Vikram Thakar | LinkedIn

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Vikram Thakar
Head - IT Mumbai Area, India Current Past Telecommunications Head - IT at Hutchison 3 Global Services Pvt. Ltd. India Voice Lead (Services & Infrastructure) at Accenture Services Pvt. Ltd. IT Account Manager - Contact Center Businesses at Accenture Services Pvt. Ltd. Voice Lead (Services & Infrastructure) - Bangalore & Mumbai at Accenture Services Pvt. Ltd.
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Education

University of Mumbai Guru Nanak Khalsa College St. Mary's High School 3 people have recommended Vikram 500+ connections http://in.linkedin.com/in/vikramthakar

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Summary
12 years of experience in the IT infrastructure & service delivery domain with global enterprises in the Telecommunications, IT, High-Tech & ITeS space Extensive experience in implementing key concepts of ITIL (V3), ISO 20000 (ITIL based ITSM practices) COPC & ISO 27001 framework Demonstrated expertise in leading a team of diversely skilled professionals across key functional areas in the IT space viz. infrastructure management, service delivery, service management, incident management, data center operations, SL & uptime adherence, resource planning & recruitment, organization modeling and IT budgeting

Specialties
IT Service Delivery Life Cycle, IT Infrastructure & Operations, IT Architecture & Design, IT Commercials

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Experience
Head - IT
Hutchison 3 Global Services Pvt. Ltd.
Privately Held; Telecommunications industry

November 2007 Present (2 years 3 months)

H3GSPL (a Hutchison Whampoa group company) is the offshore customer services unit of Hutchisons mobile services business in Europe and Australia. I am responsible forLeading a 140-member IT operations team across Mumbai & Pune, reporting to the VP IT. Team composition includes IT managers, technology specialists, application SMEs, touch-labor technicians & infrastructure architects Heading the IT function for the UK & Ireland business lines, that constitute 6,000+ end users & 2,900 peak concurrent seats spread across a 24 x 7 business format; the role essentially combines account management of the business from a technology perspective while drawing on the synergies between the various verticals within the IT domain Core deliverables include fault & incident management, data center infrastructure upkeep, new systems introduction from UK, coordinating support of UK-based production applications/ systems and overall IT service delivery to floor operations Fault & incident management involves timely escalation & resolution of performance issues with web-based apps viz. PeopleSoft CRM, Kana, Remedy - all embedded in a Single-Sign-On functionality through Microsofts CCF solution; local data center infrastructure comprises Wintel & Unix-based servers (90+) over a Cisco-based LAN & WAN platform (6,500+ nodes) Introduction of new systems typically includes performing a UAT for new apps and establishing connectivity to the third-party retailer network in UK & Ireland from India; achieving SLA-based resolution of open issues through regular follow-ups with service providers in the UK comprises support of UK based systems

India Voice Lead (Services & Infrastructure)

Accenture Services Pvt. Ltd.
Information Technology and Services industry

November 2006 November 2007 (1 year 1 month)

Led the voice services function for Accenture India, reporting to the India IT Services Lead; responsible for the Operations (Service Delivery), Infrastructure (Data Center) & Projects verticals while contributing in the overall India technology management team as a functional lead Managed a 45-member team spread across 5 cities through 3 direct reporting managers thereby supporting an effective user base of ~ 24000 employees, with core voice technology infrastructure hosted in local data centers Principal accountabilities in the Operations verticals included adherence to 99.6% uptime of telecommunications links & data center infrastructure, implementation of applicable security and process norms and ensuring effective cost recovery of voice services along with providing advanced technical support (Level 2/ 3) to site operations leads Led the data center design and transition effort for upcoming global facilities/ projects requiring specific focus on voice & contact center services; this included detailed evaluation of voice technology platforms of Avaya & Cisco Principal accountabilities in the Projects & Initiatives vertical included providing comprehensive voice connectivity solutions through detailed designs followed by a seamless execution of the proposed infrastructure and associated services within the approved budget Participated in RFI/ RFP responses for new projects in collaboration with global technology & business teams; providing key inputs in creation of technology architecture and standards from a voice technology perspective Vikram has 1 recommendation (1 partner) including: MAHESH GUPTA, DY. REGIONAL MANAGER - CUSTOMER SUPPORT, HCL Infosystems Ltd

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IT Account Manager - Contact Center Businesses

Accenture Services Pvt. Ltd.
Information Technology and Services industry

November 2004 October 2006 (2 years)

As a Technology Account Manager for Accenture Indias BPO projects, my role entailed comprehensive accountability of delivery of IT services & support, as outlined belowCoordination & delivery of IT services through the various internal & external delivery channels (i.e. domain-specific verticals within the broad IT function & related technology partners/ vendors) Accenture India BPO was the first recipient of the highly coveted COPC Gold certification I therefore had the privilege of modeling IT practices on the lines of the COPC Gold standard, which, at the outset required a technology uptime adherence => 99.6% Adoption of the COPC Gold standard across the IT function involved developing a dedicated focus on voice technology infrastructure & general helpdesk services (in terms of MIS reports, etc) & streamlining incident response/ resolution timescales by following an issue-based priority/ criticality matrix & a detailed escalation process Vikram has 1 recommendation (1 co-worker) including: Vikram Jeet Singh, Technology Account Manager, Accenture Services

Voice Lead (Services & Infrastructure) - Bangalore & Mumbai

Accenture Services Pvt. Ltd.
Information Technology and Services industry

October 2003 October 2004 (1 year 1 month)

Led the voice technology infrastructure rollout for Accenture Indias BPO businesses at Mumbai & Bangalore; the overall solution was built around a highly redundant & meshed WAN transport architecture, that comprised of dedicated international leased circuits interfaced with carrier-class WAN switching devices. India-based components of this solution consisted of ACDs (at Mumbai, Bangalore), a Call & Screen recording system and a MIS reporting system; this architecture also allowed for limited BCP/ DR capabilities

Manager - IT
TCS (formerly Citigroup Global Services Ltd.)
Outsourcing/Offshoring industry

July 2003 October 2003 ( 4 months)

Led a 25-member technology operations team, reporting to the Head Technology Infrastructure Primary responsibilities included management of overall technology infrastructure for the Global Contact Center (GCC) business by delivering 99.6% technology uptime; secondary responsibilities covered seamless technology transitions of new projects through coordination with cross-geographic business & engineering teams and technology vendors

Team Leader - Technology

Fidelity Information Services (formerly eFunds International India Pvt. Ltd.)
Public Company; FIS; Information Technology and Services industry

April 2002 July 2003 (1 year 4 months)

Led a 20-member technology service delivery team, reporting to the Service Delivery Leader Technology, Mumbai Ensured complete adherence to client-driven technology SLA, which included implementation of security controls and delivery of 99.6% on the voice and WAN infrastructure; coordinated level-3 escalation support/ guidance with global SMEs

Manager - Network
Epicenter Technologies Pvt. Ltd.
Privately Held; Outsourcing/Offshoring industry

July 2001 April 2002 ( 10 months)

Delivered comprehensive uptime across all technology domains with a principal focus on voice & WAN infrastructure; ensured proper delivery of 24 x 7 IT operations across internal & external businesses

Officer - Service Delivery

Societe Internationale de Telecommunications Aeronautique
Privately Held; Aviation & Aerospace industry

July 2000 July 2001 (1 year 1 month)

Account managed strategic airline partners and ensure timely delivery of connectivity and associated services through coordination with geographically diverse internal (engineering teams) and external entities (telecom service providers) Vikram has 1 recommendation (1 co-worker) including: Raj D'Souza, Specialist Service Delivery Support and Process Development, SITA (Societe Internationale de Telecommunications Aeronautiques)

IT Specialist
The Boston Consulting Group
Partnership; Management Consulting industry

July 1999 July 2000 (1 year 1 month)

Provided comprehensive operational & infrastructure (including IT/ Telecommunications/ Office Automation domains) support to consulting & support staff members across Mumbai & New Delhi

Technical Specialist
GTL Limited
Public Company; GTL; Telecommunications industry

February 1998 July 1999 (1 year 6 months)

Performed a customer engineering role for Nortels Meridian range of voice communication technologies, acting as the primary customer interface for key business accounts

Sr. Technical Assistant

AIMIL
Privately Held; Telecommunications industry

August 1997 January 1998 ( 6 months)

Performed a pre-sales & technical support role for computer based industrial automation solutions (from National Instruments Inc.); target clientele - Reliance, Tata Motors, L&T, ESSAR, ISRO, SAC

http://www.linkedin.com/profile?viewProfile=&key=10536362&authToken=03Z3&auth... 24/Jan/2010

Vikram Thakar | LinkedIn

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Education
University of Mumbai
Bachelors of Engineering (Electronics & Telecommunications) Telecommunications, Electronics
1993 1997

Guru Nanak Khalsa College

H.S.C Science & Economics
1991 1993

St. Mary's High School

1981 1991

Recommendations For Vikram

India Voice Lead (Services & Infrastructure)
Accenture Services Pvt. Ltd. Vikram is one of the best IT Professional that I have come across in my professional life. I have seen him handling major crisis situations without loosing his temper as well in parallel ensuring that he puts right processes in place to avoid such situations in future. He is very proactive, a team leader who lead from front, customer focused, as well as meticulous in details. I had learnt a lot of process from him while interacting with him ( When he was in Accenture ) as an service provider .Certainly an asset for any organisation that works for. July 10, 2008 MAHESH GUPTA, DY. REGIONAL MANAGER - CUSTOMER SUPPORT, HCL Infosystems Ltd was with another company when working with Vikram at Accenture Services Pvt. Ltd.

IT Account Manager - Contact Center Businesses

Accenture Services Pvt. Ltd. Vikram, namesake & close friend, walks many-a-miles to ensure that business requirements are met. He possesses acute business acumen and exceptional understanding of Contact Centre / Voice technologies. Icing on cake - are his stunning communication skills. Net-net an extremely effective IT leader and with Vikram around, you can be sure that your IT department would have both Operational efficiency and increased customer satisfaction. I wish him very best of luck for his bright career ahead. August 2, 2009 Vikram Jeet Singh, Technology Account Manager, Accenture Services worked directly with Vikram at Accenture Services Pvt. Ltd.

Officer - Service Delivery

Societe Internationale de Telecommunications Aeronautique Vikram is confident, keen and solution-oriented. During his tenure with SITA, he was well knowledgeable in SITA's products and services. Vikram continuously seeks opportunities to build and maintain customer relationships and is a pleasure to work with. Vikram and I worked closely together on many Airline customer projects in Service Delivery Unit at SITA, Mumbai. As a Service Delivery Officer, Vikram kept track of the status of each individual project while also guiding the customer and providing assistance as and when required, ensuring the project completion in time, Right the First time. Vikram is passionate about his responsibilities and has devoted his career to both the business process and technical side of the industry. December 7, 2009 Raj D'Souza, Specialist Service Delivery Support and Process Development, SITA (Societe Internationale de Telecommunications Aeronautiques) worked directly with Vikram at Societe Internationale de Telecommunications Aeronautique

Additional Information
Groups and Associations
Executive Suite

Ex-Accenture Network

Avaya Professionals

The Boston Consulting Group (BCG)

ITSM (ITIL) Professionals

Top Consulting Firms - Employees and Alumni Gmail Users

eFunds

Accenture Alumni - Asian Region

iT Professionals India

SITA employees

GTL - Global Group Enterprise

CGSL

CXO (CEO, COO, CKO, CFO, CMO, CAO, CVO, CDO, CRO, CLO, CSO & CTO) Community

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Accenture Alumni Worldwide Group

Honors and Awards

Best Business Operator, Accenture India Delivery Center, 2005 - 2006 Certificate of Special Appreciation, eFunds Intl. India, 2002

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LinkedIn Corporation 2010

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