Application

Praveen from India applies for Blue Card Germany

Information and communications technology service managers

Personal data:

For personal data please contact us
with the following Applicants-ID: 16824

Profession:

Name of profession: Information and communications technology service managers Name of latest business sector: Telecom and IT Latest occupation/title: Head of IT User Care Latest main activities: Accountable for User Care (SD) for Nokia Globally, Delivery services to 100k users in 100 countires worlwide. Working with Partners to ensure they deliver as per contracts. Working with Senior stakeholders and emphasis on End user customer satisfacti

Education:

Completed education: master Title or Qualification: Master of Computer Application Specialisation: Computer Science Additional trainings: Six Sigma, Prince2 Practitioner, Ms Azure Fundamentals certification, ITIL V3 Expert

Preferred countries:

1. Preferred country | region / city: Germany | 2. Preferred country | region / city: Hungary | 3. Preferred country | region / city: Poland |

Language skills:

1. Language skills: english => excellent 2. Language skills: 3. Language skills: =>

Personal note /detailed application:

Profile Summary
Experience of over 17 years in managing business operations, expert in streamlining systems and processes to facilitate achievement of organizational objectives and ensure profitability of services.
An astute Service Delivery Leader with experience in managing Large & Complex Services. Ability to simplify processes, create new Service Propositions there by enabling business to sell more and make better margins.
Very Adept in working with Senior Stakeholders across geographies.
Highly motivated self-starter who is comfortable collaborating as part of a team or working independently, Excellent interpersonal skills, organizational skills and able to multitask
Proven delivery track record with strong problem solving/ analytical skills to deliver high quality outcomes
Quick to adapt to challenging situations and thrive in complex or tough situations
Proven success in spearheading end-to-end Service Delivery Management, Process Optimisation, Driving Process Improvement and ensuring effective management of various resources to meet client requirements, deliver best in class services to ensure better Customer and Partner NPS.
Proactive Risk and Escalation management skills to manage cross functional teams
Strong communication and leadership skills to build a collaborative approach, both within the firm and customer organisation for timely execution
Experience in meeting Business Plan targets, manage budget for projects in terms of Revenue and profitability
Have implemented processes across ITIL Service Life Cycle and have good hands-on experience on Creating Senior Management Dashboards \ BI Tools like Business Objects.
Good understanding of the Six Sigma (DMAIC) or Lean Tools to identify waste/non-value-added activities. Have good exposure to creating governance and measurement framework for Business Processes
I’m known to my colleagues and clients as one who lives by highest standards of ethical and professional conduct and is passionate about delivery excellence.

Core Competencies
Service Management, Service Delivery Management, Customer Relationship Management, Incident Management, Strategic Business Operations, Process Optimisation, Process Improvement, Process Reengineering, C-Level Presentations, Risk Management, Project Management, Transition Management, Team Management, Managing Cross Functional teams, Conflict Resolution, Drive Service Improvements, Change Management, Problem Management, Capacity Management

Education
Master of Computer Application from Kongu Engineering College, Bharathiar University, Perundurai, Erode in 2004 with 78%
Bachelor of Science in Mathematics from Government Victoria College, Calicut University, Palakkad in 1998 with 81%


Trainings / Certifications
Attained Six Sigma Green Belt Certification from Indian Statistical Institute in 2010 (Training held on 8th -9th and 14-16th May 2010)
Completed ITIL V3 Foundation Certification from APMG in 2011(Training Conducted by Future Frameworks on Aug 2-4, 2011)
Attended regular Internal Management and Leadership Training Programs
Attended PMP Contact Program from QAI on 18th to 21st Oct 2012
Prince 2 Foundation Certified from APMG in 2013 (Training conducted by QAI on 12th to 17th Feb 2013)
ITIL V3 Expert Certified from Axelos -EXIN in Jan 2014
Prince 2 Practitioner Certified from APMG in Jan 2014
Business Analytics – Science of Data Driven Decision-Making short-term course from IIM Bangalore in June 2016
Agile Scrum Master certification from Exin in May 2017.
Robotic Process Automation (UiPath) from Edureka in 2018
Completed Amazon Web Services Cloud training from 29th November to 2nd December 2018
Completed Microsoft Certified: Azure Fundamentals certification on 27th Jan 2020.
Career Timeline





Work Experience


Jul’ 19 – Till Date, Head of IT User Care (Director), Digital Workplace – Nokia Solutions & Networks
Team Size: 200+ people with the Service Provider
Teams: User Care globally
Responsibilities:
Accountable for the User Care services globally for Nokia (100k Users in 100 countries worldwide)
Working with Senior Stakeholders of Nokia, I am at level N-4 from Group CEO of Nokia
Accountable for digital strategy of User Care
Ensure that Service Provider deliver as per contractual SLAs
Working closing with Service Providers & Partners to delivery efficiencies and Productivity targets
Handle escalations for Incidents & Service Requests.
Drive Continuous Service Improvement Plans with Service Providers

Jun’05 – Jun’19, Vodafone Global Services Pvt Ltd.
Growth Path

Nov’18 – Jun’19, General Manager – Enterprise Technical Operations & SM
Team Size: 70+ people including 5 Managers & Team Leads
Teams: Service Management, Problem Management, Change Management, Capacity Management, Configuration Management, Technical Reporting
Responsibilities:
Leading Enterprise Service Management Teams in India for Vodafone Group and delivering services across Northern Europe, APAC, Americas & Vodafone Carrier Customers
Devise new strategy for Service Management and to increase the scope of profile like Global Service Manager which can be done out of Shared Services
Manage relationship with Senior Stakeholders of the Group & Drive Service Reviews on a Mon./QTR./Annual basis
Manage a portfolio of 400 Million Euros Total Contract Value for Service Management
Integral part of the Enterprise Shared Services Leadership team in India for last 4 years
To focus on improving customer experience and drive Service Improvement plans wherever necessary
Ensuring adherence to contractual SLAs and delivery as per requirements
Steering People Management such as 121s, performance rating, conflict management, coaching & recruitment and supporting new transitions
Delivering Service Operations processes to Group Customers with right Quality & Cost


Highlights:
Leading the CMMI project “Request Triage & Resource Management” project for the Vodafone Group Commercial & Service Management
Improve Customer Net Promoter Scores for Enterprise Customers managed out of India for Vodafone Group





Jan’16 – Oct’18, Deputy General Manager – Enterprise Service Excellence
Team Size: 90+ people including 5 Managers
Teams: Service Management, Inventory Management, Order Assurance (Lead/Quote to Order), Quality – Networks, Mobility & IOT & Customer Reporting
Responsibilities:
Leading Enterprise Service Management Teams in India and delivering services across Group & Local Markets
Spearheading Enterprise Leadership Team in Shared Services India as part of decision-making process for all Service Management projects
Ensuring adherence to contractual SLAs and delivery as per requirements
Steering People Management such as 121s, performance rating, conflict management, coaching & recruitment and supporting new transitions
Delivering Customer Reporting to Enterprise Customers and Quality Assurance Services for Group and Local Markets
Leveraging quality initiatives to drive the process quality across Networks, Mobility & IOT in enterprise

Highlights:
Led Partner Satisfaction Survey for Enterprise Shared Services India in 2017 and was able to deliver excellent results in NPS and Partner Satisfaction
Led People Survey Team for Enterprise Shared Services in 2016 and delivered outstanding results, benchmarked on certain metrics like engagement
Revamped Service Management Strategy by setting up the Desk Based Service Management and delivering high value services to onshore customers in Northern Europe, UK, APAC & Americas
Delivered 9 Million Euros value for Vodafone Shared Services
Consulting/ BPMS activity for Vodafone New Zealand in 2015
Worked with Vodafone Group to come up with the Service Management Proposition which enabled us to sell Service Management as a Service.

Nov’10 – Dec’15, Senior Manager
Team Size: 120+ people including 5 Team Leads
Teams: Quality, Customer Reporting, IP Telephony, Provide Front Office, Sales Support/Order Assurance & Service Management
Responsibilities:
Spearheaded Service Management desk of Vodafone Global Enterprise team(UK); delivered Network / Service Performance reports for more than 500 customers across globe using Business Objects XI and MS Excel
Setup & Managed the Order Assurance (Lead to Order) & Sales Support for Vodafone Group & Vodafone UK.
Set up Dashboards & Reports on Business Objects and also produced Performance Reports for Senior Management in Operations and Internal Teams in Cable&Wireless
Ensured smooth transition of Order Assurance Team from UK and TCS and established the same in record time of 4 months in Shared Services
Steered Business Continuity Management and planning for 10 teams
Designed and built ROW QA Toolkit for Customer Services (UK & India)
Led Continuous Improvements Projects and Trainings for India Operations
Responsible for the end to end Performance and Governance of Operational teams in India and representing India on the UK performance forum
Responsible for the Service Delivery of IP Telephony services and Service Request provisioning for Premium Customers

Highlights:
Received Award of Excellence for Service & Support from Director of Operations in 2010-2011
Recognised with Customer Services Star Colleague Award from Director of Customer Services in 2011
Attained Service Excellence Award for being part of the Risk Management Security Group in 2012 which enabled the company in India to get recertified for ISO270001
Won Service Excellence Award in 2013 for developing Performance Management Framework for India operations
Key role as team member of VSS that completed Business Process Management System consulting project for Vodafone New Zealand
Acted as SME for RUN process which conducted the consulting/ BPMS project for Vodafone New Zealand to identify gaps and improve their processes
Played a key role as SME for Remedy One of Working framework from India Operations and imparting training to colleagues on Remedy
Transitioned projects into India Operations from Wipro or from Cable & Wireless UK to India
Setup and transformed the Order Assurance teams after transitioning it from UK and from TCS.
Implemented QA Framework in India Operations using DMAIC; identified gaps or waste in the process and to employed lean six sigma methodologies to do process improvements
Ensured Service Delivery for prestigious clients such as Aviva, RSA, L&G and so on
Pivotal role as BCM coordinator and RMSG coordinator for Enterprise Process Support teams
Part of the Risk Management Security Group Team to obtain ISO27001 certified/recertified/maintaining it, activities include conducts Internal Audits, making sure teams are complying with Information Security guidelines and also face External Audits




Jul’09 – Oct’10, Team Lead
Team Size: 20+ people
Teams: Quality, Customer Reporting & Network Services
Responsibilities:
Conducted QA Forums and gave feedback to teams; drove Target 90 Project in India Operations
Delivered Network / Service Performance Reports for more than 500 customers across globe using Business Objects XI and MS Excel
Worked with stakeholders on the future strategy and standardization of Service Performance Reports for all fixed line customers of CWW
Led Network Services Team, managing end-to-end delivery of new services to premium customers and for LAN changes on their network

Jul’08 to Jun’09, Senior Consultant Quality
Set up QA Team and initiatives in India Operations; implemented the QA framework as per the DMAIC approach

Highlights:
Rated high performing colleague for aiding in the transition of new work from Wipro to CWW under Project Corbett
Acted as core team member under Project Corbett and successfully transitioned 40 headcounts from Wipro to Cable & Wireless India
Implemented the Remedy One Way of Working in India Operations and conducted audits to ensure adherence to it
Drove Target 90 improvement activities and performance improvements for operational by monitoring SLA and other critical parameters

Jul’06 – Jun’08, Team Lead – Cease
Team Size: 15 people
Teams: Cease team is part of Service Delivery function

Highlights:
Worked on products such as Frame Relay, MPL, IPVPN Qos, EWB, Switch, Leased, ATM, MPLS, Skylink, Telebusiness numbers (Direct/ Indirect)
Coordinated with Transformation Team in UK to reduce the out payments to carriers or to find Revenue Leakage; saved 400k GBP for a project with target of 5 million pounds
Rolled out new services by terminating old services in different projects like Wolsely, BT Hub, A&L, Corus, Regus
Transitioned work from UK to India and managed recruitment and training of new colleagues
Played a critical role in the Life Laundry Project by pushing through orders that helped the company to quickly reduce the customer base in alignment with its new strategy
Saved around 66K GBP as part of the Project Kingfisher by removing / ceasing circuits with BT which was not used / billed by us to our customers

Jun’05 – Jun’06, Network Information Analyst
Managed termination/ ceasing of services given to customers in UK and Global. Promoted as Lead within a year of joining owing to exemplary capabilities.

Previous Experience

Aug’04 – Jun’05 IBM Global Services, Bangalore as CSC Analyst

Highlights:
Awarded Star Performer of the Month on two occasions; received Best Team of the Month Award twice
Received an award from Service Delivery Lead for getting 17 Customer Satisfaction Awards on the trot

May’04 – Aug’04 Sutherland Global Services, Chennai as Help Desk Engineer




Internship Experience

Sep’98 – Jul’00 Article Clerk

Highlights:
Concurrent Audit for Nedungadi Bank (Punjab national bank) and Indian Bank
Statutory Audits for Canara Bank
Stock Audit for Multiple Banks like Federal Bank, Nedungadi Bank, Indian Bank & Canara Bank
Revenue Audits for Nedungadi & Indian Bank

IT Skills

Operating System: MS DOS, WINDOWS 95/98, LINUX, MVS
Languages: C, C++, JAVA, Visual Basic, VC++, COBOL
Internet Applications: HTML, ASP, Java Script, Perl, Lotus Notes
BI Tools: Business Objects R3 SP5 & SAP BI 4
Database: Oracle 8i/9i/10g (SQL & PL\SQL), MS SQL, Db2, MS-Access
RPA - UIPath

 

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