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Director Operations Resume - SampleRHYAN XXXX Email: rhye.*****@yahoo.com Mobile 98******** Career Summary - A diligent professional with 12+ years of versatile exposure & experience across multiple industry verticals.
- Consistently streamlining programs & operations utilizing mixed expertise to meet expectations.
- Possess excellent communication skills & technical insight to effectively manage the work-force with optimum resource consolidation, people & project management.
Technical Skills - Project Management
- Mainframe Technology – Cobol, JCL, DB2, FOCUS, IMS, PL/1, Endevor, CA-7
- Microsoft Office – Word, Excel, Powerpoint and Microsoft Project
Personal Qualities - Can work under pressure to meet deadlines.
- Flexible team player.
Key Responsibilities Handled - Head of Technical Operations & Programs across 6 countries with E2E (End to End) ownership & highest point of escalation for same concern.
- Represent (or coordinate representation of) department among various teams during design and project management phases of IT architecture and application rollouts.
- Program ownership in terms of new products, associated budget, upgrades, new product features, infrastructural enhancements over existing services.
- Owner/SPOC (Single Point of Contact) for region in terms of IT Security & Quality Operations.
- Own revenue & financial accountability for the region. Carry out financial business planning and monitor progress on monthly basis to ensure compliance for operations & specific programs.
- Strategies entailing technical, financial, infrastructural upsurge & operations portfolio.
- A multi tier ownership for L1, L2 & L3 between Europe & Asia with onshore & offshore mix.
- Conceptualize and implement various technology, automation and standardization initiatives to enhance operational efficiency.
- Drive IT/Technical strategy, Roadmap, Capacity Expansion, Modelling & Upgrades.
- Finding new opportunities to offer as New or Premium Services to clients with cost realization.
- Re-evaluation of existing agreement to sensitize the scope adherence & virtue of additional cost if needed to turn it into Consultancy/Project.
- For Operations, Program oriented Up-selling & Upgrade of Services; lease-over of SMEs to respective clients &/ Internal teams.
Employers 1. Operations Director, XXXX from Nov XX – Till Date Heading entire technical deployment & support function for XXXX & Panel Member for XXXX countries:- Operations, Projects and Financial Management- Head of Technical Operations & Programs across 6 countries with E2E (End to End) ownership & highest point of escalation for same concern. Next level being in head office at UK.
- Represent (or coordinate representation of) department among various teams during design and project management phases of IT architecture and application rollouts.
- Program ownership in terms of new products, associated budget, upgrades, new product features, infrastructural enhancements over existing services.
- Owner/SPOC (Single Point of Contact) for region in terms of IT Security & Quality Operations.
- To own revenue & financial accountability for the region. Carry out financial business planning and monitor progress on monthly basis to ensure compliance for operations & specific programs.
- Budget, Vendor and Contract Administration including Financial Approvals e.g. for HP, Cisco.
- Complete client communication & alignment at top mgmt. level across the region.
- Revenue, Profitability, Quality ownership of department to board of management (Global).
- Accountable for managing overall operations of the Unit with focus on resource, information, project, client, & team management including overseas as well domestic trainings/exposure.
- To align and monitor various operations metrics with a view to drive operational excellence in the regional team and at centre.
- Responsible for multi-million dollar Profit & Loss status with respect to Technical/Project Domain.
- Drive initiatives in the management team and organizationally that contribute to a long-term operational excellence.
- Strategy formulation & Implementation/Policy and Program Development.
- Senior Mgmt. representation for entire region at board level with reports, changes, policies & strategies entailing technical, financial, infrastructural upsurge & operations portfolio.
- A multi tier ownership for L1, L2 & L3 between Europe & Asia with onshore & offshore mix.
- To conceptualize and implement various technology, automation and standardization initiatives to enhance operational efficiency.
- Drive IT/Technical strategy, Roadmap, Capacity Expansion, Modelling & Upgrades.
- To define the talent strategy for the team and executes the same to increase associate engagement and control attrition.
- Build strong line of technical teams having project delivery and operations experience in region.
- Facilitate towards auto-pilot mode by way of laying down the right mix of people, process and Technology.
- To leverage and introduce best practices in sync with other operation groups across the globe.
Product Roadmap & Functional Evolution Grid- Brain storming with Presales & Sales teams using market trends & end-user analytics data.
- Product enhancement/customization review/evaluation with Global Product/Development Unit.
- Contract management and negotiation for seamless integration with product &/project roadmap forecasted in tune with dynamic details & requisites.
Consultancy Services- Finding new opportunities to offer as New or Premium Services to clients with cost realization.
- Re-evaluation of existing agreement to sensitize the scope adherence & virtue of additional cost if needed to turn it into Consultancy/Project.
- For Operations, Program oriented Up-selling & Upgrade of Services; lease-over of SMEs to respective clients &/ Internal teams.
- The Time & Budgetary allocation, approval & scope agreements finalization.
Information & Communication Technology Role- Regional SPOC for ERP & Intra-Cloud for the global information mapping within organization.
- Complete region’s infrastructure ownership including s/w & h/w ramp up, security, and telecommunication vide VoIP.
- IT Security Audits, Policy formulation & Trainings to employees with periodic assessment.
- Sustenance of ISO9001, ISO27001 & TickIT certifications in organization.
- Disaster Recovery & Business Continuity Planning (DR, BCP) alignment with global & central teams including mock drills & pseudo audits.
Customer Satisfaction/CSAT- Excellent customer relationship at CXO level to ensure proactive approach towards innovation, predictability and discipline of projects & operations.
- Scheduled Operation Review Meetings, CSAT Survey Reviews & Escalation/Issue Driven Discus-sions for clarity with All Clients in South West Asia Region.
Outsourcing Strategy & Solution- Stringent model of outsourcing built & seasoned with Global Counterparts for an ongoing & effective outsourcing in breakups of Basic Deployment, L1 Tech Support, Onsite Deployments & the Managed Services.
- Overall evaluation of Vendor proposals, technical, analytical & operational review meetings with various vendors globally, sanctioning/approving the expenses for contracts.
Organizational Effectiveness- To actively review existing information & data with a view to - create data driven insights, con-tribute towards product development; support it and enhance internal efficiencies.
- Operate, monitor, maintain, update and upgrade Service Platform in IT, BSS & OSS aspect.
- SOX, ITIL compliant processes and systems to be monitored with clearly articulated SOP.
- Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions.
- Regional head for readiness of ISO27k & ISO14001 certificate requirements in organization.
Human Resource/People ManagementPersonal Details Date of Birth:Address:Languages known:
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