Vikram.V. Kumar Email & Phone Number

Milwaukee, Wisconsin, United States

Global Service Delivery Head - Infrastructure services.

Bengaluru Area, India

• Create strategy and offerings to maximize the revenue for TCS’ Service desk service line• Establishing Standards & Best practices of Operating Service Desk.• Escalation Management & Mentor team(s) on Service Transition, Due Diligence, Service Readiness, FTE sizing for projects, Service Improvement guidelines.• Lead a team of Practice Consultants and Solution Architects.• Conduct reviews for Project teams including on-going transition across geographies.• Work with TCS Global delivery centers in developing their capabilities and competencies in Service desk services. • Design & execute SIPs for Projects• Extensive Client engagement and presentations of Service Desk capabilities, Solutions designing, due diligence and portfolio analysis activities for existing and prospective customers• End to end bid management process - RFI/RFP/RFQ response creation, Solution walkthrough presentations, establishing business case for the customers, SOW for the deal, and contract sign off• Work closely with the Global sales teams across geographies to respond with solutions for prospective clients requiring Service Desk services, defining business operations model etc.• Participate in RFPs & Sales presentations.• Lead a team of solution architects – assess solution content and quality, drive the team for excellence, innovation and practice vision

Bengaluru Area, India

Responsible for continuous improvement and co-ordination of Customer Experience for Dell's commercial technical support service in Europe, Middle East & Africa

• Manager of Front Line Technicians and First-Level Supervisors supporting Dell Commercial Desktops, Laptops, Workstations, Monitors, PDA & Projectors.• Manage teams including performance management and coaching.• Lead technical support teams that provide post-sales technical support of hardware, systems, subsystems, software and applications utilizing telephone and remote diagnostic capabilities. • Resolve and direct technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.• Responsible for achieving target customer satisfaction levels within the technical support organization.• Develop plans and objectives and participates in cross-functional projects to improve operational performance for the organization• Work with management to develop and implement strategic plans, initiatives, and direction.• Work with customers and internal teams to resolve issues.• Responsible for personal and professional development of subordinates. Develop individual goals and objectives for direct reports.• Monitor and assist management in the implementation of key initiatives that improve business processes and customer service delivery.• Supervise the coordination of activities of a section with responsibility for results in terms of costs, methods, and employees• Handle routine projects.• Act independently with some latitude for decision-making.

B.E, Chemical Engineering

Education record