Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
Generic

Vipul Kumar S

Chennai

Summary

Seasoned Cloud Operations Leader with a proven track record at Temenos India Private Limited, specializing in client support delivery and cross-cultural engagement. Demonstrated ability to drive significant improvements in service delivery management while managing over 20 global banking clients. Expertise in cloud service management and organizational development enhances operational efficiency and boosts client satisfaction. Committed to leveraging these skills to further elevate service excellence within the financial services sector.

Overview

16
16
years of professional experience

Work History

Associate Vice President - Cloud Operations

Temenos India Private Limited
Chennai
11.2019 - Current
  • Review of Services and performance against SLA's/OLA's and KPI's for SAAS Clients
  • Custodian for Temenos Product deliverables such as Transact, FCM, TDH, DES
  • Work with different internal teams like cloud, Development, PACS, SRE, CTS to ensure seamless deliverables are met as part of organizational goals
  • Azure Cost Maintenance
  • Lead and manage internal delivery team to review incidents, problems and any other operational issues impacting client production and nonproduction environments
  • Defect Management reduction - Ensure fixes are properly tested and delivered to ensure bugs are not repeated
  • Part of ORB - Operational Readiness Board to ensure Go-Live Clients are equipped with necessary infra, Monitoring, Architecture and Functional changes are recorded and properly handover to cloud team
  • Escalation Point of contact for any Clients in Europe region
  • Improvement Suggestions - Suggest improvement plans to Cloud team for any issues which are reported and record it in Knowledge document for future reference
  • Designed and Developed RACI Model to Cloud
  • Hands on Experience on Release, change and Maintenance management
  • Modules handled includes Internet banking, Mobile banking, TPH - Temenos Payments hub, Funds transfers
  • Day to today COB operations
  • Exposure to R17, R18, R19, R20, R21, R22 - AMR releases
  • Drive the teams to remediate the problems and provide root cause analysis needed
  • Provide regular service reports to the clients identifying the units of work and performance against the units of time
  • Review change management requests and participate in Change Advisory Board (CAB)
  • Ensures a single point of accountability for the success of the delivery organization
  • Handling over 20+ banking clients across ASPAC,EMEA and US regions
  • Participate in setting standards of excellence around the project management discipline; this includes defining and implementing work plans and key milestone policies and procedures establishing appropriate levels of detail for work plan definition milestone tracking work plan creation & maintenance status reporting technical requirement definition system design workflow re-engineering implementation support transition
  • Keep leaders advised of current activities that affect or have potential affect its business lines
  • Coordinate cross-functional teams of technical and non-technical resources offering it program/project management including new product implementations major application upgrades hardware platform upgrades support operations interfaces application implementations
  • Review service expectations with clients on a periodic basis
  • Function as primary contact for existing contracts partner with clients to deliver it solutions
  • Acting as one Single point of Escalation contact for all EMEA Clients
  • Planning for Budgeting , Cost optimization, Process Controls

Service Delivery Lead

NTT Data Services Pvt. Ltd
Chennai
06.2017 - 11.2019
  • Being an Operations lead it would be my responsibility to ensure that team works adhering to regulations and principle designed by the clients by overseeing the operations 24/5
  • Need to ensure that all Changes are created within the agreed SLA, Proper follow ups are completed for Group Approvals, Representation of team members in CAB Call and etc
  • First point of contact for Client Escalations and need to make sure that there issues are addressed immediately without any issues
  • Need to make sure that there is proper Shift Rostering, Shift Management and ensuring that there is enough people to support operations on Public Holidays
  • Prepare Weekly, Monthly Performance Reports and share the same to the customers and make them understand how we progress on business on a daily and Monthly basis
  • Suggest Process improvements, Provide Feedback and supervising the daily process changes
  • Track and provide feedback on areas of improvement for associate whose performance is not up to level of expectancy
  • Need to make sure that team is compiling to ITIL process and principles by strictly following the current mechanism
  • Suggest improvement opportunities which could be automated rather than manual interventions
  • Increase the cost of Billing by reducing the number of human errors
  • Analyze the processes directed towards strategic business and other organizational objectives
  • Present periodic Dashboard reports on the current program
  • Implementation of the processes and various continuous improvement programs
  • Collect all critical business requirements from relevant entities and ensure early consensus
  • Convene the Weekly, Monthly Review Calls, Prepare the Billing Invoice to the customer
  • Raising Invoices for Customer billing in SAP
  • Implemented project management techniques to overcome obstacles and increase team productivity
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel

Technical Lead

COGNIZANT TECHNOLOGY SOLUTIONS
Chennai
08.2015 - 06.2017
  • Responsible for IT infrastructure Management for Millercoors LLC with infrastructure of more than 10000 users
  • First point of Contact for Priority 1 - Critical & Priority 2 - High
  • Owning of IRB - Incident Resolution Bridge for Priority issues and driving the call until resolution is achieved
  • Grouping of all vendors ( IBM,HCL,ATOS,AT&T,Millercoors) on the P1 Bridge call and assigning the Incident to the respective team and making sure all resources are in the P1 Bridge until resolution
  • Update all Stake holders about the hourly progress on the Issue through P1 notifications
  • Making sure that the Response and Resolution SLA in not breached 24/7/365 for Priority issues ( P1 & P2)
  • Provide Guidance for Priority 3 and Priority 4 Incident to IT Service desk if resolution is taking longer time
  • Guiding all Teams and End users in managing and using Ticketing Tool - Service Now
  • Develop and circulate Knowledge article to all teams about new issues
  • Work with Knowledgement Management Team to develop a KB article in Service now for new issues so that Service desk would be aware of it
  • One point of contact for Incidents assigned to Cognizant support groups ( Exchange, AD and ID Admin, VDI and SharePoint)
  • Updating the Clients everyday with reports of Priority incidents in the last 24 hours and informing them on the Daily Morning Call which happens every day
  • Prepare Incident Chronology Report for Priority 1 incidents and sending it to Top Management (Clients) within 24 hours from the time the Incident reported
  • Schedule a weekly Call with IT Service desk on a weekly basis about new process updates
  • Make independent Decisions on Priority issues depending on the impact level and communicating the same to all stake holders

Senior Associate

Tata consultancy services
Chennai
06.2011 - 07.2015
  • Application &Production support for Retail management vendor ( ModelN)
  • Monitor Application 16/7 and report it to Business users
  • Perform Minor and Other Enhancements on the Application
  • Uploading xml,csv files for Product and other Addition on the Retail Application
  • Perform different tests on Lower Environments before checking in Production
  • Run different SQL queries for testing purposes
  • Create and Manage different application requests from End users
  • Support Onsite team for Deployment activities
  • Involve with DBA , Middleware, Unix and Other Support Team on a Daily basis for smooth functioning of the Application
  • Access Oracle Database for providing Fix from Back End
  • On-Call Support for Critical Application issues
  • Scheduling jobs as a Daily activity
  • Prescribe changes in SQL queries for easier results
  • Direct Interaction with the Clients on Retail support
  • Communicate with Global users in Retail products
  • Co-ordinate with the Product Team in Deploying new applications
  • Perform Monthly Patching activity
  • Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment
  • Trained and supported new team members, maintaining culture of collaboration
  • Served as liaison, facilitating communication between management and associates
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies

Senior Support Executive

Allsec Technologies
Chennai
08.2009 - 06.2011
  • Main point of contact for Client Relation Management and Business Development
  • Responsible for Client and Internal SLAs
  • Mentoring the team of process associates
  • Team Building and Team engagement initiatives
  • Maintaining production and quality metrics
  • Query management
  • Accountable for team attrition
  • Process Flow validation
  • Tier 1 and 2 Support for Credit card customers
  • Mentoring team to adhere to Incident change management process
  • Oversee one call solution for all customers and raise Problem Incidents for high Escalations
  • Helped streamline repair processes and update procedures for support action consistency
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution

Education

Bachelor of Engineer - Information Technology

Anna University
Chennai, TN
01.2009

Skills

  • Client Support Delivery
  • Project Oversight
  • Cloud Service Management
  • Budgeting and Financial Analysis
  • Cross-Cultural Client Engagement
  • Incident Response Management
  • Issue Resolution Management
  • Change Management
  • Delivery Planning
  • Cost Analysis Proficiency
  • Organizational development
  • Service delivery management

Accomplishments

PMP (Pursuing), Azure (Pursuing), ITIL, ITIL Certified, Service Now, MS Office, Windows, Oracle 10g Certified Associate

Languages

  • English
  • Hindi
  • Tamil

Timeline

Associate Vice President - Cloud Operations

Temenos India Private Limited
11.2019 - Current

Service Delivery Lead

NTT Data Services Pvt. Ltd
06.2017 - 11.2019

Technical Lead

COGNIZANT TECHNOLOGY SOLUTIONS
08.2015 - 06.2017

Senior Associate

Tata consultancy services
06.2011 - 07.2015

Senior Support Executive

Allsec Technologies
08.2009 - 06.2011

Bachelor of Engineer - Information Technology

Anna University

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Vipul Kumar S