Santosh Prasad

About Santosh Prasad

CORE COMPETENCIES 14+ years of experience and success in driving IT operational services and maximizing business opportunities for organization. Areas of expertise includes: Service delivery, Project management, Change, Problem & Incident Management, Pre-Sales Support, Vendor and escalation Management, Customer Relationship, Decision Making, Process improvement Plan, Account Management, Business Development, Revenue, Cost & Margin Management, Operations Management. To lead the delivery of all services to key clients to ensure high levels of performance. To manage the resolution of any customers specific service delivery issues, through leading the design and implementation of specific improvement plans. Proven ability to lead, motivate and build successful team. Understand all legal, regulatory and compliance requirement. Achieve target in a dynamic and complex business environment. A pragmatic approach to getting the required result. Building and maintaining strong and effective relationship with Supplier and customer. Serving as a single point of contact for internal and external customer. Responsible for service quality, service delivery performance and drives service excellence. Define, Own Service/Quality Improvement plan. Lead discussions on operational Issues & ensure resolution of issues. Ensures Compliance to all Business Controls activities. Responsible for ensuring negotiation, agreement, and maintenance of SLA. Responsible for process improvements, productivity and efficiency gains. Recruiting, mentoring and training personals for delivery and sales team for ensuring optimum performance to deliver quality services in the market. Formulating long and short term strategic plan, conducting negotiations and marketing operations thereby increased sales growth across region.

Experience

1. Technical Project Manager

   IBM

   Jul 2016 — Present · Bengaluru, IN

   Manage day to day Service Delivery. Overall tracking and closure for Compliance Processes. NPS/CSAT for Resiliency Services. Assess the assigned accounts for RFS opportunity. SLA management for Resiliency Services. Acts as the primary contact and service delivery advocate between CDPE/DPE. Promote and implement standards and best practice as the foundation of service for the client. Building relationships with peers for their integrated service across Delivery. Work with CDPE/DPE and client to understand requirements. Managing and coordinating global integrated services delivery teams for the accounts and client. Maintain a working level understanding of all technical services supported within a delivery tower with the ability to provide direction to teams in support of client business process and infrastructure, services changes and critical system recovery.

Education

• Diploma in Computer Science and Engineering

  Diploma, Computer Science and Engineering - Bangalore

  1990 — 1993

• Dumri - Bihar

  SSLC, 10

  1978 — 1988