Vipul S
Kumar
Chennai,TN
Summary
Interact with product management, project management and development teams to develop a strong understanding of the project and objectives. Support different applications and perform validation testing during the off-hours maintenance Participate in troubleshooting and triaging of issues with different teams to drive towards root cause identification and resolution. ITIL Certified, PMP Certification ( Currently in Progress) Experience in Incident Management, Change Management, Problem Management Ensuring Timely Escalation of calls and act as first point of contact for Vendor Escalations Providing first level Technical Support to Customers ITIL change management processes, standards, and methodologies, their adoption and governance. Dedicated [Industry] professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
T24 Cloud Service Delivery Manager
Temenos India Private Limited
Chennai, TN
11.2019 - Current
- Review of Services and performance against SLA’s/OLA’s and KPI’s for SAAS Clients
- Lead and Manage internal delivery team to review incidents, problems and any other operational issues impacting client production and non-production environments
- Drive the teams to remediate the problems and provide root cause analysis needed
- Provide regular service reports to the clients identifying the units of work and performance against the units of time
- Review change management requests and participate in Change Advisory Board (CAB)
- Ensures a single point of accountability for the success of the delivery organization
- Handling over 20+ banking clients across ASPAC,EMEA and US regions
- Participate in setting standards of excellence around the project management discipline; this includes defining and implementing work plans and key milestone policies and procedures establishing appropriate levels of detail for work plan definition milestone tracking work plan creation & maintenance status reporting technical requirement definition system design workflow re-engineering implementation support transition
- Keep leaders advised of current activities that affect or have potential affect its business lines
- Coordinate cross-functional teams of technical and non-technical resources offering it program/project management including new product implementations major application upgrades hardware platform upgrades support operations interfaces application implementations
- Review service expectations with clients on a periodic basis
- Function as primary contact for existing contracts partner with clients to deliver it solutions
- Acting as one Single point of Escalation contact for all EMEA Clients
- Overall P&L Management for EMEA region maintaining it via Azure portal.
Service Delivery Lead
NTT Data Services Pvt. Ltd
Technical Lead
COGNIZANT TECHNOLOGY SOLUTIONS
Senior Associate
Tata consultancy services
Chennai
06.2011 - 07.2015
Senior Customer support Executive
HSBC Bank, ALLSEC TECHNOLOGIES
08.2009 - 01.2011
- Main point of contact for Client Relation Management and Business Development
- Responsible for Client and Internal SLAs
- Mentoring the team of process associates
- Team Building and Team engagement initiatives
- Maintaining production and quality metrics
- Query management
- Accountable for team attrition
- Process Flow validation
- Tier 1 and 2 Support for Credit card customers
- Mentoring team to adhere to Incident change management process
- Oversee one call solution for all customers and raise Problem Incidents for high Escalations
Education
Bachelor of Engineer - Information Technology
S.M.K Fomra Institute of
Technology, Anna University
01.2005 - 01.2009
Skills
Technicalundefined
Accomplishments
- Certifications:
- Project Management: ITIL Certified
- Tools: Service Now, MS Office
- Operating Systems: Windows
- Database : Oracle 10g Certified Associate
Timeline
T24 Cloud Service Delivery Manager
Temenos India Private Limited
11.2019 - Current
Senior Associate
Tata consultancy services
06.2011 - 07.2015
Senior Customer support Executive
HSBC Bank, ALLSEC TECHNOLOGIES
08.2009 - 01.2011
Bachelor of Engineer - Information Technology
S.M.K Fomra Institute of
Technology, Anna University
01.2005 - 01.2009
Service Delivery Lead
NTT Data Services Pvt. Ltd
Technical Lead
COGNIZANT TECHNOLOGY SOLUTIONS
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