Kapil Khargonkar

Service Delivery Lead Full Time

• Job Details:• Leading and oversee the overall Service Management Delivery teams in 18 countries across 3 continents for MTN • Involved in a complete restructuring of the delivery organization for one of the support country by successfully reduced 53% headcount without any delivery issue • Recruited and evaluated the best candidates for the team, hence coached and trained them to adapt into MTN environment and ITSM processes • Reviewing and ensuring all management reports for client are accurate and delivered on timely manner • Responsible in coordinating various IT teams and Stakeholder management • Responsible for day-to-day communication with client as part of relationship to ensure a high level of satisfaction • Managing IT infrastructure projects, IT capacity planning and IT service availability • Proactively improving services against Key Performance Indicators (KPIs) by regularly reviewing and modifying relative preventive maintenance tasks • Responsible in ensuring all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents • Leading the Critical and Major Incident calls and having direct communication with MTN CxO level • A member of escalation pyramid, involving senior delivery team both within Huawei and MTN • Responsible in reviewing all Service Management teams across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs • Leading the Quality Management activities and adopted Six Sigma methodology in handling service improvement activities

Circle Delivery Lead Full Time

• Job Details:4 Involved in a complete restructuring of the delivery organization for one of the support country by successfully reduced 53% headcount without any delivery issue 4 Spearheaded Service Desk & Incident team in enhancing client satisfaction by effectively resolving issues and rendering superior quality service 4 Set up & ensured compliance to key metrics aimed at enhancing operational efficiency. Assessed availability measurement solution 4 Analyzing tickets on a monthly basis (Incidents and Service Requests) to update/initiate action plans to reduce number of incidents, improve monitoring and automate repetitive service requests. 4 Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level, Program Efficiency and SLA

Operation Manager Full Time

• Job Details:• Handled critical customer scenarios and determining way forward independently • Managing clients, vendor management, risk management, managing and updating risk register, issue management, negotiating with stakeholders and steering committee, technical change • Administered training and direction to sales team to encourage self-sufficiency and competition; established reputation for operational excellence and superior customer service to optimize revenue development