Prakash Kumar Paul

· Overall responsible for service delivery for Application Maintenance, End user Services & Cloud Services towers to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives.

· Ensure alignment to the enterprise service management processes for ITSM, ITOM, ITAM and Config modules, ensuring appropriate governance procedures are in place, communicated and proactively managed.

· Provides oversight and management for the Change Management processes, including alignment to the Enterprise Level Change Approval Board

· Ensure appropriate measures are in place for monitoring of compliance to process, service levels, technology standards including progress and activities

· Ensure that a cost efficient and scalable operating model is maintained to support the business.

· Co-ordinate with ServiceNow Vendor, client Infrastructure teams

· Develop and Implement processes for best service delivery.

· Work with stakeholders to manage escalation and risk.

· People development and coaching, high performance leadership and motivation of team members

· Provide overall leadership and set direction for managers and employees.

· Develop staff through ongoing training programs & certifications

· Manage capacity planning and effective resourcing to deliver the services with utmost quality.

· Drive innovation and continuous service improvements that drives value to the firm, clients, and associates.

· Annual & Monthly budgetary and financial management, including forecasting and planning.

· Monitor engagement budget, schedule, and quality.

· Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction.

· Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.

· Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems.

· Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.

· Manage SLAs and guide the team to triage, identify and implement solutions.

· Discuss customer feedback and identify solutions to problems.

Review customer feedback to identify trends or patterns that may require further investigation.

• Managed cloud feasibility assessments for new clients, analyzing their existing IT infrastructure and applications to determine their suitability for migration to the cloud
• Built business cases for cloud migration based on the assessment, outlining the costs, technical feasibility, challenges, solutions, and areas that were out of scope
• Collaborated with clients to identify their business objectives and determine the most appropriate cloud solution for their needs
• Provided recommendations and guidance to clients on how to optimize their IT infrastructure and applications for cloud migration.

• Managed the end-to-end onboarding and off boarding of end user applications, including Chabot, self-heal, guided resolution, and interactive voice response (IVR) automated solutions, for both CCaaS and customer on-prem solutions for various clients
• Identified and evaluated new tools for automation based on new use cases, and managed the testing, onboarding, presentation, and utilization of the new tool for relevant use cases
• Collaborated with clients and stakeholders to understand their business needs and requirements, and provide recommendations for the most appropriate end user computing solutions
• Monitored and tracked the performance and utilization of end user computing solutions, and provided recommendations for optimization and improvements.

• Managed the training delivery for the IT Infrastructure group
• Led a team of trainers focused on service management and soft skills training
• Collaborated with Service Desk, SIAM, and ITAM teams to develop their capabilities through training
• Worked with management to identify and address their training needs.

• Managed service delivery for cross-functional services, including incident and problem management, for a law firm client
• Setup Service Management processes and trained resources on these processes to ensure consistent and efficient service delivery
• Fine-tuned alert monitoring thresholds and helped reduce false positive alert incidents by 60%, improving the accuracy and efficiency of incident management.

• Optimized monitoring operations for a pharma company client by introducing BMC BPPM, which replaced 40 legacy tools
• This standardization reduced the effort of 4 resources at L3 and 10 resources at L1, resulting in improved efficiency and cost savings
• Managed multiple monitoring tools including Zenoss, HP OVO, HP SIM, Netcool, Net IQ, Nagios, Tivoli, VNC Viewer, Solar Winds, Big Brother, WhatsApp Gold, Spectrum, VTOM, TWS (Tivoli Work Scheduler), and Control-M to ensure consistent and effective monitoring of the client's IT environment
• Further optimized monitoring operations by reducing alerts and improving the Alert vs Incident ratio from 7% to 46%, reducing noise and improving the accuracy and efficiency of incident management
• Implemented a shift-left approach by increasing the resolution rate at L1 from 10% to 50%, reducing operating costs by 12 FTEs and improving the efficiency and effectiveness of the IT operations team
• Reduced the number of manual health checks by over 70% through the implementation of scripts, resulting in further cost savings and improved efficiency.

• Successfully transitioned the project and established Operational Level Agreements (OLAs) between Level 1 and Level 2/Level 3 teams
• Developed knowledgebase documents for Level 1 teams, enabling them to quickly resolve issues and improve service delivery
• Led the transition and setup of the Gurgaon team as a Business Continuity Planning (BCP) location for the Bangalore team
• Implemented a performance management tracker to monitor team performance

• Resolved complex technical issues related to Microsoft Home Products
• Ensured that L1 support agents met customer expectations and company standards
• Developed and delivered training programs to improve the skills of L1 support agents.