Nipindra Kumar
ITManager-AVP
Mumbai
Summary
Seeking managerial assignments in Project Management / Service Delivery with a technology driven organization of repute. Performance-driven Associate Vice President with 16 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
AVP-IT Manager
Kotak mahindra bank ltd
mumbai
08.2015 - Current
- A competent professional with over 15 years of broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies
- Project with Kotak Mahindra Bank, Expertise in heading Client Service Operations and handling quality of satisfaction of customers and users based on the proper functioning of the process and process training is available for those responsible for executing the Incident Management activities
- Outstanding leadership skills; able to build, train, mentor, guide, motivate and retain, top performing cross functional technical teams
- Strong people and project management skills, including the ability to lead multiple simultaneous projects.
- Maintaining MIS for all phases and reporting project progress to the client; meeting deadlines without compromising quality norms
- Identifying training needs & ensuring that trainings are executed to meet quality service requirements of account
- Validating IT related MIS (Call Report, compliance and Severity Incidents)
- Mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Obtaining customer satisfaction by ensuring service quality norms and building the brand image by exceeding customer expectations
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes
- Making POA for ISO audit, BCM and BIT
- Planning and Managing for PAV and Branch Visit activity in PAN India
- Incident Management
- Driving the efficiency and effectiveness of the incident and problem management process
- Ensuring resolution and associated service restoration of all severity or major incidents
- Preparing summary report for major incidents after resolution & Monthly Incident Management Report
- Interacting with senior level management in meetings and email communications on major incident and problem management activities
- This includes leading corrective action discussions in Major Incident Management meetings
- Other Assignment
- Worked on 2 Green Belt Project - (Server Storage Space Reduction & Helpdesk Call Reduction)
- Server Storage Space Reduction – Server storage space reduction thru effective data analysis, brainstorming with the respective stake holders, thereby achieved 50% server storage space reduction, which increased business efficiency and cost saving for the organization
- Helpdesk Call Reduction – Helpdesk call reduction thru effective data analysis, brainstorming with respective stake holders, thereby reduction of 33% helpdesk calls, which increased business efficiency and cost saving for the organization
- Provided end to end support to Outlook migration from 2003 to 2010 Exchange
- Provided end to end support to Domain migration
- Planning, executing, monitoring and reviewing ongoing projects / service management and daily transaction at Client place with the team of 60+ members at 140 branches in Mumbai
- Instrumental in handling(EUS):
- Escalations & ensured speedy resolution
- VVIP user management
- All new deployment of Software’s and Patches
- Vendor negotiation
- Vendor performance review
IT-Manager
Kotak Mahindra bank Ltd
08.2015 - 03.2018
- Budget Planning, executing, monitoring and reviewing all upcoming offices, branches and ATM rollouts of bank
- Achieving a high level of Business satisfaction at both team and organisational level; keeping a close watch on current launches and trends with the team, having regular interaction with business on case progress, working on crisis situations and trying to achieve timelines and targets
- Successfully launched and relocated 500+ branches of bank
- Successfully launched 450+ ATMs of bank.
Operations Manager
Wipro InfoTech Ltd, Kotak Mahindra Bank LTD
01.2011 - 07.2015
- Planning, executing, monitoring and reviewing ongoing projects / service management and daily transaction at Client place with the team of 40+ members at 480 branches in PAN India
- Successfully Completed PAV Activity and Branch Visit Activity in PAN India
- Achieving a high level of customer satisfaction at both team and organisational level; keeping a close watch on current cases and trends with the team, having regular interaction with customers on case progress, working on crisis situations and recovering possible dissatisfied customers
- Pivotal in managing IT Asset Management including Warranty & AMC support
- Instrumental in handling:
- Escalations & ensured speedy resolution
- Technical escalation SPOC for local IT support team
- Pivotal in handling the following activities:
- Ensuring that the Incident Management process is followed correctly and by the customer and user community
- Addressing incident resolution issues in accordance to procedures
- Monitoring document postmortem activities at the conclusion of incidents
- Recruiting people for different position within the team
- Keeping asset inventory updated for CMDB
- Preparing review Reports – MIS Reporting including dash board/infosec/SMS client/daily/weekly and monthly reports, Hits & Misses, Customer VOC report
- Insure that TAT procedures are follow by all team members
- Successfully completed the following activities:
- Managing the centralized Helpdesk with a Team of 22
- Maintaining the SLA; for the Day-to-day Service delivery
- Preparing Incident and root cause analysis report when severity calls occur
- Shift scheduling and team management.
Sr. Customer Support Executive
MetLife Life insurance and Kotak Mahindra bank ltd, CMS Computers Pvt. LTD
11.2006 - 07.2009
- Successfully handled the following activities:
- System and support vendor for Clients interacting for IT Infrastructure maintenance
- Target achievement, percentages of the call SLA is met
- Shift scheduling and team management.
Education
Master of Computer Applications - Information Technology
Sikkim Manipal University
New Delhi 04.2001 -
Bachelor of Computer Applications - Information Technology
Sikkim Manipal University
New Delhi 04.2001 -
Skills
Project Management, ITIL, Service delivery, Incident management, Vendor Management
MacBook Rollout, Branch Rollout
IT Asset Management project – Streamline the Asset Management process as part of EUC support -Developing, implementing & providing all kind of support for business application software for clientsBackup ToolsWindows Server default backup utilityMailing SolutionsLotus Domino 70, MS Exchange
Hardware SkillsVarious Makes of Hardware troubleshooting, Network Equipments (NIC, Switch, and Router)Network ConceptsLAN, WAN, VPN, Leased Line InternetCertification
Diploma in Software Technology
Timeline
AVP-IT Manager
Kotak mahindra bank ltd
08.2015 - Current
IT-Manager
Kotak Mahindra bank Ltd
08.2015 - 03.2018
Operations Manager
Wipro InfoTech Ltd, Kotak Mahindra Bank LTD
01.2011 - 07.2015
Sr. Customer Support Executive
MetLife Life insurance and Kotak Mahindra bank ltd, CMS Computers Pvt. LTD
11.2006 - 07.2009
Master of Computer Applications - Information Technology
Sikkim Manipal University
04.2001 -
Bachelor of Computer Applications - Information Technology
Sikkim Manipal University
04.2001 -