Jagannathan Chakrapani
Senior Director , Practice Head
CHENNAI
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dynamic leader with track record of successfully delivering results. Having more than 25 years of industry experience in Business, IT Support, IT Services & Transformation.
- Leading a Global Hi-performance team in the execution of transformation support and customer care initiatives – 1250+
- Responsible for over $60 M P&L.
- Ability to manage IT in large and complex organization cost efficiently and effectively.
- Demonstrate ease in working in a Global Hybrid environment (On premise/ WFH), spread across global locations.
- Providing leadership in building people, Mentoring, Operation Excellence driving.
- Prioritized and allocated valuable resources to meet business targets.
- Drove strategic improvements to enhance operational and organizational efficiencies.
Overview
29
29
years of professional experience
6
6
years of post-secondary education
Work History
Senior Director
NTT Data Services Ltd.
CHENNAI
12.2010 - Current
- Heading the Practice - Direct Report 10 Total team 1250+
- Responsible for $60 M P&L for the business unit.
- Demonstrate ease in working in a Global Hybrid environment (On premise/ WFH), spread across global locations.
- Leading the high-performance global teams (On premise/ WFH), spread across global locations. Leading large cross-functional teams chartered with multi-technology support & new service development.
- Experience spanning across the sourcing life cycle covering financial and technical due-diligence, technical solution, service delivery model, contract management, SLA, vendor, and performance management.
- Own the overall technical support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement
- Drives the operations metrics that is required to govern ITSM processes globally
- Monitors SLA and IT Operations engineers performance in delivery of assigned task.
- Driving delivery transformations, Automation, Pyramid delivery structure, Continuous Improvement, and cost of delivery.
- Managing hiring, staffing, and maintaining of a diverse and effective workforce.
- Sets strategy, goal, metrics, compiles and analyses statistical data and trends relating to service level compliance and operational effectiveness.
- Supports pre-sales efforts which include deal certification, customer interaction, and supporting Solution Architects on deals.
Center Head, Service Delivery Manager
Wipro Technologies Ltd
CHENNAI
02.2008 - 12.2010
- Heading Remote IT Infrastructure for Chennai and Hyderabad Direct – 7 Total team 360+
- Managing Remote IT infrastructure Service Delivery and Short-term Project teams based out of Chennai and Hyderabad centre for Global customers.
- Responsible for New initiatives to reduce cost and improve performance.
- Responsible for P&L, growth of the Centre and practice
- Responsible to plan, track and manage various delivery and operational metrics and report the same to senior management on a regular basis
- Leading Remote IT infrastructure management delivery and short-term projects teams based out of Mysore & Chennai centre for global clients.
- Responsible to identify key cost drivers and ensure they are optimized. Monitor the performance of the process and assist the teams
- Perform career path guidance and performance reviews for IT staff member’s
- Re-engineer IT organization and key customer process to strengthen quality of service, timely delivery and staff capabilities while improving reliability and reducing costs. Executing projects within budget
- Streamlining the IT Service management processes and helped the organization grow the business with the existing customers
Engineer IT
Motorola India Pvt. Ltd.
CHENNAI
02.2007 - 02.2008
- Managing of IT Operations. Leading a team 13 Highly Qualified Technical Staffs (Aix, wintel, sun, storage, Backup, Database )
- Prepare BCP, DR & BIA Document for all the Applications at Site.
- Manage IT Infrastructure and application systems for high uptime and performance.
- Designing, Implementing & Maintaining Data centre.
- Ensure implementation of software applications and Hardware Infrastructure.
- Preparing & monitoring the schedule of the New Motorola Factory.
- Interface between the Business and the IT Team.
- Review performance with IT team and participate in Management reviews. - Implementing, Monitoring and streamlining the ITIL Process.
- Reviewing with the vendors on their SLA.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
IT Co-coordinator
PEPSICO INDIA HOLDINGS Private Limited
CHENNAI
08.2006 - 02.2007
- Managing of IT Operations for entire South India.
- Leading a team of 4 IT-Managers and 32 engineers.
- Ensure implementation of software applications and Hardware Infrastructure.
- Report the IT Operations of South India to the CFO and IT- Director
- Reviewing with the vendors on their SLA
- Ensure that IT policy is deployed and effectively implemented across the business unit.
Associate – IT Consultant
ITC InfoTech India ltd.
CHENNAI
11.2003 - 08.2006
- Managing of IT Operations of ITC IBD Division spread across 120 locations in India.
- Lead the ITIL implementation across the division and Part of ITIL Implementation across the corporate. - Datacentre designing, Implement and maintaining.
- Reviewing with the vendors on their SLA.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Ensure that IT policy is deployed and effectively implemented across the business unit.
- Preparing BCP/ Disaster Recovery plan for Projects, Applications.
- Implemented the Asset management, Patch management across ITC IB Division.
- Manage IT Infrastructure, services and application systems for high uptime and performance.
- Preparing the Yearly IT Budget.
- Training the users on upcoming applications and IT policy.
Area Manager
Accel ICIM Systems and Services Ltd.
CHENNAI
07.2002 - 10.2003
- Leading a team of 38 Service Engineers.
- Brought up the Visibility of the Company in Gujarat.
- Running the IT services division as the Revenue centre.
- Handling day to day activities of Branches (Ahmedabad/ Baroda).
- Interface with different vendors & partners.
- Developing and maintaining good customer relations.
- Maintain excellent service quality standards.
- Leading the team of professionals placed all over Gujarat and providing training for the Engineers on requirement of project.
- Helping Service Engineers in troubleshooting systems, Servers, OS, Software and designing and implementing network solutions.
Senior Engineer – Systems
INDO GERMAN TOOL ROOM
CHENNAI
05.2001 - 06.2002
- Head of Department, Leading a team of 6 Service Engineers.
- Responsible for the HP-Unix Server Administration, NT Server, LAN, WAN, Data backup & recovery, Disaster Recovery.
- Helping Service Engineers in troubleshooting systems, Servers and Software problems.
- Manage IT Infrastructure, services and application systems for high uptime and performance.
- Developing Software in VB 6.0 Using Oracle, Ms-Access, Crystal Reports
- Report to Factory GM.
Senior Systems Engineer
Metro Computers (Lions Edifice for Service Trust)
CHENNAI
06.1994 - 05.1998
- Responsible for the Entire Network- NT based network of Around 60 computers.
- Administrating UNIX Server and Managing System Hardware Servicing and Maintenance.
- Manage User and Group account, Data backup, data recovery, Disaster Recovery.
- Handling Software Projects in VB 6.0 Using Oracle, Ms-Access and MS-SQL Server and in C programming
Education
Bachelors of Engineering - Computer Science And Engineering
E.V.P Engineering College
Chennai 08.1998 - 05.2001
Diploma - Computer Science And Engineering
Thiru Seven Hills Polytechnic
Chennai 06.1990 - 04.1993
Skills
Team Building and Motivation
Timeline
Senior Director
NTT Data Services Ltd.
12.2010 - Current
Center Head, Service Delivery Manager
Wipro Technologies Ltd
02.2008 - 12.2010
Engineer IT
Motorola India Pvt. Ltd.
02.2007 - 02.2008
IT Co-coordinator
PEPSICO INDIA HOLDINGS Private Limited
08.2006 - 02.2007
Associate – IT Consultant
ITC InfoTech India ltd.
11.2003 - 08.2006
Area Manager
Accel ICIM Systems and Services Ltd.
07.2002 - 10.2003
Senior Engineer – Systems
INDO GERMAN TOOL ROOM
05.2001 - 06.2002
Bachelors of Engineering - Computer Science And Engineering
E.V.P Engineering College
08.1998 - 05.2001
Senior Systems Engineer
Metro Computers (Lions Edifice for Service Trust)
06.1994 - 05.1998
Diploma - Computer Science And Engineering
Thiru Seven Hills Polytechnic
06.1990 - 04.1993
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