Jagan Gurunathan

About Jagan Gurunathan

Accomplished around 15 years of IT management experience specifically in the areas of…

Experience

1. IT Account Management Team

   Accenture

   Oct 2012 — Present

   Manages virtual technology team to deliver in accordance with agreed-to KPI’s and service levels. Manages escalated issues and incidents.•Escalation point for the DC business /SDO team for any tasks and deliverables across the IO team, ensuring that they are completed on time, with quality, and within budget.•Accountable for Infrastructure budgets/forecasts/recoveries and variance analysis against actuals.•Works with SDL to manage IO scope to client commitments.•Initial point of contact for IO/Infra technology change requests.•Interface to client IT support teams and DCN IT. •Participates with the client on IT planning.•Set Project/Client/Engagement expectations on IT service delivery and managing successful relationships with technology teams and other stakeholders.•IT infrastructure enablement for BPO Next Generation Floors in the delivery center network; includes liaison with Technology teams, Procurement and BPO business teams•Define agreed structure between different stakeholders for timely communication & reporting of IT performance to various IT & BPO stakeholders.•Manage IT infrastructure costs through budgeting & variance tracking process, conduct cost optimization exercises during transition and Run state. •Work with the client to articulate project IT requirements and outcomes•Design / facilitate / participate in internal workshops•Collaborate with other IT teams to come up with the IT Solution design •Initiate necessary hardware / software risk assessments with Security teams for new proposed IT slutions•Work out controls / risk mitigation strategies for the associated risks of the new solutions •High availability of support during critical business outages/escalations

Education

• University of Madras

  Bachelor; Masters, computer Application; computer Application

  2009 — 2011

Skills

• Sla
• IT Service Management
• Process Improvement
• Technical Support
• Program Management
• IT Operations