Vivek Ravikumar

I was responsible to interact and gather business requirements to deliver scheduling solution, business automation, and reporting solution to one of the largest hospital in the United States. The hospital had 44 divisions ans I was responsible for the delivery of the Product for all the divisions since the product was the used by all the divisions to schedule appointments, book rooms, modifications to appointments and so on.

Roles and Responsibilities:

• Understanding business needs and providing strategic solution to improve business growth.
• Coordinate with operations team, development team to design and implement solutions.
• Conduct Monthly/Weekly meetings with Stakeholders and Customers.
• Participate in internal review for upgrading technology and features in the product.
• Facilitated strategic decision-making by effectively communicating insights to executives and end-users.
• Maximised project ROI, performing user acceptance testing (UAT) to validate user requirements and expectations.

Key Achievements:

• Rolled out KEZAVA for the department before the scheduled time.
• Pitched for additional projects to increase revenue approx 90K USD.

I played a role of a Project Manager for banking and financial overseas accounts where there were multiple accounts under my purview. Understanding customer requirements and working along with other domain teams to address customer requirements was part of my responsibility. Outside the designated role, I also demonstrated Mindtree's proprietary tool for ITSM and monitoring (leveraged for shared services) to prospective clients in order to showcase the capabilities of the platform and deliver platform messaging to highlight Mindtree's value proposition; ultimately, converting prospects to customers.

Roles and Responsibilities:

• Interacting with customers understanding the requirement and executing a plan of action with the help of the respective domain team.
• Worked with Sales / Business Development teams to farm and qualify business opportunities in the existing accounts, identify key customer technical objections create a winning proposal from Mindtree.
• Participate in contract renewal discussions.
• Monitoring the infrastructure and suggesting the customer for stabilizing the environment.
• Planning of execution of new projects and deriving at resource estimation and cost estimation.
• Being a part of the internal and external audit for the project.
• Interacting with the management members projecting the project status.
• Worked with invoicing team for invoice generation and collection.
• Formulating the statement of work(SoW) with the pricing.
• Monthly review meetings with customers.
• Conducting Quarterly steering committee meetings and Annual Review meetings with the client.

Key Achievement:

• Brought in additional revenue to the company by identifying value adds which was converted to projects.
• Additional project contracts signed.
• Completed the assessment and was awarded the title “Mindtree Certified Operations Manager”.
• Received the 7/7 “CSAT” from the customer in the four quarters consistently.
• Analysed data and identify opportunities to minimise operating costs.

At HDFC Life I was responsible for IT infrastructure and applications availability for the customer visit branches present in South India and East India which consists of 164+ sites. In a nutshell my responsibilities include IT management, vendor management, project management, people management, application management.

Roles and Responsibilities:

• Ensuring high availability of systems & IT services in branches while controlling costs & ensuring data & asset security.
• Reviewing daily & weekly pending call list & ensuring closure of calls as per SLA.
• Effectively manage the vendors in the zone.
• IT Asset movement control, maintenance of updated IT asset inventory list, Asset tagging, Asset life.
• Creating IT awareness related to IT policies, usage & services to users.
• Creation, updating, compilation, and publishing of relevant files on the intranet for users to access.
• Defining roles and responsibilities of IT infrastructure support team and their interaction with regional resources and above.
• Being an effective party to audit representing the region.
• Evaluating appropriate tools/technologies solutions for End User operations management.
• Represent the department in the Zonal business counsel and Regional business counsel.
• Publishing the CIO dashboard to the management.

Key Achievements

• Ensured above 96% of infrastructure and network availability throughout the year by implementing dual links in site.
• Ensured business continuity solution was provided two days after Chennai city was hit by the cyclone in Dec 2015.
• The successful movement of the data centre with 0 hrs production downtime.
• Awarded the "Grow-Pilot" award for implementing 2 eUrekas project.

GSMC Team at Mindtree Ltd is responsible to monitor the Infrastructure assets like Servers, Networks, and Databases of the clients via Mindtree's proprietary monitoring tool (MWatch)and performing critical BAU activities. Initially, I was part of this team where I was troubleshooting issues, monitoring and performing BAU operations. After a year I was given an opportunity to lead this team based out of Chennai and was also involved in extending this team BCP location (Bangalore) where I had set up a Service Desk team consisting of 10 engineers from the scratch. The entire team consisting of 24 members has been successfully supporting GSMC in delivering infrastructure support for more than 20+ clients worldwide.

Roles and Responsibilities:

• Attend project meetings to discuss ideas to enhance the tool and automate activities wherever possible.
• Task allocation to the team to be sent every day so that the responsibility is individually shared.
• Yearly performance appraisals for the direct reports and provide individual feedback and improvement areas.
• Check the response analysis of the team for any SLA breaches, to ascertain the reasons behind them and find solutions to them to ensure the issue does not re-occur.
• Meetings with the Program Director, Engagement Managers & Operational Managers to discuss the Team functioning - how to make it better, suggestions, processes & activity discussion.
• Part of the transition team while onboarding customers on MWatch.

Key Achievements:

• Achieved zero attrition in my team for 2 consecutive years
• Successfully performed POC for a large customer with an infrastructure with 10k servers and won the project.
• Mentored engineers and helped identify their domain strengths. Provided the opportunity to move to the respective domain team based on their interests.
• Highly appreciated by the clients for providing consistent and timely operational support.
• Certified in Mindtree internal technical assessment program and was awarded the title “Mindtree Certified Engineer”.

I was part of the L1 team performing L1 task of monitoring devices, Servers, Databases, Networks via the monitoring tool and coordinating with the respective domain teams for any issues impacting the customer environment.

Roles and Responsibilities:

• Monitoring & troubleshooting customer's network device availability.
• Remote troubleshooting of the customer's LAN/WAN networks.
• Coordinating with the customer's ISP to expedite resolution of WAN issues.
• Coordinating with end user's to troubleshoot & resolve LAN network problems.
• Raise, diagnose and resolve incidents as reported in the ticketing system.
• Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences.
• Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.