Vipin Thomas Email and Phone Number

• Deliver the range of activities necessary to seamlessly integrate and operate one of the world’s largest IT estates. The scope covers service management activities, Hybrid on-premise and Cloud operational landscapes with many integration points; and the integration of the interdependent services of diverse internal and external service providers into end-to-end services which deliver value to Shell.• Typically:•Owner of IT Application Services contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld.• Acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organisation. Provides advanced level of input concerning assigned scope of work. Is required to quickly debug and resolve critical issues.• Management of Supplier Monthly billing and invoices, ensuring timely payout. Validate invoice accuracy, application portfolio data and pricing mechanismDriving Automation Initiative and Continuous Improvement with partner suppliers to gain efficiency and cost optimization.

 End to end accountable for the operations of the landscapes and the delivery of the day-to-day E2E application services according to the agreed Service Levels and/or Operate Level Agreements Ensure that end to end performance is monitored for Incident & Problem Resolution and other Operational activities, Period end closure activities and delivered & maintained to high level of quality, standards, supportability and operability as defined within negotiated and agreed BSLA Ensure Change Tickets are reviewed appropriately and approved, ensuring no critical issues in production Manage Stakeholders and Communication. Stakeholders include End users, Super Users, Process Experts, Delivery Teams, Ensure regulatory and compliance controls are embedded in landscape operations and assist with evidence collection Assists with supportability and transition activities of enhancements and project solutions Analyzing and understanding business functional and non-functional requirements for supportability impact, as well as assessing implications of landscape changes and reviewing for enhancement and continuous improvement opportunities Build knowledge of relevant information risks and regulatory requirements Management of Multiple Suppliers and vendors to ensure stable operations Active demonstration of initiating and driving continuous improvements to improve Operational Excellence, especially cost effectiveness, and bringing business added value.

Customer Responsible for operational excellence and maintain high Total Customer satisfaction level Periodical review with internal/external customer on operational issues To drive service improvement plan and periodical service review with the AccountOperational Excellence Overall ownership of meeting and exceeding Service level agreement, and other contractual commitments Customer contractual requirements compliance Internal escalation management Internal and external operational reviews Responsible for Operations forecasting and planning, resource risk management, capacity planningFinance Responsible for maintaining cost of delivery targets Achieve higher KPI through continues improvement and automation Ensure Cost optimization and savings targets are met

Offshore Delivery team setup, Resourcing, capability buildingSPOC between the delivery team and the customer and account team. Responsible for achieving the delivery Metrics and its reportingITSM Process implementation, quality control, process improvements.Ensure a proper BCP is in place which is tested and recorded.Internal training, service improvements, technical escalation managementDeliver training and enable delivery team with new technologiesParticipate in internal and external quality initiatives for the account.Act on Customer satisfaction survey results to correct any shortcomings. Responsible to setup Customer Service review in a regular interval.

Providing Level 2 Desktop and Mobility Support to a leading UK based client.Support Desktop and Application issuesActivation of Blackberry’s from the BES servers and troubleshoots on Blackberry related issue.Level 2 Support for Mobile Iron and GOOD for Enterprise MDM’s.Creation of New User Accounts, Distribution List and Functional mailboxes on AD.Addition of users to Distribution List and Functional mailboxesAccount extensions, re-activation and disabling of accounts.Troubleshoot on all issues related to Microsoft Outlook client.