Prashant Kumar Jha

• Overall service delivery of all the towers Service Desk, Service management, Security Ops, Data center, Network, SAP • Manage a multilingual team who take care of internal staff of Olympus Europa • Accountable for ensuring the CSLs, SLAs and KPIs agreed with customers are met at all times and track weekly progress. • Practiced Agile principles, values and manifesto and coached teams to be responsible, autonomous and response to changes effectively.

• Manage resource allocation and capacity (internal and external resources) • Plan and manage risk and controlled project quality • Customer/Stakeholder Management and Conflict Resolution • As servant leader moderated Release and Sprint Meetings - PI, Sprint Planning, Daily Scrum, Sprint Review Retrospection, Scrum-Of-Scrums and Release Retrospective • Coaching of teams on Agile Scrum/ Kanban methods, mental models and systemic thinking.

o Actively manage and monitor product releases into production and preproduction (staging) environments through controlled promotion processes and documented support procedures, and ensure that they meet or exceed expectations. o Working in conjunction with a Change Manager, identify and manage complex interdependencies between multiple projects, products and teams that contribute to the product release to ensure the environments are correctly configured and versioned for product testing.

o Create process related concepts, project flow, and project scope & ensured on-time delivery of services. o Responsible for ensuring BAU and estimated deliverables are completed by the team with utmost quality with zero defects. o Accountable for environment availability and first point of contact for environment related issues such as downtime planning, o Single point for publishing communications to stakeholders on new/changed processes & procedures.

o Single point of contact for the clients. Ability to communicate internally and externally to clients - via phone or email o Sending the project requirements to the team and ensuring the team has all the required information to start the project. o Scheduling the meetings, resolving all client queries, meeting the deadlines and project timelines, follow ups with clients for approvals, changes and timely project reports and progress on the projects.

• Managing a team of 8 Quality Analysts who in turn manage a team of 20 associates each. • Facilitating and taking active participation in client calls about the SLAs, managing the process and also improving the overall efficiency of the project. • Prepared monthly reports of customer satisfaction, Quality and other different reports. • Worked on several Service improvement plans for the project to yield better results overall.

 Done troubleshooting on for both hardware and software issues live at the site.  Extensive work on Blackberry Enterprise Server  Key role in maintaining the client’s corporate emails on Smartphone (IOS 7, Apple and BB).  Work in MDM (Mobile Device Management) domain through Mobile Iron VSP 5.9.2 environment.  Administrator on GOOD for Enterprise server for corporate emails on Android & Windows smartphones.

• Worked on several applications to provide excellent service to the customers. • Handling Quality reports for the team and was an active member of the Quality Campaign, taken initiative to improvise the team achievement • Handling CSAT reports for the team and was the leader throughout.

• Worked on various applications providing seamless and effortless service for the customers. • Worked on servicing the needs of the customers after buying the vehicle insurance cover such as adding and removing named drivers any additional details such as penalty point updating or removal. • Handling Computer/ printer/ hardware related issues of the users at the local site. • Had been in direct contact with clients to improve the process and its needs.

Marketing and Finance