Project Manager Management

Mohan Arunagiri

+91-991*******~ : *******.******@*****.***

Objective

To excel in the field of Account management, Project Management and Service Delivery and handling team that

would build up my skills and provide me with ample scope for growth and contribute to the organization’s goals by

effectively using the conceptual knowledge gained through technical skills.

Experience Summary:

Over the past 14 years I have worked on various areas of ITES & IT industry ranging from

System Administration, Process definition and implementation based on ITIL, Project Management, Account

Management and Service Delivery, IT Governance tools.

Experienced in defining and supporting Incident, Problem, configuration and change management processes

based on ITIL framework.

Actively manage and monitor resolution of Incidents via the Service Desk.

Review process performance and recommend for improvements

Organizational details

Since 25th April 2011 to 15th Jun, 2012 worked in IBM India Pvt Ltd, Bangaluru

Worked as Service Delivery Manager. Key Roles and Responsibilities are:

Acting as the Client's advocate into Service Delivery. Understanding the Client's requirements, business

opportunities, and delivery impacts. Well aware of the Client's support team structure, contacts, and processes.

Established a relationship with the Client.

Acting as a communication focal point between the DPE(Delivery Project Executive)/Client and Service Delivery

For the information exchange, service inquiry, and service coordination.

Ensured of all environmental monitoring, ensured it is operating correctly, and addressed monitoring failures, where

applicable. Brought forward recommendations for additional monitoring to improve overall environment as required.

Acting as a single point of contact for the clients during Service Delivery operational issues. Assisted client for the

operational and service delivery queries/issues.

Improving and monitoring various ITIL process like Incident, Problem, Change, Event, Configuration, Capacity

Management.

Managing daily operations and ensuring smooth delivery of the services which are in scope.

Preparing communication plan and reports and presenting them to customer.

Develop escalation Matrix.

Responsible to drive the Critical/Major issues to recover the service as earliest as possible.

Participating in RCA review calls and responsible to represent the RCA to the global DPEs to get their approvals

before communicating final RCA to the client.

Responsible to Review, Assess, Authorise the changes and present the same in weekly change review calls.

Worked with Project Manager and application team whenever there was conflict of changes.

As a part of service improvement plans, scheduled periodic reviews with customers to address any issues and

concerns.

As a part of Audit compliance and readiness ensured all the servers are compliant.

Closely working with Project managers in various stages like Initiation, Planning, Implementation, Monitoring and

Control and Closure.

Responsible to prepare weekly KPI report and share with management.

Responsible to conduct periodic account reviews with clients.

Interlocking with various service lines to address support issues and concerns.

Since Oct 2006 to March 2011 worked in Fidelity Investments as Team Lead

Meeting management performance standards,

Team supervision and performance management

Managed a team size of 40 numbers

Tracking Incident, Problem & Change Management tickets

Actioning more complex operational issues

Staffing & Scheduling

Monitoring and advising on operational issues

Implementing management policies and directives

Reporting

Interview (hiring process)

Participation in service improvement program

Managed Bangalore BCP team

Managed Quality Team (India)

Achievements & Awards:

On the Spot Award for Quality Work

Six Sigma Certificate for SIP (Service Improvement Program)

US onsite visit (Operations Training)

BCP (Business Continuity Plan) Test Successfully Implemented for our Project (Yearly Once)

Since Dec 2003 to Aug 2006 worked in Hewlett Packard, as Technical Support Engineer

Managing level 1 & Level 2 incidents

Training & mentoring of new hires

Driven Various teams of 15 25 agents towards process excellence

Ensuring adherence towards call procedures, certified tool & SLA’s

Coordination with the team lead for meeting individual & team targets

Mentoring quality & compliance on the process

.

Developed detailed training material & kept it current to client release

Conducted classroom training & 1:1 coaching as needed to train agents

Trained & motivated agents towards accomplishment of higher targets

Performance of other duties as requested

Achievements & Awards:

Awarded for Best Technician (Desktop – CSAT)

Awarded for Best Agent (Revenue Generation)

Organizational Details

Since May 2002 to Dec 2003 as Customer Care Executive at HTMT Ltd. Bengaluru.

Resolving Customer queries of esteemed customers on long distance query

Mentoring technicians.

Handling complicated/tough escalations (Irate customers).

Provide Customer expertise to technicians on floor.

Achievements & Awards:

Awarded for Best Technician (CSAT)

Awarded for Best Agent

Jan 2001 to April 2002 as System Administrator at NIIT LTD, Mathikere Branch, supporting 100 Desktops, NT servers and

network

Installation & configuration of desktop operating system’s such as 98, 2000 & XP.

Maintenance of Computer System’s & Troubleshooting

Checking for virus in all the systems on the network & ensure that all systems are updated in alternative days with

latest virus definitions.

Maintenance of Hardware and Software inventories.

Assisting students in lab for their project related work.

Includes imparting assistance in networking, system administration and technical concepts for the networking

System and Networking Support included the responsibilities.

To ease the administrator's job and also to improve network performance, DHCP, WINS and DNS Services were

installed on NT Server to take care of node addressing and network name resolutions

Implemented the concept of Terminal Server at NIIT Mathikere, where all the users will be log on to it using a

software’s like JAVA, MS Office, VB and MS SQL. The entire users log on to the server can use the software's on

it the network was optimized for faster access. Trust relationship was developed between the Windows NT

domain and the Windows NT Terminal Server (domain) in such a way that the users can log on interactively to

both the domains

Responsible for sending daily and weekly reports to management.

Professional Qualifications

ITIL Foundation V3 (Jan 2009)

Diploma at NIIT (DNIIT) NIIT Computer Education ~~ (1998 to 2000)

Completed Mandatory Project Management Program (PMP) 30 HRs training program.

Academic Credentials Qualifications

B.Com – Jammu University – 1996 97

Senior Secondary – Kendriya Vidyalaya, Jammu 1994

Higher Secondary – Kendriya Vidyalaya ~ 1992

Trainings

Successfully attended various training programs on;

Soft Skills like: Business Communication, Email and Chat Ethics.

Management Training like : Emerging Leadership Program (ELP), Customer Leadership interface

program (CLIP), Service Delivery Excellence program, Negotiation Skills, Escalation Management.

Technical Training – Windows Clustering and Administration

Major Strengths:

Team management skills, making and meeting commitments, Ability to work under stress, Confident and Quick

Learner.

Personal Details :

Date of Birth : 6th June 1973

Address : #242, Sreenidhi Layout, 8th C Main Road, Vidyaranyapura, Bangaluru – 560 097.

Father’s Name : Sri. Arunagiri.S

Mother’s Name : Smt. Thangam

Languages Known: English, Hindi, Kannada, Tamil, Malayalam

Marital Status : Married

Hobbies : Playing Cricket, Listening to Music & Adventurous Sports.

I hereby declare that the above mentioned information is true to best of my knowledge.

Place: Bengaluru

[Mohan Arunagiri]

Date:

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