Phaneendranath Goli

• Reports to CCO of the company and Heads of Client Care Center of Excellence (CoE) in India consisting of 300 members providing Professional Services, Product Support, Managed Services & Customer Success functions
• Responsible for People Management, Building CoE in India and ensuring Quality Services from India CoE Providing 75%Product Support, 50% Professional Services, 90% Managed Services and 50% Customer Success Operations from India
• Single Point of Contact for all the Client Care operations from India
• Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
• Collaborated with senior management to develop strategic initiatives and long term goals.

Responsibilities:

• Accountable for facilitating 15M$ Application Delivery & 100M$ Offshore Service Delivery annually for Global Managed Services Clients.
• Provided Software Delivery & Service Delivery services from Offshore for all Global Managed Services clients across the Globe (NA, Europe, APAC etc.) by enabling strategic offshore operations.
• As Director – Global Managed Services,
• Championed the start-up operations and establishment of “Operation Command Center” in Hyderabad, which was an important monitoring center for all Global Managed Services Clients.
• Elevated the confidence on offshore operations by enabling service delivery process improvements.
• Successfully ramped up the overall managed services team by 50%, moved 80% work to offshore for Global managed services client thereby improving project margin to the great extent.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Facilitated cross-functional collaboration for improved decision-making processes within the organization.

• Implemented various process improvements and saved approx.1 M $ in every year to achieve 25% reduction in development fixing effort
• Contributed to defect backlog reduction and consistently maintaining downward trend in product backlog
• Managed & Delivered 150 FTE work monthly through in-house and internal outsourced development activity from Offshore
• Delivered outstanding results by implementing innovative knowledge management initiatives and building high performing team
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

• Successfully spearheaded the development infrastructure support team for Global Product Development & Delivery Organization in Hyderabad.
• Instrumental in managing & delivering features of approximately 15 M$ over 7 major product releases of Infinys Rating Billing Manager as part in R&D group.
• Spearheaded the Development Infrastructure Support team and provided infrastructure support for development organizations that executes over 75 M$ worth development every year for the years 2008-2009& 2011. Increased Infrastructure support from India from 30% to 100% in a span of two years by creating high performing team.
• Collaborated with development teams efficiently to make the SME Framework operational within a very short span of time.
• Provided project management support for 4 Product Releases of total size 20 M$. Headed Project Management Office (PMO-India) for Global Product Development & Delivery Organization in Hyderabad
• Extended key support to two surveillance Audits for RBM India Center in India and two Recertification audits in the year 2009.
• Facilitated key endeavours in Netcracker Hyderabad R&D Center getting recertified in ISO 9001:2008 model.
• Championed innovative ideas and came up with defect reduction plan improvements boosting PR resolution by 140.4% in 2009 vis-à-vis 2008 and defect fixing by 64.9% in 2009 vis-à-vis in 2008.

Worked as Project Manager for Post Production Support Activities for North American Telecom client

• Worked for Green Field Implementations, Post Production Support, Migration Support related activities for Indian , Australian & Taiwan based Telecom clients