D/** Yamuna Bldg, Western Sector,
V.N. Purav Marg, Anushaktinagar,
Contact No: +**-**-**-**-**-**
A competent and experienced manager, with over 12+years’ experience in managing multi-disciplinary teams of varying sizes and complex programs of work. Ability to build strong relationships with all stakeholders, successful in management roles that demand rigor, Optimum utilization of my skills to give the best out of it as well as justify my Employer’s choice while managing my responsibilities and becoming an integral part of company’s success.
CARRIER SUMMARY/AREAS OF EXPERTISE
Handling team and Training programs, update team track and resource utilization reports, Project execution guidance, handle new pilots & streamline the new assignments
Excellent relationship building, negotiation, analytical, technical skills and exposure of working in a computerized environment. Possess a flexible & detail oriented attitude
o Project development life cycle
o Scoping of project
o Requirements gathering, scoping and analysis
Experience in develop documentation and specification; User manuals, SOP, Click level Process Map, ADAPT Documentation, technical Presentations etc. can comply with established processes; can maintain strict adherence to the prescribed guidelines, processes, and procedures
Successful completion of ITIL® Foundation &PRINCE2® Foundation & Practitioner Certifications
Keen learner with ability to learn & influence others with my performance WORK EXPERIENCE:
Global Cloud Xchange a Reliance Company.
Duration: Jul2015 Till 2017 & France Deputation 2017 till date
Position: Manager (Operations)
Role: Responsible for managing complex technical operations involving multiple technologies including security, networking, WAN optimization, etc for large enterprise customers, having end to end accountability of major incidents and complete operations during the shift for Managed Services and Solutions. Accountable for the entire customer life cycle and ensure extremely proactive customer communications, manage and resolve incidents, engage Problem Management team to reduce recurring issues.
First escalation contact point for both customers and other internal and external contacts.
Involved in auditing incidents periodically, handled by all teams during the shift to ensure that the all incidents progress correctly and mentor the engineers and course correct incidents wherever required
Responsible to ensure that all teams in shift are in complete compliance to standards, processes and work instructions as applicable when handling incidents, change requests, reporting and during other activities.
Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Service Managers, Level 3 etc) to manage the customer satisfaction.
Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers.
Ensure compliance to the GCX work instructions and process to ensure service quality to customers. Handle escalations from customers and be a focal point to all service related technical queries.
Mentor the Level 2, Level 1 and Network engineers during troubleshooting of complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.
Responsible to contribute to the Known Error Data Base (KEDB) for the network related incidents.
Responsible to support the Global Problem Management team during the analysis and permanent resolution of the recurring incidents (RCR) for the network related incidents
Continuum Managed Solutions Pvt. Ltd.
Duration: Jan 2014 Till Jul 2015
Position: Service Delivery Associate (Projects)
Company Profile: Continuum provides a leading Saas based managed services platform that Managed Services Providers (MSPs) use to efficiently backup and monitor, troubleshoot and maintain desktops, servers and other endpoints for small and medium-sized business. The comprehensive platform provides an intelligent Remote Monitoring and Management and an advanced backup and disaster management (BDR) offering – all integrated within an industry – leading Network Operation Center (NOC) delivering a single, unified managed services experience
Role: Responsible for the project management throughout the entire project lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover. Job Specification:
Setting budgets and agreeing project time scales and deadlines with clients.
Holding weekly internal and external meetings on progress.
Single point of contact for all communications between the customer & Company.
Managing staff to ensure that all milestones are achieved within the agreed timeframes.
Ensuring effective quality control processes are in place to monitor deliverables produced.
Maintaining client relationships.
Responsible for identifying, analyzing, measuring and managing project risks.
Conducting regular impact analysis in order to assess the consequences of the project deliverables on other sections of the business.
Keeping accurate administrative records of expenditure, accounting, costing and billing.
Assisting the technical team in their design and development tasks.
Producing project definitions to include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources.
To provide expert support related to project quoting, specifically NOC application and processes
Built client repo to convert scoped projects into Short term or long term project
Work with Technical support team to convert approved quotes into projects
Work with other teams to track the Service request and projects undertaken on daily basis
eClerx Services Ltd.(ISO/IEC 27001:2005) Mumbai
Duration: June2010 To Jan 2014
Position: Senior Analyst(Team Lead)
Company Profile: eClerx is a data analytics service provider with a proven track record of delivering world-class quality and innovation to FORTUNE 1000 companies, for process improvement eClerx uses the Six-Sigma DMAIC methodology for business process improvements which are shared across the Company.
1. Escalation and Client Management
Managing all the SMB & LE segment products as per Client’s requirement which involves, chances in configuration, new launches, Promos and Price changes
Providing resolutions in case of any escalations, resolve content management issues
Testing client tools, troubleshooting bugs and loopholes in the existing and new tools and providing resolutions, Interacting with the clients on a daily basis via calls and IM chat
Pre-empting future issues by analyzing client feedbacksand complaints
Performing Root Cause analysis on client issues and providing suggestions to improve 2. Quality and Team management
Involved in Team lead activity, delegating task to the team, update team track, staffing and resource utilization reports etc..
Maintain competency of the team
Ensuring 100% quality of the team by performing various types of audits and quality checks
Process training to the new recruits
Heading weekly meetings with the team members, providing updates if any, Addressing issues and concerns of the team
Monitoring team performance on a bi-monthly basis and conduct the performance meetings with peers
Preparing weekly deck and Quarterly Business Review (QBR) 3. Project Management & Reporting
Be responsible for tracking and reporting progress
Involved in client business and competitor’s market Analysis, presenting results etc
Posses strong analytical skills needed to collect user’ requirements, analyze and suggest solutions
Support the development/ update of the project plans on periodical basis
Plan and implement systems, tools and methods to support upper management decision making
Execution of high level confidential business reports for potential clients
Maintain clients deliverables and have them published within stipulated time
Developing presentations, designing workflow, charts for forecasting, reporting and dynamic dashboards
Participant in management weekly meeting, assist management team in decision making by providing constructive opinions according to the analytic report Achievements
Awarded Employee of the quarter during the tenure at Global Cloud Xchange
Awarded Employee of the quarter during the tenure at Continuum Manages Services
Awarded two consecutive Business Process Improvement (BPI) certificates, for stream lining the pilot process and initiating a ‘Pin Point Automation’ which fetched 2 additional heads and more business
BPIs were presented by Company’s Director Mr. P D Mundhra and Mr. Kishore Poduri from Resource Management
Awarded 6 times “Analyst of the Quarter” in recognition towards outstanding performance in SMS team of eClerx
Mahindra Holidays & Resorts India Ltd.(ISO/IEC 27001) Mumbai
Duration: May 2006 To Mar 2009
Position: Sales Executive (DSA)
Duration: May 2009 To Mar 2010
Position: Member RelationsDepartmentExecutive (MRD)
Company Profile: Mahindra Holidays & Resort India Ltd., (MHRIL) is a part of Infrastructure Realty Sector of Mahindra Group and brings to the industry values such as Reliability, Trust & Customer Satisfaction. Started in 1996, the company’s flagship brand ‘Club Mahindra Holidays’, today has a fast growing customer base of over 1,22,000 members and 29 beautiful resorts at some of the most exotic locations in India and abroad
- Relationship building and ensuring that all the member related queries are addressed and resolved within SLA and achieve member delight
- Welcome Process: - Replication of member details, campaign and premium check
- Sales: Sales presentation for the prospectus walk-ins in office
- Gift Disbursement, Holliday Planning and Reservation: - Capturing of Member Preferences
& maximize unique member holidaying
- Feedback and Query resolution&Complaint resolution: - 90% resolution within 48 hrs and keeping the member informed about the process
- Generate Member Referrals & Member Retention: - Value additions
- Sales: Give Sales Presentation to the Walk-ins and creating prospect EDUCATIONALQUALIFICATON:
Examination Board / University Year of Passing Grade Executive MBA Operations ITM College 2013 3.18 GPA BSC C.S Mumbai 2009 II
H.S.C. Mumbai 2005 II
S.S.C. Mumbai 2003 I
Name Jay Singh
Birth Date 19thSeptember 1986
Marital status Single
Contact No. +**-**-**-**-**-**
Languages English, Marathi, Hindi
I certify that above mentioned information is correct to the best of my knowledge and nothing has been concealed.