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Summary

14+ years of experience in managed IT services industry, with Business Process and IT Service Operations background and a passion for consistently delivering enhanced Customer Experience. 

Tenure at Netmagic, a startup in the year 2000, started off with initiating and implementing the Service Desk for managed IT & datacenter services. Initiated by manning the help desk single-handedly and later implemented an efficient Customer Care team of 10 members, handling the customers’ technical queries and issues on existing and ongoing setups. Trained non-IT professionals to answer technical queries and carry out first time resolution (FTR), thus leading to improved response time and overall customer satisfaction. Have been responsible for standardising customer communication for Netmagic IT operations.

After setting up a robust customer care team, moved on to implement the ITIL framework within the Network Operations Centre and Service Operations team. Implemented IT Operational Excellence by streamlining and designing processes to align with the corporate and strategic goals, thus ensuring optimum utilisation of resources and assets. Implemented continual improvement cycle for the IT operational processes involving employees as well as the leadership team. Responsible for various external audits for organisation certification on ISO 27001 (formerly BS7799-2), ISO 9001:2008 & ISO 20000. Due to excellent rapport with customers, have been an integral part of datacenter migration projects; primarily being responsible for planning, communication, execution, tracking and reporting of the entire project. Additionally played a key role in building the customer self-service portal. 

After almost 11 yrs of being a part of the Operations team, moved on to the business side with an important role, to build and lead the Governance function for Netmagic. Using value chain analysis, have been instrumental in designing, implementing and automating various process governance frameworks. Built and mentored a team of 7 process champions for implementing IT and process governance at the enterprise level. Have been responsible for process awareness within the organisation via regular trainings and awareness sessions. Integral part of the Automation division, playing a pivotal role developing various systems; operations business support (CRM), human resource management, visitor management, transactional survey and centralised digital signature for outbound mails. Also ensuring continual improvement on tools / applications (SugarCRM, internal OSS tool NBSS, Customer portal myNetmagic, ERP PeopleSoft) by bringing in feature enhancements, strengthening integration & eliminating manual interventions. Additionally in this role, was made responsible for the centralised documentation function; thus ensuring organisation policies, manuals, processes and procedure documents are standardised and centrally available on the document management system (DMS). Delivered the customer handbook; a bible for Netmagic customers on all their queries related to operations management, datacenter guidelines, pre and post sales, billing, finance, order and other related processes.

Prior to joining Netmagic, have been part of the Customer Care team at Imkemex International, playing a crucial role in customer and order management. Alongwith co-ordination with customers, this role also involved challenging co-ordinations with shippers & excise authorities. A prior role in the Customer Representative position at Chromatic Dyestuff was the initial step into the professional world and a customer focussed career span of 17+ years. 

With a Bachelors degree in Commerce and being completely ignorant of the IT world; just through sheer hard work, perseverance, problem-solving skills and never give-up attitude, have attained immense knowledge and experience in business process management, compliance and IT operations. Have had a customer focussed approach all through the career span and various positions held.

Work History

Oct 2012Feb 2015

GM - Governance, Risk, Compliance & Automation

Netmagic Solutions Pvt. Ltd. (An NTT Communications Company)

Head - IT Governance

Groomed a team of Process Champions responsible for implementing IT & process governance within all functions.

Assisted Head of Department in planning and executing the annual budget

PROCESS GOVERNANCE 

Implemented various GRC framework; both internally at Netmagic & also customer organizations.  

Process automation; both internally at Netmagic & also customer organizations.

Designed, implemented and ensured continuous improvement of various Process Governance framework to ensure compliance with required standards

Responsible for ensuring & monitoring all organisational policies and controls for effective operations, informed decision-making, management of risk, and optimization of value

Standardized various business & operational processes, thus leveraging best practices consistently & maximizing efficient operations as well as resource usage.

Responsible for process awareness within the organisation (functional & cross-functional); effectively delivered via regular trainings & awareness sessions.

Increases operational efficiency and customer satisfaction through process standardisation & continuous improvement

AUTOMATION

Responsible for identifying process automation opportunities within the organisation

Converted these opportunities into projects & delivered the final automation.

Integral part of the Automation division, ensuring continual improvement on tools/applications(SugarCRM, internal OSS tool NBSS, Customer portal myNetmagic, ERP PeopleSoft) by bringing in feature enhancements, strengthening integration & eliminating manual interventions.

Interaction with customers to identify potentials for changes & integration of internal tools and applications with third-party tools & applications

CENTRALIZED DOCUMENTATION

Responsible for Centralized Documentation function.

Standardization & management of documents viz, Organization policies, manuals, process & procedure documents generated within the organization's quality system.

Apr 2012Sep 2012

GM - Service Operations

Netmagic Solutions Pvt. Ltd. (An NTT Communications Company)

Lead - Operational Excellence

Responsible for building a team of Process Managers, governing various IT operation processes

Responsible for implementing ITIL framework within Operations

Responsible for centralised outbound & pro-active customer communication on service disruptions & maintenance notifications

Focus on Quality & Process Improvement by driving Automation & Training within Service Operations

Focus on delivering customer satisfaction by continuous evolution of various operational processes

Planned & conducted periodic Process and Internal audits to maintain ISMS, ITSM & QMS compliance standards

Responsible for various external audits for organisation certification on ISO 27001 (formerly BS7799-2), ISO 9001:2008 & ISO 20000

Developed Best Practice guidelines for customers (Customer Handbook)

Developed process documents; both internal & customer facing

Integral part of internal & customer datacenter migration projects

Apr 2011Mar 2012

DGM - Service Operations

Netmagic Solutions Pvt. Ltd. (An NTT Communications Company)

Lead - Operational Excellence

Implemented Operational Excellence function

Responsible for governing ITIL processes within Operations

Responsible for centralised outbound & pro-active customer communication on service disruptions & maintenance notifications

Focus on Quality & Process Improvement by driving Automation & Training within Service Operations

Focus on delivering customer satisfaction by continuous evolution of various operational processes

Planned & conducted periodic Process and Internal audits to maintain ISMS, ITSM & QMS compliance standards

Responsible for various external audits for organisation certification on ISO 27001 (formerly BS7799-2), ISO 9001:2008 & ISO 20000

Developed Best Practice guidelines for customers (Customer Handbook)

Developed process documents; both internal & customer facing

Integral part of internal & customer datacenter migration projects

Nov 2000Mar 2011

Head - Customer Care

Netmagic Solutions Pvt. Ltd.

Initiated & implemented the Helpdesk & Customer Care function in Netmagic. Started from a single, self run customer support desk & gradually implemented a full-fledged Customer Service Department within Netmagic.

Created technical documents for FTR (First-Time-Response) & basic trouble-shooting for Helpdesk function

Created Service Provisioning task lists for effective & standardized service delivery

In-depth knowledge of various CRM tools, including Remedy & in-house designed tool currently in use

Expertise in procuring & registering domains & digital certificates

Nov 1996Jun 1998

Customer Care Representative

Imkemex International Ltd.

Co-ordination with Shippers, Transporters & operations team for delivery of imported chemicals to customers pan-India
Follow-up for documentation like the B/L, Certificate of Origin, Invoices etc.
Prepared MIS reports and Daily Status Reports

Jun 1995Oct 1996

Customer Care Executive

Chromatic Dyestuff Ltd.

Co-ordination with C&F agents, internal teams & customers for export of chemicals
Sending proposals & orders to customers
Arranging delivery of material from warehouse till customer's port of delivery
Handling the process documentation

Certifications

May 2014Present

Advanced Auditing for CSA STAR Certification

BSI
Dec 2013Present

COBIT 5 Foundation

APMG-International
Mar 2012Present

Awareness Training on PAS 99

BSI
Mar 2012Present

ISO/IEC 20000:2011 Information Technology Service Management Internal Auditor Course

BSI
May 2010Present

Integrated Internal Auditor Course

BSI
Mar 2010Present

ITIL V3 Foundation Examination

APM group
Jun 2008Present

BS ISO/IEC 27001:2005 Information Security Management System Implementation Course

BSI

Projects

Datacenter migration

Integral part of datacenter migration team. Migration involving physical & virtual assets; both internal & customers from one datacenter to another as a part of relocation. Responsible for planning, communication, execution, tracking & reporting the entire project.

Tools / Applications initiated & implemented along with  integration with existing systems

1. Business Support System (CRM) for Operations (Ticketing module, Provisioning task module, Customer database, Asset Management module, Change Management module)

2. Customer Self Service portal

3. Human Resource Management System

4. Visitor Management System

5. Transactional Survey system

6. Centralized Digital Signatures for outbound emails

Internal Process Automation (Project Phoenix)

Part of the core team responsible for initiating, planning, driving & executing a major internal automation project. The  project involved redefining OSS & BSS processes, automating them and thus integration of various automated tools (SugarCRM, In-house developed ticketing system, In-house developed customer portal, in-house developed Cloud Provisioning portal, PeopleSoft & Digital signature).

Skills

Business Process Expert
IT Service Management & Operations
Exceptional Leadership skills
Excellent Communication; verbal, written & listening
Easily adaptable to high-paced & multi-tasking environment

Education

Jun 1994Mar 1995

Bachelor of Commerce

University of Mumbai
Jun 1989Mar 1990

SSC

St' Annes High School, Borivali

Text Section

Marital status - Married

Recommendations - Available on Linkedin profile page. Additional references available on request.


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