Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Software
Work Availability
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Satya Prakash

Satya Prakash

Senior Manager - Squad Leader
Gurgaon

Summary

Professional Profile: SERVICE DELIVERY / ITIL / PROJECT MANAGEMENT / CLOUD COMPUTING / QUALITY & CONTINOUS IMPROVEMENT / RPA & TACTICAL AUTOMATION / DATA ANALYTICS AND BUSINESS INTELLIGENCE


  • Seasoned, profit-driven & highly empowered professional with incredible experience of 16+ years in diverse areas of operations including ITIL Service Delivery, Vendor Management, Analytics & Automation, Quality & continuous improvement, Project Management, ISO QMS & ISMS
  • Experienced in managing delivery for Infrastructure services, Deskside service, Software Provisioning and Mobility services, Service Desk
  • Expertise in Data Analytics & Business Intelligence, performing Data Analysis & Visualization. Creating Reporting & Analysis model for continuous improvements.
  • Garnered extensive exposure in handling complete project life cycle from feasibility to the implementation stage, defining project scope and assessing/ managing risks, with extensive knowledge of latest technological advancements, regulations and statutory compliances in the industry.
  • An assertive manager with strong aptitude in developing and leading highly effective work teams; possess outstanding motivational abilities to facilitate attainment of strategic goals and bottom line objectives, performance, monitor attrition as well as maintain TAT, quality, productivity and behavioral aspects of the Team.
  • Forward-thinking Senior Manager adept at managing teams of Vendors, Analysts, Leads, SME & L2/L3 resources to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
  • Expertise in Training & Learning Management. Identifying AOPs, performing Training Need Analysis and designing well structured BPM training modules, process modules & learning materials.

Overview

17
17
years of professional experience
7
7
years of post-secondary education
13
13
Certifications
1
1
Language

Work History

Senior Manager - Squad Leader

Kyndryl Solutions Pvt. Ltd
01.2022 - Current
  • Driving delivery of IT infrastructure Services
  • Managing team of Leads, SMEs and L2/L3 resources for all platforms
  • Collaborating with different Towers, Application teams and customer
  • Driving Change implementation, Problem Management & RCA
  • Managing incident resolution, KPIs & Service Level agreement
  • Evaluated hiring, firing, and promotions requests.
  • Managed large-scale projects teams and introduced new systems, tools, and processes to achieve challenging objectives.
  • Produced staffing matrix to provide adequate coverage of department.

Global Service Delivery Manager

IBM India Private Limited
09.2019 - 12.2021
  • Managing delivery of Deskside Services
  • Responsible for managing team of SMEs and global vendors for delivery of IT Services
  • Collaborating with different resolver work groups, within and outside organization
  • Driving service quality and Continuous improvements
  • Ensuring timely assistance/ resolution of customer issues and concerns
  • Performing Analysis and review's for performance and customer management
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Performing RCA and Action Planning
  • Driving key business SLA and ensuring optimal levels of employee productivity
  • Work closely with client & vendor
  • Exercised leadership capabilities by successfully motivating and inspiring others.

Senior Manager Quality & Continuous Improvement

IBM India Private Limited
04.2016 - 10.2019
  • Reported production malfunctions to managers and production supervisors.
  • Implemented new quality assurance and customer service standards.
  • Inspected products and worker progress throughout production.
  • Deployment and management of Business processes
  • Driving Cost savings and continuous improvement through automation
  • Driving Agile, LEAN/Six Sigma implementation through trainings and projects
  • Managing New Hire Training & Certification
  • Driving and implementing Defect prevention activities
  • Driving operational KPI & SLA
  • Monitored staff organization and suggested improvements to daily functionality.
  • Recorded, analyzed, and distributed statistical information.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.

Manager - Transaction Quality

IBM India Private Limited
10.2011 - 04.2016
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Established team priorities, maintained schedules and monitored performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Manager - Strategic Quality

IBM India Private Limited
10.2010 - 09.2011
  • Supporting Customer – United Airlines, DnB, United Health Care
  • Driving Business process automation
  • Designing and implementing business processes management system (BPMS)
  • Provided support to functions and engagements in identifying gap areas and driving improvement.
  • Performed Integrated Internal Assurance Review (IIAR) (End to End Internal audit of the process).
  • Analyzing C-VOC and driving action plans and timely closure around the same.
  • Responsible Tracking, analysis and reporting of contractual and critical metrics.
  • Helped process owners with SARC (Self-Assessment and Risk Control) and PMR Review
  • Monitoring and tracking the adherence and closure of action points of VOC (Voice of Customer).
  • Drove fraud risk management by ensuring compliance to Industry standards and regulations like – HIPAA, HITECH, SOX, and Information Security and performing reviews to identify gap areas.

Lead Training & Operations

IBM India Private Limited
06.2006 - 09.2010
  • Monitored training effectiveness through observation and metrics analysis.
  • Selected training aids, demonstration models, computer tutorials and reference works to use in classroom.
  • Identified training programs to address knowledge gaps to meet specific training needs.
  • Facilitated learning through classroom instruction, on-the-job coaching and virtual training for employees.
  • Prepared presentations, training modules, up skilled and certified new trainers.
  • Created training schedules for trainees and presented weekly training programs.
  • Motivated trainees and associates by demonstrating positive attitude to improve productivity.
  • Developed job-specific competencies and performance standards.
  • Developed and delivered up-to-date training information to enhance employee performance, boosting employee efficiency.

Education

Executive Diploma in Management - Finance

Indian Institute of Labor Management
Gurgaon
09.2010 - 08.2011

Diploma in Computer Applications -

WebWorld Computer Institute
Patna
01.2005 - 06.2005

Bachelor of Science - Physics, Mathematics, Chemistry

Magadh University
Bodh Gaya
06.2001 - 06.2004

Class XII -

Bihar Intermediate Education Counsil
Patna
01.1999 - 02.2001

Class X -

Central Board of Secondary Education (CBSE)
Ranchi
08.1998 - 07.1999

Skills

    Squad leader support

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Certification

Certified Lean Six Sigma Black Belt from VarSigma Exemplar Global - 2018

Accomplishments

    Knowledge Portal Migration - Project leader

  • Transition of Knowledge base portal from Web Traditional to Cloud SaaS @ IBM Bluemix

    • Quality Evaluation Automation - Project leader

  • Development and deployment of Quality Management portal for evaluation and performance Management

    • Self-help and ID Management Automation - Project Leader

  • Development and deployment of IT self-help portal & Automated ID management application for customer.

    • E-Manager - Employee Management Tool - Project Leader

  • Development and deployment of Competency intranet portal for employee and performance management.

    • Service Desk maturity Analyzer - Design & Development

  • Development of Service Desk Maturity Analyzer Application

    • Call Handle Time Optimization - Project Leader

  • Six Sigma Green Belt project for Call Handle time reduction

    • Manhours Optimization - Project Leader

  • Six Sigma Green Belt project for Man-hour optimization


Software

Microsoft Office & O365

Microsoft Visio

Minitab

Automation Anywhere

Windows / UNIX / AIX

VBA, Python, C, C

Power BI

Work Availability

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Quote

“Strive not to be a success, but rather to be of value.”
Albert Einstein

Timeline

Certified ITIL Intermediate – Service Operation from APMG International

01-2029

Senior Manager - Squad Leader

Kyndryl Solutions Pvt. Ltd
01.2022 - Current

Global Service Delivery Manager

IBM India Private Limited
09.2019 - 12.2021

Certified on PRINCE 2 Foundation and Practitioner from APMG International

08-2016

Senior Manager Quality & Continuous Improvement

IBM India Private Limited
04.2016 - 10.2019
Certified Scrum Master from Scrum Alliance @ IBM
11-2015
Certified ISMS Lead Auditor - ISO 27001:2013 from TUV SUD @ IBM
11-2015

Certified ITIL Foundation (V3) from APMG International

07-2014

Manager - Transaction Quality

IBM India Private Limited
10.2011 - 04.2016

Manager - Strategic Quality

IBM India Private Limited
10.2010 - 09.2011

Executive Diploma in Management - Finance

Indian Institute of Labor Management
09.2010 - 08.2011

Lead Training & Operations

IBM India Private Limited
06.2006 - 09.2010

Diploma in Computer Applications -

WebWorld Computer Institute
01.2005 - 06.2005

Bachelor of Science - Physics, Mathematics, Chemistry

Magadh University
06.2001 - 06.2004

Class XII -

Bihar Intermediate Education Counsil
01.1999 - 02.2001

Class X -

Central Board of Secondary Education (CBSE)
08.1998 - 07.1999

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Satya PrakashSenior Manager - Squad Leader