Alvin Francis
Mobile:-
E-Mail:-(Immediate Joiner)
A Dynamic, result-oriented professional with more than 20 years of experience in managing entrepreneurial ventures across a
wide spectrum of accounts.
Have performed the following roles in my tenure.
Service manager.
Service delivery manager.
Global escalation manager.
Application/Enterprise Product support manager.
Project Manager.
Work experience in FIS global services.
Worked with FIS from 10th June 2019 as an Application support manager till 28th April 2025
Application support manager for DIM and Investran.
I am handling application support teams for 2 products Intellimatch and Investran.
I am responsible for ensuring that SLAs for all the clients are achieved.
Ensured I achieved the following SLAs within 7 months of my joining
Responsiveness SLA
Resolution SLA
CSAT scores
I identified two CPI initiates which helped save substantial working hours for FTEs
I have identified 2 automation ideas which will save the cost of 2 FTEs
Monitor and report on service levels.
I have service level meetings with top 5 clients.
I am working as a SDM for the top clients.
Work experience in Persistent systems limited.
Worked with Persistent systems limited from 18th of Nov 2013 to 24th May 2019 as a support manager.
Service Level Manager in ECM (Enterprise content management) and PDA (Pure data for analytics).
Headed teams for 12 different products for IBM (Enterprise content management). All the 12 products worked on diverse
technologies however most of them worked on Linux OS. Prior to this I was managing support teams for PDA which comprised
of L0, L1 and L2 teams, the Team comprised of Linux & Database administrator’s, after the SLAs became stable I was moved to a
new Project ECM to stabilize the metrics there. I have been able to successfully implement and achieve all the client given SLA’s
for all the 12 products in ECM in 9 months. My responsibilities in these teams were as follows.
I am responsible for negotiating Service Level Agreements and ensuring that these are met.
Making sure that all IT Service Management processes, Operational Level Agreements and Underpinning
Contracts are appropriate for the agreed service level targets.
Participated in technical proposal preparation to be submitted to the Delivery partner for review and
approval.
Continually identify ways to reduce cost in delivering the services and improve service.
Calculating the revenue for the project & sending it to the client for billing.
Driving productivity in coordination with service lines.
Ensuring CSAT scores are achieved.
Monitor and report on service levels.
Forecast and track client account metrics.
Setting KRA’s for the team leads, engineers and project leads.
Identifying risks in the Project.
Making sure a mitigation plan is in place & making sure that the risk is handled properly.
Anticipating attrition, ensure appropriate buffer is in place to avoid billing loss.
Working as the point of contact for GEP customers (Global elite customers of IBM)
Manage projects within client relationships, working to carry out client goals while meeting company
goals.
Identify opportunities to grow business with existing clients(IBM in particular).
Coordinate with other stakeholders working on the same account to ensure consistent service.
Service multiple clients concurrently.
Achievements as a Project Manager/Service level manager
Had a retention of 100% for a project where the attrition was at its peak when I joined, got an award for the same.
Did recruitment drives for multiple support projects in Persistent systems.
Helped kick start 3 new support projects in Persistent systems.
Have successfully mentored new managers & team leads in support projects.
Have successfully setup 4 support projects in IBM within a span of 4 years.
Work experience in Mphasis an HP company
Worked with Mphasis an HP company from 21st of May 2007 to 10th Nov 2013, in Mphasis I have played different roles. Along with
service management I also got an opportunity to work with PMO as a risk manager, change manager & a networking project
manager simultaneously.
Unit Manager/Transition Manager Role in Mphasis
Calculating the revenue for the process.
Forecasting the call volume & making the roster
Kick started a process by the name of Chrysler helpdesk
Made strategies for achieving SLA's such as Ticket response time, Utilization, Customer satisfaction index.
After Chrysler I was given an opportunity to kick start another Pilot process Bristol Myers Squibb
In Bristol Myers Squibb we provide Desktop support.
Preparing process reviews & action plans
Change Manager/Implementation Manager
As a change manager I performed the following tasks
Creating Request for Changes (RFCs) with the help of engineers for a Change Advisory Board (CAB) meeting.
Convening urgent CAB or ECAB meetings for all urgent RFCs.
Attending all CAB and ECAB meetings.
Authorizing acceptable changes, either alone or after a CAB or ECAB has taken place.
Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance
with schedules.
Updating the change log with all progress that occurs during the change.
Reviewing all implemented changes to ensure that they have met their objectives.
Referring to changes that have been backed out or have failed.
Analyses change records to determine any trends
Closing RFCs
Risk Manager
As a risk manager I performed the following tasks
Planning, designing and implementing an overall risk management process for the project;
Risk assessment, which involves analyzing risks as well as identifying, describing and estimating the risks
affecting the business;
Risk evaluation, which involves comparing estimated risks with criteria established by the organization such as
costs, legal requirements and environmental factors, and evaluating the organization’s previous handling of
risks.
Risk reporting in an appropriate way for different audiences, for example, to the board of directors so they
understand the most significant risks, to business heads to ensure they are aware of risks relevant to their
parts of the business and to individuals to understand their accountability for individual risks;
Corporate governance involving external risk reporting to stakeholders;
Project Management Role in Mphasis an HP company.
Managing projects end to end.
Scoping requirements before the kick off call
Organizing the kick off call between the stakeholders to understand the scope, timelines, cost & other relevant parameters
Creating the Scope document
Creating the project management plan
Identification of major program risks & managing the risks accordingly, in order to meet the project objectives
Preparing the schedule
Preparing the implementation plan
Managed Application as well as IT infrastructure program from project initiation till closure with Project Managers.
Coordinating all project activities with business owners/stakeholders and other support, technical infrastructure, and
application teams; communicating frequently with executive leadership to provide project risk analysis, status, and analysis
of requirements that might impact strategic direction.
Release management.
Reporting project status, resource utilization / requirements, compliance to goals, project quality, customer satisfaction,
etc. to the top management.
Holding review meetings to monitor progress of the project as per schedule and ensuring timely completion and delivery of
the project to the client
Closing the project
Achievements as a Project Manager/Unit Manager/Transition manager in Mphasis
Managed to successfully execute Projects with very strict timelines within the given timeframe
Biggest challenge as a PM was when I had to handle 2 full time highly escalated projects without a knowledge transfer as
the current PM had to leave on urgent basis without serving the notice period.
Transitioned Pilot processes in Service desk smoothly & efficiently
Have handled Red Projects & was involved in the Go to green action plan which was executed successfully
Worked as an Implementation manager, Risk manager along with my current role as a Project manager.
Have handled maximum 15 projects at a time.
Work experience in Serwizsol .
Worked in Serwizsol from the 27th of November 2006 till the 20th May 2007, I handled 2 process ADSL Maharashtra & Gold
Hub1(corporate customers) in E3E Serwizsol.
Responsibilities handled as a Team Leader in Serwizsol:
Interacting with the client.
Maintaining the SLA.
Maintaining High Level of Motivation & Lowering Attrition.
Setting targets for the floor.
Auditing calls & giving feedbacks to the agents to improve their quality.
Ensuring KRA’s are achieved on a daily basis.
Did appraisals for the agents based on their performance.
Work experience in Invengence .
Worked in Invengence from the 2nd of May 2006 till the 24th of November 2006
Responsibilities handled as a Team Leader in Invengence:
Managing the dialer i.e. downloading the lead set in the dialer & assigning the lead sets to the agents.
Preparing modules for training.
Taking the operations round of interview.
Preparing the daily sales report.
Planning & implementing various strategies for improving the performance of the floor & achieving sales targets.
Auditing calls & giving feedbacks to the agents to improve their quality & to achieve higher sales targets.
Work experience in Wipro.
Worked in Wipro from the 21st of July 2003 till the 5th Dec 2005 as a technical support engineer.
Personal Information
Name
: - ALVIN SUNNY FRANCIS.
Phone No.
: -
Date of Birth
: -.
Marital Status
: - Married.
Passport number
: - E-
Educational Qualifications
: - Bachelor of computer science (2003)
Professional trainings & Certifications
Prince2 certification(Foundation & Practitioner)
Training on Interviewing skills
Training on feedback & coaching sessions
ITIL (information technology & infrastructure library) training
ITIL certification (Passed ITIL V3 with 87%)
AOM (Active operations management) training & certification.
