19 year+ work experience. IT leader with Service management experience and with strong People & Program management skills.
Managed key End to End IT solutions, company programs, Supported Mergers and Acquisitions and setup WW 24x7 Helpdesk teams for ST(Level 2 teams) & ST-Ericsson(Helpdesk).
Accountable for key IT initiatives, leading a team with 80 senior resources across Asia and Europe.
Manage third-party partner and/or vendor relationships with Wipro,Fujitsu,Xenia,TCS,IBM,BMC,TuringSMI,HP etc.
Heading Digital Unify program(http://www.stfoundation.org) for ST India site (Corporate Social Responsibility)
Work at CIO-2 level and have 90+ people reporting WW (60 India + 30 Italy)
Professionals with an inclination towards mentoring, coaching and competency development of senior leaders would be preferred
- IT Service Management - IT Governance - OFCIO Support & Setup
- Program Management - Business Process Outsourcing -Vendor Relationship Mgmt
- Strategic & Tactical Planning - Organization Change Management
- Team Building & Leadership - Enterprise Project Management - Remedy Solution
- executivecommunication - Product Life Cycle Management - Sourcing & contract mgmt
- Helpdesk / Service Desk /Contact Center Setup - Improving IT operations and system performance
ST Microelectronics – Jan 1994 – Till Date
World’s 5th largest semiconductor company with $10 B revenue
Head – Product Creation & Quality CC + WW IT Head for L2 ‘24x7’ Business Appli. Support : Oct’09-till date
Accountable for managing the demand (CR, KLO and Projects) from the solutions group regarding the application portfolio(50+ application developed in SAP, Java, .Net, C, C++ Oracle, MYSQL…)
Manage platform & technical complexity by providing enhancement and technical support to existing applications, provides development related to new applications for Business Application, Integration Application and Reporting Application under one umbrella.
Accountable for full lifecycle management of the application portfolio.
Liaison with Architects and platform management inside CCC
Liaison with the resource pool management
Specialize in IT Product Creation & Quality domain by implementing
SAP PLM , Document management system, Enterprise Project management ,EAI , Business Intelligence
WW IT Business Application Support Manager April 1999- June 2006 & 2009-Till date
“Supporting technology with a human touch”
Setup 24x7 team to provide consistent user experience across 110 user locations, at the same time driving cost savings of $1B annually
3 Teams located in Italy + India are supporting 130+ IT applications
Provided best in class L2 Support & service while reducing TCO through constant innovation and improvisation.
Led 25-member team, managed 3 vendors internationally
Defined and implemented ahead of Industry ITSM processes(Incident, SLO, Problem)by using a off-the-shelf and in-house products for 40,000 users
Point of Escalation for Application Support for all Technical Account Managers (Service Level, Support Quality & Call resolution Rates)
Ensure Standardization of Support practices across all Application Support mangers
Collation of all Support metrics and reports at the level of each TAM and ensure each application Support Managers drive the improvements.
Process Automation Solution Group Management June 2006-Oct 2009
Standardized IT Portfolio, Strategy, Project, Resource Mgmt & Service management and operations across 70 locations
Being part of Office of CIO team collaborated with CIO, EMEA and APAC consultants and teams to automate IT processes (program budget : $10M)
Deployed Microsoft-Enterprise Project Mgmt , BMC-Remedy Service Management, IBM & HP software Quality tools , IDS Scheer- ARIS
IT Competency Management (Skill Repository database) used for Resource Management which helps Resource Managers like me with right competences and development paths
Enterprise Service Desk Section Manager March ‘00 – June ‘06
Offered solution to internal teams in terms of People (24hr Operation team), Process (ST Global Help Desk solution) and Tool (Remedy – Tool by BMC).
ESD has 3 major domains
Biz support (2nd level App. Support). Team worked “24hrs x 7days for applications support.
Customer satisfaction: 85% in 2004
Mean time to resolve SLA (6hr -critical calls): 92% (critical), 90%(serious), 98%(minor)
Mean time to respond SLA (15mts for critical): 95%(critical)
First Call resolution: 95% & Reopened calls: >1% and Quality of service > 98%
Service Desk (Remedy)
Team is responsible for end-to-end service desk solution means Global service desk process and remedy deployment.
We have set of methods, which support project management and delivery of full Incident management and Problem management module. Also since this is global responsibility project I am involved in infrastructure setup, operations, deployment and support.
Software Development(Team member-->Leader-->Manager) Jan 1994– Mar 2000
Developed Sales and Marketing applications Sales Order, SGA, PRICING, QUOTING, SAMPLING, ORDER ENTRY ORDER STATUS, ORDER HISTORY, EARLY WARNING etc.
Project Leader for WWS Product Cost (WWS stands for World Wide Standards for a product),
Customer Profile and Table system (Referential Data Management system)
One of the key issues dealt with was Single Sign On Access for various systems using a single point of authentication.
HP-9000 (7xx series running, HP-UX09.03, UNIX C, TUXEDO (SYSTEM-V), ORACLE 7.3, PL/SQL, pro *c, VB5.x, Openroad & Ingres
Escort Tractors Ltd (Ford) AUG’1992 To DEC’1993
GET (Graduate engineer Trainee) of EDP for 1 year where I was involved in coding on C, Ingres
GOLD AWARD from CIO for driving the M&A Program – April 2010
Outstanding Contribution for Operation & Support Project - Oct 2009 and many others …
1992 B.Tech Computer Science
Regional engineering College (National Institute of Technology) in 1992 with Distinction
1988 12th 91.6% PCM
EXTRA CURRICULAR & OTHER HIGHLIGHTS
Multi Culture Aware, Worked Extensively in France, Italy on various company Programs and Projects. Overall worked with people from 12 Nationalities.
Informatics Computer Basic Master trainer Holding Free Computer education Classes for Economically underprivileged as part of CSR program (went to Cambodia, Thailand to teach trainers in Orphanage & NGOs)
Passion to coach and Mentor today’s youth(ST India Recognized Mentor)
Sponsored for Management development training and programs by ST on
Fundamentals of Management program run by ST University in France
7 Habits of Highly Effective people
QAI & NASSCOM Seminar on: BPO Industry and many others
ITSM: ITSM Certified Professional; HP Educational India
SEI/CMM: Methodologies and concepts by QAI, India
PCMM – People Process Group: People CMM Co-facilitator for Staffing Process.
Prince2 : Project Management Methodology
Buddhism , Nature Walk , music , Mentoring & coaching and Organizing Event s