Vidya Rao Email and Phone Number

Managed teams /accounts for for the end to end operations of the service desk and ensure customer service excellenceLed a team who Provide technical, 1st line support to end-users and resolve complex technical issuesDeveloped and implemented IT policies and procedures to ensure compliance with ITIL practicesCollaborate with other external and internal IT teams to improve overall IT service deliveryDevelop and implement IT policies and procedures to ensure compliance with ITIL practicesCollaborated with other external and internal IT teams , vendors, business teams to improve overall IT service deliveryManaged MIM teams and created SIP's for Proactive resolution of incidents

HCL, Frisco, TXJune 2018- Till DateGroup Operations Manager (Client : Food and Beverages client)• Primary Contact Led multiple teams and vendors to successfully remediate 500 PepsiCo/FLNA sites• Leading Network, Telepresence, Data/Voice Circuits and compute Delivery Team for Client• Responsible for managing and coordinating integrated delivery teams for the account and client • Delivery of Service requests including LAN/WAN remediations, Data Circuits upgrade, New Circuit installation, Voice and Video Conference installations• Teams reporting collaborate with multiple Vendors and Stakeholders to get the services delivered on time• Successful Multiple implementations per week across US and Canada • Analyzing and Reporting of data for different sectors• Service Improvement plan and implementation quarterly• SIAM Operate and Governance roll out • ITSM, SIAM Solution design & implementation• ITSM and business process integration and automation• Expertise working on ITSM tools like ServiceNow, BMC Remedy and HPSM.• Change Management Planning and Implementations

Achievements: Managed a Program of $2M slated to improve operational efficiency, with 45% reduction in monitoring and customer incidents through proactive CSI-Continual Service Improvement, achieving ~$400k annual savings, inturn helped us in winning additional business End to end responsibility of successful launching, directing and managing large scale programs with planning, scheduling, organizing, tracking processes and ensuring the feasibility of each project across Global functions as a Global Operations Manager• Leading and mentoring high performing Global teams of 200 people under tough deadlines, to meet expectations of multiple customers. • Bridged the gap between customer expectations and engineering decisions by communicating effectively with both• Responsible and accountable for realization of benefits provided by the program• Effectively partnered with teams to meet and surpass service level agreements• Managed Stakeholders communication charter to senior leadership at Clients (and internal HPE) on the progress of the project and project dependencies.• Reports analyzed to track the top issues in each of the technologies and implement continuous service improvement plans, CIP, SIP's were created to provide proactive support using ServiceNow• Developed Global and Regional IT Strategic plans on Service level Management- SLM inclusive of global initiatives and the strategic plans using service now• Prepared and Presented IT Service Management dashboards, and communicated to ensure a proper view for upper management • Managed Vendors and negotiated contracts to suit the SLA’s to be achieved by HP• Identified areas of services which can be outsourced, convinced the client to change the contract to deliver from low cost centre.• Facilitated complex cross Functional virtual and linked teams in multiple organizations

Led multiple accounts being a Single point of Contact for the Client, Account team and Delivery team to deliver expectations in Service Delivery Scope. Championed need for the standard Shared delivery solution for the reduction of total cost of ownership by 20%.• Developed Global and Regional IT Strategic plan inclusive of global initiatives and the strategic plans• Transformed team to be highly successful, winning Strive for Excellence Award for 3 continuous years• End to end Service Level Management including incident management(IM), change management(CM), problem management(PM), risk management (RM), ITAM (IT asset management)• SIX-Sigma used to proactively address the issues in the delivery• Negotiated and implemented 32 Service Level Agreements for existing customers through the creation of standardized templates, resulting in 100% compliance for US-based applications.• Reduced support costs by developing new workflows and support processes.• Facilitated Mandatory documentation of lessons learned and new solutions in the form of knowledge base was implemented to be followed at Enterprise level• Continuous Service Improvement Plans – CSI implemented on a daily basis to show improvements in delivery and proactively propose changes to upgrade or suggest solutions for improvements• Designed and implemented the outsourcing strategy • Proactively analyzed the Hosting environment, identified the requirement of Automation, Implemented Continual Service Improvement Plans to achieve Cost Savings• Identified areas of services which can be outsourced, convinced the client to change the contract to deliver from low-cost center.

All ITIL processes followed, implemented and documented