Seena M Kuttiyeri

General Manager @HCLTech

Service Delivery Management - Demonstrated ability in extending services to users with a view to augment SLAs & Customer Satisfaction metrics, Operations Management – Ensure seamless day on day operations, drive process compliance, adherence and continuous service improvement and mature the delivery standard. Knowledge Transition – Formed a Global delivery team and managed large scale transition across application portfolios and worked intensely for moving the application from transition to steady state. Maintained and optimized project cost by Right sizing and skilling the team, FTE optimization by means of cross skilling techniques and identifying operational automation scope, optimum utilization of project infrastructure and effective resource rotation/release planning. Build and maintain effective customer relation and identify any new business potential with notable efforts towards enhancing customer satisfaction. Conduct regular Project Management Review (PMR) meetings with the respective stakeholders. People & Performance – Manage, Track and gauge performance of the individuals, goal setting, performing appraisals and providing constructive feedback. Incident Management – Conversant in ITSM Best practices, experienced in handling integrated L1/L2/L3 support model. Transformation – Driven key transformational initiatives like Lean, Automation, Zero Maintenance, Business Metrics, Process/Service Improvements, Innovations across the tower Application Support Setup – A complete Global application Support team setup has been done for the project through the following steps - Determine staffing needs, decide activities, define process workflows, create knowledge base, Left shift, measure & improve key metrics.