Senior Manager, Service Delivery

INDRA BABOOLAL

* ****** *****, ******** *******, L6P 0Z2 (RES) 905-***-**** / 416-***-**** (mobile)

E-Mail:*************@******.***

PROFESSIONAL PROFILE

Highly technical, analytical and business-savvy professional with a pioneering career reflecting strong leadership and management qualifications coupled with hands expertise in Service Delivery. Ability to liaison across functional teams to facilitate business & technology to ensure company goals and vision is materialized. Maintain focus on achieving bottom line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. Superior records of delivering large-scale, mission critical projects on time and under budget. A Team player management style, excellent communication and interpersonal skills. Experienced manager in mentoring, hiring, developing direct reports to provide professional growth and improved productivity.

Service Delivery, Continuous Improvement, Implementation Management, Performance Management

PROFESSIONAL EXPERIENCE:

GIESECKE & DEVRIENT Manufacturer of Credit Cards, Government Solution, Mobile Payments and Security

SENIOR IT MANAGER, PRODUCTION SUPPORT January 2012 – APRIL 2016

Oversee all IT functions for six teams total of 30 direct reports, Quality Assurance, Production Support/Incident Management, Change/Release Management, Implementation, Bills of Material and Business Continuity/Disaster Recovery.

Notable Accomplishments:

Production Support: This team mandate was to reduce IT related incidents and increase client delivery this was accomplished with great success. Reduced SLA misses by 54% with cost saving of an average of 1.8 Million between September 2012 – 2015 and increased client service delivery by 50%.

Quality Assurance: Improved quality by 46% over previous year and 53% client satisfaction. Implemented rigorous development and testing processes decreasing software defects by 60%.

Change/Release Management: Increased client acceptance approvals with a volume average of 89% of productions monthly changes. Reduced Visa/Master Card audits between 2013 -2015 by 27%.

Implementation: Reduced post implementation incidents by 86% thus increased projects delivery by 66%.

Bills of Material: Monitored clients credit card databases for expired chips preventing the release of client expired chips into the market place with a prevention success rate by 99.9%.

Business Continuity: Disaster recovery and Business Continuity testing. Accomplished in 2014 Visa, Master Card customer satisfaction rating of 98.9 %.

PRESIDENT’S CHOICE FINANCIALS, Toronto, ON October 2010 – December 2012

SENIOR MANAGER, PRODUCTION SUPPORT/INCIDENT MANAGEMENT & SOLUTION DELIVERY

Developed and drafted SLA’s contracts with vendors for Incident Management. Monitoring 49 vendors 24/7, acted as a primary contact point of escalation for all vendor’s service delivery and operational incidents.

Managed front line Support specialists, tracked, and reported on vendors service level agreements (SLA). Champion and hosted monthly business reviews with vendors to review KPI’s and compliances.

Developed processes to ensure free flowing escalation and information within the organization.

Train, coach and mentor the Production Support team members including career development.

Provide data/reporting of KPI’s and trends to Leadership and vendors monthly business reviews.

Work to make Service Delivery the single source of truth and service delivery for implementation and functional and technical consulting work.

Managed day to day operations, projects, application support and devices, laptops, desktops and mobile. Acted as Project Manager, managing the transition/move of PCF data center. Supported projects from implementation to production, created modification to Service Desk work flow ensuring teams are aligned with project launch.

Liaison with the business partners to ensure service delivery meets the business requirements to align for future changes to achieve improvements.

HRG NORTH AMERICA, IT MANAGER SERVICE DELIVERY NA August 2006 – OCTOBER 2010

Acted as the single point of ownership for the delivery of the North American IT 24x7 Service Desk which includes the following: Service Desk Support Tier ll & lll teams of 21 and 11 offshore throughout Canada and the US, supported eleven (11) contact center locations and various client on-sites, over 350 virtual offices, and over 1600 office employees. Managed and collaborated with HRG business partners to manage application lifecycle to ensure client product design, transition and operation phases are aligned with their business requirements.

Championed the on-boarding of projects from launched to implementation ensuring a smooth handover to the business management teams. Managed the development of 31 IT Support staff both in US and Canada, Identify their level capabilities and provide the appropriate formal training solutions, also crossed trained teams to ensure knowledge transfer. Mentor and coached teams to be productive while reducing operational cost, and budget.

Managed operational KPIs and Service Levels ensuring set objective are achieved.

Acted as first point of escalation for incident resolution ensuring high impact severity incidents were resolved on time as per SLA’s . Prepared non-conformance on post incident root cause analysis, resolution, and scheduled fixes for permanent production fixes.

Established, managed and leverage relationships in order to facilitate emergency maintenance and changes that require client testing, provided clients with communication of the scheduled changes.

Developed strong working relationships with IT Technical teams while collaborated with other business units to foster confidence and build users satisfaction.

Accountable for the management of resource capacity planning, workload allocation, scheduling 24/7 coverage. Developed a workflow framework to publish operational reporting and IT group communication for business continuity effectively mitigating operational risk.

Developed and implemented processes to improve users experience and end-to end operational service level referencing ITIL foundation.

Accountable for the governance of clients new projects initiatives while managing their expectations improved customer experience and creating confidence by the delivery of high quality of service on time and within budget.

Notable Accomplishments:

Incident management measuring performance with governance of both Incident and resolution for cost, scope, scheduling support team 24/7 with a tracking rate of 89.9%

Implemented technical innovative enhancements in conjunction with outsourced partners that improved reliability, availability, manageability and performance of the environment, with an improvement rate of 47%.

Developed mapped processes and procedures for the Service Desk to ensure that customer-facing deliverables are met with conformance to business SLA’s where incidents are solution within the set SLA’s achieved a weekly average of 98%

Acted as the senior technical escalation level for all infrastructure support which includes service outages, security, end-user, data integrity and disaster situations. Performed root cause analysis, and presented customers with non-conformance reports with a strategy for corrective action and immediate improvements.

Liaison between contact centers, with regards to call handle time, resolution of customer’s conflicts, customer interaction providing resolution with a satisfaction rating of 96% against our OLA’s.

PLAYTEX LIMITED, IT MANAGER February 1999 - August 2006

Manufacturer of consumer products.

As Playtex IT Manager I was accountable for Enterprise wide IT Infrastructure for two locations Ottawa the manufacturing site and Mississauga the Head Office and Distribution Centre. Acted as Project Manager for the upgrading and replacing obsolete technology. The build, design and implementation of a new data center while decommissioning the old center. Under the IT Management Indra was accountable for was the following: Hiring, training, and developing technical team of 20. The success of the following teams: Q A Team, Engineering, Application/Program Development Team and Help Desk, Production Support (Incident Management). Manage a $2 million capital budget and $1.2 million operating budget.

VAS-CATH INC. MANAGER, SERVICES DELIVERY 1995 – 1999

Medical Device Manufacturer.

Co-MARK CORPORATION LTD. BUSINESS DEVELOPMENT MANAGER 1988 - 1993

Distributer of Medical Devices.

FORMAL EDUCATION/CERTIFICATION/TRAINING

CSM Certification Scrum Organization January 2016

MBA Essentials. Rotman School of Management University of Toronto. December 2012

ITIL Foundation Version 3. 2007 University of the West Indies MBA 1980

St Thomas Aquinas School of Business. Management of Business Administration. 1978.

Other Training: Project Management Vendor Management (PMBOK) Six Sigma Training

Risk Management Business Continuity BCP Certificate in Avaya PBX/MPLS administration.

Key Technical Skills:

Call Centre: Lean Six Sigma (Call Centre), VoIP, ICE Contact Centre, Agent Desktop 6, Avaya, Nortel,

Networking/ MPLS. Infrastructure: EDI Management, monitoring file transfers, Enterprise SaaS., SAP, CRM, Supply Chain, ERP Great Plains, VPN Cisco, Visio, Rumba, Windows 7/Server 2003/Server 2008/Server 2012/MS SQL, Citrix remote desktop, VMware Cloud, Solaris PCI Compliance, AIX Virtual Machine 5.2

Service Desk: Remedy, IBM Maximo, Service Center. Salesforce CRM,

Soft Skills: Microsoft Office, Word, Excel, Power Point, Visio, MS Project, Jira, Zephyr. SDLC (agile, iterative, waterfall, SDLC).

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