"Innovating Excellence: Driving Operational Efficiency and Service Transformation"With over 16 years of comprehensive experience in IT and BPO industries, I am a results-driven professional specializing in Operations Management, Service Delivery Management, IT Service Management (ITSM), Incident & Problem Management, and Process Optimization. My expertise lies in creating strategic solutions that not only streamline operations but also deliver measurable business outcomes.💡 Where I Add Value:💎 Operational Excellence: Proven ability to reduce costs, enhance productivity, and achieve up to 99.76% customer satisfaction by optimizing workflows and implementing SOPs.💎 Leadership & Team Development: Built and managed cross-functional teams of 80+ professionals, fostering growth, collaboration, and zero attrition through innovative engagement strategies.💎 Service Delivery Innovation: ITIL-certified and AI-driven, leveraging Prompt Engineering and AI Tools to improve service quality, mitigate risks, and exceed SLA metrics.💎 Client-Centric Solutions: Expertise in stakeholder collaboration, service improvements, and problem analysis to deliver long-term value and elevate client satisfaction.🏆 Key Achievements:🎖 NTT DATA: - Awarded for Outstanding Dedication & Exemplary Contribution in Project Management & Continuous Service Improvements in Sep 2023🎖 ACCENTURE: - Awarded Wall of Fame – Rockstar People Lead in Aug 2022 for exemplary performance & ensuring zero attritions in the project by implementing Leadership Essentials “Care Deeply For All Our People”🎖 ACCENTURE: - Achieved Core Value Champion Award for Q2 & Q3, FY22 in Jun 2021🎓 Certifications:✅ Azure Fundamentals (AZ-900)✅ ITIL V4 Foundation - Utilized ITIL frameworks to streamline incident and problem management processes, improving service delivery metrics✅ Advanced Power BI - Business Intelligence using Power Bi Advanced MS PowerPoint✅ Prompt Engineering for AI - Excel/ Data Analytics and Meeting 10x Efficiency using AIPursuing TableauI am passionate about utilizing cutting-edge technologies and data-driven strategies to empower organizations, enhance customer experience, and drive sustainable growth. If you're looking for a results-driven leader to take your operations to the next level, let’s connect!📧 You can reach me at: toms.joseph2015@gmail.com | +91- 9886241966
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Consultant (Ops Mgr./ Major Incident & Problem Mgr.)Ntt Data Payment Services India Dec 2022 - Dec 2023Bengaluru, Karnataka, IndiaAchievement: Awarded for Outstanding Dedication & Exemplary Contribution in Project Management & Continuous Service Improvements in Sep`23.Highlights: - Reduced the total annual P1s by 27% from the previous vendor that helped shoot up revenue by 48% for the client and also increased the service availability from 93.38% to 97.17% Streamlined internal processes that helped in further reduction of Major incidents by 44.23% & Critical incidents by 49.14% in H2 when compared to H1 by creating a pro-active pre-checklist of 31 activities that resulted in Hatrick successful EOC months. 44.11% of recurring issues were resolved permanently through effective problem management. Increased the annual Problem Closure rate of P1s & P2s from 77% to 92% and P3s & P4s from 36% to 96% from the previous vendor with an internal closure of 94% in 12 months. Key Result Areas: Led & developed a team of 12 Incident Managers Manage & own the MIM reception/ meeting room during business hours Responsible for overall direction, chairing & leading Major Incident bridge calls, collaborate with the IMS & AMS technical teams for speedy resolutions & create a Problem record for Critical & Major incidents. Directed incident communication and escalation management, publishing Business Comms and SMS updates every 30 minutes for high-priority incidents and acting as an escalation point to resolve critical issues with detailed RCAs and mitigation plans Chairing Chaired Post-mortem and Root Cause Analysis (RCA) sessions, conducting follow-up actions, driving daily updates, and ensuring the implementation of preventative solutions to mitigate reoccurrences through Change Management. Lead Oversaw the preparation and delivery of Major Incident Reports (MIR) within 10 business days post-incident, ensuring thorough follow-ups and detailed documentation for leadership review. Continuous Service improvement analysis and planning -
It Operations Lead (Ops/ Project Mgr.)Accenture Oct 2018 - Oct 2022Bengaluru, Karnataka, IndiaAchievement: Awarded Wall of Fame – Rockstar People Lead FY`22 for ensuring zero attritions in the project by implementing Leadership Essentials “Care Deeply For All Our People”in Aug 2022 Achieved Core Value Champion Award for Q2 & Q3, FY22 in Jun 2021Highlights: - Reduced 30% of Critsits and Home Grown Critsits from a high 26% to 17% by proactive account review activity. Spearheaded resource management, training, and compliance initiatives, overseeing forecasting, strategic account allocation, and facilitating mandatory upskilling for enhanced project support. Collaborated with stakeholders and cross-functional teams on service improvements and process changes, presenting business trends, forecasts, and Problem Identification analyses for S500 accounts in regular reviews. Maintained team morale, retention, and wellness, conducting performance reviews, skip-level meetings, career progression discussions, and mental wellness sessions during COVID, ensuring consistent support and business continuity. Led & developed a team of 60+ front line Incident Managers including mentors & 3 Team Leaders focused on supporting India & UK IT business customers for Microsoft Services. Responsible for overall direction, managing operations & spearheading teams for excelling business targets & service delivery metrics and business goals Ensuring the Incident Management process is performed as designed and amended as needed Making recommendations for Service Improvement Plans and focus on increasing efficiency through change management Ensure all KPIs of the team are monitored and tracked on a weekly basis along with reporting of data-oriented analysis on performance to the senior management & ensure SLAs are always met Effectively coordinating with the Clients & Stakeholders on a daily, weekly, and monthly basis by sharing business trends, forecasts & possible solutions on Problem Identification analysis on highly reactive/ S500 accounts -
Operations ManagerSourceedge Software Technologies Sep 2016 - Sep 2018Bengaluru, Karnataka, IndiaHighlights: -● Recruited & directed an 80+ cross-functional team, including Assistant and Incident Managers for 2 locations, achieving 99.76% customer satisfaction (Quality) and on-time project delivery within budget (P&L) for Microsoft Services. Led the seamless onboarding of 8 vendor processes, established SOPs, enhanced training, and optimized stakeholder communications, driving a 500% annual revenue increase.Key Result Areas:Effectively developed SOPs for the process to enhance customer satisfaction level of up to 99.76%. Overseeing high quality standards for recruitment & selection process of consultants for different LOBs across all levels. Managing stakeholder communications across multiple lines of business on operational milestones, site performance, escalations & process change requests. Interface with IT/HR/Training/Quality teams and successfully ensured Business Continuity throughout the tenure. Constantly monitor and conduct regular performance reviews with the Team, Management & the Clients. Complete Worldwide Escalations Handling and coordinating with Delivery Teams across time zones for speedy resolution & also notifying various teams of pending cases to avoid future escalations. Ensured that all project timelines were met in accordance with client specifications and defined SLAs. Identified and successfully promoted SME`s to TL`sI have also worked at Extension Solutions, XLHealth (United Health Group), Ocwen Financials and Mphasis between 2005 and 2016.
Thomas Joseph Education Details
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XipsAdvertising And Communications
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Thomas Joseph's current role is I Empower Organizations to Optimize Operations, build Strong teams, and Enhance Service Excellence.
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Thomas Joseph
Senior Officer Hr For Driving Organizational Excellence Through Talent Management, Employee Engagement, And Hr Innovation"Ernakulam -
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Thomas Joseph
Senior Manager - People Data & Analytics | Hris | Successfactors | Technology ImplementationPune
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