Ajoy Paul

Role : Service delivery lead

Team size : 40

Clients : Accenture CIO (Internal), Rio Tinto, Sanofi, Shared Service Ops (Level 2 support) & Staples

• Production roll out of products / services like Email on mobile (Airwatch & MS Intune), MS Direct Access, Privilege Management Guard (Admin Right for workstations), VMWare Horizon Flex (BYOC) for Accenture globally
• 10% operational cost reduction YoY by the way of automation, process improvement, technical skill enhancements
• Managing attrition below 5% through people engagement, connects, skill enhancement, role rotation, trust building
• Developed cross functional skill development plan to manage unplanned attrition
• Achieved & sustained workstation product compliance at 99.5% consistently over the years
• Successfully completed audit (external & internal) with NIL non-conformance (NC)
• Successfully completed 2 transitions for external clients
• Key contributor in setting up Shared Service Operations for ~15 clients to support Level 1.5 / Level 2 issues
• Helped Accenture Dalian to set up Shared Service Operations team. Trained the initial team of 12 resources at Dalian, China on tools & process.

Role : Service delivery lead

Team size : 3

Clients : Multiple clients

• Expanded service franchisee network across major locations
• Evaluated & appointed service franchisee by assessing technical & operations skills, commitment, geographic reach to maintain high product uptime, commitment, cost controls and maximize business operational efficiency.
• Support business development by introducing attractive schemes, setting targets for service partners
• Improved operational planning and business frameworks to enhance resource utilization and reduce waste
• Applied customer feedback to develop process improvements and support long-term business needs
• Training on Acer India servers & workstations to service franchisee engineers
• Performance evaluation of service franchisee based on the parameters like technical skills, call resolution, process adherence, support revenue etc.

Role : Service delivery lead

Team size : 4

Clients : Multiple clients

• Level 2 support for Server OS, Database & escalations support
• Training on Wipro servers & workstations to service franchisee engineers
• Performance evaluation of service franchisee based on the parameters like technical skills, call resolution, process adherence, support revenue etc.
• Training new joiners
• Support revenue generation
• Account management

Role : Service delivery Engineer

Clients : Multiple clients

• Warranty support for PCL range of servers & workstations. Managed over 50 accounts in Assam & around
• Product demonstration to prospective customers based on the required configuration
• Support business generation by AMC, Upgrade sales etc. Achieved 100% target YoY