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Ashok Murugan
Senior Delivery Manager
Bangalore
Summary
Senior Delivery Manager with extensive experience in end-to-end management of Infrastructure (Server, Storage, Backup, Database team and application teams) with rich Onshore and Offshore experience, having essayed the roles of a Delivery manager, Team lead, SME, ensuring deliveries are within timelines, budget & quality parameters & best practice guidelines targeting Techno-Managerial position in IT industry.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
5
5
Languages
Work History
Senior Delivery Manager
Fiserv India Pvt. Ltd
Bangalore
03.2019 - Current
- Completed MD Program and aced the assessment center in IBM (Program for identifying potential Managers)
- Received several accolades on multiple occasions like Best Employee, Best SME for the Storage Team
- Conferred with TCS-EMC Performance Award thrice
- Bagged the TCS Recognition Award thrice
- Gained recognition for being the only Product Specialist from TCS for deploying EMCs - the then new feature FLM (Federated Live Migration, Managing a team of 20 members providing infrastructure support for New Payments Platform Australia and also Centralized Service Desk team providing 24/7 support to APAC (NPP) and EMEA(Hosted Agiliti and FCRM clients) regions
- Managing day-to-day operational aspects of the project and engaged in day-to-day client relationship management for delivery activities
- Driving improvement initiatives across the Service Line and taking measures to reduce cost & achieve high efficiency
- Contributing in escalation and crisis management; ensuring 100% compliance to all the agreed SLAs
- Ensured SLA adherence and continuous 100% SLA attainment for 3 years through daily reviews and governance
- Conducting bi-weekly governance calls with the clients and weekly case review calls and ensuring focus on all important deliverables
- Participating and coordinating audit readiness; ensuring regular reporting on service delivery performance
- Leading discussions on operational issues, ensuring engagement and transition activities are completed on time
- Leading the Business continuity and Disaster Recovery plans for the project
- Ensuring the quality service delivery to the client with zero tolerance on the process adherence
- Confirming quality services are delivered with regard to the agreed SLA and mitigating & solving escalations with urgency and determination
- Resolving project issues including budget scope and timelines
- Conducting performance reviews and providing guidance feedback; mentoring and ensuring a developmental experience to the Project Team
- Managing segment level profitability; identifying new revenue opportunities; engaged in driving revenue recognition as well as managing efficiencies while meeting revenue and cost budgets
- Maximizing customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery ; implementing industry leading practices around service delivery
- Measuring relevant key performance indicators (namely SLAs and availability); engaged in identifying, tracking, managing and resolving project issues
- Setting a vision, strategy and execution plan for team members; ensuring to grow talent through hiring and internal development
- Developing leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality
- Defining and collecting metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable; engaged in managing the overall schedule to ensure work is assigned and completed on time in order to ensure organizational effectiveness
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
Delivery Operations Manager
IBM India Pvt Ltd
Bangalore
09.2015 - 01.2019
- Managing a team of 40 members which includes resources across L1, L2, L3, L4 and contractors; ensuring that the team follows IBM Global delivery framework and ITIL framework for service delivery
- Managing day-to-day operational aspects of the project and engaged in day-to-day client relationship management for delivery activities
- Driving improvement initiatives across the Service Line and taking measures to reduce cost & achieve high efficiency
- Contributing in escalation and crisis management; ensuring 100% compliance to all the agreed SLAs
- Ensured SLA adherence and bringing it from 98.3% to 99.6% through daily reviews and governance
- Conducting weekly governance calls with the clients and reviewing and approving all change requests from all service lines
- Participating and coordinating audit readiness; ensuring regular reporting on service delivery performance
- Leading discussions on operational issues, ensuring engagement and transition activities are completed on time
- Confirming compliance and control posture in GREEN status
- Ensuring the quality service delivery to the client with zero tolerance on the process adherence
- Steering process behavior analysis on weekly data and RCA for team performance and productivity trend analysis; analyzing resource utilization and project workload analysis
- Mentoring Technical Support Engineers and helping them plan their career and set objectives
- Confirming quality services are delivered with regard to the agreed SLA and mitigating & solving escalations with urgency and determination
- Resolving project issues including budget scope and timelines
- Conducting performance reviews and providing guidance feedback; mentoring and ensuring a developmental experience to the Project Team
- Managing segment level profitability; identifying new revenue opportunities; engaged in driving revenue recognition as well as managing efficiencies while meeting revenue and cost budgets
- Maximizing customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery ; implementing industry leading practices around service delivery
- Measuring relevant key performance indicators (namely SLAs and availability); engaged in identifying, tracking, managing and resolving project issues
- Setting a vision, strategy and execution plan for team members; ensuring to grow talent through hiring and internal development
- Developing leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality
- Defining and collecting metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable; engaged in managing the overall schedule to ensure work is assigned and completed on time in order to ensure organizational effectiveness
- Mentoring freshers of the organization; identifying customization needs and performing gap fit analysis
Team Lead and SME
IBM India Pvt. Ltd
Bangalore
03.2013 - 09.2015
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Tracked receipts, employee hours and inventory movements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reported on updates to project specifications and progress.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Coached team members in techniques necessary to complete job tasks.
Education
Senior Management Programme - Senior Management
Indian Institute of Management
Kozhikode 04.2021 - 04.2022
B.E - Computer Science
CMRIT
Pre University - Computer Science
St. Josephs Boys College
SSLC - undefined
Cadambi Vidya Kendra
Skills
People Management ~ Solutions Delivery ~ ITIL & Agileundefined
Accomplishments
- Agile Workshop – IBM internal
- ITIL Workshop – IBM internal
- Global Delivery Framework boot camp – IBM internal
- Symmetrix Configuration Management (MR-1CP-SYMCFG)
- Symmetrix Business Continuity Management (MR-1CP-SYMBCMGMT)
- Symmetrix Performance Workshop (MR-1CP-SPERET)
- Introduction to L2 Fibre Channel Administration and Theory (CFA 280)
- Brocade CFP-380: Advanced Fibre Channel Administration and Theory
- Designing Cisco Storage Networking Solutions v.4.0 (DCMDS) - Instructor Led
- EMC Open Replicator Workshop - Bangalore – EMC in 2008
Additional Information
- NOTABLE ACCOMPLISHMENTS ACROSS THE CAREER , Part of 30 selected members for Global Leadership Council at Fiserv GS Winner of prestigious BEST Team award at 2021 Fiserv GS Annual awards Conferred with(at IBM): Prestigious Directors Choice Award directly from the customer (Telstra) twice (2014 and 2015) Best Employee of the Year Award (2015) Got nominated from the account for Economic Times Young Leader Program
Interests
Coffee connosier
Badminton
Gardening
Timeline
Senior Management Programme - Senior Management
Indian Institute of Management
04.2021 - 04.2022
Senior Delivery Manager
Fiserv India Pvt. Ltd
03.2019 - Current
Delivery Operations Manager
IBM India Pvt Ltd
09.2015 - 01.2019
Team Lead and SME
IBM India Pvt. Ltd
03.2013 - 09.2015
B.E - Computer Science
CMRIT
Pre University - Computer Science
St. Josephs Boys College
SSLC - undefined
Cadambi Vidya Kendra
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