Manoj Kumar

A multi-faceted professional, Dynamic and techno-savvy Support Manager offering more than 23 years accomplished experience in IT sector across E2E production management working on L2 Support, Application support and Production support using AWS, Unix, Oracle, SQL, Jenkins, API in Finance & telecom. Qualitative experience in client handling/ Application/production support/ People care/Mentoring/Team Management. Responsible for coordinating large regional reviews and providing a risk and control focused approval mechanism for any new services before they can be rolled out to the customer base. PROFILE SUMMARY Result-oriented iT professional, offering nearly 23 plus years of experience in Technical, Application & Production Support, customer relationship management and escalations, Service Delivery, Service Operations, Service Transition, Application Onboarding, Service Recovery Management, Technology Resiliency, AWS migrations, ITIL methodologies including incident, change, problem, configuration management etc, Risk & Control, Compliance, De-commissioning a wide variety of applications and infrastructure Providing strategic leadership and direction to the Technical Support and application support teams.

• Result-oriented iT professional, offering nearly 23 plus years of experience in Technical, Application & Production Support, customer relationship management and escalations, Service Delivery, Service Operations, Service Transition, Application Onboarding, Service Recovery Management, Technology Resiliency, AWS migrations, ITIL methodologies including incident, change, problem, configuration management etc, Risk & Control, Compliance, De-commissioning a wide variety of applications and infrastructure
• Providing strategic leadership and direction to the Technical Support and application support teams.
• Extensive exposure in providing L2 technical support to various mission critical applications like Salesforce, CRM, Avaloq, Charles River, datawarehouse and so on; gained global exposure by dealing with offshore clients located in France & Geneva, Boston, MA, London, West Caldwell, NJ and Leesburg, VA
• Demonstrated track record of enhancing customer satisfaction and improving support metrics / KRIs while closely managing the costs of providing support services and ensuring customer satisfaction is the key
• Responsible for recruiting and hiring for the department.
• Providing leadership through coaching, feedback, development goals and performance management.
• Skilled in analyzing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex information systems management.
• Well versed with the concepts of ITIL; ensuring that the goals of the Incident/Change/Problem Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLAs
• Client Focused Professional; excels in providing complete support to the customers with a team of Application Support Specialists which includes complete product support, process optimization & so on
• Effective in managing high severity incidents or escalations to ensure service availability with minimal delay and impact towards ensuring smooth operations.
• Went onsite to France & Geneva; Boston, MA; London; West Caldwell, NJ; Leesburg, VA and involved in knowledge transition activities
• Capable of managing, leading & training teams for running successful process operations & experience of developing procedures, service standards for business excellence
• Develop and implement operational strategies and procedures to improve customer support and satisfaction.