Summary
Overview
Work History
Education
Skills
Interests
Certification
Accomplishments
Timeline
Generic
JAMES VIKRAM

JAMES VIKRAM

Bengaluru

Summary

Motivated versatile go to person with more than 21+ years of experience recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings. Ready for a new position where attention to detail and a wide knowledge of technology can be utilized.

Overview

22
22
years of professional experience
13
13
Certification

Work History

Associate Director

Iqvia
Bengaluru
05.2022 - 06.2023
  • Delivery management of Customer engagement products involving cloud-based solutions using
    Salesforce and other technologies in pharma sales domain
  • End-to-end managed services delivery for IT application products of IQVIA for over 50+ pharma clients
  • IT service management, Delivery and stakeholder management
  • Manage SOWs for both managed services and work order requests
  • Delivery as per SLAs and KPIs
  • Change management for product enhancements, version upgrades and bug-fixes using agile framework
  • Post-implementation delivery of application services
  • Operational governance and risk management for multiple client engagement
  • Competence development of my team using skill gap analysis matrix
  • Flight risk measurement and remediation planning

Vice President of Operations

Scalenework People Solutions
Bengaluru
11.2021 - 05.2022
  • Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects.
  • Cultivated and maintained positive working relationships with employees, executives and other stakeholders.
  • Coordinated work across departments to keep teams on track with company goals.
  • Brought about substantial operational improvements by reworking policies and enhancing enforcement.

Portfolio Lead

Capgemini Technology Solutions Pvt Ltd
Bengaluru
06.2018 - 11.2021
  • Managing 100+ FTE's working in shifts on a rotation basis (24 X 7 support team)
  • Managing multiple (level 1 and level 2 support) teams and driving production support activities efficiently
  • High degree of interaction with clients and follow up
  • Working closely with onshore counterparts and managing stakeholder expectation
  • Excellent problem solving and communications skills
  • Performing under pressure and meeting SLAs with above 99%
  • Managing teams across Hyderabad and Bangalore and report to engagement head
  • Work with multiple Business units of the Bank IT and business
  • Reviewing service management aspects, look at trend analysis, maintain SLAs within thresholds
  • Change and Release Management (AIG), 19)
  • Heading complete delivery from offshore center and also heading client engagement with day to day delivery related updates, weekly status reviews and monthly reviews along with Stakeholders
  • Responsible in managing EMEA market with over 250 application support for the client via Configuration Management team
  • Managing small team size of 15 software engineers consisting of Configuration management, Testing, Automation and Dev-ops
  • Responsible for setting up yearly KRA's and KPI across teams
  • Responsible to create new reports and also daily, monthly and quarterly reviews with internal and external customers
  • Responsible to project manage any upcoming projects and ensure transition of the same.

Vice President

Kingsman Solution Pvt Ltd
10.2017 - 04.2018
  • Involved in the sales strategy including defining the sales and Go to market strategy for the various offerings of the company.

Technical Escalation Manager

Hewlett Packard Enterprise India Pvt Ltd
05.2016 - 10.2017
  • Customer service and Escalations Management- Servers, Storage and Networking
  • Provide consistent worldwide escalation management for solving complex problems quickly and efficiently
  • Each customer situation is unique, and as such, in partnership with the customer, the
  • Technical Escalation Manager (TEM) is responsible for the successful conclusion of the escalation
  • Leverages and leads all Hewlett Packard Enterprise resources to effectively and quickly resolve escalated issues to mitigate customer business risk
  • Responsible for coordinating and communicating high level Hewlett Packard
  • Enterprise support activities for Mission Critical and Enterprise Accounts in the East
  • Region of the United States and Canada

Senior Manager

Scaleneworks People Solution LLP
BANGALORE
02.2014 - 03.2016
  • Managed service delivery (POFU) of onboarding process for over 2000 employee joiners of a Large Indian Services company based out of Noida month on month with a 73% gross margin for ScaleneWorks and net savings of $2,650,000 for the client in 8 months
  • Managed service delivery (Screening) for 15000+ candidates month on month with a 42% gross margin for ScaleneWorks and net savings of $2,100,000 for the client in 12 months
  • Manage Talent Acquisition Service delivery Screening/POFU Project for a large Indian
  • Services company India ⇒ Set up operational framework matrices along with GM operations aligned to Clients
  • SLA's ⇒ Co-Create billing models and agreements for the project ⇒ Bring about a minimum of 25% revenue growth YoY aligned with company goals ⇒ Ensure key initiatives with regards to project is executed flawlessly and measured in time to time ⇒ Created various Incentives plans from Associate to Manager ⇒ Created KRA/KPI programme specific dashboard for across levels of the organization
  • Achievements: ⇒ Created new line of business in the form of BPO ⇒ Transitioned inbound technical process and set up the entire BPO line of business for
  • Scaleneworks ⇒ Built a value added team of 50+ in the BPO domain ⇒ Received Award and Employee of the month for going beyond call of Duty and setting up new business

Founding Member and Director

Qprosys Global Services Pvt Ltd
BANGALORE
05.2012 - 12.2013
  • Founded my own firm under the above banner in May 2012
  • Set up the complete operations, Org structure
  • Responsible for effective implementation of all operational and administrative aspects of the organization
  • Ensure that all activities operate consistently and ethically within the mission and values of the organization
  • Collaborate with the senior management team to improve administrative procedures and operational services
  • In collaboration with the team, plan and coordinate financial and business planning, and execute the annual budget process as relevant to all operational and administrative aspects of the organization
  • Oversee risk management, regulatory oversight, and legal activities: letters of agreement, contracts, leases, and other legal documents and agreements
  • Business insurance: procurement, monitoring and management
  • Support and advise the senior management team in decision-making
  • Oversee preparation of and submit an annual operating budget along with the team for review and approval, manage effectively within this budget, and report accurately on progress made and challenges encountered
  • Fundraising and asset management for the organization
  • Oversee the management of human resources including recruiting and hiring, benefits administration, performance evaluations, policies and procedures and other related responsibilities
  • Provides organizational administration of staff and company systems to enable the
  • CEO and the senior management team to effectively carry out their jobs.

Deputy General Manager

REPUCOM INTERNATIONAL
BANGALORE
03.2010 - 04.2012
  • Set up various regions, teams in the media business line (advertisement and brand sector)
  • Handling a team strength of 200+ , which includes multiple regions/business units with 2
  • Sr.Managers, 7 Managers,15 Sr.Analysts ,10 Briefers
  • In charge of Budgeting, Forecasting and Cost cutting
  • Core Member of Overall Organizational development
  • Successfully transitioned 120+ people to a new Facility at Whitefield
  • Set up various seasonal projects for Major League Baseball, NBA, NCAA, NFL,NHL and delivered
  • Been in charge of setting up new unit for Golf and Special Motorsports team
  • Currently Involved in setting up a special Singapore production unit at Bangalore office
  • Day to day interaction with all the decision makers involved across regions
  • Working closely with the sales/management team across regions to update status of jobs on a day to day basis
  • Ensuring that the jobs are delivered on time while closely monitoring the entire work flow production including Footage retrieval and Online team
  • Monitoring job times (Efficiency) and ensuring they are maintained and improved on
  • Providing Monthly/Weekly/Daily Feedback to COO/VP and Board Members
  • Working with the Managers to assign jobs for use by Senior analysts (Planning daily workload)
  • Ensuring fixtures are completed on time & within preexisting time allocations

Business Development Manager

MAGNA INFOTECH PVT. LTD
BANGALORE
10.2009 - 03.2010
  • Forging Client Interaction and Relationship management to generate consistent requirements and deliver results promptly
  • Providing change management plan to the management on organization assessment, strategic planning, team development, training and business case development
  • Strong focus on pushing the organization to become a preferred vendor among all the exiting clientele
  • Identifying client business needs and challenges, forecast requirements and work on a customized service solution
  • Keeping a close eye on optimal entry points to build a strong revenue pipeline
  • Catalyze the delivery team to ensure quality deliverables to the clients.

Technical Support Team Manager

DELL Inc
BANGALORE
09.2006 - 01.2008
  • Mentoring, motivating and guiding the technical support team that provides post-sales customer support of hardware, systems, subsystems and applications utilizing telephone and remote diagnostic capabilities
  • Responsible for achieving the targets set for customer satisfaction levels within the technical support team
  • Assuring quality of all Client specified reports, performing 100% Quality check for their
  • Preparation, accuracy and timeliness
  • Handling manpower management of individual teams and responsible for personal and professional development of key leaders and subordinates
  • Developing individual goals and objectives for direct report
  • Monitoring and assisting the management in the implementation of key initiatives tat might improve business processes and customer service delivery
  • Ensuring availability of latest knowledge on all products / services supported by the call center
  • Interacting with customer counterpart on a regular basis for daily operational activities
  • Preparing accurate and timely Internal Reports for providing feed back to the operations manager.

Transition Manager

NIRVANA BUSINESS SOLUTIONS PVT LTD
BANGALORE
05.2003 - 09.2006
  • Managing end to end implementation of multiple projects efficiently across regions helping the company to align itself to its global delivery structure and achieving its financial goals
  • Provided support, Counseled and guided the team for their development in terms of
  • Performance, Career and Personality
  • Successfully handled & managed HR, IT and Admin related issues
  • Take initiative to solve any Operations/Technical/Support related issues, which can hinder the performance of the team and also to set goals for the team
  • Managing the financial transition activities, business environment, estimating schedules and risk management
  • Leading the activities of acquiring staff, training, quality assurance, reporting and asset/infrastructure management and setting up the governance model
  • Responsible for staffing, preparation of roster and attendance reports and billing reports
  • Achievements:
  • Successful transition and implementation of ten projects till date
  • Made $2 Million profit from across regions
  • Achieved an average rating of 4 on a scale of 5 in the client satisfaction survey consistently for the Year 2005
  • Achieved Excellent rating for the project in the customer satisfaction survey.

Team Leader

MANIPAL INFOCOM
BANGALORE
03.2002 - 04.2003
  • Lead a group of 15 consultants, responsible for achieving quality and critical performance metrics set by the clients
  • Being a senior member, guided & motivated the team, handling client escalations, training calls with clients, and conducting appraisals
  • Involved with the improvement of three critical performance metrics using Six Sigma methodology
  • Provided efficient Client/Customer Service through discussions & prompt resolution of their queries for ensuring client satisfaction & to gain repeat & referral business
  • Coordinated with different departments of the agency for ensuring timely delivery of clients' orders
  • Achievements:
  • Was part of the group responsible in setting up the internal quality function for the website process in Dial M
  • Achieved substantial improvement in the process metrics and helped the process become the global leader in majority of performance metrics
  • Initiated and designed the MIS system to capture process and schedule adherence data and set-up strong process measures to reduce variance and improve % occupancy and efficiency metrics
  • Call pattern analysis and processes around it to control variance in handle time, plan trainings and effectively maintain SLA

Customer Support Officer, Trainer

ICICI ONE SOURCE
BANGALORE
08.2001 - 02.2002
  • Was responsible for managing teams, motivating and training them for getting better business
  • Accountable for transaction monitoring & feedback from clients
  • Was responsible for coordination with the clients and participation in customer feedback
  • Involved with trainer calls, call pattern analysis, quality calibration calls etc
  • Handling staffing & scheduling, weekly reviews, presenting MBRs and QBRs to seniors
  • Accountable for reporting the daily process metrics

Education

MASTERS OF BUSINESS ADMINISTRATION -

Victoria University
01.2009

Bachelor of Business Administration -

Madras University

Skills

  • Programme Management
  • Project Management
  • Customer Relationship Management
  • Client management
  • Operations Management
  • Transition
  • Team Management
  • Quality & Training Administrative,
  • Relationship management
  • Business services support
  • Disaster Recovery
  • Business Process Improvement

Interests

  • Undergone Problem solving processes & techniques/Time Management/CCMT/YB six sigma Training
  • Acquired a certified training in customer Service through Call Center College
  • Conducted a Seminar on interpersonal Skills, Team building & planning ,U.S/U.K Culture & Accent

Certification

  • Six Sigma Whitebelt Certified
  • Certified Process Mapping Specialist
  • Safe Agilist 5.0- Scaled Agile
  • Connected Manager - Harvard University & Capgemini
  • BSI ISO 22301 certified - BCM Lead Implementor
  • Engagement Manager Level 1 certified
  • The Managers Toolkit: A practical guide to managing people at work - University of London
  • Introduction to AI- IBM
  • Giving Helpful Feedback - University of Colorado Denver
  • Customer- IT Strategy - University of Virginia
  • Agile Meets design Thinking - University of Virginia
  • AWS Fundamentals - Going Cloud Native

Accomplishments

  • Won First prize for Testing practice for the best Automation case study - 2019
  • Recognized as Unity Ambassador for 2021 at Capgemini for outstanding performance and team contributions.
  • Recognized for best team and client feedback 2019
  • Recognized at multiple client feedback for over all delivery

Timeline

Associate Director

Iqvia
05.2022 - 06.2023

Vice President of Operations

Scalenework People Solutions
11.2021 - 05.2022

Portfolio Lead

Capgemini Technology Solutions Pvt Ltd
06.2018 - 11.2021

Vice President

Kingsman Solution Pvt Ltd
10.2017 - 04.2018

Technical Escalation Manager

Hewlett Packard Enterprise India Pvt Ltd
05.2016 - 10.2017

Senior Manager

Scaleneworks People Solution LLP
02.2014 - 03.2016

Founding Member and Director

Qprosys Global Services Pvt Ltd
05.2012 - 12.2013

Deputy General Manager

REPUCOM INTERNATIONAL
03.2010 - 04.2012

Business Development Manager

MAGNA INFOTECH PVT. LTD
10.2009 - 03.2010

Technical Support Team Manager

DELL Inc
09.2006 - 01.2008

Transition Manager

NIRVANA BUSINESS SOLUTIONS PVT LTD
05.2003 - 09.2006

Team Leader

MANIPAL INFOCOM
03.2002 - 04.2003

Customer Support Officer, Trainer

ICICI ONE SOURCE
08.2001 - 02.2002

MASTERS OF BUSINESS ADMINISTRATION -

Victoria University

Bachelor of Business Administration -

Madras University

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JAMES VIKRAM