Kotha Uday Kiran

E-Mail:[email protected]
Phone number:91-9983277751

ITS Operations PROFESSIONAL

PROFILE AND CORE COMPETENCIES

 People Management
 Client Management
 Program / Project Management
 IT Operations
 RFP / RFQ Solutions and Transitions
 IT Business Development
 Business Process Re-engineering

KEY STRENGTHS

 Experienced IT Operations / IT End user services professional

 Have handled multiple roles throughout professional career till date, starting from a
helpdesk analyst to providing Business Process Re-engineering support.
 Strong Interpersonal, client management & People management skills
 Quick leaner with positive attitude

EDUCATIONAL DETAILS
 Executive graduate in Management Studies from Strayer University – USA
 Graduate in Electronics from JNRV University, Udaipur, Rajasthan, India
 Honors in Hardware Engineering from IIHT
 Currently pursuing MBA
 Currently Pursuing PMP certification

PROFESSIONAL EXPERIENCE

April 2010 – Present DBOI GS (100% subsidiary of Deutsche Bank)

Designation: - Team Manager
Profile: -Process Re-engineering expert as a part of Business
Engineering Function to deliver on the organizational wide
FTE efficiency target of 15% Efficiency improvement in
Terms of FTE Saves. Currently supporting a cluster of 200
People, and target for the year 2011 is 30 FTE.

July 2009 – April 2010 Genpact BFSI (Wells Fargo)

Designation: - IT Operations Lead

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 Profile: - To manage any transition of Business forward or
Reverse from IT standpoint. Alternatively, performing the
Role of IT Leader/Business IT for about 400 people
Working from multiple locations in India

Dec 2007 – July2009 GENPACT IT Services USA

Designation: On-site ITS Program Manager
Profile: Managed L1 and L2 Process back in India,
Client Relation, Managing IT Infrastructure,
Creating Analytical/Metric for the Client

Sep 2006 - Dec 2007 GENPACT IT Services

Designation: Management Trainee
Profile: Handling Operations for the Service Desk Team along
With Client & People management

FUNCTIONAL EXPERTISE

DBOI GS: -

 Currently working as a Quality Specialist as a part of Business Engineering /

Transformation function and working to deliver on the Organizational wide FTE efficiency
target of 15% (Scope is 150 FTE’s) for the year 2010. Efficiency achieved was 15%.
 Target for 2011 is also 15% in terms of RGTE Saves. Scope is 200 FTE
 Training People on LEAN methodology as the Organizational focus is principally based on
the application of LEAN
 Identified re-engineering and improvement projects. Implemented Capacity Planning and
rolled out SECAR model, Value Stream Mapping in the processes.
 As a part of spreading awareness about the Continuous improvement drive, single
handedly Organized Business Engineering Town Hall for one site of over 700 employees
 Have received appreciations from the Business Owners in regards to the efforts displayed
on this project
 Facilitating new hire orientation sessions about the Business Engineering Function
 Identified and Implemented Load Balancing strategies in Operations team to cross utilize
idle capacity and thus generate additional efficiency
 Identified BPM implementation opportunities. Currently Implementing Nintex Work Flow
solution for on / off boarding processes. Total scope of FTE = 60, Expected efficiency save
of 10 FTE’s
 Current Seat Utilization of DBOI GS Jaipur is approximately 1:0.8. Working on Seat
Utilization Project across businesses. Projected savings post implementation is 150 seats,
and translates into a saving of 180,000 EUR (1200 EUR / Seat is the annualized cost)

ITS / End User Services Operations

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  Efficiently managed a team of 23 FTE’s as Management Trainee and 35 FTE’s as Program
Manager
 Staffing and scheduling to ensure 24/7 support to client.
 Exceed / Meet Client expectations in regards to Process SLA’s such as Average speed of
answer (> 90%, 45 seconds of queue time), Resolution rate (> 60%), Average handle
talk time (< 8 minutes) and End customer satisfaction score (> 80%) which were the Key
performance standards as per statement of work
 Through RCA, identified, implemented and lead process improvement initiatives,
particularly in the area of knowledge management which earned me Special appreciation
awards from the customers
 Efficient team management lead to employee satisfaction score of > 90% and overall
attrition rate of 5% from September 2006 – July 2009
 Client Management lead to NPS score of 9/10 from 2006 – 2008, 3 straight years
 Training and Career Road Map building for team members and ensured that 20% of the
team got promoted basis performance and 15% of the team members moved on to
different roles as per their career aspirations

ITS / End User Services Business Development: -

Offshore Level 2 Desk Support Model:- (Role – Project Lead)

 Through constant analysis of the process data, RCA, skill set mapping of team members,
identified potential opportunity of initiating a Level 2 Support Desk
 Desktop support was charging the customer per ticket and due to lack of admin rights,
remote computing tools, the team was dispatching relatively easy fixes to onshore support
 Prepared a FTE pricing solution for Level 2 Offshore support model. (FTE pricing was
preferred due to organizational policy)
 Solution was accepted by the customer, which converted to a deal of 120K USD / year.
Contract was for 2 years
 Offshore Level 2 Support Desk went live in Feb 2007.
 Team Strength was 4 FTE
 Team resolved approximately 20% of the dispatch cases, due to which the overall
resolution rate of (L1 Desk + L2 Desk ) was 75%
 This model was taken as a representative / Replicable model for other businesses

Offshore Security Support Desk: - (Role – Project Lead)

 Through constant analysis of the process data, RCA, skill set mapping of team members,
identified potential opportunity of initiating a Security Support Desk
 Prepared a FTE pricing solution for Level 2 Offshore support model. (FTE pricing was
preferred due to organizational policy)
 The setup of Windows and email accounts was being done by onshore support vendor. On
a month an average of 300-400 requests were being handled by 4 people onshore with a
TAT of 2 Business Days
 Solution was accepted by the customer, which converted to a deal of 70K USD / year.
Contract was for 2 years
 Offshore Security Support Desk went live in Dec 2006.
 Team Strength was 2 FTE, who handled the same volumes handled by Onshore previously
and at an improved TAT of 1 Business Day. This was mainly because the proposed model
suggested that the Security support desk would operate in India morning time, as
opposed to the previous model which worked in US EST timings

Transition Experience

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  Lead and Championed 3 ITS Business Transitions
 2 Forward Transitions from Onshore to Offshore, and 1 Reverse Transition from Offshore
to Onshore.

Offshore Level 2 Desk Support Transition :- (Role – Project Lead)

 Transition Period was for 6 Weeks. (Jan 2007 – Feb 2007)

 Identified Offshore Resources with the required skill sets for supporting the Level 2
Support Desk
 Coordinated with Visa team to ensure that the identified resources availed the visa and
other logistics in a timely manner
 Preparation of Transitions Plan and coordinating with onshore desktop support and client
 Travelled Onshore to lead the Transition.
 Ensured that the Project team members liaised successfully with desktop support and up
skill themselves in terms of business knowledge and advanced troubleshooting techniques
 Preparation of Standard Operating Procedures which would serve as scripts which the
team can refer to
 Preparation of Statement of Work and Sign Off from the client
 Offshore Infrastructure setup – Performed Load Testing, and UAT of remote control tools
such as Remote Desktop, Terminal Services client, and accesses to software share and
other technical tools
 Launched Pilot of the Level 2 Desk while the process was in TG4 and from onshore itself.
 Transition Completed Successfully post which the Offshore Level 2 Model went Live in Feb
2007

Offshore Security Desk Support Transition :- (Role – Project Lead)

 Transition Period was for 6 Weeks. (Oct 2006 – Nov 2006)

 Identified Offshore Resources with the required skill sets for supporting the Security
Support Desk
 Transition performed remotely from India, with no travel required
 Preparation of Transitions Plan and coordinating with onshore desktop support and client
 Ensured that the Project team members liaised successfully with onshore support and up
skill themselves in terms of business knowledge and Exchange / NT Administration
 Preparation of Standard Operating Procedures which would serve as scripts which the
team can refer to
 Preparation of Statement of Work and Sign Off from the client
 Offshore Infrastructure setup – Performed Load Testing, and UAT of remote control tools
such as Remote Desktop, Terminal Services client, and accesses to active directory and
other technical tools
 Transition Completed Successfully post which the Offshore Level 2 Model went Live in Dec
2006 (The contract for the onshore vendor expired on Dec 31st 2006)

Service desk reverse transition:

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 Transition Period: - October 20 2008 – Dec 1st 2008

 Selected to do reverse Transition of the Service Desk from Genpact ITS offshore India to
Technisource.
 Planned and successfully implemented single handedly the entire reverse transition for the
service Desk from offshore to onshore
 Played a key role along with the Technisource management in developing the reverse
transition structure
 Trained 22 FTE’s of Technisource on the following: -
1. Service Desk SOP’s for providing Technical support to the customers of Genworth
Financial (a fortune 500 company who is client for Genpact). This included training
them on 100 internal business applications and other troubleshooting Aspects
2. Admin Desk training – Trained the 22 FTE’s on how to setup Exchange and network
accounts, Mailboxes, Distribution lists, Setting up mailbox delegates, Shared Drive
permissions, Document Mall accounts, Disabling the accounts
3. Business Application Administration: - Trained the 22 FTE’s on how to setup end
user access to certain key business applications used internally in Genworth
4. CRM Training: - Trained the 22 FTE’s on how to use the CRM to create tickets and
escalate them accordingly. Current CRM used is CA Unicenter Service Desk.
 Knowledge Base Setup- Single handedly created over 600 help documents and uploaded
them into the knowledge base, which will be used by Service Desk representatives on day
to day basis to provide technical assistance to the Genworth Financial Customers.
 Clean up and updating of SOP’s
 Worked with the Application owners and got the Scripts updated successfully for all the
applications.

MIS Reporting Setup and Performance Monitoring:

Worked with the CRM administrator of Genworth Financial in setting up the MIS reporting
systems for the new service desk, Also created several performance reports of the new
service desk for End User services Director of Genworth Financial
Following are some of the MIS reports reported currently for the service desk: -
 Average Speed of Answer – From CMS Supervisor
 Resolution Index
 End user survey
 Average Phone Time – From CMS Supervisor
 Rejected Ticket percentage
 Misprioritized Ticket percentage
 Re-open Ticket percentage
 Total Incident Volume
 Missed Resolution
 Dispatch Delay
 SLA reports based on priorities

Primary Responsibilities as Program Manager

 Organizational face to the client and first point of contact for any RFP and take the same
further
 Identify Business Development Opportunities and coordinate with various other stake
holders
 Liaising with different IT teams and work as a unit for better service delivery to end users
 Actively participate in any IT rollout
 Provide suggestions to the Customers and IT teams to better service
 Take Initiatives for the betterment of helpdesk service delivery
 Manage Day-day Operations of the Offshore team and MIS Reporting
 Creation of Scripts and Sop’s for the offshore team to follow.

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  Assisting customers by visiting them personally and solve any issues for them
 Work closely with the offshore team and help them as and when necessary
 Conducting training for skill enhancement of the offshore team.
 Identifying Improvement Opportunities for the offshore team and taking them to
conclusion.
 FTE Resource Reports and Managing Billing for the same
 Career Path & Training need identification & implementation for Team members offshore

System Administration
 Installing, configuring, managing, monitoring and troubleshooting Windows 2000/2003
Server Family. Creating & managing user and group accounts.
 Handle routine troubleshoot, diagnose and resolve system/ hardware/ network failures.
 Provide end-to-end user support to the client organization.
 Responsible for installing and configuring the Terminal Services, MS-Outlook and Outlook
Express.
 Install, configure and maintain peripheral devices like printers, modems etc.
 Handle the installation, upgradation, repair and maintenance of personnel computers.
 Deploying software's through CA Unicenter.
 Creating and providing access to network shared drives.

Software Deployments and Asset Management

 IT Asset Management.
 Deploying Software Packages through CA Unicenter Tool to two major sites in Genworth
 Basic troubleshooting for deployment of applications and agents.
 Use Asset Management Option for tracking details of all assets for the Business.
 Maintaining DSM servers and applications on the server.

Provided Technical Support to GE Employees in US and UK

 Supporting Core load Application such as MS office, Win NT, Win2000, Internet Explorer,
Exchange Server (Outlook 5.5 and Outlook2000).
 Hardware (Basic Troubleshooting) on Desktops, Laptops and Blackberry.
 Supporting Business Application such as Calypso, Provence, File Net, Web Image, Digital
Cockpit etc.
 Corporate Application such as Central Point of Administration (CPA), Single Sign on (SSO),
Sametime.
 Troubleshooting for VPN, Fiber link and Extend 360.

Remote Support
 VPN Administration.
 Troubleshooting by taking control using different tools such as
Remote Desktop
Net meeting
Dame ware
Webex
Sametime
PS Tools
 Remote user Security

AWARDS & RECOGNITION

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  Special Appreciation Award 2009 – A cash reward of 250$ Awarded by Clients and New
Vendor for conducting a seamless reverse transition
 Special Appreciation Award 2007 – Awarded by Genpact IT Services Leadership for
Business Development and Increase in revenue for the IT Vertical
 Client Champ of the year 2005 – Awarded by Clients
 Spot Award for Call taking skills – Awarded by AVP
 Champ Hall of the Fame – 2004
 Multiple Bronze Awards

PERSONAL DETAILS
 Name: Kotha Uday Kiran
 Passport Number F - 1469671
 Nationality: Indian
 Phone number: 91-9983277751
 Email: [email protected]

Note: Valid B1 Visa till June 2017 and also having Valid H1-B approval.

REFERENCES :

Akhil Mathur – Project Manager, Technisource

Email: - [email protected]
Phone: - 804-627-1187
Joel Cusick – Program Manager, Technisource
Email: - [email protected]
Phone: - 804-484-7083
Ken Hayes – National Sales Director, Technisource
Email: - [email protected]
Phone: - 516-445-8648
Asheesh Tiwari – VP, Genpact
Email: - [email protected]
Phone: - 804-319-6930
Rodney Beale – IT Solutions Team Leader, Genworth Financial
Email: - [email protected]
Phone: - 434-948-5483

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