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Service Engineer

February 20, 2020

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LinkedIn: Skype: VK181401

ATM Support & Service Delivery Management Site Infrastructure Management Continuous Process Improvements Project & Portfolio Management Channel Management


An accomplished leader professional with over 21 years of expertise in the verticals of across Service Delivery and Field Operations, Managed Services Center, Franchisee Operations, Project Management &Customer Relationship Management in Retail and Banking (PSU and Private Banks) sectors

Proven expertise in ensuring the success of the ATM managed services transition and transformation projects, along with the direct ownership and responsibility for delivery of global initiatives and projects

Proficient in focussing on the delivery of services and setting up/identify work activities and requirements in a multi-disciplinary ATM environment (Technology, Software, Monitoring, Maintenance, Cash Forecasting/Delivery, and Innovation) for the team across the country

Demonstrated excellence in owning the ATM infrastructure and innovation roadmap and manage the investment portfolio to deliver innovation with attractive ROI for TD and material enhancements to the customer experience

Deft in spearheading and continuously improving the managed service delivery model, governance and SLA framework

Skilled in leading both internal and external service delivery resources to ensure the ATM channel is meeting established service objectives and SLA’s

Profound experience in business and IT level interaction with C-suite of executives, mapping customer business value chain and process and formulating strategic solutions while ensuring delivery excellence

Expertise in steering key initiatives intended to adequately secure the ATM end to end environment


Skills in spearheadingATM monitoring and helpdesk operations with end to end services of variousbanks to attain committed uptime on monthly basis for 10K ATMs

Steeringsite infra and EJ services; ensuring to maintain steadiness in the success rate on total portfolio of 31K ATMs


Customer Relationship Management

Sales and Product Marketing

Key Account Management

Strategic Planning

Stakeholder Management

Operational Excellence

Resource Allocations

Team Building & Leadership

After-Sales Service


Diploma in Electronics & Communications Engineering, J&K State Board of Technical Education, Jammu Tawi,India - 1997


IELTS – from British Council New Delhi, India

Personal Skill Enhancement Program through Pyridion International, UK


ATM Hardware &Software Training conducted by NCR University at Bengaluru, India

Attended ATM Based Training related to H/W & S/W at Shanghai (China) Duration: 2 weeks

ATM Hardware &Software Training conducted by Diebold at Chennai (India) Duration: 2 weeks

Attended ATM based Training related to ATM specially designed for Indian Market with advance features at NCR Hyderabad (India)


Dec 2013 – Present Financial Software & Systems Pvt. Ltd., Mumbai, India AVP-Managed Services Center

Key Result Areas:

Steering ATM monitoring services and helpdesk operations of various Banks to attain committed uptime on a monthly basis for 10K ATMs

Managing EJ services with a success rate of 98%; maintaining regularity in the same on total portfolio of 31K ATMs

Leading the site infrastructure of FSS deployed ATMs; managing the expenses within budget allocated by finance for the total portfolio of 10K BOT ATMs

Facilitating services as an Entrepreneur of the Managed Services Division to augment service revenues, enhance service portfolios with full profit and loss liability

Steering the field service operations (hardware and software maintenance) in line with quality parameters and working towards customer satisfaction management

Administering and ensuring ATM level profitability, transaction improvement, cost-saving measures and penalty reduction

Active engagement in the spare parts inventory management of assets deployed under BOT model

Leading a team of First Line Managers and Executives with astrength of 100+ resources

Responsible for the design, develop and enhancement of the service organization and service delivery structure that comprises achieving the optimum uptime commitment of all portfolios in accordance with service level agreements

Interfacing with internal Commercial and Finance Team to determine service portfolio pricing and offerings during the bidding process

Managing the product sales and product marketing solution architecture to receive service solutions in line with the current and future market requirements

Administering multiple projects from conceptualization and visualization to technology mapping and final execution

Chairing the review meetings to gauge the project progress in line with the schedule / budgets, and ensuring timely completion and delivery of the project to the client; providing production support of multiple applications

Administering the resource allocations and setting up communication channels across various horizons of the organization structure

Dec 2010 – Dec 2013 Hitachi Payment Services Pvt. Ltd., Mumbai, India AVP-Relationship Management

(Formerly known as Prizm Payments Pvt. Ltd.)

Key Result Areas:

Steered the daily account management tasks such as project status, deployment, running activities and others like switch migration, uptime, cash, channel management

Worked closely with all stakeholders entailing Helpdesk, Cash, Recon, Projects, Network Support and Collections team

Carried out the review of strategic account with all assigned customers regularly to evaluate the service requirements and usage trends

Carried out the rate reviews/billing disputes and credits with strategic customers upon request and determined additional requirements of the account to augment revenue per account

Prepared and forecasted service budgets and operational plans; executed cost-saving measures at client-end

Provided support to the Sales Team on technical aspects through product feedback, presale inspections, Product demos, competitor’s products comparison and technical discussions

Led the after-sales service of professional products range and oversaw service dealers/franchisee network

Spearheaded the service delivery, service audit, payment processing for partner/ customer account single-handedly

Arranged vendor meeting with third party associates to improve service level agreed with Banks

Apr 2001 – Dec 2010 NCR Corporation India (P) Ltd., Delhi, India Asst. Field Service Manager (Service Delivery)

Joined as Customer Engineer; last designated as Asst. Field Service Manager


Steered a team size of 20 Engineers to oversawentire Delhi Operations entailing installation and commissioning support, service delivery, liaison and project management of ATMs

Instrumental in the execution of major projects such as installation and commission of various Banks namely State Bank of India, a turnkey project of ICICI Bank, HDFC Bank and Axis Bank ATM deployment

Offered services as Technical Support Specialist for the escalated calls across the region

Involved in the SLA monitoring and management to ensure to response and resolution of problems reported

Highlight: Recipient of Best Performer Award for 2004; recognized as great performer through the 2006 WCS AP/J recognition program by Area Vice President


May 1999 – Apr 2001

Diebold Systems India (P) Ltd., New Delhi, India

Field Service Engineer

Sep 1998 – Apr 1999

R & T Services, New Delhi, India

Field Engineer

Reference available upon request

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