Tony Jose
- Role
- Associate Director at NTT DATA North America
- Location
- Chennai, IN
- LinkedIn followers
- 500 followers
About Tony Jose
With over 25 years of experience, I contribute to the seamless delivery of IT…
Experience
Associate Director
Feb 2022 — Present
Responsible for the day-to-day operational management of accountable services across all service towers. Maintain and execute Continuous Service Improvement Plans. Ensure Service Improvement Plans exist for any areas not performing to contracted service levels. Deliver contractual commitments to customers. Populate internal reporting tools on a weekly basis with RAG status of account delivery/relationship/financials. Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates. Manage Outage/Escalation/Missed SLA incidents. Ensure available automation/efficiency programs are implemented and executed appropriately. Manage Sales Enablement - ensure tight integration with delivery teams. Deliver P&L for account inclusive of revenue, cost, and margin. Ensure accurate and timely revenue/cost/margin forecasts for assigned account. Responsible for cost management to AOP/POS and variance action plans. Deliver documented Action Plan to close the gap of forecast to AOP Manage account Ramp-up / Ramp-down processes. Service Delivery Governance - Customer facing communication responsibilities. Function as Relationship Management main contact for client operations leadership. Work collaboratively with client executives to develop customer relationships, identify, and manage relationship risk. Responsible for holding customer governance meetings and accountable for ensuring crisis management/ business continuity plans are developed and active. Provide Client Excellence Updates to Senior Leadership. Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience. Responsible for improving client satisfaction with delivery excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback.
Skills
- Data Center
- Infrastructure
- IT Service Management
- Servers
- Service Delivery
- Itil
- Robotic Process Automation
- Incident Management
- Hp
- IT Operations
- Vmware Infrastructure
- Wintel
- Vmware
- Disaster Recovery
- Vmware Esx
- Infrastructure Management
- Sccm
- Citrix
- Technical Support
- Rpa
- Virtualization
- Remote Infrastructure Management
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