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~ Senior ProfessionalSenior Professional ~
Operations Management / Process Management / System Implementation
An IIM alumnus with majors in Finance, Marketing & Operations.
Technically Adept & Business Savvy Management Professional with over 24 years
of career reflecting strong leadership qualifications with hands-on Program
Management, Delivery Management, Strategic Planning, Operations and
Account Management experience.
Currently associated with Northern Operating Service Pvt. Limited, Bangalore as
Vice President -IT Planning & Control - IT Infrastructure Group
Proven abilities in monitoring delivery of high-quality customer experience, elevating
customer satisfaction, while adhering to the SLAs and work processes.
A keen strategist & implementer, with a flair for adapting quickly to dynamic business
environments. Skilled in adopting a pragmatic approach in improvising on solutions
and resolving complex business issues.
Possess excellent interpersonal skills that have been put to good use in building and
managing relationships with clients. Can work as a Key Facilitator in enabling clients
achieve their strategic objectives and goals by designing and implementing business
solutions; complete with management processes to facilitate the required change.
Lead a consulting assignment for the world's fourth largest non-government energy
company for facilitating workshops to evangelize the concept and advantages of
transitioning into a managed services model for delivery of IT services.
Possess proactive attitude, capability to think in & out of the box. Excellent
communication and organizational skills with proven abilities in team management
and customer relationship management.
Career MilestonesCareer Milestones
Reviewing existing systems and business requirements and facilitating the implementation of new systems/
processes, in line with the overall business goal and objectives.
Responsible for design, development and delivery of managed services tool kit.
Coordinating for providing inputs for process control & ensuring end to end complaint resolution. Maintaining high
discipline and norm adherence, coordinating with superiors for cross teams and innovative suggestions to improve
Leading set up of new divisions and transitioning processes from client’s location to the facility.
Setting up, stabilizing processes and ensuring smooth commencement of operations.
Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
Knowledge Management, Team Huddles & drive the mentoring initiatives to increase knowledge productivity.
Creating SOW, SLA and MPP for application maintenance & support.
Ensuring proactive and regular communication for incidents, and project tasks executed from offshore.
Assessing IT challenges to be addressed by transition to managed services.
Deploying the right practices by integrating people, process, technology and information for restructuring the IT
organization and aligning it to the business.
Ensuring active stakeholder participation and sponsorship establishment through integrated change management
Implementing effective utilisation of ITIL best practices for IT operations.
Building competency in IT Strategy, Service level management and Finance management
Providing a common terminology leading to better communication and understanding of what needs to be done
Engaging and coordinating Business Analysis sessions for understanding client business processes and mapping
them to appropriate IT elements.
Suggesting appropriate as well as technology-based solutions for enhancing functional efficiency of the organisation
and achieving business excellence.
Facilitation of prioritization of IT initiatives based on business criticality using AHP methodology.
Initiating and sustaining efforts for improving Customer Satisfaction Level through regular relationship calls,
identifying & conducting consultation sessions for customers.
Providing effective resolution to customer queries and improving relationships with the customer by anticipating
customer future requirements, thereby ensuring a positive customer experience.
Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis.
Interacting with employees to plan their development and evaluate the progress made as well as provide
development opportunities, coaching, and resources.
Experience ChronologyExperience Chronology
Northern Operating Services Private Limited, Hyderabad Since
Since September’10 : Vice President-IT Planning & Control
Notable Accomplishments as Vice President-IT Planning & Control:
Responsible for complete IT planning, comprising of Opex budget of $9M and a Capex of $3M
Developed metrics based planning for Inventory management
Was instrumental in achieving savings to the tune of over $1M through driving performance initiatives.
Was instrumental in designing appropriate solutions to various pain points and for achieving improved Visibility and
Alignment of IT with Business through the "IT'S ON” initiative
Designed: Balanced Score card for all Business units so as to enable senior management review and decision
Automation: Automation of travel approval process
Satyam Computer Services Limited, Hyderabad Since June’07
Since July’08 : Lead Consultant 2(ITSM Consulting group), Satyam computer services ltd
Jun’07-Jun’08 : Lead Consultant 1(ITSM Consulting group), Satyam computer services ltd
Notable Accomplishments as Lead Consultant:
Responsible for Business IT Alignment Competency development & provide thought leadership.
Extensively delivered Satyam Corporate presentation to the delegates from USIBA, the Indo-US bilateral trade
promotion group at Bangalore.
Got Roll of Honour Award for developing service level management practitioner’s course material.
Designed: ROI model for ITSM implementation; service based costing model for IT support services and business
prioritization model using AHP techniques.
Pivotal in handling following consulting assignments:
Shared IT Service centre for South Asia division of one of the world's leading producers of cement and aggregates:
- Designed methodology to assess drivers for the shared service governance.
- Reviewed scope & defined layers of IT governance.
- Identified strategic, tactical and operational activities.
- Defined roles & responsibilities and escalation mechanism.
Largest Contact Centre Providers in Brazil & Latin America:
- Evaluated client’s operational business processes and the drivers for the demand for IT
- Supported the client in Service Improvement & IT Transformation.
- Identified and prioritized pain areas faced by the business operations.
- Designed ITIL based support model to cater to the pain areas & facilitate IT service support.
- Provided recommendations on To-Be support model, R&R and process/tool
- Facilitated Joint workshop between IT and business to review the assessment findings and
prioritizing implementation planning for the recommendations.
IT Function of a large organization (with multiple group companies) in Asia Pacific region entailing:
- Designed shared services support model for GDC to support IT service support processes.
- Assessing specific risks and issues with high level recommendations.
- Formulation of service catalogue.
Multinational publishing company based in UK:
- Developed ITIL based support model for IT services.
- Conceptualised service catalogue & Service definition based on Business criticality.
Hewlett Packard Global delivery India centre, Bangalore May’04 - May’07
May’04-Jun’05 : Unit Manager (E-Support), HPGDIC
Jun’05-Aug’06 : Project Manager (Retail L2 Support, EMEA Channel IT), HPGDIC
Aug’06-May’07 : Project Manager (PCC L2 Support, World wide Channel IT Operations), HPGDIC
Notable Accomplishments as Project Manager - PCC L2 Support:
Managed a team of 25 members for PCC Channel IT Operations spanning 18 applications involving Oracle, UNIX,
Tomcat, Apache, Web Servers & Java environments.
Spearheaded ITSM based service delivery spanning incident management, problem management, release
management and change management for worldwide operations.
Holds the distinction of attaining 16% productivity savings during transition through cross training of resources
(training of cross functional departments).
Notable Accomplishments as Project Manager - Retail L2 Support:
Oversaw a team of 30 members for EMEA Channel IT Operations spanning 9 applications including platform of
Oracle, UNIX, Tomcat, Apache, Web Servers & Java.
Recipient of e-Award for innovation in reporting function which resulted in improvement of operational efficiency.
Played a key role in following:
- Ticket Reduction Project for improving the bandwidth and productivity savings (This resulted
in 30% reduction call volume through user trainings).
- Transition/Observation/Parallel/Go Live phase and enhanced efficiency of new resources
at offshore and commoditizing the support delivery.
Made efforts for continuous reduction in project cost through commoditizing the support delivery, improvement
projects and knowledge management.
Active member of Audit Council for conducting ITSM audits for projects.
Notable Accomplishments as Unit Manager (E-Support):
Handled 60 team members for providing e-support to NA Consumers for Desktops and Notebooks.
Developed template for operations planning and streamlined the process operations resulting in consistent SLA
adherence and improved billing.
Hindustan Petroleum Corporation Ltd., Secunderabad Oct’90 - Jun’02
Oct’90-Sep’95 : Operations Officer / Officer Trainee
Oct’95-Feb’00 : Senior Operations Officer
Mar’00-Jun’02 : Executive Officer - Engineering & Purchase (Marketing Division)
Notable Accomplishments as Executive Officer:
Significantly managed entire gamut of tasks pertaining to sales, marketing, vendor development, inventory
management, dealer management and liaising.
Played a key role in managing projects worth Rs 7.2 Crores in the South Zone.
Instrumental in commissioning of 3 Jubilee Outlets, resulting in additional income of Rs. 25 Lakhs.
Accredited with an additional responsibility of launching Smart Card operations across 28 outlets in Hyderabad.
Notable Accomplishments as Sr. Operations Officer / Operations Officer:
Demonstrated abilities in handling following functions:
- IT implementation involving implementation of accounting package.
- Supply chain activities and ensuring timely & cost effective delivery of petroleum products.
Received Best Unit Award for achieving stock loss targets, and effective utilization of idle facilities.
Streamlined processes with dealers which resulted in additional sale of 11% and ensuring NIL dry outs.
Established calibration methodology for horizontal vessels using principles of Calculus.
PG Diploma in Management (MBA) from Indian Institute of Management, Calcutta in 2004.
Specialisation: Marketing, Finance & Operations
Bachelor of Engineering from Govt. College of Engineering, Andhra University in 1989. Specialisation:
ITIL Foundation,ITIL Practitioner in IT Service management certifications from EXIN,SPMP certification from
Academic ProjectsAcademic Projects
Valuation of Indian IT major - Satyam Computers Services Ltd.
Study on the Application of Bass Diffusion Model to Forecast New Product diffusion.
Analysis of the Merger of HP with Compaq.
Demand Estimation of Packaging Material for KSA Technopak.
Study on the Distribution System of Lafarge India Cements.
Analysis of the Indian Tea Industry and Valuation of Tata Tea, Health Insurance in India.
Performance Analysis of United Breweries (Indian Stock), PepsiCo (Foreign Stock). Sundaram Bond Saver (D)
Personal DetailsPersonal Details
Date of Birth : 7th
Address : Plot No. 41, Golconda X Roads, SRK Nagar, Musheerabad-500020, Hyderabad