Ujjwal Jha

About Ujjwal Jha

An accomplished Senior Business Operations Manager with over 18 years of experience in Business/Operation Management, IT Service Management, Project/Program Management, People Management, and tactical business leadership across the information technology Industries• Solid ability to drive business growth and capitalize on new revenue potential, including managing all aspects of daily business operations, along with excellent experience in planning, organizing, and handling the project life cycle in cross-functional, complex enterprise environments• Hands-on experience in Strategic Planning, Client Relationship Management, Business Operations, Delivery Management, Infrastructure Management, and Stakeholder Management, with a successful track record for meeting deadlines, budgets, and goals that generate revenue for the business• Fluency in working with IT Service management practices such as Change Management, Incident Management, Problem Management, CSI, and Release Management also exceptional in Service Operations; expertise in Quality assurance using best practices like ITIL framework • Demonstrated ability to align business strategies and objectives with established IT and project management paradigms, waterfall, and agile frameworks to achieve maximum operational impacts with minimum resource expenditures; proficient in providing support in the definition of service SLAs & metrics• Vital cognizance of handling customer-centric technical operations and ensuring customer satisfaction by achieving delivery/service quality norms; deft in monitoring all change management functions and ensuring compliance with business requirements• Exceptional administrator with keen interpersonal, communication, and organizational skills, as well as budget management, policy development, and resource allocation abilities

Experience

1. Director - Service Management, Business Operations

   Mastercard

   Jan 2022 — Present · Pune, IN

   Business Outcomes Monitoring: Ensures any documented service commitments are monitored, and appropriate mitigation steps taken to restore or maintain service commitments. • Relentless Focus on Automation and Self-Service: Relentless elimination of manual activities where possible and economically viable. Provides visibility to executive group regarding areas of risk. • Service Event Management: Provides oversight to platform service events, with objective to restore service quickly and drive to root cause remediation. Removed friction points during service events for touchpoints with internal and external stakeholders. • Collaborates with internal teams on: SLA Management/Dashboard reporting; Customer Communications about service events;Customer Temperature communication; Priority Ratings and Production Incident Review (PIR)s. • Provides informed decisions under pressure to decide the right level of internal and external communication to service our customers and stakeholders. • Implemented operational playbook and escalation procedures to effectively handle major incidents. • Recruited, hired, mentored and trained 100+ staff

Education

• Manipal Institute of Technology

  Bachelor of Engineering - BE, Printing Technology

• College of Commerce

  Intermediate of Science, Physics, Chemistry and Mathematics

  2000 — 2002

Skills

• Management
• Unix
• Mysql
• Software Project Management
• Prince Practitioner
• Microsoft Office
• Sql
• Problem Analysis
• Databases
• Digital Photography
• Mis
• Oracle
• Requirements Analysis
• Incident Management
• Pl/Sql
• Business Analysis
• Team Management
• Business Process
• Sdlc
• Itil Certified