Ajay Das

About Ajay Das

Seasoned Senior Manager with over two decades of distinguished tenure within multinational corporations and Fortune 500 companies. Recognized for exemplary leadership and expertise in the End User Services and End User Computing domain. Possesses a comprehensive understanding of industry best practices and emerging trends, garnered through hands-on experience and continuous professional development. Throughout my career, I have spearheaded numerous initiatives aimed at optimizing end user experiences and enhancing operational efficiency. My multifaceted skill set encompasses strategic planning, project management, and technical proficiency, enabling me to effectively oversee the design, implementation, and management of robust end user service and Infra solutions. With a proven track record of success in navigating complex organizational structures and diverse global landscapes, I excel in fostering collaborative relationships across cross-functional teams and driving alignment with overarching business objectives. My commitment to continuous improvement and innovation has consistently yielded tangible results, positioning me as a trusted advisor and strategic partner within the organisations I serve. As a Senior Manager in the infrastructure domain, I am dedicated to leveraging my extensive knowledge and leadership acumen to drive transformative change and deliver unparalleled value to both internal stakeholders and end users alike.*US Lawful Permanent Resident - Do not need visa sponsorship

Experience

1. Program Delivery Manager (Nvidia)

   Cognizant

   Oct 2022 — Present · Santa Clara, CA, US

   As the Program Manager/Senior Delivery Manager overseeing three critical towers (ServiceDesk, Desktop Operations, and Network Operations) at Nvidia, I hold the responsibility of maintaining consistent adherence to contractual SLAs across these domains. This entailed rigorous monitoring and management of key metrics, ensuring alignment with Nvidia\'s IT Operations standards.Provided valuable insights to Nvidia\'s IT Operations through comprehensive analyses of key performance indicators such as MTTR, MTTF, CSAT, DSAT, FCR, FLR, Backlogs, SLAs, ASA, AHA, Abandoned calls, Chat Metrics, Same user same issues, Reopen, Multiple hops, and others. This deep dive into metrics enabled proactive identification of outliers and informed strategic decision-making.Developed a Quality of Experience Framework for Service Desk operations. This framework assisted in enhanciing the end-user satisfaction through meticulous ticket auditing and targeted agent coaching, ultimately ensuring the delivery of top-notch services.Championed the integration of all metrics onto Service-Now Dashboards, Performance Analytics, and Power BI platforms, serving as a Scrum Master throughout the process. This integration significantly enhanced the efficiency of day-to-day operations management, facilitating informed decision-making and proactive problem-solving.Worked closely with the Automation team to comprehend Sentiment Analysis applied to Incidents and Service Requests, leveraging LLM and Generative AI technologies. This collaboration aimed to discern the sentiments expressed by end users, subsequently integrating these insights into dashboards. The goal was to enable a proactive approach to address negative sentiments, thereby enhancing user satisfaction and driving positive change within the organization.

Education

• Visvesvaraya National Institute of Technology

  Bachelor's degree

  1990 — 1994