• Petaling Jaya 12

Padmanabh Padiyar

Work History

Work History

Delivery Excellence (Lean IT), ISO & Quality Leader

Mar 2014 - Present
IBM Global Delivery Center Malaysia
Leading Transformation and Engagement Activities at IBM Global Technology Services - Malaysia implementing Lean Six Sigma delivery best practices though the IBM Delivery Excellence Framework. I own quality & delivery excellence for all teams in Delivery Center Malaysia spread across Server Systems Operations, Security & Risk Management, Project Services, Service Management - Incident Problem Change teams, Software Platform Management Services.

Sr.Manager - Delivery Excellence & Transformation

Dec 2011 - Feb 2014
IBM India Pvt Ltd

Manager Transformation - Delivery Excellence

Oct 2009 - Nov 2011
IBM India Pvt Ltd
Engagement Manager

Manager - Global Escalations Management

Aug 2008 - Dec 2008
Dell International Services India Pvt. Ltd
• Managed the Technical - Global Escalations Management team at DIS, Bangalore (reporting to Director-Operations) • Led a team of 20 Executive Support Resolvers (L2 and L3) handling Time Sensitive, Legal, Better Business Bureau, Attorney General’s Office escalations and Corporate Level escalations addressed to the CEO, Executive Leadership Team and Board of Directors. • Liaise with sales, manufacturing, process engineering, and operations teams to reduce number of escalations, improve internal processes and expedite issue resolution. • Conduct weekly/monthly/quarterly reviews with the Director –Operations and heads of various consumer business units. • Review the escalation process through CLCA to identify and eliminate gaps thus reducing the number of executive escalations. • Work on assignments that are unique in nature where strong analytical ability is required in order to resolve or define complex issues. Achievements: • Was awarded ‘Key Cross-Functional Contributor’ by the business for streamlining the Technical Executive Escalation Process. • Cross-trained all the Executive Support Resolvers on the various consumer product lines and segments for optimal resolver utilization. • Successfully reduced the turnaround time of Executive escalations resolution by 50% as compared to Q1 and Q2.

Education

Education

Diploma

2000 - 2004
Nitte Rukmini Adyanthaya Memorial Polytechnic

Pre-University

1998 - 2000
St Aloysius College

1991 - 1998
Sudarshan Vidya Mandir

Skills

Skills

Program Implementation

Training & Development

IT Transformation

Program Management

Lean Initiatives

Certifications

Certifications

ISO 27001:2013

ITIL V3.0 Foundation

Portfolio

Portfolio