SANJAY WOORVAKONDA

• Managing IT Infrastructure Service Delivery with multiple service lines for a critical customer
• The IT infra includes the below Service lines:
• Wintel and Linux prod and non-prod servers monitoring and management b
• Storage monitoring and management c
• End User Computing (EUC) – Desktops, Laptops, Persistent/Non-Persistent VDI management for Patch management along with Intune and JAMF
• Collaboration – Office365 Email accounts management
• Network – Network Device monitoring and management
• Security – Security operations and management (Incident management, Service management, Operational security review, Vulnerability management, 3rd party coordination) for Servers, Networks & Workstations
• Supervising high-severity incidents to ensure service availability with minimal delay and impact towards smooth operations of an IT Service Management
• Governing SLAs, safeguarding timely closure of priority tickets, escalations, and major Incidents / Outages.
• Proactively partaking in the RCA process for analyzing the problems and closing all the gaps as highlighted by the client or Internal Team
• Participate/Demonstrate performance reviews with the customer – Monthly and Quarterly
• Achievements/Highlights - Ticket backlogs were almost reduced by over 60% leading to higher productivity. - Set a new benchmark of achieving a remarkable 97% SLA as against the company defined 95%.

• Established Partner Relationship with partners and Support Technical Workshops 1: Many workshops Globally.
• Managed and led a team of experienced and technical professionals in Supporting workshop as per Service Level Agreement on Customized Platform
• Assisted and Supported Technical / Operational Issues on customized Platform
• Working as a Liaison between Product engineering team Partners and End Users, for product support/Bug fixes and services.
• Collaborating with parallel teams on the product for better customer/Partner satisfaction.
• Diligently working with Microsoft Partners / End Users / Technical Advisors, Product Managed to manage their customers through custom Solution.
• Providing initial assessment and workaround of production issues
• Open to work in 24x7 rotation and work with global teams.
• Work directly with multiple product team to help reproduce and resolve customer issues through Bug Portal.
• Initial analysis on Errors in Microsoft Azure, Amazon Web Services before engaging with Engineering team
• Reproducing Technical issues which are faced by the Partners in our Test Accounts.
• Ensured SLA are met, and escalations are minimal during the delivery of the Workshops (Technical Delivery)
• Worked on all Cloud Service Provider primarily Microsoft Azure, limited exposure to GCP and AWS.
• Worked on Customer satisfaction survey and was Point of contact for the projects.
• Resource Management, Business Continuity Process, SLA Management, Reporting.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.

• Troubleshooting Partner Center API / MOSI /Partner Center Portal /Azure / Office 365 Portal issues.
• Assisting CSP, Syndication Partners on Technical Licensing, Troubleshooting Partner Center API/MOSI /Azure related issues.
• Working as a Liaison between product engineering team and partners, for product support/Bug fixes and services.
• Collaborating with parallel teams on product for better customer/Partner satisfaction.
• Diligently working with Microsoft Partners / Cloud Solution Providers / Advisors to manage their customers through custom Marketplace.
• Providing initial assessment and workaround of production issues
• Open to work in 24x7 rotation and work with global teams.
• Work directly with multiple product team to help reproduce and resolve customer issues through Bug Portal.
• Initial analysis on Source Codes, Fiddler Traces, Network Traces before engaging Product Group.
• Reproducing Technical issues which are faced by the Partners in our Test Accounts.

• Primarily accountable for providing SLA Management for multiple accounts, Account Management, Resource management for all accounts and clients and supporting Cluster group and PSO.
• Meeting deadlines & TAT without compromising on quality norms, adhering to SLAs, and handling the delivery management & support.
• Interacting with team members for the mutual benefits in the project while interacting with customers/clients on their projects for better feedback.
• Streamlining efforts in Increasing support engineer’s productivity & daily utilization, while assuring ticket response time SLAs are met.
• Coordinating and administering cross site operational support for our inbound, 24x7 and weekly On-Call scheduling.
• Interacting with Stake holders, subordinates, peer groups, Technical Account Managers, Team Managers and Business Owners.
• Implementing new processes and special initiatives to enhance and support business needs of clients.
• Efficiently promoting customer advocacy with day-to-day interactions and various projects, acting as a queue supervisor for Dynamics CRM (IGTSC, Wipro) & GPS North America queues, including cross-site managed queues.

Providing guidance on projects and its requirements to th clients over technology, processes and applications while updating them on regular project related developments.

• Carrying out detailed planning and scheduling and coordinating with internal & external partners to ensure execution of projects as per the defined technical & functional specifications.
• Tracking project progress in terms of resource deployment, time over runs and quality compliance and proactively identifying and rectifying problems to ensure adherence to delivery time-lines.
• Ensure the staffing is appropriate by interacting with Team Managers and Work Force Management.
• Acting as a liaison for customer communications & handle escalations to manage customer perception & satisfaction.
• Working on Incident reports and reporting the steps taken to resolve the issue to the senior management.
• Preparing incident process documentation & incident reports.
• Tracking misroutes and working with the Service desk managers to simplify the routing product Interacting with the Stake holders, subordinates, peer groups, Technical Account Managers, Team Managers and Business Owners.
• Working with ROL’s and Planners for creation of Proactive Events and ensure that the Registrations links are published for partners for register against the respective events.
• Working with Marketing team and provide them the registrations links within the agreed timelines.
• Co-ordinate with external vendors (LMIT/SMSC) and ensure registration links are provided within the agreed timelines.

• Played a key role in renewing the STPI License
• Handled Procurement related activities
• Sourcing / Negotiating with suppliers as per the Business Requirement
• Instrumental and managed balanced workflow across Purchase & Logistics function
• Handling internal requests from various Departments for Purchase of Capital Goods, comparing the same with different players in the market, negotiating and finalizing the same
• Maintenance of Bond Registers pertaining to Capital Goods
• Managed Oracle (Purchase Module) since Implementation of the same
• Supply Chain Management
• Sourcing / Procurement
• Procurement and sourcing of materials ensuring optimum utilization of materials & maximum cost savings.
• Ensuring optimum level of the materials & handle resourceful deployment/ utilization of resources & finalizing contracts with vendors.
• Vendor Management
• Managing sourcing through identification of cost-effective vendors/suppliers for procurement with an aim of reducing cost while improving quality & reliability.
• Assessing performance of vendors based on various criteria’s such as percentage for rejections, quality improvement rate, timely delivery, credit terms etc.
• Monitoring incoming materials supplied by vendors & ensuring they are as per quality & quantity specifications as well as assisting them production processes / systems.
• Logistics/ Transport Management
• Negotiating with Forwarders, transporters, agents, etc
• To achieve seamless and cost-effective movement of shipments, ensuring timely deliveries.
• Ensuring timely delivery of project requirements, material, and other equipment’s at site as the given time.
• EOU Compliance
• Interacting with STPI and Customs for EOU clearances - CG enhancement, Bonding/ Debonding of CG & Premises, Issue of CT3 / Procurement certificates / Rewarehousing certificates, Maintenance of Bond registers pertaining to Capital goods/ Interunit transfers.
• Managing the entire EOU Compliance for both Software Units with planning & obtaining relevant approvals