Sofia Jacob
IT Professional
Bangalore,India
Summary
History of working hard to learn new processes, optimize procedures and increase customer satisfaction. Eager to put skills, enthusiasm and understanding of the field to work in a growth-oriented position. Highly committed with hardworking mentality to maintain quality of services and products. Encouraging, adept and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Delivery Partner Executive
IBM India Pvt LTD
Bangalore, India.
01.2018 - Current
- Provide overall leadership to the service delivery team and ensure audit-readiness for service delivery with regards to compliance and apply current IBM Business Control Requirements.
- Provide inputs for tracking and reporting service level attainment/objectives (SLAs/SLOs).
- Assist client in the achievement of their key business imperative and follow the standard Service Management processes and adopt tools as appropriate.
- Analyze variations and trends, perform root cause analysis and take appropriate action to ensure continuous improvement.
- Manage the account within Compliance with zero tolerance of IBM Business Conduct Guidelines violations.
- Establish, implement and deliver a comprehensive plan to utilize global resource that minimizes business disruption while maximizing value attainment.
- Have been able to demonstrate the ability to set direction, communicate and model effective leadership behavior in dealing with individuals and teams.
- Advocate to service delivery for the client and vice versa, manage Client expectations/satisfaction and client relationship.
- Demonstrate a complete understanding of the client's and IBM's business challenges and priorities, and deliver high-quality services and support to meet client expectations.
- Achieve high client satisfaction by building effective relationships with client management and executives.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Delivery Program Manager
Bacardi Limited
Geneva, Switzerland
01.2017 - 01.2018
- As the face of IBM for the customer, I am responsible for driving and managing the service quality, performance, and improvement of service delivery processes.
- Manage the day-to-day operational performance while assuring process consistency, adherence to business controls and act as interface between Delivery and the client.
- Understand client requirements, business opportunity identification, guidance, support and closure, communicate Business Unit Strategies/Priorities.
- Effectively led communications and team work in a distributed team environment regardless of physical location.
- Actively involved in planning and implementing the necessary OS upgrades on the customer’s environments with regards to all compliance related activities.
Project Lead
IBM India Pvt LTD
Bangalore, India
01.2015 - 08.2016
- Project Lead for CEM (Client Environment Management) team in Cloud Managed Services.
- CEM Team performs Quarterly OS Patching, Health Check remediation and Patching for the ITCS104 CIRAT (Compliance issue risk APAR tracking system) / APAR (Authorized program analysis report) release.
- Co-coordinators and System Admin team works hand in hand to create, follow up and perform the changes.
- As a Project Lead I was responsible for overall planning of the day to day activity and assigning tasks to the team to ensure smooth Process flow, Quality consistency and to submit all the deliverables on time as per the business requirement.
- Make sure that the tickets (service requests) are created on time, rescheduled if required and completed on or before the due date in the ticketing tools (Siebel/ISM) depending on whether it is a Legacy or Cloud account, co-ordinate with the respective LOBs, Project Managers, OS performers, DPEs for the tasks and changes to be completed, get the required approvals for the changes requested.
- Create Non-Compliance Issues CIRAT if the CSRs are not closed by the due date.
- Have governance, supervise and mentor the team to ensure that the reports on Servers, capacity, tickets status are delivered to the stake holders on a timely manner with accuracy or as needed.
- Review the CSRs, CIRATS, and reports on a random basis.
- Monitoring the progress and the use of resources accordingly in 3 different work shifts.
Lead
IBM India Pvt LTD
11.2009 - 12.2014
- Having given the opportunity of International Assignment in USA had led me to work on various Global Cloud Business Office Projects and has helped to streamline various processes with include: Customer Focal Management.
- Have been a liaison between the stake holders and India Business operations team for the On Boarding of MSD legacy and new CMS (Cloud) accounts, initiate Build process for new ICAs and DOUs from DPEs and with the help of Ebwin (eBusiness Workflow Input tool for Signings and Contract Registration).
- Was responsible for registering new accounts in CHIP (Client Health Information Portal - CHIP feeds off the data provided by the delivery project executives (DPEs/DPMs) and is a global criteria driven based tool that has increased the turnaround, validity and completeness of global account health reporting, SEA (Service Enablement Automation) & SRM (Server Resource Management) as a part of the On Boarding process of a new customer.
- Being a part of Cost recovery project, have performed timely and accurate reporting on recoveries that includes actuals and forecast for MSD Legacy Rated Services, coordinate the migration date, collect actuals from the Business Office team, compare and the provide the forecast for next month.
- This results in Business Office being able to analyze actuals and forecast accurately and timely.
- It also allows Finance to be able to review outlook summary by contract to ensure the outlook is in line with the latest migration plan.
- MSD Business Systems Compliance Focal.
- Also played the role of Compliance focal to ensure that the team is compliant with items such as ITCS104, Data Privacy, ACPT Self Evaluation, ASCA Certification of Business Systems by keeping track of Weekly MAD DB vulnerability scans and take necessary action before any escalation.
- Create CIRATS and WWBCIT Risk where necessary.
- Co-ordinate with the Tech team in US and India for any quarterly patching and remediation and revalidations.
Lead
IBM India Pvt LTD
Bangalore, India
08.2005 - 08.2009
- My team was responsible to deliver a consistent quality product as defined by the Management requirements required to support IBM AOD Internal Systems like; Siebel - IBM AOD uses Siebel for production support.
- Was involved in day to day activities for functional support such as updates of Customer details.
- SAP (Internally called SCORE) - Have been involved in testing phase.
- Master updates like creating new Customer, and later maintaining the SCORE data as the customer repository.
- ISRVCE/ADAMS/iCUE: iSRVCE provides an interface to IBM's Application Management excellence.
- With iSRVCE, IBM's customers have a greater visibility and control into their managed applications at IBM.
- Manage access for these applications, perform Administrator Role.
- Also involved in User Testing during the new releases.
- AOD On /Off Boarding: This is very essential process in order to get the required access for a new employees who join AOD (Applications on Demand) or for employees who are separated.
- As a Business Systems lead, was responsible for the New Hires and Internal Transfers to get the respective access by child SRs, monitoring them once the in Siebel and co-ordinating with the People Managers for approvals.
- MIS Reporting: Various reports are designed and developed for all the above systems which are mainly on MS Excel and delivering to the stake holders.
- Also supported my US counterparts in SAS 70 or IBM audits.
- Customer Entitlement Management Project – Designing and delivering the EM Report by gathering requirements from the DPEs and co-ordinating with concerned team to get the Actual Vs Entitlements to understand and analyze the status of usage as per agreement for each customer.
- ILC – Intranet Labor Claiming – Single handedly completed successful transition from the US and implementation of ILC in IBM India.
- Was a part of creating Work Items for accounts in the US and India for the employees to clock in the time accordingly.
Support Team, Subject Matter Expert
HONEYWELL TECHNOLOGY SOULTIONS LAB PVT, LTD
Bangalore, Karnataka
06.2004 - 07.2005
- As the Siebel Support Lead for Asia Pacific Region in Honeywell Technologies Solutions Lab, my Responsibilities as a Subject Matter Expert:.
- Providing the required training to the end user on Siebel 7.0 for creating Service Requests, Querying on customers, creating customer records etc.
- Generating Reports from Siebel on a Monthly and Weekly basis and tracking the Status of the Service Request raised.
- Had also been a part of the Customer Satisfaction survey being conducted through Siebel to get a feedback from customers on the response sent to their queries.
- Worked with other configuration members & business users for customization as per the Team’s requirement.
- Document procedures, preparation of the training manual and providing training for end users.
Officer - Retail Banking (Operations)
ICICI BANK – Bangalore
Bangalore, Karnataka
04.2002 - 05.2004
- Associated with the project team involved in designing a Customer query module aimed at fast resolution of queries using Siebel and coordinated with the configuration team for the customization of Siebel as per requirement.
- Involved in the process of Account Opening and activities related to In-house Clearing. Studying and analyzing the present business practices pertaining to Banking and Customer relationship in order to increase customer satisfaction.
- Direct Interaction with the clients in order to understand their needs in terms of resolving their queries and providing better service.
- Involved in channel migration. (i.e. Educating the customers about the various facilities that the Organization is offering – Phone Banking, Internet Banking etc).
- Coordinating with the Regional Processing Center with regards to outward clearing, especially for High Value Cheques.
- Handled the Cash Department team of the branch comprising of 3 Cashiers involving verification of cash deposits and withdrawals.
- Performed a Role as a Siebel Co-coordinator during my Tenure with the bank.
Education
Bachelor of Commerce (B.Com) -
Jyoti Nivas College, Bangalore University
Pre University College (PUC) -
Jyoti Nivas College
Skills
Process Documentationundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Have been honored with IBM Achievement award for my excellent performance while handling the role of Delivery Program manager for Account Bacardi in 2018.
- Also awarded the Bravo award for successful implementation of ILC (Intranet Labor Claiming) in AOD India in 2006.
- Contributed towards getting my team the Win IBM award with the help of my Team Building and mentoring abilities.
- A consistent PBC 2+ contributor since 2006 to 2014 and PBC 1 in 2008.
- Awarded for Individual Excellence in Siebel Support by Honeywell Technologies Solutions Lab, Bangalore.
- Awarded as a Star Performer for Retails Deposit Mobilization during my tenure with ICICI Bank.
- Completed a course in personal effectiveness in Chennai.
- Have undertaken a training in “Selling Skills for Bankers” which has helped embellish these skills by building rapport and by opening the lines of communication with customers.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Delivery Partner Executive
IBM India Pvt LTD
01.2018 - Current
Delivery Program Manager
Bacardi Limited
01.2017 - 01.2018
Project Lead
IBM India Pvt LTD
01.2015 - 08.2016
Lead
IBM India Pvt LTD
11.2009 - 12.2014
Lead
IBM India Pvt LTD
08.2005 - 08.2009
Support Team, Subject Matter Expert
HONEYWELL TECHNOLOGY SOULTIONS LAB PVT, LTD
06.2004 - 07.2005
Officer - Retail Banking (Operations)
ICICI BANK – Bangalore
04.2002 - 05.2004
Pre University College (PUC) -
Jyoti Nivas College
Bachelor of Commerce (B.Com) -
Jyoti Nivas College, Bangalore University
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