared services centre sourcing requirements•Possess invaluable experience in interfacing with diversified global clients, multi-national/ multi-cultural business setting and cross geographical teams.
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Global Leader Ey Technology Services (Eyts) |Enterprise Technology| EyEy Jul 2021 - PresentKochi, Kerala, IndiaResponsible for delivery of shared services across the IT groups of EY Technology. This includes the global service desk, infrastructure operations, workforce services, service management, AI Operations, Risk Management, Project Management etc. -
Director, Global Leader Enterprise Service Management | EyErnst & Young | Ey Jul 2017 - PresentKochi, IndiaAs the Enterprise Service Management (ESM) Global Leader, Thomas leads a team (ESM teams - Incident Management, Change Management, Problem Management, Service Requests Management, Knowledge Management, Metrics and Reporting, Transition Management and Quality Management) which oversees end-to-end management of enterprise service processes ensuring service quality, reporting, and change while acting as the enterprise process owner. The key objectives are•Service Excellence - act as the steward for enterprise service delivery, overseeing process definition, SLA creation and process governance•Drive Production Stability - manage all aspects of IT incident, request fulfillment, problem, change, configuration and knowledge management processes helping drive continuous improvement•Transparent and Measurable Services - Provide transparency on defined service expectations, costs and provisioning times via Service Level Management and reporting•Successfully promoted the deployment of Service Management processes to all groups interacting with Incident, Change and Problem Management•Ensured that Service Management effectively supports the firm’s business requirements to provide services and deliver business value.•Contributed significantly in leading a program aimed at accelerating the delivery of a mature CMDB. •Effectively worked on significantly reducing the incident volume (as per target)•Successfully lowered the P1 trends compared to previous years and improved the production stability.•Reduced the TAT for P1 Problems by 50%. Increased the Change success rate (as per target)•Implemented RPA for Knowledge maintenance to increase the process efficiency.•Achieved the 7% efficiency target leveraging several levers including automation•Currently working on a project (working with the start up ecosystem) to improve key service management KPIs leveraging Artificial Intelligence / Machine Learning.
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Director, Global Shared Services Centre Leader Enterprise Technology | EyErnst & Young | Ey Jul 2010 - PresentAs the Global Shared Services Centre leader for Enterprise Technology, I am responsible for building, managing and leading EYs Enterprise Technology (IT Infrastructure Support) teams across EY’s Shared Services Centres•Built a strong team of 2000 people across EY’s shared services centres (India, Argentina, Poland, China and Philippines) providing 24x7 support to EYs Enterprise Technology organization•Developed the ‘Ways of Working Together’ document which detailed day to day working relationship between the teams based in shared services centre locations and non-shared services centre locations.•Lead and provide oversight for all management and administrative functions for smooth delivery of operations•Drive timely Recruitment, Achieve Plan headcount, Achieve Plan revenue, Attrition management, Work towards reducing Indirect Cost, ensure minimal or no increase of Rate Card, resolve all Talent related issues, resolve all performance related issues, ensure best in call IT environment etc.•Responsible for the Interface from Enterprise Technology to the Global Shared Services Centre to ensure all IT infrastructure support for the Global Shared Services Centre locations.
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Director, Kochi Centre Leader - Ey Global Shared Services | EyErnst & Young | Ey Jul 2011 - Oct 2019As part of EY’s Shared Services Centre strategy, I led the build out of the Kochi Centre in 2011 and served as the centre leader till October 2019. The centre today has over 4,000 EY professionals supporting all EY’s Service lines and Service functions•Responsible for building out of the facilities and subsequent expansion of the facilities in Kochi over the years•Successfully established connect with the CEO’s and COO’s of other companies located within the IT park and in Kochi.•Spread the awareness of EY as an employer of choice in the local market. Responsible for monitoring budgets /spends for the centre, Authorized approver of purchases per the Authority Matrix•Instrumental in setting-up of all support teams (Talent, Finance, Facilities, IT, etc.) in Kochi to support the growth of the Centre.•Efficiently provided all support Strategic and operational support to all lines of business of EY GDS to expand their operations to Kochi, ensuring that Kochi becomes a preferred location. Kochi is one of the few centres where all lines of business operate.
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Centre Leader - Ey (Me) Shared Services Centre, TrivandrumEy Sep 2006 - Jul 2011I relocated from the Middle East (Dubai) to Trivandrum, India to lead the Shared Services Centre and also offshore and lead the EY Middle East IT Infrastructure team•Led and provided oversight for all management and administrative functions for smooth delivery of Shared Services Centre across all lines of business.•Coordinated and liaised with the Shared Services Centre and the EY Middle East Head Office Talent and Finance teams for continuous monitoring of Shared Services Centre Employee operations costs and reporting.•Responsible for management of all Shared Service Centre related contract and vendor relationships. Managed the relationship with the local government and other regulatory bodies. •Supported the incubation, setup and growth of the various Business Service Lines at the Shared Services Centre. o Ensured effective interlock with key business leaders from the Middle East and continuously updated them on SSC Operations. o Managed all internal and external client / guests visits to the Centre. o Represented the centre in the local respective industry bodies. o Ensured that all Quality and Risk Management guidelines from the parent organization is strictly adhered to also ensured all local regulatory requirements are also adhered to. o Supported the merger of the Middle East Shared Services Centre (ME SSC) with the Global Shared Services Centre (GSS now known as GDS (Global Delivery Services).• Provide Infrastructure support to EY offices in the Middle East - Continuously drive down the cost of operations and provide superior value leveraging the shared services centre.• Instrumental in setting up the Security Operations Centre to monitor and manage security related issue of the wide area networks and local area network related threats and vulneraries across the Middle East offices. Supported setting up the firm’s Advisory team to setup client SOC centers.
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It Infrastructure Leader - Ey Middle East | EyErnst & Young | Ey Jul 2000 - Jul 2006As the IT Infrastructure leader for EY Middle East, I led the design, build out and operations of the EY Middle East firm’s IT Infrastructure spanning 14 countries. This was done in close co-ordination with the EY Global IT organization. I was also part of EY Global IT organizations operations team, specifically managing the global infrastructure on Saturday’s and Sunday’s (working day in the Middle East then)•Worked as an in-charge of the design, implementation and maintenance of the Middle East wide area network based on checkpoint VPN and the office Local Area Network.•Led the successful implementation of network performance management products for EY Middle East’s infrastructure, improving visibility into network optimization.•In charge of the design, implementation and maintenance of EYs Middle East hosting services (Data Center and Data Rooms)o Moved the in-house ME Hub Data Centre (ME hub data center based in Dubai) to a colocation center. One of the first large data center moves to a colocation center at that time. Significant cost savings and performance improvements gained by the move.o Instrumental in setting-up and maintain data room (mini data centres) in each of the Middle East countries. Setting up of rack systems, servers, storage systems, back-up systems, switching, proxy servers, WAN optimization devices, Firewalls, etc.• EY Global Operations Serviceso Monitored EY Global Wide Area Network – both MPLS networks and VPN networks.o Instrumental in the management of firewall and VPN devices.o Responsible for setting up and management of the EY Global Active Directory services.o Managed the EY Global messaging and collaboration services.o Managed EY Global mobile services.
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Information Technology Administrator | EyErsnt & Young | Me May 1997 - Jul 2000Jeddah, Middle EastInformation Technology Administrator managing the technology needs of EY's Jeddah office in Saudi Arabia
Thomas Xavier Skills
Thomas Xavier Education Details
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Executive Post Graduate Program (Mba) -
Electronics And Communications Engineering -
Operations Management
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Corpus Christi School, Kottayam
Frequently Asked Questions about Thomas Xavier
What company does Thomas Xavier work for?
Thomas Xavier works for Ey
What is Thomas Xavier's role at the current company?
Thomas Xavier's current role is Global Leader EY Technology Services (EYTS) |Enterprise Technology| EY at EY.
What is Thomas Xavier's email address?
Thomas Xavier's email address is th****@****.ey.com
What schools did Thomas Xavier attend?
Thomas Xavier attended Indian Institute Of Management, Kozhikode, Manipal Institute Of Technology, Indian Institute Of Management, Kozhikode, Corpus Christi School, Kottayam.
What skills is Thomas Xavier known for?
Thomas Xavier has skills like Management, Microsoft Office, Customer Service, Project Management, Leadership, Strategic Planning, Business Strategy, Sales, Business Development, Business Analysis, Operations Management, It Strategy.
Who are Thomas Xavier's colleagues?
Thomas Xavier's colleagues are Nerea Alocén Álvarez, Deayan Parra, Matias Colombo, Angel Fashoto, Vallejos Garro Ana Maria, Alanna Fowler, Rosalie Campano.
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Thomas Xavier
Telangana, India -
Thomas Xavier
Chennai1marketshare.com1 +190350XXXXX
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