Jagannath Vaidya

Account Management/Customer Relationship Management/Project Management.

• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
• Facilitated completion of deliveries and verified documentation.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Planned and managed full Infra project lifecycles, from conception through final completion.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
• Supervised operations of 24-hour Infrastructure services Delivery staffed by 50+ team members
• IT Service Management (ITSM) based on, best practices
  V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  Service Delivery and Service Support areas of Service Level, Availability, Capacity, Financial, and IT Service Continuity Management; Incident, Problem, Change, Release, Configuration Management and Service Desk
  Validate entitlements Maintain Governance and Communication
  Account Maturity and Transformation
  Agile Project Management using Jira
  Maintain SLA Management
  Queue Management
  Ticket Scrubbing
  Driving Backlog to closure
  Address problem tickets
  Maintain Monthly Ops Report
  Legacy Tools, ITM and Net cool & Splunk
  PCM & Perform Preventative Maintenance
  Root Cause Analysis on MIs and recurring issues
  Identify areas for defect prevention
  Tools Remediation - ITM and IEM
  Tool Upgrades Track RFS
  Track Tools related RFS status
  Update Project plans
  Perform Resource Management
  R&R of resources assigned to tools
  Review claim
  Set up daily cadence with team
  Status updates communication to client.

• Attended staff and client meetings and served as liaison to manage operations for account
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential
• Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars
• Contributed to internal and external account reviews with Zero Audit findings.
• Coordinated new hire recruitment, training and development
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
• Supervised Infrastructure services team staffed by 50 team members in improving backup success rates to 99% and above in production environment.

• Handled 4 US based accounts spread across Pharma, Oils & Gas & Financial Services industry with Backup & Recovery tools primarily IBM Tivoli Storage Manager(IBM Spectrum Protect) & Veritas NetBackup with exposure to Storage technologies SAN/NAS & storage devices
• Accounts include:
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Diagnosed and troubleshot hardware, software and network issues.
• Developed and implemented preventive maintenance procedures.
• Researched and identified solutions to technical problems.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured and tested new software and hardware.
• Built strong relationships with customers through positive attitude and attentive response.