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SANTHOSH P NARAYANAN

SANTHOSH P NARAYANAN

Bothell,WA

Summary

DELIVERY HEAD ENTERPRISE IT OPERATIONS – FOR HIGH GROWTH ENTERPRISES IN VARIED INDUSTRY VERTICALS DIGITAL TRANSFORMATION INNOVATIVE DELIVERY OPERATIONS TRANSFORMATION CXO LEVEL STAKEHOLDER MANAGEMENT REVENUE DRIVING SALES STRATEGIES CLIENT SATISFACTION Offering 26 years of unprecedented, record setting performance in high-profile global delivery positions for world class enterprises. Verifiable year-over-year history in driving high profile deliveries, increasing revenue with expanded presence at client place gained through value added deliveries and great customer connect. Leading teams of solutioning, delivery and pre-sales teams to successfully close high 7 and 8 figure transactions. Reputed as a deal maker, networked entrepreneur, contract & client relationship SME, & high-performance delivery team leader KEY EXAMPLES OF SUCCESS: #1 Delivery Team award for EMI North America team, Delivery teams led at T-Mobile for complex project completions and turning around operations. Paper on Customer Experience Management selected best in HCL’s Good Practice Conference, later published in Case Study Handbook. More than ~$45 M in value saving for the clients through value creation (innovative and effort saving value adds in all the deliveries managed so far). Multiple Delivery Excellence awards for Operations Transformation / Innovative Operations support framework implementation (unified dashboarding, rapid recovery, deployment automation, user journey maps, Ops 2.0 for agile Operations). Led account teams to close multiple $30 M+ deals Sales Hero Award for consecutive two years for exemplary revenue growth (total account revenue close to ~$160 million, ASM Revenue from $1 million opportunity to $36 million/ year contracts in 3-4 years). Organized Delivery Manager with 20 + years of experience in Product Development, Systems Integration and Consulting.

Overview

26
26
years of professional experience

Work History

Operations Director

HCL AMERICA INC.
Seattle, WA
01.2014 - Current
  • Client : T-Mobile, USA
  • Large scale Technology and Business transformation underway at T-Mobile
  • Projects and programs use cutting edge tools and practices including Microservices, Containerization, Kubernetes, APIGEE, Cloudification, Advanced CI/CD /CT, latest & greatest Opensource technologies, DevOps 2.0 etc.
  • All transformation projects are delivered in Agile mode with most of them following Micro services Architecture
  • Extensive telemetry made available using Splunk, AppD, Grafana, OverOps etc
  • Ensuring Systems Reliability
  • Responsibilities:
  • End to End ownership of Application support Operations delivery at HCL’s T-Mobile engagement
  • Key player to expand engagement to ~$100 million/year (Application support Operations from $1 Million on 2014 to $36 Million by $2018)
  • Proactively proposed and implemented numerous value-adds, service improvements transforming application support operations at T-Mobile
  • Single handedly crafted most of ongoing HCL contracts at T-Mobile accommodating different delivery / economic model requirements
  • Build and manage governance and reporting model for program
  • Stakeholder Management - Work closely with SVPs, Directors, senior managers to understand customer pain points and suggest solutions and implemented it
  • Manage customer concerns & escalations
  • Report project and program status on monthly and quarterly basis (conduct Quarterly Business Review)
  • Recruit, build and manage team of 400+ members at onsite and offshore
  • Focus on value creation for customer
  • Spearhead value creation initiative within delivery unit
  • Initiate and deliver proof of concepts, programs on transformational initiatives
  • Conducted multiple Hackathons and Technology summits for exploring new technologies/ addressing customer pain points
  • Guide next level managers on delivery, people and customer management
  • Build and Customize program delivery model that fits T-Mobile fast paced dynamic environment
  • Socialize and leverage various HCL management frameworks and tools
  • Own Opportunity Management Cycle and solutioning within currently engaged areas - defining project scope, solution, estimations
  • Assist Sales team through supportive presales activities (proposal, presentations, case studies and customer visits)
  • Define unit level cost and budget, manage revenue, expenses and profit margin
  • Take measures to improve revenue, profit margin and control expenses
  • Improved company revenue by collaborating with marketing, sales and service departments.

Territory Head

HCL AMERICA INC.
New York, NY
09.2011 - 07.2014
  • Client : EMI Music (Also referred to as EMI Records Ltd.) Or simply EMI was British transnational conglomerate founded in March 1931 in London. At time of its break-up in, it was fourth largest business group and record label conglomerate in music industry, and was one of "Big Four" record companies (now "Big Three"). Its labels included EMI Records, Parlophone, Virgin Records, and Capitol Records
  • EMI’s entire IT operations (across globe) was outsourced to HCL and their IT employees re-badged
  • Have handled their North America Operations as Territory Head
  • Responsible for all services and applications that are offered by IT (HCL) to EMI
  • Collaborating and coordinating transformational initiatives for North America with Global Transformation team
  • Drove operational improvements which resulted in savings and improved profit margins by 20%
  • Making sure collaboration with Applications and infra team to deliver services to customer as one team and provide best customer experience
  • Manage performance of service to client as agreed in contract and ensure that Service Levels are met (or exceeded)
  • Provide timely and accurate communication with EMI Head of IT , EMI program Manager, team leaders to ensure understanding of project status and direction
  • Communications include formal program/project reporting, roll-ups of program work plans, budget tracking and forecasts, status meetings
  • Ensure 100% team utilization, employee satisfaction and reduced attrition
  • Lead all organizational initiatives within unit and produce positive results
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Drove operational improvements which resulted in savings and improved profit margins
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Collaborated with team members to achieve target results
  • Managed team of employees, overseeing hiring, training and professional growth of employees
  • Developed and maintained courteous and effective working relationships
  • Saved $8 M by implementing cost-saving initiatives that addressed long-standing problems
  • Identified issues, analyzed information and provided solutions to problems
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Saved $8M by implementing cost-saving initiatives that addressed long-standing problems.

Customer Success and Service Delivery Manager

HCL Great Britain Ltd.
London, UK, United Kingdom
01.2008 - 08.2011
  • Client : British Telecom.
  • HCL bagged Application Support & Maintenance deal from British Telecom worth 500 M for 5 years on 2007.
  • Was part of core team solutioning and winning deal
  • Later played stellar role in Transition strategy, Knowledge Transition, steady state Operations, Delivery Relationship, and in Customer Experience Management.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Completed special projects by using effective decision making, critical thinking and time management skills
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Followed through with client requests to resolve problems
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Generated customer satisfaction surveys to analyze results into action plans
  • Took ownership of customer issues and followed problems through to resolution

Business Analyst, Engagement Manager

HCL Technologies Ltd.
Gurgaon, India, Haryana, India
01.2006 - 12.2007
  • Client : France Telecom.
  • Lead HCL project team for end-to-end delivery of project solutions, estimate design and implement code changes, development of new product components and provide innovative technical solutions to business problems
  • Identifying, attracting, nurturing & retaining talent
  • Motivating team, acknowledging, and rewarding good performance
  • Addressing professional desires, concerns & issues
  • Gathering Business Requirements, High Level Functional Design Documentation, Business Process Reengineering, End to End Delivery of Business Requirement Implementation
  • Software project development processes of HCL Technologies Ltd., in line with SEI CMM Level 5 standards (HCL Technologies is SEI CMM Level 5 company)
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
  • Identified process inefficiencies through gap analysis and outlined sensible solutions.
  • Provide technical guidance to project team members
  • Involvement in tuning parameters for optimum performance of system at customer’s workplace
  • Responsible for handling overall activities at client site
  • Invoicing and Forecasting
  • Proposal preparations (part of bidding), participate in pre-sales and defense calls
  • Overseeing the transitioning of project / program to offshore and vendor to vendor; entailing conducting feasibility study of transitioning of a project or a program to offshore and vendor to vendor, defining engagement process for the transition & preparing / framing an onsite offshore model.
  • Conducted interviews with key business users to collect information on business processes and user requirements
  • Executed analysis of risks and identified risk mitigation strategies
  • Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes
  • Helped with product rollouts as subject matter expert for Telecom
  • Consulted with teams on established best practices and process improvements
  • Assessed business requirements to forecast annual budgetary operational costs
  • Met with stakeholders to establish favorable business relationships and support mutually beneficial interests
  • Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement
  • Interacted with internal customers to understand business needs and translate into requirements and project scope
  • Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
  • Assisted with negotiations and sales closings
  • Identified process inefficiencies through gap analysis and outlined sensible solutions

Billing Architect

Reliance Infocomm Ltd
Mumbai, India, Maharashtra, India
03.2003 - 12.2005
  • India's largest Private Conglomerate started in, to start pan India telecom operations using CDMA Technology
  • Have started in Reliance during early days of setting up operations, Critical contributor in setting up billing operations and streamlining rating and billing process, cleared all nuances to complete all pending bill generations
  • Efforts were specially appreciated and rewarded by Chairman, Reliance Industries Ltd.
  • Effectively worked on Business & Development Coordination of Billing Related Developments
  • Played major role in analyzing business requirement, interacting with business, defining steps to configure if it can be rolled out within current framework or plan and detail development required
  • Actively involved in software testing, analysis and release; coordinated & planned the testing exercise, interacted with the end users, development teams regarding the test feedback, verified bug fixes / made product for release
  • Essayed stellar role in Mobile Number Migration to ‘93’ series as Task Force Member, coordinated with activities from Billing Systems side and served as part of all major decisions
  • Pivotal in handled products / functionalities including
  • Partner Billing System - Prepaid PCO - Keyword based SMS (Pull and Push) - International Roaming
  • CDMA - Advance Rental Plans - New Discount Framework - Circle Plans - R World
  • Data VPN, URL, Gtran, Sierra Cards - New Itemized billing Framework - Charging for call in 2 circles
  • Capably handled routine bill run operations including defining necessary pre and post bill sanity checks, billing technical support on bill run activities, rating and billing quality assurance, etc.
  • Used coordination and planning skills to achieve results according to schedule
  • Saved $2 M by implementing cost-saving initiatives that addressed long-standing problems

Core Team Member, Asst. Manager

Lifetree Convergence Ltd
BANGALORE, INDIA, KARNATAKA, INDIA
04.2000 - 03.2003
  • First Indian Telecom Solutions company to develop complete BSS solution encompassing Sales, CRM, Activation, Provisioning, Mediation, Rating, Billing, Collection, Accounts Receivables, Fraud Management, Dispute Management, Credit Management and Churn Management modules
  • Products are implemented in Telecom Service Providers across globe
  • Project : Telecom Billing systems (@BiLLiTy) Development & Implementation
  • Role:, Core team member involved in developing Telecom Billing solution which were implemented in Spice Telecom Punjab and Spice Karnataka, MTNL, other telecom operators across Europe, Middle east and Africa
  • Handled both Punjab and Karnataka implementation and spearheaded Spice Punjab Implementation
  • Placed in Spice Telecom Punjab for operation support and further enhancements and maintenance of systems coordinating with their IT Department
  • Headed team of 6 Consultants and assigned to take any operational decisions including any new Developments in system with Clients’ Management
  • Functioned as Team Leader for preparing test plan, identifying test cases, formulating test and release strategies and interaction among team members, to ensure effective completion of project within budget.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
  • Developed organizational structure to outline and direct rules, roles and responsibilities
  • Increased employee performance and job satisfaction to strengthen retention and engagement
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Recognized staff for contributions to company success to foster engagement and increase productivity
  • Made hiring recommendations to increase company's productivity and profitability with quality workers
  • Established objectives to offer team members clear roadmap to help company achieve overall goals
  • Mentored team members to enhance professional development and accountability in workplace

Computer Programmer

Khaldia Hallstage Eq. Factory
RIYADH, KSA, SAUDI ARABIA
11.1997 - 12.1999
  • Development & Maintenance of Computer systems
  • AMX Touch panel programming for Audio Visual Equipment
  • Tools and Technology used: Oracle, D2K, VB, AMX Touch Panel programming, MS Office
  • Data systems & Services
  • Provided technical support using knowledge of complex technology to solve problems and support new projects
  • Tested and deployed scalable and highly available software products

Computer Programmer

Data Systems & Services
Bangalore, India, Karnataka, India
08.1996 - 11.1997
  • Kids++ Development
  • Was part of core design & Development team for developing and GUI programming tool for school students, Develop applications using Delphi 2.0, Clipper
  • Capture and document requirements
  • Was involved in creating process and related artifacts
  • Performed regression and system-level testing to verify software quality prior to release
  • Provided technical support using knowledge of complex technology to solve problems and support new projects

Education

Post Graduate Diploma - Computer Applications

Institute of Human Resources Development For Electronics (Govt. Institute)
Vatakara, Kerala, India
10.1995

Bachelor of Science - Physics Teacher Education

University of Calicut
Mattannur, Kerala, India
06.1994

Skills

  • Service Delivery Management
  • Operations Transformation
  • Large Account Management
  • Strategy Planning
  • P&L Accountability
  • Executive Relationship Development
  • Best Practices / SLAs
  • Process Transition
  • Distributed Agile Delivery
  • End Customer Experience Improvement
  • Business Development
  • 8 Figure Deal/ Contract Negotiation
  • Pre-Sales Consulting
  • Digital Transformation
  • DevOps

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Operations Director

HCL AMERICA INC.
01.2014 - Current

Territory Head

HCL AMERICA INC.
09.2011 - 07.2014

Customer Success and Service Delivery Manager

HCL Great Britain Ltd.
01.2008 - 08.2011

Business Analyst, Engagement Manager

HCL Technologies Ltd.
01.2006 - 12.2007

Billing Architect

Reliance Infocomm Ltd
03.2003 - 12.2005

Core Team Member, Asst. Manager

Lifetree Convergence Ltd
04.2000 - 03.2003

Computer Programmer

Khaldia Hallstage Eq. Factory
11.1997 - 12.1999

Computer Programmer

Data Systems & Services
08.1996 - 11.1997

Post Graduate Diploma - Computer Applications

Institute of Human Resources Development For Electronics (Govt. Institute)

Bachelor of Science - Physics Teacher Education

University of Calicut

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SANTHOSH P NARAYANAN