Management Manager

Current location: Boston,MA.

Open for relocation all over the US. Available only for c2c positions.

Career Objective

By acquiring intense experience in Business operations services, Service Delivery, ITIL Based Services and Project Management with high customer focus across all levels. I ensure a dynamic, engaging approach and would like to progress further within the area of operations and infrastructure management. I offer a passionate, flexible, hardworking style, confidently providing solutions and process improvement to unlock and empower teams and processes. My ability to contribute to organization’s vision is substantiated by my experience and education to date.

Experience Summary

A Certified PRINCE2 Practitioner with 12+ years of experience in Problem Management, ITIL Based Service Delivery, Escalation Management, Client Relationship Management, Operations Management and Project Management & Transitions.

Domain expertise includes: Pharma, Telecom, Universities, Retail Food Chain and FMCG (North America and other Global Countries)

Holds extensive domain knowledge of ITIL based services, Problem Management Solutions including Problem Lifecycle Management and various types of Analysis – Reactive and Proactive

Extensive knowledge in Problem Management, Major Incident Management, Change Management, Asset and Release Management (SACM).

Extensive knowledge and experience in BMS Remedy tools (ITSM 6.1, 7.1, 7.6 and 8.1) and Peregrine and Service Now (SNOW)

Possesses strategic skills in working with large teams & multiple concurrent projects; an effective leader with strong communication, negotiation, analytical and problem solving skills

Five plus years of experience in Inbound Support, Outbound Support, Back-End Support and Sales environment

Excellent working knowledge on MS Excel and Presentation skills.

Strong abilities in transitioning new and complex solutions and services, in line with updated qualitative and quantitative information

Possesses strong Communication, People management & Team building skills along with proficiency at grasping new technical concepts quickly & utilizing the same productively

Deft in managing complete Project Management activities; expertise in spearheading numerous Projects as well as ensuring delivery of projects in compliance to the quality, time and cost parameters.

Several years of specialty in Tech Support for ISP related issues, Hardware, Connectivity, Online Access and Email Support issues. Have been involved in many full life cycle issue resolution works for the processes

Experience in Manual reporting, Order controls systems and Attrition Management process

I have proven ability to manage large and diverse teams with strong focus on developing and nurturing talents. Also been a part of various Process Improvement projects in different roles delivering requisite changes at various levels within the organization.

Technical Skills

Expert in MS-Office (Word/Excel/PowerPoint)

Systems: Windows XP, Windows 7 (Clients)

Databases: FoxPro; Oracle 8i; MS-Access; Lotus Notes

Certifications

ITIL V3 Foundation (AXELOS)

ITIL Intermediate - Service Operations (AXELOS)

ITIL Intermediate – Service Transition (AXELOS)

ITIL Intermediate – Continual Service Improvement (CSI) (AXELOS)

PRINCE 2 – Foundation – (AXELOS)

PRINCE 2 – Practitioner – (AXELOS)

Work Experience

Unisys Global

ITIL Consultant (Problem/Change/Incident Manager/SACM/Project Management/Transition)

Oct ‘10 to till date

Clients: AbbVie, California State University (CSU), Vodafone Telecom (NZ), McDonalds (Aus), Foodstuff (Aus), Getty, Imation, New York City Transit (NYCT)

Problem Management:

The Goal is to minimize both the number and severity of incidents and potential problems to the business/es and the Aim is to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Key Responsibilities as a Problem Manager and Incident Manager:

Client Relationship Management

Proficiently own the Steady State Problem Management process by managing the entire Problem piece.

Discussing the different supports provided by the team.

Coordinate with multi-vendor teams spread across different time zones and continents as well as the PMO’s and the Accounts team.

Organize customer workshops to do periodic knowledge reviews and assured that any resulting changes are worked upon.

Ensuring the Key Performance Indicators (KPI) and Service Level Agreements (SLA) are categorized and implemented as per requirements.

Weekly and Monthly Trend Analysis review calls are conducted.

Daily Root Cause Analysis (RCA) are worked upon and discussed with Clients (as appropriate). ( For all Critical and High Incidents Problem Tickets)

Observations and Recommendations are discussed as per Priorities of Incidents and Requests.

Operational Engagement

Reactive Problem Management and Proactive Problem Management are performed.

RCA discussions are being conducted with various teams and they are: Support Functions, technical teams, PMO and Accounts team (wherever required).

Expertly consolidate data, root cause of the issue, create a Problem Case, get enough solutions and update the KEDB (Known error database), coordinate knowledge changes and close the Ticket.

Extensive working experience in BMC Remedy tools (ITSM 7.1, 7.6 & 8.1), Peregrine and Service Now tools.

Efficiently coordinate with all Delivery Towers (PMO included) and assure integration and collaboration between each other.

Identify opportunities for improving the technology used and Identify and improve operational alignment between various processes

Project Management

Spearhead project planning activities including Project Plans, Stage Plans, Scope, Timelines and Risks etc.

Oversee and involve in performing activities like requirement gathering, design discussion, design review and other technical problem solving functions.

Carry out various functions related to process implementation & improvement, client relationship management, technical support and liaison & co-ordination with different departments.

Efficiently manage the project stage related activities including updates, reports, UAT’s, quality reviews and feedback mechanism.

Ensure that the project deliverables are as per time, quality and budget.

Co-ordinate between the transition team and the Problem Coordinators with steady state and different methods of work to be worked upon on a weekly and monthly basis.

Achievements:

Transitioned a Client Process from Auckland & Wellington, New Zealand to India. (Onsite Project – 2 Months).

This includes complete Incident Management, Problem Management and Infra Management processes.

Transitioned a Global Client process (a Pharma company) from North America to India, Bangalore location. (Offsite Project)

This included Incident, Change, Problem and SACM for the Bangalore location. SEO support Analysis methods.

End to End and B2B Clientele.

Project Plan, Stage plan, Scope of support, SLA and OLA metrics, Timelines.

Was responsible for transitioning of ITSM7.1 from Peregrine – Service Center for an account with 1800 users.

Completed ISO (International Organization of Standardization) 9001/20000/27000 for Globalclientswith 0% deviations and 100% Compliance.

Completed SSAE (External Audit) for APAC clientswith 0% deviations and 100% Compliance.

Won an Award for the Best Proactive Trend Analysis report for a Global Client for Quarter 4 (2014)

(This includes deep insights in Incident Analysis, Event Analysis and Request Analysis with best Observation and Recommendations. This also involved Incident Reduction by 21% for the last Quarter of the year 2014)

IBM Daksh, Pune and Bangalore - India

Assistant Manager - Operations (Incident Management)

March ’07 – May ‘09

Clients: Orange Telecom, Dun & Bradstreet (D&B)

Managed largeteamswithIncident management related work, Service Desk, BPO and ITES professionals.

Performance management.

Training and development.

Extensive People Management and Retention management.

Client Management includes Process Updates, Process improvement and discuss development areas in the process

Manage cost and billing for the process. ( FTE Management )

Involved in complete resource planning and staffing

Other Activities:

Handled the role of a Shift Manager, wherein I had to manage 100 FTE's in 3 different LOB's. Was responsible for their Attendance, Service Level and Schedule Adherence in the shift.

Achievements:

Maintained the lowest attrition and absenteeism from April ‘07– October ‘07 with 1.2% YTD.

Infosys BPO, Bangalore - India

Team Leader – Operations (Incident Management)

February ’06 – March ’07

Clients: British Telecom - UK

The main job of the agents was New Order entry, Billing and processing. Played the role of an Incident management.The Challenging part of this type of work was the agents had to process orders from multiple queues and the data had to be captured manually. There were no automated systems involved. From login to logout, all had to be captured manually.

Managed a team of 27 members for British Telecom system processes

Generate and document reports on the performance of the team periodically

Enhance productivity of advisors through continuous monitoring and support achieving their targets

Facilitated appraisal workshops for the team

Responsible for process trainings for the team

Responsible for retaining talent in the team

Responsible for forecasting and staffing for the process

Was responsible for Attrition Management for British Telecom ( BT)

Achievements:

Maintained the lowest Attrition for the entire tenure in the organization

Won the Best Team Award for Performance in CSAT with a score of 4.92 for 2 Quarters.

Transitioned a small base client (8 FTE) for a backend process of British Telecom Client (UK).

Cli3L e-Services – ITC InfoTech Ltd, Bangalore– India

ClientLogic

Team Leader - Operations

December ’02 – January ‘06

Clients: Orange telecom, AOL, EarthLink and PeopleSoft,

Managed a team of 17 Technical Executives

Provided end to end technical support for ISPs - AOL & EarthLink

Responsible for sales of ISP products

Reporting and evaluating team performance

Conducted performance appraisals for the team

Interacting with Clients for process updates on the products/services

To control & improve Service Levels and Schedule Adherence for the process through Real Time monitoring for more than 100 agents

Schedule frequent training sessions for the team members on product updates to improve team performance leading customer satisfaction

Achievements:

Won the Best Team award for the highest sales made in the month of May ’05 and June ’05

Won the Best Performance award for Team Broadband sales for the year 2003. (3225 sales)

Have won the “Top Performer award” of the months(3)and the week for the AOL campaign in the year 2002

Have received several customer appreciations for the Customer friendly and Technical Help & Support given to the customers

BPL Mobile Services Pvt. Ltd, Mumbai - India

Marketing & Sales Executive

January ‘97 - January ‘98

Presentations to customers on BPL Mobile products & services

Marketing and selling mobile handsets to the clients

Professional Qualification

Completed Bachelors in Commerce (B.Com) from Mumbai University in the year 2000.

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