Gopinaath Mohan

Service Delivery

• Leading Global support services for BFSI portfolio as part of the End-to-End Managed services client contract.
• Led Cyber Recovery services for global clients— execution, testing, and validation—ensuring 100% SLA adherence, achievement of RTO benchmarks through advanced strategies like immutable backups and air-gapped architectures. Complex recovery testing and simulation exercises to validate organizational preparedness.
• Oversaw daily delivery operations, managing cross-functional delivery teams and ensuring timely, high-quality service execution.
• Operationalize and prepare teams to deliver any new scope of work.
• Ensured adherence to all contractual obligations, including performance benchmarks and compliance requirements.
• Chaired operational governance meetings and contributed strategic recommendations for service improvements.
• Built and maintained robust external and internal governance frameworks to monitor and drive performance.
• Managed account focused vendor relationships, site infrastructure, as well as shared service functions
• Collaborated closely with Sales, Business Development, Finance, Transition, and Operations teams to support evolving project needs.
• Ensured that the team has met the training requirements of the contract.

Customer Relationship

• Have successfully developed and maintained relationships with the client’s delivery organization and Dell Internal stakeholders.
• Act as focal point for both Customers and Internal stakeholders for any issue or escalations related to delivery.
• Collaborated with Sr. Leadership to address and improve Customer Satisfaction (CSAT) scores through proactive engagement and issue resolution

Financial Management

• Managed account-level P&L, including revenue forecasting, expense tracking, productivity targets, and capital expense forecasting.
• Led monthly invoicing reviews with clients and addressed billing discrepancies or disputes with senior leadership support.
• Achieved a 10% reduction in delivery resource costs by implementing offshore resourcing strategies.
• Drove cost-optimization initiatives that reduced ticket volumes and improved team productivity through defect prevention measures.

New Business/Service Transitions

• Collaborate with Sales/BD to forecast contract growth or new deals.
• Led delivery workstreams in response to RFIs/RFPs for both new and existing customers.
• Validated Statements of Work (SOWs), SLA commitments, and delivery models for alignment with operational capacity and standards
• Participated in deal reviews, contributing delivery insights and risk assessments for informed decision-making.

• Lead and coordinated critical incident response by assessing business impact and urgency, declaring major incidents, and initiating business continuity or disaster recovery procedures as needed. Facilitate technical bridges, guide recovery teams in identifying and restoring system failures, communicate business-impacting events to management, and ensure a consistent global approach to Major Incident Management.

• Sr. Problem Analyst (06/11-03/14): Root Cause Analysis (RCA) | Chair Post Incident Review call | PIR report for management | Drive Service improvements
• Senior Operations Controller(08/09-05/11): Event Management | Real Time Monitoring | Incident Management | SLA Adherence | Process Transition
• Senior Technical Support Analyst(11/05-08/09): Tech Support for Financial products

• Helpdesk Engineer - Microsoft Client | Call Coach - targeted coaching sessions for Support Engineers

• Provided Technical Support for US consumers - SONY client.