Biju M

BIJU M E-Mail:-|| Mobile: - IT & Telecom Project Manager/ Zonal Manager / Service Delivery Manager Versatile and hands-on Project Manager/Service delivery Manager who leads teams to design and implement successful IT projects that align business and IT & Telecom objectives and deliver rapid results. OVERVIEW Accomplished Computer Graduate with demonstrated ability to analyse business requirements and create effective technical solutions applicable to diverse industries. Presently associated with Karvy Innotech Ltd, Bangalore as Project Manager (PM); working with the project Dell Technologies– Service delivery operations. Experienced in IT & Telecom service delivery operations, with over all 23 years’ experience in managing multi-disciplinary team of varying sizes and complex programs of work. Reliable record of success in the Service delivery management in the areas of Hardware, Software, Infrastructure, Network, service Operations, Account, Human Resources, Program and Project Management. Wide technical and the strategic background, experienced at functioning with business leaders to transform business needs into technology results. In-depth expertise in the areas of client account servicing, liaison between client and IT technical teams, full systems development life-cycles and managing projects. Successful in management roles that demand rigor, a high level of drive and dedication and a focus on delivering business outcomes through the use of methodologies. CERTIFICATIONS LM Printers HP Certified System Administrator ITIL V3 Foundation COMPETENCY COVERS Strategic Alignment Business and commercial acumen Leading Change Tenacity of purpose Project/ Program Management Service Delivery Operations Incident / Problem Management Event Management Risk Management Service Request Fulfilment SLA Management Escalation management Relationship Management ORGANISATIONAL EXPERIENCE Apr’18 Onward with Karvy Innotech Ltd Growth path Project Manager, Karvy Innotech Ltd, Bangalore Zonal Manager, Karvy Innotech Ltd, Bangalore Service Delivery Manager, HCL Services, Bangalore CE Manager - Installation Operation Centre Manager, HCL Pondicherry Area CE Manager - Installation Operation Centre Manager, HCL Pondicherry Area CE Manager - New Installations and commissioning of HCL products, HCL Chennai Territory Manager – Regional Service Desk, HCL Chennai Regional Test and Repair Centre In-charge, HCL Chennai Regional Test and Repair Centre Engineer, HCL Chennai Dec’22 onwards Apr’18 –Dec’22 Apr’14 – Mar’18 Aug’13 - Mar’14 Aug’11 – Jul’13 Jul’10 - Jun’11 Aug’08 – Jul’10 Jul’04 - Jul’08 Nov’00 - Jul’04 Highlights ❖ Honoured 8 appreciation letters across the tenure of service for showing outstanding performance. Projects Executed ❖ ❖ ❖ Dell Technologies - Installation & Break fix Services Delta Power Solutions - Installation & Break fix Services Digischool – Installation and Services Role: Project Manager Role: Service delivery Manager Role: Service delivery Manager Responsibilities include ❖ Handling National Level Project Management. ❖ Understand the expectation of external stake holders to meet the Project requirements. ❖ Identify and deploy the required resources to render excellence in service delivery. ❖ Base line the current service and show the continuous improvements on service delivery. ❖ Continuous revamp of the process to build robust & best process practices. ❖ Facilitating the development of business and technical solutions to bring compliance with the service. ❖ Managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs. ❖ Producing proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice. ❖ Handling customer escalations by resolving issues and needs of the client; conducting incident management trend analysis within the supported environments. ❖ Ensures 100% customer satisfaction. ❖ Accountable for handling service delivery, open calls, spare parts management, and replacement follow up and escalated complaints. ❖ Exploring business opportunities from existing setups by farming and mining. ❖ Service Delivery as per agreed SLA and achieve Customer Delight. ❖ Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. ❖ Dashboards and Management reporting. ❖ Billing and collection tracking. ❖ P & L responsibility. ❖ Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA. ❖ Leading. Mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. ❖ Imparting process and technical trainings to the team for team motivation and technical growth. As Area CE Manager - Installation Operation Centre Manager, HCL Pondicherry ❖ Worked on national level management of new installation groups of 11 regions across south and east. ❖ Was accountable for presenting new Installation planning and monitoring engineer’s movement. ❖ Carried out technical order verification and clearance; made Supply Order in SAP and clearance for shipment. As Area CE Manager - New Installation & Commissioning, HCL Chennai ❖ Overseen new installations in HCL Chennai Region with a team of 20 engineers. ❖ Scrutiny of sales purchase order for the payment terms and scope within HCL horizon ❖ Coordinated with contractors during system integration process for technical order verification and clearance. ❖ Ownership to initiate escalation to the stakeholders to avoid LD on delivery schedules. ❖ Verified technical order interoperability with commercial vendors for on-time clearance and timely payment follow-ups / collection. As Manager – Regional Service Desk (Call Centre/Help desk), HCL Chennai ❖ As in-charge of Regional Service Desk of HCL Chennai region - supported hardware management, implementation, testing, 24×7 phone support and anomaly resolution. ❖ Successfully resolved around 500 incidents per day, pending of < 0.5 days to meet compliance requirements. ❖ Ensured 100% customer satisfaction by strictly adhere to service level agreements. ❖ Worked with 125 field engineers for field operations to maintain effective customer escalation records. ❖ Liaised with Regional SCM, TRC and vendors for the spare management. As Regional Test and repair Centre in-charge, HCL Chennai ❖ Overseeing Repair Centre to ensure providing quality TRC outputs ❖ Conducted regular training programs for development of TRC Engineers - 15 engineers ❖ Produced proactive SAP updates on Inventory Planning and Management based on spare related field calls ❖ Involved in complete Vendor Management. ❖ Expert in diagnosing higher end printers. As Regional Test and Repair Centre Engineer, HCL Chennai ❖ ❖ ❖ Proactively conducts testing and repair computers and peripherals including SMPS, Printers, monitors, UPS, Motherboards and add on cards, Thin Clients and dump terminals, Hubs and Switches. Expert in diagnosing DM Printers, Laser printers and Inkjet Printers. Assertive manager with outstanding ability to repair various types of printers and monitors. PROFESSIONAL ENHANVCEMENTS ❖ ❖ ❖ ❖ ❖ ❖ Line Matrix Printer training from Lipi Factory. Sun Hardware and Sun Solaris Training at HCL Training Centre. Dot Matrix Printer training from TVS. Essential skills for young managers. 7 habits of highly effective people. People Management Training from HCL. ACADEMIC- Bachelor in Computer Application Diploma in Computer Hardware Maintenance Pre Degree Certificate Secondary School Leaving Certificate Alagappa University, Karaikkudi Model Polytechnic, Mala Govt. College, Malappuram MSP High School, Malappuram 58% 76% 57% 85% PERSONAL DETAILS Date of Birth Nationality Languages Known Permanent Address Present Address Pan Card : 7th December 1978 : Indian : English, Hindi, Malayalam and Tamil : Madakkayi House Chennath Road Munduparamba Malappuram Kerala - 676509 : No.6, Ground Floor, G.No. 2nd Street,Jogupalaya,Halasuru, Bangalore - 560008 : AJLPM6818Q Date: 16-01-24 Name: Biju M Place: Malappuram Signature: