Vishnu Hari
Bangalore
Summary
Technical manager with over 6 years of experience leading large teams. Proven track record in building high-performing teams and optimizing resources. Committed to integrating the latest technologies and innovations to drive results. Expertise in fostering a focused and driven work environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Manager
Teva Pharmaceutical India Private Limited
Bangalore
10.2024 - Current
- Spearheaded transition of Service Desk from Israel to India and Mexico.
- Manage a team of over 40 analysts across both countries.
- Led cross-functional teams to implement process improvements in pharmaceutical operations.
- Manage project timelines and resources for product development initiatives.
- Develop training programs for staff.
- Analyze operational data to identify trends and enhance efficiency efforts.
- Facilitated communication between departments to streamline project execution.
- Drove resource benefits via various strategic projects.
- Collaborate on automation and generative AI projects to improve efficiency.
- Implement AI solutions for Chat and Telephony systems, optimizing operations.
First Line Manager
Kyndryl Solutions Private LTD
Bangalore
01.2020 - 10.2024
- Implemented process improvements to enhance organizational culture and optimize procedures for increased efficiency.
- Introduced methods and systems that reduced turnaround time significantly.
- Established effective communication channels among unit staff and leadership, minimizing miscommunications and missed deadlines.
- Devised processes aimed at boosting long-term business success and increasing profitability.
- Managed client connections and service improvement initiatives to enhance client satisfaction.
- Introduced automation solutions, achieving over six full-time equivalent savings.
- Implemented Six Sigma project to drive quality enhancements.
- Ensured compliance with all service level agreements, maintaining operational standards.
Team Leader-Transition Account
IBM India Private LTD
Bangalore
01.2018 - 01.2020
- Create knowledge articles to enhance team resources.
- Establish professional relationships with team members for efficient issue resolution.
- Mentor employees to ensure proper completion of assigned duties.
- Conduct training sessions to boost productivity and commitment to service excellence.
- Proposed one Six Sigma project to improve operational efficiency.
Centralized Technical Support
IBM India Private LTD
Bangalore
08.2016 - 01.2018
- Was in the role for 18 Months
- Provided Tier 2 IT support to end users.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Service Desk Analyst
IBM India Private LTD
Bangalore
01.2015 - 07.2016
- Started with IBM as Service Desk Analyst for Client 1 in the year 2015.
- Worked in the role for 18 months.
- Handled the night shift all by myself for 8 months straight with no escalations.
- Helped the team with creating KBs.
- Mentored the new joiners.
- Provided floor support whenever needed.
- Assisted Level 2 team with a ATT project.
- Supported the desk with assistance on any ATT issues.
Education
Science Education -
St. Thomas Public School
BangaloreSkills
- People management
- Client management
- SLA oversight
- ITIL V4 certification
- Transition management
- Continuous improvement
- ISO 27001 compliance
- Operational analysis
Certification
- ITIL V4, 04/01/20
- ISO 27001, 07/01/22
Accomplishments
- Attained NPS score of 9 twice in last 3 years.
- 100% SLA were achieved in the year 2022.
- Cleared ISO audit with 0 findings.
- Recognized by the Clients and Leadership for the Services provided.
Hobbies and Interests
Project Management
Timeline
Technical Manager
Teva Pharmaceutical India Private Limited
10.2024 - Current
First Line Manager
Kyndryl Solutions Private LTD
01.2020 - 10.2024
Team Leader-Transition Account
IBM India Private LTD
01.2018 - 01.2020
Centralized Technical Support
IBM India Private LTD
08.2016 - 01.2018
IT Service Desk Analyst
IBM India Private LTD
01.2015 - 07.2016
Science Education -
St. Thomas Public School