Fatha Ansari Manjankhan
Bangalore
Summary
Associate Director with 20+ years of relevant experience in managed services environment. Experience managing large-scale clients and engagements. Strong knowledge of IT Service Management (ITSM) processes. Experience in managing support and maintenance engagements across various IT areas. Experience in developing practices and driving value. Ability to operate independently and partner effectively across disciplines and geographies. Experience working with cross-functional teams. Solid technical background in infrastructure environment. Strong communication skills to interface with high-level customer representatives and senior leadership. Solid understanding of ITIL, Kanban, Agile, and waterfall delivery methodologies. A keen planner, strategist & implementer with expertise in managing teams with key focus on customer delight and hidden dimension of profitability and growth.
Overview
21
21
years of professional experience
Work History
Offshore Program Director
Cognizant Technology Solutions
12.2008 - Current
- Oversee service delivery for global database support services which includes on-prim and cloud databases on Microsoft Azure
- Successful service delivery of the project, met all the contractual commitments without paying any penalty from last 6 years
- Managing $12M revenue with 11 teams (200+ members) various database technologies (ORACLE, MS SQL, SYBASE, DB2 and Mainframe DB2) and delivered the support services for ~10k database instances across the globe
- Responsible for results of the service line including resource utilization, SLA’s, contractual commitments, people management, attrition, and skills development
- Coordinating with different Infrastructure and application teams to ensure smooth functioning of the teams
- Responsible for the performance management, coaching, mentoring, disciplinary actions, motivating and developing the team
- Frontend customer calls to deliver the Monthly/ Quarterly service review status with Sr
- Leadership team including Sr
- Directors and VP
- Driving employee recognition culture in the team, ensured the good performers are rewarded and celebrated in the team
- Liaison with billing and supplier relationship management teams and have fixed billing reconciliation issues without escalations.
Technical Support Expert
Dell Inc.
11.2004 - 09.2008
- General Desktop / Laptop Support for Dell Inspiron, Latitude, OptiPlex, Dimension Models
- Responsible for research, acquisition and resolving technical issues of all Hardware systems related to Dell, hardware peripherals
- Demonstrated skill in training and supporting end-users on floor to achieve performance objective.
Customer First Services (P) Ltd
03.2003 - 11.2004
- Project: Epson Printer Support
- Installation of printers (Dot-matrix, Inkjet, Laser) Scanners & multifunctional devices
- Resolving technical issues like Installation & configuration of network printers and adjusting the High-end Dot-matrix printer settings according to customer’s requirement
- Generating revenue via cartridge sales and delivery
- Training the new hires on Service Delivery System and Quality Management
- Preparing and submitting MIS reports on daily, monthly & yearly basis to the team manager.
Service Delivery Manager
Cognizant Technology Solutions
- Managed Network Operations Center (NOC) with 5 teams (X1 NOC, X1 Triage Service Desk, Cloud Triage Desk, OP5 monitoring and Release Management) which includes 100+ members with 8 Shift Leads
- Agile delivery, successfully managed these teams for 2 years, ensured work is correctly scoped and resources staffed accordingly
- Meeting the deliverables as per the sprints, escalating to senior leadership and all the right stakeholders on dependencies
- Conducting regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff
- Ensure Project is green on compliance and audit activities from Delivery Excellence team and Delivery Assurance Group, Cognizant Corporate Audit teams
- Ensure all the RISKs are properly documented, communicated with appropriate mitigation and contingency plans.
Operations Manager
Cognizant Technology Solutions
- Managed a team of 54 NOC engineers
- Managing day to day operations, escalations and facilitate resolution of incidents impacting the customer and act as a central point to coordinate resolution of service
- Ensured Incident and critical situation management processes are followed, broadcasting communication on status of major incidents to right stakeholders.
Education
Bachelor of Science -
Al-Ameen College of Arts & Science
Bangalore10-2001
Skills
- Strategic leadership
- End to end customer service operations
- IT service Management
- Project Management
- Operations Management
- Quality Management
- People Management
- Team Collaboration
- Training & Development
- Client relationship Management
- Contractual reporting and commitments
Education And Certifications
- B.Sc (electronics & comm.)
- SAFe 6.0 certified
- SRE Practitioner certified
- Microsoft Azure Fundamentals certified (AZ – 900)
- TOGAF 9.2 (Enterprise Architect)
- PRINCE2 Foundation & Practitioner Certification
- Completed ITIL 2011 FOUNDATION Certification
- Completed ITIL Intermediate Service Transition Certification.
- Completed ITIL Intermediate Service Operations Certification.
- Completed ITIL Intermediate Continual Service Improvement Certification.
- Completed CompTIA A+ Certified.
- Completed Cisco Certified Network Associate (CCNA)
Areas Of Excellence
- Strategic Leadership
- End to end customer service operations
- IT service Management
- Project Management
- Operations Management
- Quality Management
- People Management
- Team Collaboration
- Training & Development
- Client relationship Management
- Contractual reporting and commitments
Disclaimer
Bangalore, MM/DD/YY, Fatha Ansari Manjankhan
Timeline
Offshore Program Director
Cognizant Technology Solutions
12.2008 - Current
Technical Support Expert
Dell Inc.
11.2004 - 09.2008
Customer First Services (P) Ltd
03.2003 - 11.2004
Service Delivery Manager
Cognizant Technology Solutions
Operations Manager
Cognizant Technology Solutions
Bachelor of Science -
Al-Ameen College of Arts & Science
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