Manish Jain

To excel in Agile Framework where I can apply my analytical and problem-solving skills to the ever-changing world of technology and render my abilities and services to the organization most effectively. As a professional I am creative, innovative, committed towards work and always look ahead to work in a challenging environment and strive for excellence.

• Overall 19+ years of work experience in IT Industry which includes Service Delivery Management, Project Management, IT Operations, Service Management under Agile framework.
• Experience of Service Delivery to manage IT Infrastructure spread across in multiple GEOs (USA/UK/APAC/EMEA etc) , co- ordination with cross functional teams split in multiple geos, ensure squad members are motivated, monitored and measured in line with squad target, responsible to remove impediments to improve the service delivery performance & quality.
• End to End Solutioning and Implementation of Complex, Large, Critical, Client (customer) facing projects spanned across
  multiple IT Towers, Multiple Vendors, 3rd Party, Diverse and distributed teams in different geography and time zones i.e. AMER, EMEA, LA and APAC.
• Demonstrated success in leading, motivating, and mentoring cross-functional teams for managing IT Operations / Datacenter
  environment, in order to maximize levels of productivity; possess strong customer centric approach.
• Working as bridge between Client and customer Support to help new customers familiarize with the product or service, solve customer issues and drive customer satisfaction, increase customer retention level.
• Experience of Client/Customer Onboarding wherein I do assist and educate new customers on how to use the product & service
  to complete tasks and achieve goals, organize the required trainings to help customer learn about the product/service functionality to achieve customer’s business goals, assess the customers need and values and deliver them on high priority.
• Accountable to do periodic customer satisfaction/ health check wherein I am doing monthly/quarterly check with the customer
  to see how they are comfortable with the product or service (CSAT/NPS) , resolve the issues or queries to make sure the customer renews the product or service, maintain long term customer relationships management.
• Proactive Problem Solving and Handling customers Escalations - quickly responding to red flags, alerts, critical customer
  queries, overdue support tickets to avoid turning into bigger problems or escalations.
• Instrumental in developing various security processes and procedures as per standards and best practices; ensuring compliance to information security policies.
• Managing projects related to new data center build, data center movement, firewall, network, Router/Switches, backup, security
  etc.
• Forward-focused Project Manager with expertise in concepts of end-to-end delivery / program planning & implementation from scope management to activity sequencing, effort & cost estimation, risk analysis to quality management in line with eeguidelines & norms

Microsoft Certified System Engineer (MCSE) in Windows Server 2000

• Successfully migrate 200+ servers from On-prem to IBM Private cloud.
• Successfully migrate 9K+ databases from DST server, assist squad for technical and resource planning.
• Successfully consolidated 30+ domino servers in EMEA & AP GEO.
• Successfully migrate 35+ servers from Japan CIC to India CIC, servers were migrated from Japan on-prem Data servers (Sagimino) to IBM Private Cloud (Ashburn/Dallas).

• IBM Rock Star Award given for excellent contribution towards the success of GTS Services Delivery business and dedication towards achieving client satisfaction.

• IBM Means Service Award is selected by the Leadership Team of GTS Services Delivery and given for excellent contribution towards the success of GTS Services Delivery business and dedication towards achieving client satisfaction.

• 1st Prize for various Employee Engagement Activities (sports & cultural) in IBM.