IMRAN G. MANSOORI

Tech Mahindra Ltd, part of the Mahindra Group, is a global IT and BPO company headquartered in Pune, India. It provides consulting, networking, cloud, engineering, and cybersecurity solutions to clients across industries like telecom, finance, and healthcare, serving over 1,100 customers in more than 90 countries.

Current Role : Regional Function Head. April 2024 - till date

• Oversee and manage overall IT operations for all Tech Mahindra BPS locations and projects in the West region.
• Lead a regional team of 250+ members, including 5 Delivery Managers handling end-to-end site and project operations.
• Ensure audit compliance, process adherence, and effective datacenter operations across all sites.
• Conduct regular reviews with business teams, stakeholders, and CIO leadership.
• Manage executive and operational reporting, create executive presentations, and represent the CIO in internal and external forums.
• Promote team engagement and motivation through team-building initiatives and recognition programs (RnR).

Past Assignments: Global Head for Centralized ServiceDesk and Service Management Team. - October 2019 – March 2024

· Leads the Centralized Service Desk (CSD) operations, providing IT support for over 1.4 lakh global users and managing Level 1 issue resolution via calls, chat, and remote support.

· Oversees automation initiatives to enhance efficiency and speed of service.

· Acts as a bridge between business and technology teams to ensure seamless service delivery and customer satisfaction.

· Heads Service Management functions for Severity Incident and Problem Management, managing a team that handles high-priority incidents globally.

· Ensures effective incident coordination, communication, RCA tracking, and drives permanent resolutions for recurring issues.

Past Assignments: Program Head - Tech Mahindra Business Services site. - April 2017 – September 2019

TechMahindra Business Services (TMBS), a subsidiary of Tech Mahindra, delivers end-to-end CRM solutions for telecom clients in the UK, Ireland, and Australia, employing over 8,000 staff across its Mumbai and Pune offices.

· As Program Head and Infrastructure Lead for TMBS, oversee technology operations across Mumbai and Pune with a team of about 200 members (including 12 Operations Managers).

· Responsible for ensuring efficient service delivery, strong business-technology collaboration, and high customer satisfaction across all support systems.

HP , one of the leaders in the IT Service Provider; providing a broad range of services.

Current Client: Tech Mahindra Business Services.

Role

· Accountable for Services Delivery for TMBS as per contract. Continuously review service performance to meet customer and business expectations.

· Responsible for end-to-end service delivery for TMBS, ensuring performance meets contractual, customer, and business expectations.

· Drive cost optimization and financial planning to maintain profitability. Conduct regular service and management reviews to enhance delivery effectiveness.

· Implement strong ITSM governance and process optimization for efficiency. Oversee asset utilization, capacity planning, and SLA performance.

· Lead and manage large distributed teams, including vendor resources, with a focus on performance management and continuous improvement.

Wipro Infotech, a leading IT service provider, offers a wide range of technology services.

Wipro Infotech, a leading IT service provider, offered a wide range of technology services. Progressed from Team Leader to Network Administrator, later managing Incident/Crisis Management and Service Desk Operations, eventually taking on People Management responsibilities as an Operations Manager.

Handled BPCL Pan India sites as a National Program Manager

Client: Bharat Petroleum Corporation Ltd. Jan 2009 – Nov 2011

Designation: Program Manager.

Managing BPCL site as a National Program Manager. Handling Chairman's Office, 4 Regional Offices, 2 Refineries and over 350 locations Pan India for IT support. Leading a team of 102 resources for providing support to above locations

Role

· Responsible for ensuring service delivery meets SLA and revenue targets while maintaining high client satisfaction through effective communication and timely issue resolution.

· Conducts regular service and management review meetings, oversees service desk operations, and collaborates with internal teams to meet deliverables.

· Monitors financial performance (Gross and Operating Margins), reviews operational reports (MIS, productivity, SLA), and implements improvement plans.

· Provides coaching to team members to enhance performance and service quality

OTHER PROJECTS

Client: Capita Offshore Business Services Ltd, - Aug 2007 – Dec 2008 .

Designation: Lead IT Operations & Service Desk Roll Out

Role

· Responsible for ensuring smooth service delivery and end-user support by overseeing Service Desk operations.

· Handles incident management with timely communication and root cause analysis (RCA), manages assets and documentation per company standards.

· Conducts internal reviews for process improvement, and promotes team engagement through regular team-building and recognition activities.

Client: WIPRO BPO LTD - Sep 2004 – Jul 2008

Designation: Network Administrator / Team Leader

Role

· Responsible for leading a telecom/network management team and overseeing all network operations.

· Duties include preparing and maintaining site-specific checklists, monitoring and troubleshooting LAN/WAN networks (Cisco routers, L2/L3 switches), and managing DS3, E1, and T1 link issues on MGX, IGX, and routers.

· Acts as a primary point of contact for the Technology Helpdesk, handling escalations, ensuring compliance with BS-7799 procedures, and providing technical and site-specific training to new engineers.

Role

Administration, Tuning, Disk space management, ensuring data security and access control, Trouble shooting & Backups of all Servers. Part of Desktop Management Team for BPO Opertions and software.