Sangharsh Khorawal
Head IT delivery
Munirka
Summary
Accomplished IT leader with a proven ability to analyze and translate complex business needs into actionable IT requirements. Forge robust relationships with business stakeholders, serving as a key advocate for digital transformation and IT system adoption. Excel at program management for digital initiatives, ensuring timely, cost-effective, and high-quality project delivery. Skilled in IT service management, application operations, Project Management team leadership, partner alignment, IT Policy and Process implementation with strategic business objectives.
Overview
24
24
years of professional experience
Work History
GM: IT
TTL
08.2009 - Current
- Understanding business needs, translating them into IT requirements, and advocating business needs within IT and other departments.
- Managing identified projects, ensuring full adoption and realization of identified business values, and delivering automation, capability development and IT projects within agreed time, cost, and quality and ensuring desired results
- Ensuring IT service, application management, and operations of IT systems for the business continuity and revenue results.
- Managing and motivating IT teams internal and partners to deliver best-in-class business solutions supporting business strategy.
- Applying structured methodology and leading change management activities to drive digital adoption by using automation of business process using AI,BoT, Voice BoT, integration across IT landscape (internal and external).
- Working closely with business operations team,Marketing, Sales,customer service, customer experience,billing and collection teams to identify digital transformation opportunities, designing technical approach, presentation to leadership team and delivering and maintaining the transformation projects with desired business and technical objectives.
- Implementing AI and Gen AI-based interventions to enhance business deliverables.
- Software CoDriving software compliance and proposing new integrated IT systems, investments, and resources
- Solution design and finalization across multiple applications, hosted in multiple environments and managed by multiple partners.
- Negotiated favorable contracts with suppliers, securing competitive pricing without compromising on product quality or service delivery standards.
- Reduced costs with thorough budget analysis and strategic financial planning.
- Collaborated with cross-functional teams to develop innovative solutions addressing complex business challenges.
- Streamlined operations for increased efficiency by identifying areas of improvement in workflow processes.
- Formulated Standard operating processes and Code of practice to streamline operations.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
Manager IT
Idea Cellular Ltd
02.2007 - 06.2009
- Manage IVR for the Idea Circles across India.
- Technical SPOC from Idea IT Team for Managed Services Partner, Idea Business Team and Internal IT Team and hence converting Business requirements to technical Solution.
- Generation and evaluation of projects: analyze technical requirements, project schedules, deliverables, support requirements & Planning for Existing and New Circles to be Rolled Out.
- Forecasting and implementation of capacity requirement for IVR across Idea circles.
- Coordinate with product specialists to develop functional/technical specifications for new products and services.
- Design and development of projects for communication infrastructure / Voice. Location Based Services integration, Project management and Product Management.
- Manage Call Centres, SLA Management for Call Center Managed Services and coordination for implementation of these solutions (as specified in the contract and otherwise).
- Managing, Planning the MPLS Bandwidth for Optimum Usage and Uptimes for CC and Idea Circles for IVR Operations.
- Coordination for Call Center Managed Services and provision of connectivity & bandwidth.
Manager IT
Solutions Integrated Mgmt Services
11.2005 - 02.2007
- Head IT for Call Centre, handling Operations for Customers like TTL, Vodafone, Airtel, GM, Motorola, MNYL.
- Project Implementation as per end Customer Requirement.
- Handling Team of 15 Engineers.
- IT Management, which includes teams of System/Server Administration, Network, Security, Desktop.
- Handling Servers Like, Ftp, Email, Proxy, Anti-Virus, EPABX, Loggers, Dialers, DB.
- Implemented Projects of MNYL in 15 days.
- Implemented projects for Voda in 45 days.
System Administrator
Espire Infoserve
07.2004 - 06.2005
- Handling Outbound IT Operations for the Call Centre.
- Shift head for US and Australian Calling.
- Handling complete Dialer Operations which includes DNC Scrubbing, Campaign Mgmt., Shift End Report Generation, Back up Operations.
- Data Analytics and Strategy for Campaign Mgmt.
Team Member-IT
Future soft India Pvt. Ltd.
11.2003 - 07.2004
- Handling Dialer Operations for Wipro Spectramind.
- L1 Operations for Dialer, Logger and ACD.
- Configuration of ACD, Logger and Dialer.
- Report Generation for Dialer, Logger and ACD.
Engineer IT
Yorco Infotech
05.2001 - 10.2003
- Handling L1 operations for Windows, Server and Network.
Education
Bachelor of Engineering - Electrical Engineering
Central School
04.2001 -
Skills
Business IT alignment
Program Management
Strategic Thinking
Application Delivery and Development
IT Service Management
IT Solution Architect
Vendor Management
Budgeting
Conflict Resolution
Cybersecurity Oversight
Regulatory Compliance
Accomplishments
Reduction of Cost to service customer by 50% by automating L1 team roles and responsibilities by using BoT and AI tools.
Automating and Digitization of Customer acquisition process hence reducing customer acquisition time to 2 hours from 4 days.
Reducing Revenue exposure and leakage by using AI tools.
Automation of customer KYC Process by integrating with Government portals.
Automation of Monitoring Alerting and self healing tools for critical IT applictions
Timeline
GM: IT
TTL
08.2009 - Current
Manager IT
Idea Cellular Ltd
02.2007 - 06.2009
Manager IT
Solutions Integrated Mgmt Services
11.2005 - 02.2007
System Administrator
Espire Infoserve
07.2004 - 06.2005
Team Member-IT
Future soft India Pvt. Ltd.
11.2003 - 07.2004
Engineer IT
Yorco Infotech
05.2001 - 10.2003
Bachelor of Engineering - Electrical Engineering
Central School
04.2001 -
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