Anand Kombe

About Anand Kombe

A client-centric leader with over a decade of progressive experience comprising Global Service Delivery, Operations, Infrastructure & Availability Management, Account Management, Client Management, Escalation Management, Consulting, Program & Project Management, Service Transition & Improvement, People Management, Incident, Change, and Problem Management. Dexterity in managing clients spanning multiple geographies - US, UK, Canada, Europe, APAC, and ANZ. Possess domain knowledge in the areas of Healthcare & Life Sciences, Banking, Financial Services and Insurance, Securities, Engineering & Construction, Energy & Utilities. Ensure end-to-end management for a global customer account to meet and exceed contractually agreed delivery targets (SLAs, KPIs) and to maintain customer satisfaction. Well-versed in IT Services Management (ITSM) and ITIL methodology, processes, and development of solutions to meet business requirements. A recipient of multiple performances and client accolades. Exceptional problem-solving, conflict resolution, oral and written business communication skills. Graduated in Bachelor Of Computer Applications with Honors. Outside of work, am an avid wanderer, a voracious reader, and a music aficionado. ITIL(V3) Foundation Certificate Scrum Fundamentals Certificate

Experience

1. Senior Manager - Service Delivery

   Atos

   Sep 2017 — Present · Pune, IN

   Clients: Liberty Mutual(Financial Services & Insurance), USA (March 2023 - Present) McKesson Corporation(Healthcare & Life Sciences), USA (September 2019 – February 2023) WSP Global(Engineering & Construction), Canada (July 2018 – August 2019) S&P Global(Financial Services), USA (September 2017 – June 2018) Accountable for the client\'s service delivery, process re-engineering, project deadlines, building governance structures, SLA fulfillment, stakeholder management. Spearheading service delivery teams to ensure an integrated end-to-end service for the multiple technology towers includes Wintel, Unix/Linux, VMWare, Cloud, Storage & Backup. Single point of contact for day-to-day operational issues, client, and stakeholder escalations. Played a pivotal role in the successful transition of all the projects. Implemented quality control processes which resulted in a 15% increase in case closure rates and reduced customer escalations by 40%. Reduced 80% of recurring incidents by implementing orthogonal data analytical technology. Reduced SLA failures for Severity 3 Incidents - Achieved 90%(Met fix SLA%) Overall and reduced P3 contribution by 25%. Problem Management (Improved RCA Effectiveness)- Reduced P1 & P2 incidents by 50%.

Education

• Makhanlal Chaturvedi National University of Journalism and Communication, Bhopal

  Bachelor's degree, Computer Applications, A

  2005 — 2008