Vikram Jain

• Handling IT Infrastructure Support Management for one of the largest BFSI companies worldwide • Service Delivery in an onsite - offshore model with a 150+ member team spread across 20+ infrastructural technologies • Delivering in an SLA governed environment with continuous quality enhancement • Maintaining cultural and professional equations across Europe and Asia

• Among the core group of Project Managers to start the Infrastructure Management Services, with a 100+ FTE project from Germany • Worked to define and implement various Service Delivery parameters such as SLA's, Quality Management, Transition Management, Resource Management and Governance etc. • Leveraged Project Management principles to achieve Business and Operational objectives for the organization and the customers

Successfully transitioned & replicated the Inside Sales business process from Hp Kuala Lumpur Contact Centre to Hp India. • Provided input for the Organizational Change, Operational Procedures, and Business Continuity planning sessions of the project. • Stabilized the process, analyzed it to identify problems, recommended/ implemented solutions and handed over the process to the operations team.

Started the Pilot for the Sales Process for Software & Peripherals division of one of the largest IT HW companies worldwide - a first while the BPO scene in India focused primarily on tech support and captive operations/processes