To obtain a challenging position in a growth oriented environment that will enable me to utilize my experience and skills in achieving the organization's objective and vision, and help me reach higher echelons. SYNOPSIS Energetic and result oriented professional with more than 10 years of expertise in Service Delivery, Service Desk and Project Management; determined to face new opportunities and challenges. Deep expertise on designing large AMS (Application Maintenance Service) solutions emphasizing on cost savings, improved productivity and client satisfaction. Expertise in Project Management with the Application Support Group; good experience of handling end-to-end project management of Application and Infrastructure projects. Expertise in Service Management, Contract Management with the application Support Group; in-depth knowledge of shaping Level 3 support processes and procedures. Expertise in Configuration, Build and Release Management with excellent experience in document management Possess good Customer Relationship Management skills and ability to gauge customers pain points and propose optimal solutions Demonstrated ability to manage cross geographical resources with in-depth knowledge of European/American work culture Demonstrated ability to interact with diverse level of resources with superior communication and interpersonal skills TRAINING/CERTIFICATIONS IN HOUSE Basic Blue (for people managers), Leadership Readiness for New Leaders, Building Relationship Versatility, Facilitation Excellence, Interviewing Skills and Time Management CORE COMPETENCIES Service Delivery People Management Release Management ' Contract Management Service Desk Operation Project Management Solution Management
04/2011 to Current
Pre-Sales ConsultantIBM India Pvt. Ltd AMS – Normal, IL
Partnered successfully with Financial Services clients to produce substantial cost savings.
Spearheaded cross-functional initiative to achieve increased win rate,
Strengthened Application Maintenance Service Line business by leading implementation of Lean initiative.
Created new revenue streams through inducting Release Management as an offering and received Sales Eminence award.
Managed a portfolio of 20 accounts totaling $340 million in sales.
Led sales forecasting, market trend evaluation and segment strategies.
Negotiated prices, terms of sales and service agreements, credit terms and other bid specifications.
Set up and maintained global account management and reporting tools and processes.
Researched clients' business issues and goals to offer appropriate solutions.
Exceeded quarterly goals by 20% for six consecutive quarters.
07/2008 to 04/2011
Application Support/Service Delivery ManagerIBM India Pvt. Ltd
Project managing minor Application Development and all Infrastructure improvement projects.
Managing communications with other project organizations in IBM regarding overall support and maintenance activities Communicating and scheduling of activities for test and production environment Managing the Level 3 Support Group provided application support Release Manager (defined by the AD/M Manager) during releases deployment and testing.
Participating and chair client meetings like Weekly Service Defect Calls, Release Letter Review, RCA's etc.
Management of Configuration and Build activities for the account.
09/2006 to 07/2008
People ManagerIBM India Pvt. Ltd – Bangalore
Managed performance and productivity of L1 TSA's and have been instrumental in improving the scores of low performers Driven PBC (Personal Business Commitments) requirements down to the associates Ensured Customer Satisfaction remains a key priority within the Team by implementing customer centric initiatives.
Communicated regularly with DR's on a 1-to-1 basis as well as by means of team meetings Continuously demonstrated and developed key skills identified within IBM Leadership Competencies Worked with Convergys India, Gurgoan as a TSA from June 2003 till Aug 2004.
04/2005 to 09/2006
Asst. Manager Operations
08/2004 to 04/2005
Sr. TSA Technical Trainer
M.B.A (CRM): SCDL -
Bachelor of Arts: Jamia Milia Islamia College - New Delhi
ON JOB Project Management Fundamentals (Certified), PM Principals (Certified)
LEAN/Six Sigma Yellow BELT (Certified)
ITIL V3 Foundational (Certified):
INTRESTS AND ACCOLADES Event Management, Quizzing, Acting in Comic Roles & a passionate Indian Cricket Fan Have been actively involved in Bangalore Church Choir and also have participated in London Orthodox Church choir (from Aug 2008 - Aug 2009). Participated in IBM UK X-Mas Choir Have actively worked with IBM EUS Communication Team (2004-08) conducting Monthly R&R events, coordinating cultural events & directed/acted in couple of skits for EUS audience Hosted Account Cultural Events and also represented the account team in Cricket tournaments (in IBM UK and IBM India) Church Youth wing (all Bangalore level) as a General Secretary responsible to carry out various Charity initiatives and cultural events PERSONAL DETAILS Date of Birth: 30th November, 1978