Vinay Pagadal

Result oriented technology management professional with over 19 years of experience in Global Service Delivery, Customer Experience, Product Support and Managed Services. Strong track record of building and managing teams that foster productive workplaces with a mission focus. Extensive experience with ITSM, ITIL and Process Management. Dedicated individual with an ability to think critically and analytically to solve problems and build processes.

• Executed multiple process improvements within Security ISE TAC team achieving CXSAT of 90% for the first time in team history with continued success.
• Exceptional people management skills with attrition less than 5% YoY, for past 3 years with team sizes more than 25.
• Defined and Established an entire set of KPIs for Operations within TAC team to monitor Lead Indicators of business.
• Effective resource optimization during induction of a critical customer account, resulting in OPEX savings of $600K annually.
• Instrumental in Building complete Cisco Operations model for Wells Fargo Customer including ITIL process framework and staff building. Handled Operations with 100% SLA compliance.
• Orchestrated seamless transition of Vodafone Operations from Cisco US to Cisco India in a record time of 3 months without affecting customer operations effectively saving $400K annually with increased scope.
• Successfully established Cisco Operations team for delivering Sprint Kansas City Smart-City project and handed over readiness model to Sprint as per contract within stipulated timeline of 12 months.
• Planned and implemented Cisco PPM for VF-IN for KPI monitoring & trend analysis. First of a kind monitoring done for the customer to improve operational proactiveness.
• Investigated and remediated critical design flaws in RCOM MPC network to resolve a highly escalated critical issue to retain a customer account worth Rs.15 million on verge of disconnection.

ITIL V3 Expert, Cisco Customer Success Manager V2.0, ITIL 4 Foundation, Six Sigma Green Belt