Samir Ranjan Bhol

• Manage, monitor and track day to day activities of cloud support engineers across globe to minimize potential risks, and escalate events if needed.
• Define, manage, monitor and maintain SLOs to ensure no impact to business.
• Forecast support metric every month to ensure smooth operations.
• Maintain knowledge base and ensure to publish any changes to support matrix / automations / tools.
• Collaborate and work closely with offering team for SOW changes and key service management activities.
• Responsible for team and guide them to achieve desired business results by driving performance, conveying goals, providing frequent coaching and feedback adhering to cultural diversity.
• Liaise with customer and stake holders at regular intervals to ensure complete "customer advocacy".

Accolades:

• Have been awarded "Best People Manager" globally.
• Have been awarded “Great Thinker” award to design and deploy “Operational Readiness Metrics”.
• Have been recognized for implementing automation in multiple service lines to reduce error percentage.
• Got “Eminence and Excellence Award” for saving $100,000 quarterly by implementing automation in server monitoring and utilization.
• Have been recognized for lowest attrition in team by implementing various rewards and recognitions.

• Leading team of ~200 professionals (spread across India, UK, Poland, and Ireland) who delivery security services for customers.
• Responsible for compliance and audit ready of portfolio; achieved 100% success rate in passing all Corporate Audits during tenure.
• Significant contribution to ‘Skills for Value' offshoring programme whilst maintaining key performance metrics.
• Drove optimization of IAM process via reduction of policy/process requirements, increased automation, increased utilization and productivity and restructuring.
• Lead recovery on troubled accounts on forefront and regain customer confidence.
• Solutioning, Transitioning and Transformation of new deals.
• Work with IBM central team for Cloud adoption and aligning transformational initiatives with those adoption patterns that offer best return for business.

• Handled IBM Linux Project success fully for North America includes planning deployment and engage support from onsite simultaneously.
• Prepared detailed project plans, strategies, and implementation of client engagement within standards of project management methodologies.
• Defined project scope captured in services statement of work, by working closely with customer and sales to identify specific customer requirements.
• Identified improvement areas & implemented measures to maximise customer satisfaction levels, attended to escalations for resolving critical issues and ensured delivery with business continuity.

• Worked as PCA (Production Control Analyst) for Mainframe Applications.
• Worked with team members to plan, low to moderate complexity system maintenance and installation work.
• Manage, prioritize, and respond low to moderate complexity inquiries.
• Implemented daily production schedule activities across all platforms.

Monitor and resolving ageing escalations.

Worked with all departments to facilitate issue resolution of problems elevated by Technical Resolution Team or other internal teams.

• Tracked learning progress to identify opportunities to enhance tutoring methods and help students achieve goals from class-5 till class-12.
• Collaborated with parents to create tutoring sessions appropriate for student's age, learning preference and learning style.