Ujjwal Jha Email & Phone Number

Pune, Maharashtra, India

• Business Outcomes Monitoring: Ensures any documented service commitments are monitored, and appropriate mitigation steps taken to restore or maintain service commitments. • Relentless Focus on Automation and Self-Service: Relentless elimination of manual activities where possible and economically viable. Provides visibility to executive group regarding areas of risk. • Service Event Management: Provides oversight to platform service events, with objective to restore service quickly and drive to root cause remediation. Removed friction points during service events for touchpoints with internal and external stakeholders. • Collaborates with internal teams on: SLA Management/Dashboard reporting; Customer Communications about service events;Customer Temperature communication; Priority Ratings and Production Incident Review (PIR)s. • Provides informed decisions under pressure to decide the right level of internal and external communication to service our customers and stakeholders. • Implemented operational playbook and escalation procedures to effectively handle major incidents. • Recruited, hired, mentored and trained 100+ staff

Pune, Maharashtra, India

• Successfully implemented the SRE (Site reliability Engineer) model for the business operations team • Acted as the interface between development/QA and business operations to identify root cause analysis and follow an effective problem management process to prevent future incidents. • Driven process and run book documentation to minimize MTTM (mean time to mitigate) on customer‐impacting incidents. • Involved in the hiring process to hire people with the right skills and mindset • Cultivate a culture of feedback to ensure that teams and individuals are collaborative, purposeful, and high performing • Saved 50K USD by automating/revisiting manual tasks performed by the L1 vendor team

Pune, Maharashtra, India

• Optimised operational processes using analytics tools to address client-specific metrics. • Worked closely with organisational leadership to guide operational strategy. • Proven ability to maintain and deliver on service improvement expectations and agreement • Demonstrated success defining Key Performance Indicators and leveraging metrics to maintain continuous process improvement initiatives • Developed and implemented policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolution • Oversaw operations and provided corrective feedback to achieve daily and long-term goals. • Ensured Voice of Customer is prioritised • Evaluated Global Contact Center performance to identify operational inefficiencies and implemented process improvement initiatives • Performed financial planning, forecasting, resource and capacity planning for team • Formally supervised and coached a large group and/or teams and ensured compliance to goal setting and performance appraisal process

Pune, Maharashtra, India

• Ensured service meets the predefined Operational Readiness Criteria when any new products or product enhancements have the appropriate operational support structure. Elevated any unresolved risk concerns to executive group and program stakeholders. • Ensured that the governance mechanism and supporting structure such as processes and support model are well planned, implemented, tested and enabled. • Optimize and Protect Platform Health: Aligned product and customer focused priorities with operational needs to protect the existing platform and customer experience. • Supervised a team responsible for Production Readiness, Managing CI Librarian Task, Threat Management, Capacity Management, Certificate Management • Led the initiative to successfully identify toils in the team and process and eliminate them by means of automation • Maximized performance by monitoring daily activities and mentoring team members. • Onboarded new employees with training and new hire documentation. • Cross-trained existing employees to maximize team agility and performance.

Pune, India

• Implemented process improvement to optimize procedures for higher efficiency and helped team evolve • Investigated system issues and implemented resolutions to reduce downtime. • Supervised architecture, design and implementation of company-wide platforms and applications. • Perform IT service management functions for the suite of applications, following the ITIL framework - Incident Management, Problem Management, Change Management, Major Incident Management, Capacity Management, Continuity Management and Projects. • Contributed to the performance, development and engagement of my team • Led the root cause identification, preventive measures and tracking closure implementation • Provided input and contribute in Production Management related audits. • Collected, analyzed and produced metrics on process data for KPIs to find out improvements. • Drove knowledge management across the supported applications and ensure full risk and control compliance • Work with Release Management and Transition Management on application configurations changes

Bangalore

• Managing Applications/Production support issues offshore • Responsible for completing the assigned tasks on time meeting the deadline • Preparing and customizing various scripts on Shell Scripting to automate some daily routine tasks. • Ensured that we are compliant to various SLAs as agreed with the Client. • Customer Management • Service Management • Centralize Mail Box Management • Disk space Monitoring • Alert Monitoring

Mysore, Karnataka, India

• Reviewing resolved Incidents and identifying potential Problems from the information in the Incident Records. Associating Incidents with existing Problem.• Ensuring Problems are dealt as per SLA.• Preparation of critical reports, charts and maintaining the database of all the user related activities.• Resolving the conflict issues occurred during the code deployment programs between stakeholders.• Preparing the project transformation plans and analyzing it to measure the Critical success factors.• Preparing Daily, Weekly, Monthly service reports for all the Banking critical incidents.• Dealing with Change and Release Management in case of any Hotfix / Workaround procedure and ensure that the deployment is success in the Production at the first go.• Chairing client review meeting with offshore delivery managers to discuss business improvement procedures & SLA and ensuring that the same is followed strictly within the workgroup.

Bachelor Of Engineering - Be, Printing Technology, First Class

Activities and Societies: Chess Tournament, Volunteered in Cultural Events, Organized multiple cultural eventsHad won inter branch chess.

Intermediate Of Science, Physics, Chemistry And Mathematics, Rank Holder In The College

Delivered a lecture