Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Maritalstatus
Personal Information
Languages
References
Hobbies and Interests
Timeline
Generic
Manoj Punj

Manoj Punj

Noida

Summary

Proven leader in IT Service Delivery, adept at driving significant client satisfaction and process improvements. At DXC Technology, led a diverse team of 100+ to a 32% reduction in high severity incidents. Skilled in IT Strategy and People Management, I excel in optimizing operations and fostering strong client relationships, demonstrating exceptional analytical and communication capabilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Delivery Manager – Key UK Account

Coforge
01.2022 - Current
  • Overall responsibility of a key account
  • Handling end to end IT Service Delivery which includes managing Operations, Projects, Improvements
  • Heading an overall Team of 90+ resources spread across different locations providing support to the client for Platform, Security, Service Management, Workplace/EUC Platform, Networks, Project Management & Solutions
  • List of Teams/Tracks managed: Platform – Wintel, Active Directory, Cloud (Azure), Database
  • Workplace/EUC – Intune, O365, Field Service, Citrix
  • Security – Anti-virus, Vulnerability scanning, Email security, Web filtering
  • Service Management – Incident Management, Change Management, Problem Management, Service Level Management, Service Request Management
  • Networks
  • Monitoring – OpsRamp, Nagios
  • Project Management & PMO function
  • Client Management – Day to day governance, handling escalations & client visits
  • Ensuring Client satisfaction – Handling Net Promoter Score and the improvement plan drawn from it
  • Ensuring the SLAs are achieved
  • Service quality and client expectations are met or exceeded
  • Establish periodic governance to review account health
  • Upsell standard offerings to generate additional revenue & improve client satisfaction
  • Driving IT infrastructure refresh & modernization related activities
  • Demonstrate Leadership and take complete solution ownership for RFI & RFP responses
  • Procurement and vendor management
  • Lead Internal & External Audits
  • Upskill & Cross skill the team to mitigate risks & achieve cost efficiency
  • Evaluating employee's performance to enhance development and career growth
  • Addressing performance issues
  • Resource planning & forecasting, attrition management.

Lead Service Delivery Manager – Key Swedish Telecom Client

DXC Technology India Pvt Ltd. (Formerly CSC Technologies India Pvt Ltd.)
11.2016 - 01.2022
  • Overall responsibility of a key account
  • Handling end to end IT Service Delivery which includes managing Operations, Projects, Improvements, Architecture Roadmap, Budget, Client Management
  • Designing and implementing strategies, budgets and IT solutions for meeting organizational requirements and growing business needs
  • Implementing need based suitable technologies aligned with business
  • Creating a favourable client relationship to ensure high satisfaction and reference ability using Net Promoter Score by instrumentally supporting account management teams
  • Heading an overall Team of 100+ resources spread across different locations
  • List of Teams/Tracks managed: Platform – Wintel, Active Directory, Unix, Backup, Storage, Database (MS SQL, Oracle, MySQL), Cloud (AWS)
  • Workplace/EUC – Application Packaging/Deployment, Patch Management, e-Inventory, SOE Imaging, Field Service, Messaging, Citrix, Account Management
  • Security – Anti-virus, Vulnerability scanning
  • Service Management – Incident Management, Change Management, Problem Management, Service Level Management, Service Request Management, Capacity Management, Asset Management (Hardware/Software), Major Incident/Workflow Management, License Management
  • Monitoring – Application & Server Monitoring (UIM-Nimsoft, SMARTS, LejNSM), Backup Monitoring & reporting, HP SIM, SAN NAV
  • Project Management & PMO function
  • Solution Architect Team
  • Application Development & Application Maintenance
  • Client Management – Day to day governance, handling escalations & handling Client visits
  • Ensuring Client satisfaction – Handling Net Promoter Score and the improvement plan drawn from it
  • Developing Key Performance Indicators, closely monitoring and reviewing the account performance reports
  • Ensuring the SLAs are achieved
  • Service quality and client expectations are met or exceeded
  • Establish periodic governance to review account health
  • Responsible to prepare the annual budget considering direct/indirect costs, revenue and forecast
  • Participating in periodic executive meetings including executive leadership from Client & DXC
  • Upsell standard offerings to generate additional revenue & improve client satisfaction
  • Leading and driving overall Technology roadmap in conjunction with Architecture & Engineering
  • Driving IT infrastructure refresh & modernization related activities
  • Demonstrate Leadership and take complete solution ownership for RFI & RFP responses
  • Procurement and vendor management
  • Lead Internal & External Audits
  • Upskill & Cross skill the team to mitigate risks & achieve cost efficiency
  • Evaluating employee's performance to enhance development and career growth
  • Addressing performance issues and provide recommendations for improvement
  • Resource planning & forecasting, attrition management
  • Driving Improvement Initiatives across delivery
  • Driving initiative for pro-active incident detection resulting in 25% reduction of high severity incidents and an overall reduction of 32%
  • Rigorous tracking of Non-Standard Service Requests hours to minimize billing leakage
  • Implemented 4 eye principle, TAB meetings in Change Management area
  • Business continuity assessment for business-critical applications and implementation based on client requirements and budget
  • Implementation of ADDM tool for auto discovery of assets & integration with CMDB
  • Led Cloud assessment - current state assessment to arrive at target cloud recommendation of AWS
  • Successfully implemented PoC for PAAS solution
  • Ongoing pilot for Test/Dev environment
  • Implementation of VSS tool (Security & Vulnerability scanning tool) for 1400+ end points
  • Middleware upgrade projects which included ISS, Apache, Tomcat, JBoss & Tibco
  • Implementation of various Storage refresh projects on NetApp, Hitachi, Dell/EMC VMAX & Unity
  • Migration of Backup infrastructure from NetBackup & Networker to AVAMAR
  • Implementation of Backup refresh for Physical/Virtual AVAMAR & Data Domain environment including DPA for backup reporting of 1200+ backup clients to achieve RTO/RPO
  • Implementation of Solaris server refresh & consolidation which included SPARC hardware virtualization
  • Implemented Ansible which helped in significant reduction of efforts for deployments and patching in the Unix area
  • Implementation of end-to-end monitoring solution scaling complete IT environment
  • Active Directory upgrade projects across various domains
  • Database upgrade projects which included Oracle & MS SQL
  • Citrix upgrade projects
  • OS & Hardware refresh for 3000 end users
  • Roll out of updated SOEs across end user estate
  • Onsite Visits - Multiple visits to Denmark, Finland, France, Germany, Norway, Sweden & U.K for different purposes ranging from client meetings, management workshops, offshoring and transition.

Senior System Administrator

IBM Global Technologies Services
Singapore
  • Providing L3 support for Wintel to one of the leading Banking clients for IBM Singapore.

Senior Specialist Systems L3 support for Wintel

HCL Comnet Ltd.
  • Providing L3 support for Wintel for one of the leading Manufacturing clients in US.

Systems Engineer – Windows System Administrator

Hewlett Packard GlobalSoft Ltd.
  • Windows System Administrator for a Singapore based client.

Technical Support Officer

Convergys India Services Pvt Ltd.
  • Providing support to Premier & Pro customers for Windows servers.

Technical Support Engineer

vCustomer Services India Pvt Ltd.
  • Providing voice-based support to US customers for HP Laptops & Desktops.

Education

Post Graduate Diploma in Information Technology -

Symbiosis Centre for Distance Learning

Masters in Computer Application -

Sikkim Manipal University Distance Education

Bachelors in Computer Application -

GGSIP University

Skills

  • Service Delivery
  • Client Management
  • IT Strategy
  • Cost Optimization
  • IT Operations
  • Datacenter Management
  • People Management
  • Procurement Management
  • Budget Management
  • Process & SLA Compliance
  • Project Management
  • Transition & Transformation
  • Performance driven
  • ITIL certified
  • PMP certified
  • Service Delivery Manager
  • Leadership roles
  • Support across Verticals
  • Support across Clients
  • Support across Industry sectors
  • Support across Geographies
  • Analytical skills
  • Effective communicator
  • Excellent people skills

Websites

Certification

  • PMP
  • ITIL v3
  • MCSE
  • MCSA
  • MCTS
  • CCNA
  • CCA
  • VCP

Accomplishments

  • Driving customer satisfaction - Improvement in the Net Promoter Score by 150% leading to contract extension for 3 years
  • Leading RFI & RFP discussions internally & with the client for Contract extension & New Business
  • Successfully implemented Service Improvement Program resulting in silent operations with zero SLA penalty for 24 consecutive months.
  • Driving cost efficiencies by applying the following levers resulting in reduction of Cost Per Person by 28%: Labor Optimization – Pyramid correction & Campus graduate induction, Automation, Instrumental in reviewing various 3rd party vendor contracts resulting in annual saving of $358000
  • Led Discovery & Due diligence followed by Transition & Transformation activities to merge client's new business into existing delivery
  • Successfully adopted Agile & DevOps way of work and introduced use of JIRA

Maritalstatus

Married

Personal Information

Nationality: Indian

Languages

  • English, Fluent
  • Hindi, Fluent
  • Punjabi, Advanced

References

References available upon request

Hobbies and Interests

Singing & Playing Guitar

Timeline

Delivery Manager – Key UK Account

Coforge
01.2022 - Current

Lead Service Delivery Manager – Key Swedish Telecom Client

DXC Technology India Pvt Ltd. (Formerly CSC Technologies India Pvt Ltd.)
11.2016 - 01.2022

Senior System Administrator

IBM Global Technologies Services

Senior Specialist Systems L3 support for Wintel

HCL Comnet Ltd.

Systems Engineer – Windows System Administrator

Hewlett Packard GlobalSoft Ltd.

Technical Support Officer

Convergys India Services Pvt Ltd.

Technical Support Engineer

vCustomer Services India Pvt Ltd.

Post Graduate Diploma in Information Technology -

Symbiosis Centre for Distance Learning

Masters in Computer Application -

Sikkim Manipal University Distance Education

Bachelors in Computer Application -

GGSIP University

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Manoj Punj