Biju Sasidharan is seeking a challenging position where he can address customer satisfaction and organizational goals. He has 12 years of experience managing IT projects and operations for large organizations. He is a skilled leader with expertise in IT infrastructure implementation and streamlining operations. Currently he is a senior executive at Wipro Infotech Ltd where he is responsible for service delivery, vendor management, and ensuring SLAs are met.

1. CURRICULUM VITAE
Biju Sasidharan
Mobile: +91-7045362769
E-Mail: biju.sasidharan80@gmail.com
Career Objective: Self-motivated individual with optimistic personality would like to work in challenging
environment to find out the solutions that address the customer satisfaction and the organization to achieve the
targeted results successfully
Professional Synopsis
 A dynamic professional with 12 years of rich experience in spearheading and managing the IT
project/operations for large-scale organizations.
 A keen planner, strategist & implementer with demonstrated abilities in the implementation of IT infrastructure
and new technology for streamlining IT related operations.
 Comprehensive expertise in managing service delivery operations.
 Talented leader with proficiency in directing highly skilled management teams to support the achievement of
overall corporate goals and objectives.
 An effective communicator with excellent relationship building & interpersonal skills; strong analytical, problem
solving & organizational abilities
Professional Education &Certification
 Diploma in Computer Hardware Maintenance from Govt. Polytechnic, Palakkad, 1999
 T.S.L.C from Govt. Polytechnic, Attingal,1995
 ITIL- V3 Foundation Certification Series 117 – ID: sr8822514
 MCTS Certification on Windows Vista and 2008 active directory configuration. MCP ID: 7525905
Personal Attributes:
 Excellent communication and leadership skills.
 Brilliant commitment towards team work.
 Highly dedicated to achieve perfection.
 Strong willed and value driven.
 Good customer orientation

2. Work Experience:
Since 30th, May 2010 – till now Wipro Infotech Ltd
May 2011 – June 2013 : Sr.Executive- Service Desk (ES-Support)
June-2013 – April 2015 : Sr.Executive- National Logistics
May-2015 – till : Sr.Executive –Operations- Project/Collection
Responsibilities,
 End-to-end service delivery operations and ensure the SLA commitments are met consistently.
 Vendor management to ensure the OLAs is met as per the contractual norms.
 Manage the service desk activities at National level.
 Manage escalations from regions, vendors and support partners.
 Support site engineers and team leaders for any production critical incident.
 Coordinate with the stake holders and functional management for Support / Project / Resource requirements.
 Regular open call Analysis and review along with regions.
 Monthly performance reporting and management review.
 Inventory Management & Cost control
 Project management and collection management
 Customer management and ensure the high level services provided with 100% satisfaction
 Analysis of customer’s purchase order i.e. all orders are approved on price, delivery norms, payment term,
clarity on scope of work and other factors to log into the system
 Ensuring customer purchase orders are locked into the system within 7 days from date of receipt of purchase
order
 Follow up with procurement/billing team for ensuring the materials are being billed & dispatched from billing
plant as per the purchase order to avoid short/wrong shipment of material
 Achieving the committed material delivery date to the customer to avoid liquidity damaged & customer
dissatisfaction
 Coordinating with installation team to get the installation completed on time
 To Set monthly collection target and prepare weekly/monthly collection plans to achieve set collection target
 Ensuring order closure with 100% collection & Zero Outstanding
 Follow-up for 100 % collection on submission done
 Visiting customer site for maintaining relationship and resolving various issues related to collection
 Maintaining customer wise record of collections & outstanding.
 Ensuring smooth functionality of overall collections and operation procedures from customer and company end
to achieve the deadline.
 Supporting to Regional Manager & National Manager with regular updates and reporting
 Ensuring customer complaints are resolved and closed before going beyond the norms

3. Since Aug, 2003 – 29th
-May-2010 Nuance Transcription Services India Pvt. Ltd
Mar 2007 – May 2011 : Technical Analyst
Feb 2005 – Feb 2006 : Floor Manager
Aug 2003 – Feb 2005 : Back office Executive
 Managing the team of 20 members.
 SPOC for all Escalations from clients
 Daily review on open cases and planning
 Monitoring and controlling SLA breach.
 Follow-up with support team to ensure resolution within SLA.
 Weekly review meetings and shift management
 Technical and administrative support for in-house applications and IT infrastructure including network, security
and computing.
 Remote technical support for regional / Branch users
 Quality management and enhancement planning
 Conflict Management
 Coordinating with the US team for new account re conciliation.
Major Projects Implemented
Time & motion
Operation automation and performance improvement.
Personal Details:
 Father’s Name : Sasidharan
 Date of Birth : 30-05-1980
 Marital status : Married
 Nationality : Indian
 Languages Known : English, Malayalam, Kannada, Tamil, Hindi
 Passport Number : H6423656 Date of Expiry: 13/10/2019
Declaration: I hereby declare that the above furnished information is correct and true to the best of my knowledge.
Station: Mumbai Your’s truly,
Date: 21-May-2016 Biju Sasidharan