Vikram Prakash Dhayanandhan

• As an IT customer service and operations manager, my experience has been focused on ensuring that the needs of SSP's customers are met while maintaining efficient and effective operations. I have had the opportunity to work with a wide range of Insurance clients.
  
  One of the key aspects of my role has been to develop and implement customer service policies and procedures in SSP that ensure that our clients receive a consistently high level of service. I am instrumental in building customer confidence by ensuring that the customer service team is well-trained, responsive, and consistently delivers excellent service. This has involved working closely with our Engineering teams to deliver Software releases and Enhancements and working with my Service Delivery team to ensure that they have the necessary training and resources to handle a wide range of issues, as well as monitoring customer feedback and making adjustments as needed. In addition to customer service. I have also been responsible for managing the Change Management .
  
  I have also been involved in the development and implementation of new technology solutions to help streamline our operations and improve our overall efficiency.
  
  Throughout my time as a customer service and operations manager, I have learned the importance of communication and collaboration. By fostering strong relationships with both our customers and our internal team, we have been able to build trust and improve our ability to deliver high-quality service.
  
  Responsibilities:
• Regional Operations Manager accountable for IT service management for all SSP Products across Asia Pacific.
• Liaison between Customer and SSP teams and responsible for Measuring and Improving Customer Relations.
• Contract negotiation, reviews and Service Level Management.
• Design and propose 24X7 Support Team compositions.
• Monitor and control operational run costs
• IT service and Operations and migrations for Legacy products of SSP.
• Governance of value of Service delivery- Incident, Problem and Service request management and risk.
• Identify and highlight gaps in processes, improve or introduce processes across departments to achieve operational efficiency.
• Recruit and Manage Service Delivery Managers and Software Engineering leads.
• Responsible for Service Transition, Operations and CSI for multiple accounts.
• Change and Release Management.
• Conduct Analytical deep dives and data visualisations to report Operational performance metrics and create insight into Customer business needs to drive growth and performance.
• Identify opportunities to Up-sell and cross-sell SSP Products.
• Conduct contract and Service Level reviews and Renewals.
• Service Design and Pre-Sales for Software as a Service Platforms
• Supplier and Financial Management.
• Demand and Capacity Management
  
  Notable Achievements :
• Turned Customer Feedback to positive in all Products supported
• Introduced Shareable Customer facing Data metrics for transparent visibility of performance.
• Introduced ITIL Metrics and KPIs used to track and optimise productivity of Operational teams
• Introduction of new processes and changes in the Business processes with Stakeholder agreement.
• Designing the structure of the Service Management teams in different time zones.
• Managing Staffing and operational expenses in different zones . Setting and Measuring Critical Success factors and Measurement of KPIs on Availability Management

As a service delivery manager in Cognizant, my role is to ensure that our Insurance clients receive high-quality and timely Data warehouse support services. This involves managing the delivery of multiple projects, coordinating with cross-functional teams, and maintaining effective communication with both clients and internal stakeholders.
In addition to project delivery, I was also part of the ITIL COE responsible for identifying areas of improvement and implementing strategies to enhance service quality and efficiency.
Being a service delivery manager in Cognizant requires strong leadership skills, an ability to navigate complex projects and a commitment to delivering exceptional customer service. Through my experience, I have learned that building strong relationships with clients, maintaining open lines of communication, and prioritizing quality are essential for driving success and achieving client satisfaction.
Responsibilities :

• ITIL Service Manager Responsible for Incident, Service, Problem and Change Management for Businesses with Mission Critical SLAs for Reporting and Analytical Data-warehouses.
• Manage Customer Relations and act as point of contact for Cognizant's ETL and Data warehouse team for the account.
• Responsible for delivery of Enhancements for reporting Data warehouses in Informatica and DataStage.
• SLA adherence, Root cause analysis, Issue investigation
• Identify performance bottlenecks in ETL programs, propose and implement alternate optimal solutions and Service Improvements (CSI).
• Analyse job schedules, outages, holiday exceptions and month end cycles to plan production support coverage and team deployment.
• Capacity and Demand management.
• Responsible for creating Standard Documents, including Technical Design documents, Review checklists and Estimation template.
• Knowledge retention by way of assessments and training
• Exercising discretion over day-to-day activities the team members are handling and recommending personnel action.
• Publishing Analytical reports
• Service review meetings and workshops
• Identifying risks and dependencies to implement appropriate mitigation strategy.
  
  Notable Achievements:
• Core member of the Application Value Management Business Unit, which focuses on ITIL Maturity
  Consultant to onboard new maintenance projects, perform ITIL assessments, suggest interventions for ITIL maturity.
• POC for new proposals and responsible for Estimating Support efforts and cost, performing due diligence, Base lining support Services and developing Transition plan.
• As CSI Champion , successfully achieved Continual Service Improvements -Reduced Mean time to Resolve (MTTR) .
• 20% year on year reduction of Incidents by way of permanent fixes and automation.
• Improved Ticket resolution Productivity of resources by way of Knowledge Management.

Team Lead - 09/2005 - 06/2009
ETL Developer - Lincolnshire , IL, USA and Chennai 12/2002 - 08/2005

Responsibilities:

• Technical Manager responsible for Data warehouse extract program deliveries to clients
• Single Point of Contact for the customer to coordinate Development and delivery of fixes , enhancements and new projects in ETL space for customers HCM Peoplesoft Data warehouse
• Prioritizing tasks, planning releases, impact and Risk analysis, allocating and monitoring progress on development and testing of ETL Interfaces
• Provide Functional and technical guidance to my team in developing and delivering ETL Programs
• Suggest and implement process improvements for the client for better and efficient delivery.
• Requirement Analysis,Development and Peer review of developed Informatica Programs, UNIX scripts.
• Defect Prioritization, Bug fixing and Change implementation.
• Root Cause Analysis for failures, proposing Workarounds and Permanent fixes for failures.
• Analyze expensive Informatica programs and peak load performances to propose Performance tuning, Automations,Process improvements and alternate solutions.
• Monitor Performance of team and manage performance
  
  Notable Achievements:
• Incident reduction by way of permanent fixes and automation.
• Reduction of recovery time for Critical Incidents by way of documented roll back methods
• Automatic failure notifications for critical jobs
• Perpetual processing for near real time copies of transactional data in legacy systems.
• Performance Tuning of Interface Programs.

• Requirements analysis and creation of Design.
• SQL programming
• Development of reports with Developer 2000
• Responsible for Backup of Oracle 8i database
• DB Support for Sybase
• Status Reporting.