Thomas Xavier Email & Phone Number

Kochi, Kerala, India

Responsible 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.

Kochi, India

• As 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.
• 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.

• As 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.
• 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.

• As 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.
• 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.

• I 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.
• 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.

• As 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.
• 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.
• 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.

Jeddah, Middle East

Information Technology Administrator managing the technology needs of EY's Jeddah office in Saudi Arabia

Executive Post Graduate Program (Mba)

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering

Executive Post Graduate Certificate In Operations Management, Operations Management

Education record