Vishal B. Iyer Email: icecoldvishal@gmail.com Mobile: +91 9819794140 Date of Birth: 03/12/1983 Address: Flat number 11, Near Samrat Hotel, Thakurwadi, Dombivli West – 421202

WORK EXPERIENCE SUMMARY

Possess an overall 9.5 Years of Experience in information technology (IT).

Sr. No. Role Duration Organization Designation

1 Service Transition Manager Jun’14 till date Mastek Ltd. Software Specialist

2 Service Operations Manager Jan’14 till Jun’14

3 Module Lead/Queue Manager

April’12 till Dec’13

4 Team Lead July 2011- March 2012

Tech Mahindra Ltd.

Senior Technical Associate

5 Techno-Functional Analyst Aug 2006-June 2011 Technical Associate

6 Service Reporting Aug 2005-Aug 2006 Technical Assistant (On contract basis)

Handled Teams with team size of 30+ with 6 of them directly reporting to me As the first project in Mastek to implement the role of a Service Transition Manager, I have

successfully performed the role of an STM and transitioned numerous critical projects, so far.

Possess extensive expertise and experience in Business/System Analysis, Application/Production Support (L2-L3) activities.

Demonstrated excellent leadership, team player qualities and capability to mix well with individuals of different genre.

Demonstrated extensive expertise and capability in the services area as I have had tremendous exposure to the services aspect throughout my career.

Have very good exposure to working in a high pressure environment with strict timelines for various deliveries.

Gained a very good onshore experience while working for British Telecom in the UK, as an onsite co-ordinator and led my team of 15 successfully.

Have had exposure to technical areas like SQL Server 2000, MS SQL, and Unix.

ACHIEVEMENTS AND AWARDS

Ranked first in the ITILV3 Foundation external certification assessment in Mastek amongst a batch of 25.

Received a certification of appreciation for my outstanding work and efforts in Mastek as a queue manager and as a module lead.

Received appreciations for Service Transition presentation delivered to clients and senior management during their offshore visit.

Received positive feedbacks for numerous other presentations made to the entire project. Demonstrated excellent communication and inter-personal skills and have received several

accolades and feedback from my clients and managers for the same. Have also displayed integrity, problem solving ability, effective mentoring, effective stress handling

coupled with my excellent managerial skills, quick learning abilities and analytical skills. Received various accolades from clients as well as from my managers/seniors within the

organization for my exemplary work. Promoted to the role of Senior Technical Associate in Tech Mahindra Ltd. in July 2011.

Received Cookie Award in Tech Mahindra Ltd. for my valuable work. Received numerous appreciations from BT clients and my managers for my contributions in work. Received Long time service award from Tech Mahindra Ltd. for completing 5 years of service.

PROFESSIONAL CERTIFICATIONS:

ITILV3 foundation Certified Agile L1 Certified Oracle 9i DBA Certified Professional

KEY SKILLS – TECHNICAL, FUNCTIONAL, PROCESS

SKILLS TOOLS

DATABASE(S) Oracle

Language SQL, Foxpro, SQL Server 2000

Packages IBM Web sphere MQ

Systems/Operating Systems Unix, Windows 98/2000/XP, MS-DOS, SQL Plus, Excel, PowerPoint, iSQL

Others Service Transition, Service Operations, ITILV3, Agile L1

INTERESTS/PASSIONS

An Adventure Sports Enthusiast.o Have participated in Deep Sea Scuba Diving, Underwater Sea Walk, and Snorkelling in the

Andamans.o Have also participated in a Shark Cage Diving activity in South Africa and received a certificate

for the event.o Have had close encounters with a cheetah.o Been on wild animal safaris and bushwalks in Kruger National Park.

A Fitness Oriented Person, been regularly working out (6 days a week) for the past 15 years An outdoor sports enthusiast too; so love playing and following number of sports/sporting events

namely, Mixed Martial Arts (MMA), rugby, football, cricket, tennis, badminton, F1, etc. to name a few. Indulge in music, singing and cooking. An enthusiastic traveler and foodie. An avid reader; I like reading management books, biographies, mystery novels, etc.

ACADEMIC QUALIFICATION

Bachelor in Commerce from the University of Mumbai, 2004 with specialisation in Accounting and Finance, with a percentage of 58.71%

HSC (12th) from Maharashtra Board in 2001 with a percentage of 71.17% SSC (10th) from Maharashtra Board in 1999 with a percentage of 76.93%

WORK EXPERIENCE

1: Mastek Ltd. (April 2012- till date)

Project # 1: IPF Managed Services

Client: IPF - International Personal FinanceDomain: Micro-financeTechnologies: SQL Server, VB, ASPDescription: IPF is a leading international provider of home credit in emerging markets and the human face of finance. The home credit product has two core elements: a small-sum, short-term unsecured cash loan and an optional home collection service provided by dedicated agents. Customer operations are in six countries- Poland, the Czech Republic, Slovakia, Hungary, Romania, Mexico, Lithuania and Bulgaria.Spain is being introduced in the month-end of January 2015

1. As a Service Transition Manager (Team Size 30+), so far I have –a. Successfully transitioned several business critical projects into Live with ZERO Defects

spillage.b. Chaired and Driven several Service Acceptance Criteria (SAC) Meetings, Acceptance into

Service (AIS) Meetings.c. Also chaired and driven several weekly meetings with participation from clients and

respective Project teams to track LIVE Issues post release.d. Handled transition for multiple releases and as a result, have displayed multi-tasking skills

for this demanding role.e. Prepared & reviewed documents for Early Live Support (ELS), SAC, AIS.f. Carried out extensive analysis and prepared numerous presentations for AIS meetings.g. Co-ordinated and communicated with Project Managers and team leads to implement

Transition Kick-off meetings, Knowledge Transfer sessions, AIS, SAC meetings, etc.h. Been actively & primarily involved in presenting Weekly status to senior management, and

periodically to the clients.

2. As a Service Operations Manager (Team Size 30+), I have –a. Been responsible for Daily operational activities within the team. Few of them are:-

i. Conducted and/or overseeing daily stand-up meetings within all modules within services namely, Incident Management, Problem Management, Release Team, Data Platform/Data Warehouse support.

ii. Arranged and Participated Audits in Internal CIC audits, and Process Group Audits.

iii. Given Presentations on Operational Progress and Status of various service modules in the Project Meetings, to the entire project audience.

iv. Tracked contractual service reports to ensure SLA is met.v. Conceptualized, Executed and Prepared numerous presentations for weekly,

fortnightly and monthly Client meetings.b. Implemented Agile Practices such as Daily Stand-up meetingsc. Streamlined Audit Processes existing within the teamd. Chaired Client and internal meetings on a weekly basis

3. As a Module lead and Offshore Co-ordinator, my roles and responsibilities include the following:-a. Successfully implemented an effective daily handover process.b. Have also brought about effective changes in the work allocation process and work

prioritization within the team by adopting an organized way of working.c. Perform Application support level 2/3 support activities in a managed service environmentd. Involves quality service delivery by contributing to the ITIL Framework via Change

Management, Incident Management, and Problem Management.e. Responsible for co-ordination of technical resources through the diagnosis and resolution

of service incidents. Co-ordinate with onshore team daily, assign live issues to team members, rotate resources in different work areas. Plan weekend workings whenever required.

f. Assessing the business impact of the incidents and assigning & reshuffling priority where appropriate. Keeping the customer informed of progress and advising on workarounds.

g. Contribute to ensure contracted SLAs and KPIs are achieved. h. Prepare Root Cause Analysis (RCA) reports for major incidents.i. Creating and maintain resource plans to track the work of team members, thereby

ensuring productivity of team members.j. Arrange effective training plans for the new resources; and cross-module trainings to

ensure that every team member can be rotated in every area, thereby reducing dependency on a single person.

k. Participate in weekly calls with clients to identify pain areas, and implement proactive monitoring to achieve the best user score-card rating across all markets.

4. As a Queue Manager (for a team of 20), I have - a. Successfully reduced incident numbers by more than 50% by taking below actions:-

i. Co-ordinate implementation of Problem records for most painful areasii. Identifying and fixing issues in areas where repetitive incidents are raised.iii. Push for quick closure of incidents where quick resolution can be applied.

b. Assigned incidents to resources and track their closure.

c. Implemented various changes in the incident management process effectively, as a result team members are able to work on the allocated incidents in an organized manner.

d. Analyzed the incidents, identified repetitive issues and taken appropriate measures to curb their inflow.

e. Prepared customer reports and performed in-depth analysis.f. Escalated problematic areas to higher management whenever required.g. Inter team co-ordination to verify and improvise incident management process adopted

across the team.

2: TechMahindra Ltd. (August 2005-March 2012)

Project # 1: Flow Stream

Client: British TelecomDomain: TelecomTechnologies: Oracle SQL, PL/SQL, UNIX Description: FlowStream is a mid tier orchestration system targeted at automation of broadband order handling. In practical terms, it acts as a rule driven mid tier server offering simple and product independent services to client systems wishing to have broadband services (It includes products such as Broadband, PSTN, VoIP, IPEX, LLU etc). It is an integrated package of multiple components designed to work together.

1. As a cross-functional ASG/ Team Lead (May 2009- March 2012), my responsibilities included the following:-

a. Performed L2/L3 production support activities that include handling faults/tickets raised by users and carrying out various proactive maintenance activities across applications, to minimize faults and enhance customer experience.

b. Undertake Business Code Analysis and provide customer solutions for various BT telecom products.

c. Proactively spot potential show-stoppers with the help of extensive domain knowledge gained over many years and thereby ensure fixes are provided to such issues.

d. Participation on ad-hoc calls for resolution of priority issues with users and external components. Extensive interactions with different lines of business for different product requirements & support issues.

e. Attending and chairing conference meetings and present various reports to higher management.

f. Devised ways to streamline the process of handling incidents/tickets/Service requests within the team. The processes implemented resulted in reduction in the inflow and backlog of over 1k tickets to around 300 on a daily basis. This has resulted in reduced cycle-time and ensured that the SLA targets of 95% have been met.

g. As a team lead, I was also involved in active training and mentoring of associates. Involved in planning and scheduling of work, allocation of roles and responsibilities to ensure organized team work and avoid redundancy.

h. Arranging inter-module knowledge transfer sessions for the team from development and the design teams. Arranging team events, parties, day-outs, brain storming sessions as a part of team building initiatives.

2. As an onsite co-ordinator (August 2008 – May 2009), my primary responsibilities were:-

a. Performed L2/L3 support activities that include handling faults/tickets raised by users, carrying out proactive maintenance/monitoring activities across applications, to minimize faults and enhance customer experience.

b. Business Analysis/Code Analysis and provide customer solutions for the BT telecom products.

c. Devised ways to introduce new alert mails for applications and automation of order progression to meet the RFT targets, thereby enhancing Customer experience.

d. Attending regular Client calls and meetings to capture requirements and providing the reports on system health check regarding fault analysis and defects, and implement service improvement plans to make the system much more robust so that manual intervention can be reduced as much as possible.

e. Liaising with the lines of business for different product requirements & support issues.

f. Chairing and attending various conference calls, with the SMC’s, higher management, developers and designers, client for tracking status of issues, management reporting, client reporting, etc.

g. Also carry out extensive discussions with designers/developers to analyze the problem areas and propose effective solutions to fix LIVE issues.

3. As a team member (August 2005- July 2008), my primary responsibilities were:-

a. Performed L2/L3 activities that include handling faults/tickets raised by users and carrying out various proactive maintenance activities, to minimize faults and enhance customer experience.

b. Highlight LIVE issues to design/development teams with detailed analysis/RCA. Have discussions with those teams to analyze the problem areas and propose solutions.

c. Liaise with the lines of business for different product requirements & support issues.d. Attending Client calls – daily, weekly and monthly calls. Participation on calls for resolution

of priority issues with users and external components.e. Preparation of CE reports for BT for client meetings.