Vinod Menon

20-24/G, Flat No. 201, A.S Arcade, Venkatapuram, Tirmulgherry, Secunderabad 15.
E-Mail: vinodmenon1980@gmail.com
Phone: +91
9393414140 (M)
Seeking middle/senior management assignments in Process Management/ Operations
with a growth oriented organization of repute, preferably in ITES/ KPO Industry.

Synopsis

Over 9 years of experience in Process Management (Transition) Technical Operations & Team
Management in IT Industry.

Adept in managing operations & spearheading teams for excelling business targets & service
delivery metrics operations.

Proficient in ensuring accomplishment of the set quality standards in SLAs.

Skills in managing, motivating and training teams for running successful business process
operations with proven ability of achieving process targets.

Proven abilities in maintaining excellent employee and customer satisfaction indexes.

Comprehensive knowledge of the concepts of ITIL and Project Management.

A keen and enthusiastic communicator with excellent verbal, relationship management,

analytical and problem-solving skills.

Microsoft Certified Professional (MCP) & Microsoft Certified Systems Engineer (MCSE).

Areas of Expertise & Exposure

Technical
Operating Systems: NT Workstation, NT server, Win 9x, Win XP and 2000 Professional
Functional
Process Management

Monitoring overall functioning of processes, identifying improvement areas and implementing

adequate measures to maximise customer satisfaction level.

Mapping clients requirements and coordinating in developing, implementing and transitioning

processes in line with the guidelines specified by the client.

Creating & implementing workflows to facilitate structured support in all areas and issues.

Sending reports to the top management and maintaining the agreed SLA & thereby focusing on
maximizing Customer Experience while optimizing costs.

Overseeing
process
improvement
initiatives
realignment/redefining & efficiency management.

through

system

changes,

process

Quality Assurance

Ensuring the quality of calls as per the set standards and conducting process reviews for
ensuring strict adherence to the process parameters/systems.

Ensuring accomplishments of the set quality standards in SLAs & CTQs.

Compiling, reviewing & monitoring daily/ weekly performance of TSR/CSR call quality.
Working on quality improvements projects for achieving continual improvements in the service
levels.

Client Servicing

Mapping clients requirements and coordinating implementing processes in line with the
guidelines specified by the client, on Operations Shop Floor.

Identifying improvement areas & implementing measures to maximize customer satisfaction

levels.

Recommending to clients on various business processes for performance enhancement and

increased customer satisfaction.
Involved in conducting conference calls and call calibrations with the clients

Technical Operations

Managing the technical operations, thereby rendering and achieving quality services.

Analyzing MIS reports & other statements with a view to upgrade the Shop Floor with latest
downloads on the process operations, and assist in critical decision-making process.

Actively involved in the:

Setting goals for the shop floor, according to Service Level Agreements and actively involved in
monitoring productivity.

o
o

Exchange Server Management & Systems Management Servers.

o
o
o

Setup of Print Server and Administration.

o
o
o

File and Print Sharing Administration.

Installing and
Workstation.

Troubleshooting

Windows

2000

server/

NT

Server

4.0

and

Installation and Management of SMS Clients.

Setting up Network Printers on Various Location and also Administration of the
Printers.
Constant Monitoring of Server for Virus Attack.
Back up of Servers at various Locations.

Team Management

Managing Team functions viz, manpower planning, recruitment, induction, performance

appraisal, etc.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in
process operations and meeting of individual & group targets.

Creating and sustaining a dynamic environment that fosters development opportunities and
motivates high performance amongst Team members.

Incident, Problem Management & Change Management

Regular analysis of the incident & problem management tickets to ensure the SLAs are met and
customer satisfaction is achieved.

Co-ordination with customers and vendors for resolution of the tickets.

Regular discussions with Technical Team about resolution of long pending, chronicle &

problematic issues.
Scheduling maintenance or change activities on Data Centre equipments.
Notify users/helpdesk about the maintenance activities.
Co-ordination with vendors and service providers to carry out changes on the servers.
Converse with Change Management team about issues & concerns related to changes.
Overall ownership during a change management activity.

Career Highlights

Since Nov07
IT.

Reliance Life Insurance

Regional Manager

Reliance Life Insurance Company Limited is a part of Reliance Capital Ltd. of the Reliance - Anil
Dhirubhai Ambani Group. Reliance Capital is one of Indias leading private sector financial services
companies, and ranks among the top 3 private sector financial services and banking companies, in
terms of net worth. Reliance Capital has interests in asset management and mutual funds, stock
broking, life and general insurance, proprietary investments, private equity and other activities in
financial services.

Accountable to provide management support, ensuring all new businesses/branches are rolled
out across the region from an IT perspective. Work closely with the customer in identifying
opportunities for improvement / reasons for sub-par performance & execute on them. Actively
evaluate and transfer best practices from other organizations in the industry.
Accountable to ensure all the projects are completed within the stipulated time while optimizing
cost.
Distinctively managed vendors across the region to make sure the partnership works as per the
strategic vision of the organization.
Distinctively managed Helpdesk and Application support to ensure proper service delivery to the
business within the SLAs.
Accountable for the delivery of all the operational services to the customer according to Service
Level Agreements and ensuring that delivery costs are at or below agreed contract.
Responsible to plan, track and manage various delivery and operational metrics and report the
same to senior management on a regular basis.
Anticipate & plan for new business & get involved in hiring, while preparing for infrastructure
and other growth related requirements. Actively plan for resources based on volume projection
and current available head count and allocate responsibilities.
Responsible to ensure minimum downtime & the implementation of digitized solutions in the
process ensuring adherence to all IT policies within the region.
Accountable to deliver on financial goals for the business identifying opportunities for Growth &
deliver on growth commitments (number of people).
Responsible to identify key cost drivers and ensure they are optimised. Monitor the performance
of the process and assist the teams. Assist with training and identifying training needs within
the group providing overall team leadership.

Jan07- Nov07
Command

UBS

Assistant Manager

Centre.
UBS is a leading global wealth manager, a top tier investment banking and securities firm, and one
of the largest global asset managers, providing a full spectrum of products to institutional and
corporate clients, intermediaries, government and hedge funds worldwide. In Switzerland, UBS is
the market leader in retail and commercial banking. Headquartered in Zurich and Basel, UBS is
present in all major financial centers worldwide. UBS's financial businesses employ over 75,000
people worldwide.

Distinctively managed Command Centre Operations as the Assistant Manager (Operations

Manager Incharge) Command Centre for UBS India Service Centre.
Accountable to coordinate all activities within the Operations Control Center and be in charge at
all times for managing the complete Incident Management process for Information Technology
Infrastructure (ITI) group.

Single Point of Contact (SPOC) for UBS internal customers (globally distributed application
development teams, business IT partners, etc.) and the Senior Management and is responsible
for ensuring that a solution is provided/and recorded for all the registered Incidents.
Accountable to provide required support from the OCC East and be prepared to manage
incidents including making an assessment regarding business impact and escalation. Constantly
monitor and maintain the availability of all IT Services in conjunction with other Command
Center operations around the globe.
Instrumental in day-to-day reporting of metrics in relation to the Operations Control Centres
Health check. As Operations Manager Incharge accountability includes managing all technical
disciplines within the OCC operationally.
Effectively chair the daily status meeting and the shift checkpoint meetings.
Play a key role within the Change Advisory Board (CAB) to make sure all RFC made to the ITI
environment passes through the essential change management process.

Nov04-Jan07
Management

ACS

Information

Specialist
Founded in 1988, ACS is the leading provider of fully diversified, end-to-end, business process
outsourcing (BPO) and information technology (IT) solutions to commercial and government clients
worldwide.

Distinctively managed day-to-day Operations as the acting Site Lead for Global Management for
Glaxo SmithKline Data Center Operations from ACS, Bangalore.
Transitioned GSK Global Data Center Operations from US (North Carolina and Philadelphia) to
Bangalore.
Exposure of working in tandem with Dallas, RTP (NC), KOP (PA) and UK sites to support GSK
DCO 24/7.
Accountable for handling daily GSK Operations entailing transitioning applications and tools to
Bangalore with managing turnover calls and Bridge calls with System Engineering groups to
ensure proper resolution of any Server/Network downtime.
Pivotal in carrying out client (GSK) Audits for ACS India and driving active resolutions for the
Audit findings to make sure there was conformance for all the guidelines.
Pivotal in driving Projects and Process Improvements to ensure better Operational success.
Instrumental in monitoring client servers/network remotely using tools like NetIQ, Big Brother,
WUG, CMW, SMS console, Microsoft Operations Manager and Compaq Insight Manager.
Involved in overseeing timely escalations and end to end follow up with respective support and
engineering teams for critical tickets created within Peregrines Service Center.
Awarded as the Champion of the Month for the contributions as a Team Player.

Jul03-Sep04
Support

Hewlett Packard

Senior

Technical

Engineer
Hewlett Packard is a technology solutions provider to consumers, businesses and institutions
globally. Providing IT Services to prestigious clients like HP, Microsoft, KPMG, Sony, Cable and
wireless, Disney, Oracle, AT&T, Merrill Lynch and many others.

Accountable for providing Triage services and reporting Service Level Agreements to the
Customers/Leadership on a regular interval.
Track record of dealing with the Quality Team to improve the Customer satisfaction by analyzing
the Customer Satisfaction scores and reducing D-Sat scores.
Accountable for monitoring a critical process called Event Management for the client KPMG.
Entrusted with additional responsibility of liaising with ICT (Information, Communication and
Technology).

Jul01-Jul03
Ge Capital iProcess
Technical Analyst
iProcess started of as a Joint venture with Ge-Capital and iGate technologies in Pittsburgh, which
later on was taken over by Ge-Capital India, supporting over 26 Ge businesses for Help Desk
services over the globe, iProcess, became one of the leaders in providing IT-enabled services with a
great flavor of Six Sigma, the way Ge works.

Distinctively spearheaded 27 technicians and involved in providing technical training on issues

like Ms Outlook, Ge-Extend and VPN.
Accountable for providing Network & various Business Application support to the Users of Ge
Aircraft Engines and also served as an Incharge of Accounts Creations for Network.
Involved in conducting remote Installation of Various Software like Microsoft Office, Outlook and
other business specific applications.
Pivotal in providing support for 1800 odd Business Specific Application from Hyderabad remotely
for a User base of 28000.
Hands on experience of remote dial in Software like Aventail Client for connecting to Virtual
Private Network, Fiberlink and Cisco Systems VPN.
Hold the distinction of reducing VOC defects from 15% to 6% in 1 months time.
Received an award as the Best Voice of Customer Award twice for the Exceptional Service
provided to the Customer.
Resourceful in streamlining the BCP/DRP process for the Specific Business (Aircraft Engines).

Previous Assignments
Feb01-Jun01
Mahindra & Mahindra
Network
Administrator
Mahindra Consulting is the sister concern of Mahindra & Mahindra one of the pioneers in automotive
industry. MCL takes care of all the IT related issues for M&M, from HelpDesk services to project
planning for any new networks that needs to be setup for the company.

Accountable for providing Desktop and Network Support to the employees, including managing
11 Servers which Included File Servers, Print Servers, Oracle Servers, Exchange Servers and
SAP Servers.
Distinction of implementing SMS Administration in the Plant, monitoring 11 Servers and 150
odd Workstations.
Pivotal in overseeing regular backups for File Servers and SAP Servers and monitoring all the
Servers for Virus Updates.
Involved in conducting remote Installations for various Software through SMS and successfully
implementing Automated Backups for all the Servers.

Jun00-Nov00
karROX Technologies Ltd., Nasik
Faculty
KarROX Technologies Ltd. Is the premier Computer Institute in India providing Information
Technology Courses which included C, C++, MCSE Certification, MCSD Certification and Oracle
Certification.

Accountable for assisting students appearing for MCSE Certifications and also maintained the
Internal Network for the Institute and conducted Seminars for the Center.

Feb00-May00
Padekar Computers Pvt. Ltd.
Faculty
Padekar Computers Pvt. Ltd. was a franchise of Aptech Computers providing Information
Technology Courses, which included C, C++, MCSE Certification and MCSD Certification.

Actively involved in supporting 3 sites for the purpose of training students appearing for their
MCSE Certification and for other Certifications like Windows 98 and SQL Server 6.5.

Trainings

Project Management from Pelcon.

DMAIC - Six-Sigma Quality Training from GE
1 month of Training on Routers for CCNA

Educational Credential
Pursuing Post-Graduate Certification in Business Management from XLRI Jamshedpur.
B.Com from Pune University in 2000.

Certifications

Microsoft certified Professional (MCP)

Microsoft certified Systems Engineer (MCSE)

Personal Details
Date of Birth
Passport Number

:
:

7th April, 1980.

B3612956.