As an ITIL and SAM Certified professional, I work as Associate Director at Kyndryl India Pvt. Ltd. in Pune. My expertise lies in designing, developing, implementing, and maintaining ITIL governance frameworks based on industrial standards and best practices, including processes for escalation to clients in no response cases from users.
I have 16 years of experience in IT, with over 15 years of experience in project management, including 11+ years in Service Management using ITIL and Agile to deliver projects. I am an expert in Service desk delivery, Change Management, Asset Management, and Problem Management. Additionally, I possess excellent communication and presentation skills with a high focus on customer satisfaction and quality.
My achievements include optimizing unused Mainframe SW to achieve savings of $108 Million, using Automation and resource optimization to achieve savings of $14 Million, and increasing IVR resolution by 20% through analysis of call trends. I also successfully transitioned Idea NOC and Idea Service desk team after engaging with Idea in 2009, maintained an attrition rate of below 2% year on year, and consistently achieved Employee Engagement above 90% year on year as per pulse surveys.
Furthermore, I drove minor incident and service request resolution to achieve an SLA of 99% from 60% in just one year and maintained a CSAT of 10 for 5 straight years for Idea NOC, Idea IVR, and Idea SD. I also drove automation for raising IMACSusing Service Now, saving close to $5 million in manual efforts, and automated around 10 reports daily/weekly/monthly to provide accurate reports, saving $6 million in manual efforts and increasing accuracy and timeliness by 100%. I drove automation in ICD for asset updating using RPA, thereby saving $3 million in manual efforts.
In addition to my technical skills and achievements, I possess the ability to influence diverse and challenging stakeholders, collaborate with 15+ countries team to deliver Asset Management services, and lead and motivate cross-functional teams to ensure on-time and high-quality delivery. I am highly motivated and possess a constant learning attitude. I define, implement, and analyze different metrics and manage key business metrics like SLAs, SLOs, and KPIs at 99%. I identify Lessons Learnt, process improvement initiative, and get feedback from stakeholders to improve program delivery. I also have experience building consensus across diverse groups for effective collaboration and using brainstorming to generate new ideas and implement relevant ideas.
Designation : | Associate Director |
Highest Education : | Graduate Degree |
Open For Job : | Immediately Available |
Job Skill : | License Management, License Optimization, Procurement, HW asset Management, Oracle SQL, NOC/SD Operations, Incident Management, Service Management, Contract Management, project management, program management, Agile, vendor management |
Work Experience : | 16 - 20 years |
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